Booked a return flight from KL to Bangkok
Booked a return flight from KL - Bangkok + hotel for RM2,700.00. The return flight is via MAS at 2pm from Bangkok. Other websites (Agoda, Trip.com) were also offering similar prices but since I’ve used Traveloka several times before without issues and the price was slightly cheaper, I decided to go with the package offered for RM2.7k. After booking and payment, Traveloka proceeds to email me and informed me that they would be cancelling my return flight as the flight is no longer available. Why advertise a flight that is not available? They then proceed to offer me a return flight at 5am from Bangkok which is absolutely unreasonable so I refused. I then informed them that I wanted a full refund as other websites are offering similar packages for a similar price. They refused and informed me that they would only refund my return flight. I insisted on a full refund again and they inform me that since the flight I booked is non-refundable, they cannot refund the entire package to me. I understand that if it’s my fault and I want to cancel the flight and hotel, then of course it’s non- refundable but since it’s their fault - it’s totally unbecoming for them to use this non-refundable policy against me. They then proceed to tell me that if I want a full refund, they are unable to do so but they can cancel the entire package and my money would be forfeited. They then informed me that they would only be able to refund RM200.00 which I disagreed. I checked their website and found that the same one way flight to Bangkok and the hotel is only RM2.1k. Which means they should refund me approximately RM600.00 but they refused. I then called their customer service to lodge a complaint but they refused to assist despite me explaining how unfair this entire process is. The customer service operator was not pleasant or helpful and told me to just email them. Since there was no solution and the only option was either a 5am flight or RM200.00, I took the RM200.00 refund. I then had to purchase a new return flight for RM800.00. Total cost incurred is now RM3.3k - far more than any other platforms. All of this happened at 11.30pm at night which is more distressful. What’s even worse is that the return flight is actually available on MAS website for a significantly higher price. So what Traveloka did was advertise a MAS flight at a low price and then they realised it was too low so they lied to me and said the flight is not available and refused to issue a ticket for it. Horrible experience tainted with dishonestly and misrepresentation. Solutions provided were terrible and no empathy for the amount of money wasted and the distress caused. Never again will I book through Traveloka.