Batik Air Penalizes Customers for Their Own System Errors – Extremely Disappointed”
I recently had one of the most disappointing experiences with Batik Air and I feel compelled to share it so that other travelers are aware of what to expect. I booked my ticket well in advance and, as always, I entered my full name correctly during the booking process. Despite this, when my ticket was issued, the system automatically pulled the name from my membership card, which caused a discrepancy. To make matters worse, my title was also listed incorrectly as “Mr.” instead of “Ms.” When I reached out to Batik Air’s customer service to rectify this issue, I was shocked to be told that I would be charged a fee for correcting the name. This left me both amused and frustrated, why should customers be penalised for a mistake that is clearly due to an internal system flaw? I clearly indicated my full name at the time of booking, and as a frequent traveler, I am very familiar with the importance of providing accurate details. I explained this to their team and even highlighted that the problem was not my mistake but rather an issue with their system capturing the wrong details. Unfortunately, instead of listening, acknowledging, or showing any level of goodwill, the response I received was the standard “you must pay” answer. There was zero accountability, zero empathy, and zero effort to resolve the matter fairly. I was left with no choice but to pay the fee in order not to disrupt my travel plans. However, I find it absolutely unacceptable that a reputable airline would handle its customers in this way. What’s even worse is that my feedback was completely ignored, they did not even address my concerns about the system error and simply followed their standard script. This shows a lot about how Batik Air values its passengers: • No responsibility for internal errors • No recognition of customer feedback • No goodwill gestures, even when the fault is theirs • And worst of all, they are happy to penalise customers unfairly. The actual amount of the fee was not my main concern, to be honest, it is about principle, fairness, and service quality. If an airline cannot take responsibility for its own system shortcomings and instead pushes the burden onto customers, that is a huge red flag. To add insult to injury, even after this so-called correction, my title was still wrong (“Mr.” instead of “Ms.”). Something so basic should not be so difficult to get right. This entire experience has left me extremely dissatisfied and I will not hesitate to share my story widely so others can be aware of the risks when booking with Batik Air. I sincerely hope that management will take this as feedback to fix their systems and train their customer service team to handle such issues with fairness, accountability, and at least a basic level of empathy. Until then, I cannot recommend Batik Air to anyone who expects even a minimum standard of service and accountability.