Indonesian Airline Reliablity Guide – 2012

Flight Delay CartoonWhich airlines rescheduled and cancelled flights the least/most frequently in 2012? Get the answers based on real passengers’ experiences here.

This is a full-list of which airline cancelled which flight. The summary data is here.

Please click on the airline whose rating you wish to see:

air-asia-logo-small Batavia Air logo Citilink logo Garuda Indonesia Logo Lion Air logo Merpati Airlines logo Sriwijaya Air logo Trigana Air logo Wings Air logo

Air Asia

Number of Flights: 16
Number of Rescheduled Flights: 0 (0%)
Number of Cancelled Flights: 0 (0%)
On-Time Performance: 69% – last assessed in 2011

Batavia Air logo

Number of Flights: 47
Number of Rescheduled Flights: 3 (6%)
Number of Cancelled Flights: 4 (8%)
On-Time Performance: 71%

In October, Batavia Air stopped flying a number of routes and grounded 13 of its 33 aircraft for additional maintenance. This resulted in a high number of cancellations as Batavia Air stopped flying some routes.

4 February 2012: Y6-341 Surabaya to Makassar 18:45
Flight cancelled (all flights at this time for February), informed eight days prior to departure date by phone and full refund given. Clients were able to book and fly on another airline without difficulty.

28 July 2012: Y6-586 Padang to Jakarta 09:30
Flight cancelled and passengers moved to later flight at 13:00. Informed two days prior to departure date by sms.

31 October 2012: Y6-845 Jakarta to Sorong 22:45
Flight cancelled only two days before and only refund offered (should have provided double refund as per Indonesian domestic airline cancellation policy). AFter I complained to the manager that other airline’s flights were full or much more expensive, Batavia Air arranged for the passengers to fly on another airline at no extra cost.

29 November 2012: Y6-757 Surabaya to Maumere 08:30
Flight cancelled 3 weeks before (Batavia stopped flying this route) and passenger given full refund.

30 December 2012: Y6-726 Surabaya to Jakarta 18:40
Flight cancelled and passengers moved to later flight at 21:00. Informed two months prior to departure date by sms. This later flight was subsequently cancelled only 3 days before, too late to properly inform the client.

30 December 2012: Y6-741 Jakarta to Denpasar 19:00
Flight delayed to 21:30 due to “operational reasons”. Informed two days prior to departure date by sms. Client advised by email.

Citilink logo

Number of Flights: 32
Number of Rescheduled Flights: 4 (13%)
Number of Cancelled Flights: 0 (0%)
On-Time Performance: N/A

23 February 2012 GA081 Denpasar to Jakarta 15:55
General Citilink schedule change effective 15 February resulted in this flight being moved 4 hours later. Advised by telephone call 4 days in advance.

11 July 2012 GA099 Denpasar to Surabaya 12:15
Flight rescheduled 2 hours earlier, at 10:15. Advised by sms 2 days before.

8 August 2012 GA095 Denpasar to Surabaya 16:50
General Citilink schedule change moved this flight 8½ hours earlier to 08:20, advised by sms in June. Client offered choice of refund or change without penalty; client opted to fly later at 21:00.

18 August 2012 GA9080 Jakarta to Denpasar 19:40
Flight moved 3 hours earlier to 16:50, advised by sms in June. Not suitable for client, due to international arrival at 15:40. Citilink offered full refund, accepted by client BUT now very difficult to find alternate flight because just before Idul Fitri (the Muslim Christmas).

Garuda logo

Number of Flights: 122
Number of Rescheduled Flights: 2 (2%)
Number of Cancelled Flights: 0 (0%)
On-Time Performance: 85%

2 January 2012: GA146 Jakarta to Banda Aceh 12:20
Rescheduled to 11:55, client advised 4 days in advance, no problem to resolve.

20 February 2012: GA405 Denpasar to Jakarta 11:00
Rescheduled to 11:35, advised 1 day in advance by sms.

Lion Air logo

Number of Flights: 280
Number of Rescheduled Flights: 9 (4%)
Number of Cancelled Flights: 0 (0%)
On-Time Performance: 75%

15 July 2012: JT820 Jakarta to Palu: 13:45
Departing at 16:55, due to Lion Air changing their schedule (and introducing a morning flight). No problem for client.

17 July 2012: JT762 Jakarta to Balikpapan: 19:40
Moved to JT810 at 20:20, due to Lion Air changing their schedule; later returned to JT762 at a new time: 18:20. No problem for client.

22 July 2012: JT215 Medan to Jakarta: 12:25
Moved to JT387 at 14:00, informed by sms 7 days in advance. As a consequence, client’s connecting flight to Denpasar also moved later.

23 July 2012: JT344 Jakarta to Palembang: 11:30
Flight rescheduled to 13:05. No problem for client.

28 July 2012: JT659 Lombok to Jakarta: 17:55
Moved to JT657 at 12:40, informed by sms 2 days in advance. Client read email in time and agreed to new departure time.

30 July 2012: JT659 Lombok to Jakarta: 17:55
As above.

08 August 2012: JT23 Denpasar to Jakarta: 15:00
Moved to JT37 at 16:00, informed by sms 10 days in advance.

08 August 2012: JT548 Yogyakarta to Jakarta: 09:00
Flight cancelled and passengers moved to later flight at 11:25, advised by sms 1 week before. No reason supplied, but it may have been for economic reasons, i.e. a low number of passengers on the flight.

12 August 2012: JT509 Semarang to Jakarta: 20:10
Flight cancelled, passenger moved to JT515 at 18:35, informed by sms 3 days in advance. Not known if this was a problem for the client.

Merpati logo

Number of Flights: 156
Number of Rescheduled Flights: 10 (7%)
Number of Cancelled Flights: 6 (5%)
On-Time Performance: 66%

28 January 2012: MZ6551 Labuan Bajo to Denpasar 11:00
Rescheduled to 14:00, client advised via unclear sms the night before.

4 February 2012: MZ806 Makassar to Sorong 09:40
Rescheduled to 7 February, client advised two weeks in advance, client chose to accept Merpati’s offer of full refund, flew with Express Air instead.

11 February 2012: MZ6553 Labuan Bajo to Denpasar 14:25
Flight cancelled and passengers rescheduled to earlier flight (MZ6551 at 11:05), client advised by sms reconfirming departure time, but not that it was a flight reschedule.

4 March 2012: MZ6606 Denpasar to Lombok 14:05
Flight rescheduled to one hour earlier, advised by telephone call two days in advance. Request to operator to switch client to a later flight was not implemented, had to visit Merpati office to get flight changed.

22 March 2012: MZ6511 Ende to Kupang 14:40
All flights cancelled on this route from 20-25 March due to “bad weather”, only advised 3 days prior to departure date. (Weather is the one of the exceptions for passengers receiving compensation when flights are cancelled less than 7 days in advance).

25 March 2012: MZ700 Makassar to Luwuk 09:05
Merpati changed which days of the week this flight operated, so the client’s flight was moved days later to 27 March. This was not suitable, so he obtained a full refund. We were advised by a phone call 8 days in advance; the client could book a flight with another airline on the same date.

15 May 2012: MZ6550 Denpasar to Labuan Bajo 08:55
Flight delayed by 4 hours, advised one day before by phone call. No reason supplied, but it may have been related to industrial action the previous day.

17 June 2012: MZ6550 Denpasar to Labuan Bajo 08:55
Flight delayed by 2½ hours, advised one day before by sms.

21 June 2012: MZ6552 Denpasar to Labuan Bajo 13:15
Flight cancelled and passengers moved to earlier flight at 08:55, advised by sms 5 days before by sms. No reason supplied, but it may have been for economic reasons, i.e. a low number of passengers on the flight.

9 July 2012: MZ6604 Denpasar to Lombok 13:15
Flight cancelled and passengers moved to next flight at 14:55, advised 6 hours before by sms.

14 July 2012: MZ6550 Denpasar to Labuan Bajo 08:55
Flight delayed to 11:15, informed by sms 12 hours before.

19 October 2012: MZ6551 Labuan Bajo to Denpasar 10:45
Flight moved earlier to 10:05, informed by sms 1 day before. Fortunately, client read his email in time.

19 November 2012: MZ6553 Labuan Bajo to Denpasar 15:20
Flight moved earlier to 10:05, informed by sms 1 day before. Fortunately, client read his email in time.

3 clients’ flights were cancelled and 1 was rescheduled when Merpati Airlines changed their schedule, and temporarily stopped flying between Denpasar and Maumere via Labuan Bajo.

Number of Flights: 52
Number of Rescheduled Flights: 6 (12%)
Number of Cancelled Flights: 0 (0%)
On-Time Performance: 79%

14 April 2012: SJ040 Pekanbaru to Medan 14:25
Flight moved 2½ hours earlier, informed by phone call one week in advance, no problem to resolve.

30 June 2012: SJ059 Lampung to Jakarta 12:10
Flight moved 80 minutes earlier, informed by sms 3 days before, informed client by email (but not sure if client read it). Flight then delayed to 11:50, so probably there was no problem.

03 August 2012: SJ011 Banda Aceh to Medan 13:25
Flight moved 55 minutes later, to 14:20. Informed by sms 1 day before, no problem to resolve.

10 August 2012: SJ210 Solo to Jakarta 10:00
Flight moved 40 minutes later, to 10:40. Informed by sms 10 days in advance, so no problem to resolve.

15 August 2012: SJ011 Banda Aceh to Medan 13:25
Same as 3 August.

16 August 2012: SJ213 Solo to Jakarta 11:35
Flight moved 40 minutes later, to 12:15. Informed by sms over 1 month before, so no problem to resolve. One day before, told the flight was delayed to 12:35. At 10:00 on 16 August, told the flight was delayed until 14:50.

Trigana Air logo

Number of Flights: 25
Number of Rescheduled Flights: 0 (0%)
Number of Cancelled Flights: 1 (7%)
On-Time Performance: N/A

25 June 2012: TGN709 Pangkalan Bun to Jakarta 17:05
Flight cancelled 5 days before, due to scheduled maintenance. The clients could not postpone their flight, so Trigana Air transferred them to another airline’s flight on the same day.

Wings Air logo

Number of Flights: 200
Number of Rescheduled Flights: 0 (0%)
Number of Cancelled Flights: 0 (0%)
On-Time Performance: 84%

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