Garuda Indonesia not flexible

[robtemt]

Our friends are in Bali with a 2 and 5 year old. Of course, Bali flights are cancelled, so our friends were willing to get to another airport by car, pay for their own flights to Jakarta, and asked to have flights to Sydney changed to ex Jakarta instead of Bali. Garuda refusing to waive the change fee and fare differences.

 

[theblank]

At this time, they are better off waiting for tomorrow. Its becoming quite likely at this stage the airport will open as the wind direction is now changing pushing the ash cloud towards the west.

Alternative routes like you suggested is going to take them a long time - Surabaya is half a days travel and from some accounts, there isnt enough boats to get off bali anyway with too many people going that route - it might take two days, and then they miss their flight out of Jakarta. And Lombok is out of the question now - the ash cloud is heading that way.

Personally, I found Garuda pleasant to deal with. I had a domestic flight, discounted sale ticket, no refunds and i missed my flight. I only had to pay about $30 for fare difference to get on a later flight, I thought they were going to tell me the ticket is forfeit. IMO, for situations like this is better to try to deal face to face with the staff than over the phone and definitely be polite.

 

[robtemt]

They'd booked a car to ___(can't remember)___ and booked flights to Jakarta, they just wanted a flight to Sydney (which had open seats). You would think airlines would do whatever they could to reduce the number of pax they have to fly out of Bali once in the clear.

Their concern was respiratory issues for the older child as the hotel keeps telling them "its going to get worse".

 

[mannej]

Have your friends contacted their Travel Insurance issuer?

 

[RB]

Our friends are in Bali with a 2 and 5 year old. Of course, Bali flights are cancelled, so our friends were willing to get to another airport by car, pay for their own flights to Jakarta, and asked to have flights to Sydney changed to ex Jakarta instead of Bali. Garuda refusing to waive the change fee and fare differences.

I think Garuda & other airlines are under the pump at the moment. I am sure there are hundreds/thousands plotting alternatives and a similar number who are concerned about respiratory issues. I am sure all parents see their youngsters as top priority.
I think the airlines would have a better handle on logistics than your friends

 

[robtemt]

I was trying to think how to respond to your comment MB, but then realised [it] wasn't really meant to be of any assistance <redacted>

 

[robtemt]

Have your friends contacted their Travel Insurance issuer?

They did contact Chubb, who walked them through the steps of what the could and couldn't claim. They also found Amex Platinum Desk helpful, and Amex had actually the day before said that Garuda would waive the change fee... But when the agent called Garuda back to initiate the change, the story changed and there was no help from Garuda at all. Amex did find alternative options, and assisted with them, so kudos for Amex pulling through and being of assistance. Goes to show you can get someone who really goes the extra mile once in a while.

 

[ksthommo]

Same deal back in 2015 when Mount Rinjani was playing up. Planned to fly Jetstar CNS/DPS then Garuda DPS/MDC.
Jetstar flight cancelled, ended up flying CNS/SYD/CGK the next day (lucky with award flights).
Attempted to get Garuda to change our DPS/MDC flight to CGK/MDC or refund, no go, lost out on the fare.
Travel Insurance covered it though.