Extremely disappointing customer service – Four weeks and still no resolution
My experience with Traveloka has been appalling. I have now spent four weeks trying to obtain a straightforward written confirmation regarding a cancelled, non-refundable airline ticket, and I still have no resolution. To be absolutely clear, I understood that the ticket was non-refundable. I was not demanding an exception or insisting on a refund. I simply wanted Traveloka to confirm that no refund was due so I could close the matter with my insurance company. Instead, Traveloka directed me through its formal refund process, which was indicated as due for completion by 8 October. That deadline passed, and the request remains stuck at “Provider is Reviewing Your Refund”. I have requested escalation to a manager on six separate occasions. What have I received in return? Essentially the same repetitive, seemingly automated responses apologising for my frustration and telling me they are waiting for the airline. The responses are so generic that they have even failed to get my name correct. Despite repeatedly explaining the situation, Traveloka has failed to provide a definitive outcome, a meaningful explanation of the delay, or confirmation that anyone with the authority to resolve the matter has actually reviewed my complaint. I appreciate that Traveloka may need to liaise with an airline. However, that does not excuse missing a stated deadline, failing to communicate meaningful progress, or repeatedly sending customers generic apologies instead of addressing their questions. The consequences extend beyond inconvenience. I have had to keep my insurance company informed of the ongoing delay and have now submitted a dispute to my credit card provider because Traveloka has failed to bring this matter to a satisfactory conclusion. The most frustrating aspect is that I was not even asking Traveloka to obtain a refund for me. I simply wanted confirmation of the non-refundable conditions that were already stated on my e-ticket. Four weeks later, I am still chasing an answer. In my experience, Traveloka's complaint-handling process has been ineffective, communication has been poor, and repeated requests for managerial escalation have achieved nothing. I am sharing this experience so that other travellers understand what can happen when something goes wrong. Booking a ticket should not mean spending weeks chasing customer service for a straightforward answer, only to receive the same generic response over and over again. Based on my experience, I would be extremely reluctant to use Traveloka again. I strongly encourage other travellers to consider the quality of customer support they may receive if their booking does not go according to plan!