From System Bug to Support Disaster — How Traveloka Ruined My Booking
My experience with Traveloka has been extremely disappointing and frustrating. I reported a system error immediately after receiving an incorrectly issued voucher. The issue was clear from the start—I provided full screenshots and screen recordings showing that the platform did not allow age selection (“Per Pax”), yet the system automatically issued a child ticket in the backend. To make this absolutely clear, I even repeated the entire booking process and documented it step by step. I captured screenshots of each step, including the full screen showing that there is no option to select age. When clicking “Book,” the system directly proceeds to the payment page without any age selection. This clearly proves that the issue originates from the platform itself, not from user input. Despite this, support agents ignored the actual problem. Instead of verifying or reproducing the steps I shared, they kept responding based on backend data and repeated the same points. The case was passed around multiple times with no real ownership, no accountability, and no concrete solution. To be clear, I booked the activity just one day in advance. I am willing to pay a small additional fee if needed—not because it was my mistake, but simply to resolve the system error quickly instead of wasting time waiting. However, even with that flexibility, the issue was still not handled in time. Because of the slow, uncoordinated, and careless handling between Traveloka and their partner, the voucher ultimately became unusable within its validity window. This is not just poor customer service—it reflects deeper issues in both system design and support execution. A platform of this scale should not operate like this. Overall, this experience wasted my time, disrupted my trip, and left a very negative impression. I would seriously reconsider using Traveloka again.