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.