Appalling Customer Service and Ticketing Information
Extremely disappointing customer service from Batik Air. I spent 154 minutes on the phone trying to sort out a baggage issue and still could not get a clear answer. On 31 March 2026, their AI support gave conflicting advice, first saying the booking did not specify baggage, then saying the Perth to Denpasar flight had 20kg, then saying the same rules applied to the return flight. Later that same day, Batik Air customer service emailed saying the outbound had 20kg but the return had no checked baggage allowance at all. Because Batik Air failed to properly process the baggage, I then had to pay AUD 1,251.00 on 2 April 2026 for what should have been the original requirement of 20kg each way, and then another AUD 1,080.00 at the airport on 6 April 2026 to get the baggage on board because the fees customer service said were processed had not actually been processed. Now I am being told I may have to wait up to 30 days for a refund, and even that refund amount appears to be incorrect. Very poor systems, very poor communication, and a completely unacceptable customer experience.