Traveloka is Southeast Asia’s premier travel platform, providing customers with seamless access to a diverse range of transport, accommodation, and travel activities. Whether you're booking flights, car rentals, or airport transfers, Traveloka has you covered. Our extensive inventory features millions of Southeast Asia's finest accommodation options, from hotels and apartments to guest houses, homestays, resorts, and villas. Plus, Traveloka makes it easy to explore local attractions, offering everything from theme parks and museums to day tours and more, ensuring you get the most out of your travel experience.
Most reviewers were let down by their experience overall. Many people experienced frustrating issues with unexpected price increases that occurred right after entering their details during the booking process. Consumer support was widely described as unhelpful and difficult to reach when trying to resolve urgent problems or handle cancellations. Travelers also noted that refund requests were frequently rejected or delayed for months without clear explanations.
Some people were satisfied with lower prices compared to other platforms and fast ticket delivery for their trips. A few customers also mentioned having smooth interactions when their bookings went according to plan without any complications.
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!
Difficulty in getting my refund - Have not received it yet
Difficulty in getting my refund.
Here is my conversation with Nui from Traveloka.
Dear Nui,
1. Initial Batik Air Booking (Booking ID: 1393405074):
Based on system data, the initial booking was issued for the Jakarta (CGK) to Medan (KNO) route on September 19, 2026, at 07:00 WIB.
Our system records do not show any official schedule change notification from Batik Air for this initial flight.
Response: While I acknowledge that your system records show the 07:00 departure and no official schedule change notification, I am certain I originally selected the 16:30 flight. Since the 07:00 flight was unsuitable for me, I subsequently rescheduled it to 16:30.
2. Independent Schedule Change (Booking ID: 1393409588):
The rescheduling to the 16:30 WIB flight was a self-initiated reschedule processed through the system at the passenger's request, with payment for the fare difference.
Response: This is correct; this was my own self-initiated rescheduling for which I paid the extra fare difference.
2A. Subsequent Lion Air Schedule Change & Refund Request
Shortly after this rescheduling, I received an SMS (I believe from Lion Air) stating that my booking (SZDAWC) had been rescheduled to 19:00. The message noted that I could either accept the change or request a refund.
I chose to request a refund. Please refer to the attached documentation. I have also attached the refund booking confirmation from Lion Air (Booking ID: GHCBXP), which appears to contain an error, along with my payment receipt to Traveloka (highlighted in red).
3. 19:15 WIB Flight (Booking ID: 1393618082):
Based on the ticket you attached, the 19:15 WIB departure was a new ticket booking with Garuda Indonesia (GA-196), and not a result of a schedule change from Batik Air.
Response: This is correct. Due to my disappointment with Batik Air and Lion Air, I independently booked a new flight with Garuda Indonesia at 19:15 to ensure reliable timing.
Conclusion Please rectify this issue and process my refund of $364.81, as shown in the Refund Request Confirmation for booking reference SZDAWC (which was processed through Lion Air, not Batik Air).
I have also attached supporting documents about this.
Someone please HELP!!!
Extremely disappointing experience with Traveloka.
First, there was an issue with the travel date. When I tried to reschedule, the additional cost was extremely high. Even after paying for the change, I was not able to select my seat.
When I contacted customer service asking for help with the seat selection, instead of resolving the issue, they came back asking for yet another additional fee.
It honestly feels like there is an extra charge at every step, while the service and support provided are very limited. The whole experience made me lose trust in Traveloka and question the transparency of their booking process.
Based on my experience, I would not book through this OTA again. Feel like a scammer platform.
DO NOT BOOK FLIGHTS OR HOTELS THROUGH TRAVELOKA – MY REFUND EXPERIENCE
I strongly recommend that Australian consumers think very carefully before booking flights or hotels through Traveloka.
I purchased a flight ticket through Traveloka for approximately AUD 1,301.53 and separately paid approximately AUD 130 for exit-row seat selection, bringing my total payment to approximately AUD 1,431.53.
Due to an unexpected serious medical situation involving my mother, I submitted a refund request well before my scheduled departure and provided the medical certificate and supporting documentation requested by Traveloka.
Traveloka initially told me:
“The airline found that your refund reason was not valid.”
I repeatedly asked Traveloka to provide the airline’s written decision, the specific rejection reason or code, the applicable Batik Air Malaysia fare rule, and a complete calculation showing which parts of my payment were refundable and which were non-refundable.
They did not provide these documents.
Instead, after repeatedly telling me that the airline had rejected my request, Traveloka eventually showed a refund amount of only AUD 2.91 from approximately AUD 1,431.53 that I had paid.
This is extremely concerning.
I repeatedly asked Traveloka to simply provide the airline’s written decision showing:
1. That Batik Air Malaysia actually made this decision;
2. Which specific policy or fare rule was applied;
3. How the airline calculated a refund of only AUD 2.91;
4. What happened to my airport/government taxes and other refundable charges; and
5. Why my separately purchased exit-row seat fees were not refundable.
Traveloka has repeatedly ignored these specific requests.
If this really is the airline’s decision, it should be very simple for Traveloka to provide the airline’s written decision and the calculation behind the AUD 2.91 amount.
Because Traveloka has refused to provide that evidence, I now have serious concerns that the AUD 2.91 decision was not actually made by the airline and may instead have been determined by Traveloka itself.
What makes this experience particularly disturbing is that I have repeatedly asked Traveloka for a straightforward explanation and supporting documentation, yet my specific questions continue to be ignored.
Being offered AUD 2.91 after paying approximately AUD 1,431.53, without a transparent calculation or the airline’s written decision, feels extremely disrespectful and, frankly, insulting.
Based on my experience and the way this refund has been handled, I have serious concerns that I may have been subjected to scam and fraudulent conduct. I am therefore documenting my experience publicly so that other consumers can make an informed decision.
I do not recommend Traveloka for flights or hotels.
I do not want another customer to experience what I have experienced: paying a substantial amount of money, providing all requested documentation, repeatedly asking for evidence, and then being given an unexplained AUD 2.91 refund while being told that this was supposedly the airline’s decision.
I have retained the emails, booking documents, refund correspondence, payment records and supporting documentation and will provide them to the relevant authorities if required.
My recommendation: Before booking a flight or hotel through Traveloka, consider booking directly with the airline or hotel instead.
Very disappointed with Traveloka’s handling of a name correction issue
I booked a flight through Traveloka and unfortunately there was a 3-letter typing error in the passenger’s name. I immediately contacted Traveloka and submitted all the supporting identification documents requested.
What is frustrating is that, despite the issue being clearly a typing error, Traveloka did not provide a proper solution. Instead, I was told:
“We highly recommend that you bring your identification documents and request assistance directly from the airline counter staff at the airport before your flight. The final decision regarding boarding approval rests entirely with the airline.”
My question is: How can you expect a customer to travel to the airport and simply hope that the airline allows boarding?
If the passenger is refused boarding because of the name discrepancy, who will bear the additional costs for a new ticket, cancellation, or other expenses? Will Traveloka take responsibility for those charges?
I understand that mistakes can happen, but when a customer has already contacted your support team, provided all supporting documents, and explained the situation, Traveloka should provide a proper resolution rather than simply shifting the risk to the customer.
I also tried contacting customer support by phone, but was unable to get through. More concerningly, although I had already replied to the case, I later received an email saying that the case had been closed because there had been no response for 48 hours. This is completely unacceptable when I had already responded.
A customer should not have to worry about whether they will be allowed to board after paying for a flight and following the required procedures.
I expected Traveloka to coordinate with the airline and provide a clear confirmation or solution. Instead, I was essentially told to take the risk myself.
Traveloka, please improve your customer support and take ownership of cases like this. Customers need solutions and assurance, not uncertainty and “try your luck at the airport” advice.
Awful experience when trying to talk to customer service to explain about mistake in double booking. No human agent reachable. And I ended paying double for a mistaken booking. Highly not recommended.
I made a reservation for the wrong date, and called Traveloka support *within the hour* to see if it could be changed or voided, and they said they would try, and then over 3 days of useless back and forth over email they said they could not do it. I called the airline (Malaysian Airlines) and they said they would have been able to void the ticket if I had booked it directly through them, but meanwhile Traveloka was saying the decision was the airline's. 0/5 stars. The price wasn't even any better than directly from the airline.
Worst of the worst. If you need assistance, you will never be able to talk to anybody. No call center. They will only use chat bot. Even you are maybe able to reach an agent to assist, the queue is minimum 2 hours (this is written in the reply from the chat bot). Avoid Traveloka like the plague.
Doesnt provide a clear overview of the hotel prices. Upon arrival you need to pay extra fees while with other platforms such as booking its just one fixed price. This also makes that you can’t compare prices that Traveloka is offering. In first it seems like a good deal…
After my travel friend recommend travel oka, when I came to read the reviews I was VERY sceptical. However I booked my flight it was £30 cheaper than anywhere else. I got my booking email instantly, my flight number, I got to the airport and the rest is history. Smooth process and huge success. I’ll definitely be using this every time until it proves me otherwise.
We booked 4 tickets to SeaWorld the night before we went. Tickets arrived within 10mins, cost $84.50 each and we ended up saving nearly $100 for a family of four. Getting 20% off F&B vouchers was a nice bonus
It was amazing experience to travel with them ,Flight agent miss zanaib tahir was very cooperative and her behaviour was very professional and polite.love the experience
Traveloka is a mob of scammers. Kept lying and denying my request to reschedule/refund my ticket.
They created a reschedule once at 2am and only allow 60 mins actionable windows after sent an email saying that they will reschedule by mid-day the next day.
After that, they kept saying it's airlines policy that the flights are not reschedulable or refundable and asked me to get airlines written confirmation. I got the written confirmation from airlines, they kept lying and saying its airlines policy.
They drag on the process and kept denying and lying to customers. Tickets cost more than $2000 AUD.
Very disappointing experience with Traveloka.
Our flight was cancelled due to Krakatoa volcanic activity, and Traveloka was supposed to process the rescheduling with Qantas. With less than 24 hours before departure, our replacement ticket had still not been issued.
We contacted Qantas directly, and they confirmed that they had not received any rescheduling or rebooking request from Traveloka under our names.
This was extremely frustrating because Traveloka kept saying the case was being processed, while the airline itself had received nothing. For an urgent international flight disruption, this level of handling and communication is unacceptable.
Customers should not have to call the airline themselves to find out that the travel agent has not even submitted the required request.
Traveloka needs a much better escalation process for urgent ticketing and reissue cases, especially when departure is less than 24 hours away.
Misleading pricing and poor experience
Traveloka advertised that all taxes were included, but after I paid, I was informed of an additional city tax. They knew about this fee beforehand but refused cancellation or a refund.
Traveloka’s website showed the hotel with a rating of 7.9, and unfortunately, I trusted it. What I found was horrifying.
The hotel room was disgusting: empty bottles, cigarette packaging, a strong smell of cigarettes, and a huge amount of dirt and dust under the bed.
Moreover, Traveloka does not publish negative reviews on its platform—only positive ones. The same hotel has a rating of 4.5 on Booking.com, where warnings from other users were published. I deeply regret trusting Traveloka and making the reservation without checking reviews elsewhere.
I would not recommend Traveloka.
I am very disappointed with Traveloka’s service. I was unable to reschedule my flight after it was cancelled. I have already contacted customer service through email, phone calls, and live chat, but I have not received any helpful response or resolution.
This situation has been extremely frustrating, especially because the flight cancellation was beyond my control. The customer service has been very poor, and the lack of response is unacceptable. I expected much better support from a company like Traveloka.
I hope this issue can be resolved as soon as possible.
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