Lion Air Group delivered one of the most shockingly poor customer service experiences I’ve ever encountered.My flight was cancelled without any clear communication, and what followed was an absolute circus at the Labuan Bajo Airport customer service desk. I had to speak to the same staff member four different times, each time wasting nearly an hour of my trip, only to be given dismissive, vague, and ultimately false information. I was repeatedly told “don’t worry, the flight isn’t going ahead and you’ll get a refund.” None of it was true.The customer service officer was uninterested, unprofessional, and made zero effort to actually resolve anything. It felt like they were just trying to get rid of people rather than help them. The lack of accountability was astonishing.The flight never operated, yet I’m still chasing the refund I was promised multiple times. For an airline of this size, this level of incompetence and disregard for passengers is unacceptable.If you value your time, money, or sanity, think very carefully before booking with Lion Air Group.
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PT Lion Mentari Airlines, operating as Lion Air, is an Indonesian low-cost airline.