Questions and Answers

On Thursday 04 Jan 2017, I learned that Garuda Indonesia have cancelled our original business class flights from Heathrow to Singapore on 18 Jan 2017 and had changed us to a flight departing 24 hours earlier now leaving on 17 Jan 2017. I only discovered this as a result of accessing my online booking to check my seat numbers. I contacted my travel agent, Flightcentre, who stated that they had not been informed of this flight change. GI had also not contacted me regarding this.

The option we were given was to travel on an earlier flight on 17 Jan 2017 with an overnight stay in Jakarta or an earlier connection to Singapore. Both options meant that we would incur an extra nights accommodation in either Jakarta or Singapore. We changed onto the flight leaving on the 17 Jan with the onward connection into Singapore. We were 3 people travelling and I had to book an extra night at our hotel in Singapore.

On 07 Jan 2017, I wrote to GI and asked for an explanation as to why we had not been informed about the changed flights and for the reimbursement of the cost of the additional nights accommodation in Singapore. To date I have contacted GI weekly askng for an update on my complaint. In 4 months, I have received 2 template emails, apologising for the delay and saying the investigation is ongoing.

I cannot believe it takes this long to complete this simple enquiry. Has anyone any experience of complaining to GI or any advice.

Thanking you in anticipation
Deborah

Ouch! I’m so sorry to hear they’ve done this. I don’t have experience with Garuda but hopefully someone else can jump in here and provide their experience.

But you bring up an excellent point about why it’s important to “garden” your reservations between the time they’re made and before you travel. So much better to have caught this now rather than just before your trip.