Garuda Indonesia’s website is crap – it’s official!
For most of this week, yours truly has been unable to make bookings for clients on Garuda Indonesia, while it struggles to successfully implement a system upgrade.
This is the latest in a series of problems that Garuda’s booking engine and website has given travel agents, and the general public. Some of the past lowlights:
– A public apology after a flurry of complaints about the unstable and unreliable booking system. It was published on the opening screen of Garuda’s website.
– Complaints on online travel forums like FlyerTalk:
(i) Credit cards still being charged when Garuda’s website said the transaction had failed.
(ii) Canadians unable to book Garuda flights with Canadian credit cards, despite Garuda’s website saying they could (see above).
– The same day that Garuda signed on to join the Skyteam Airline Alliance (left), an IT system failure created flight chaos for days afterwards (right).
Your patience and understanding is appreciated while we wait for Garuda to work it out.
Having said that, Garuda Indonesia doesn’t seem to worry as much as its competitors about public perceptions of care and good service. As an example, after the earthquake and tsunami in Japan last year, a Japanese client cancelled her return flight to Indonesia (on another airline, without penalty) and wanted to cancel her connecting domestic flight on Garuda from Denpasar to Yogyakarta. However, Garuda repeatedly refused to give a refund and said the ticket could not be cancelled; while the ticket did have a no-refund clause, it was surprising that Garuda that would not make an exception for even these unusual/special circumstances.
Still, considering Garuda’s international ticket sales increased sharply upon the introduction of online sales in May 2011, you would think solving these problems would be a high priority.
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