I am writing to make a formal complaint…
I am writing to make a formal complaint about my journey from Kuala Lumpur to Perth via Bali on 21–22 October 2026. The service I received during the disruption was extremely poor, and one of my checked bags is still missing. My first flight, OD193 from Kuala Lumpur to Denpasar on 21 October, was scheduled to depart at 2:00 pm but was delayed until 3:00 pm. We arrived in Bali at about 4:00 pm and then remained on the aircraft for around an hour. My connecting flight from Denpasar to Perth was due to depart at 7:00 pm. We were told there was a technical issue and were taken off the aircraft to the international departure terminal. Staff initially advised us that the issue would be fixed and the flight would be ready by 8:50 pm. At about 9:00 pm, we were told there was another technical problem and the aircraft could not fly. We were told accommodation would be arranged, but there was no clear explanation or proper ground support. We had to follow a staff member through the airport without being given clear information. We reached the ibis Styles Bali at about 11:40 pm. The accommodation and meal provided were disappointing, and we were told to be ready by 10:30 am the next morning. On 22 October, after breakfast, we took a bus to the airport and arrived at about 11:00 am. There was no Batik Air staff member available to welcome or guide us. Other passengers had to help us find the check-in area. We were told to queue, only to have the 18 passengers who had travelled from Kuala Lumpur to Bali pulled aside and told to wait for confirmation. This caused further delay and confusion. No meals were provided while we waited. We eventually boarded at about 2:00 pm, and the aircraft took off at about 4:00 pm. After arriving in Perth, I discovered that one of my three checked bags had not arrived. I have since travelled back to Kununurra and am still trying to trace it. The delays and technical problems may have been outside your control, but the lack of clear communication, guidance and basic passenger care was not acceptable. Please: Provide a written explanation of what happened and why passengers received so little assistance. Confirm the current location and status of my missing bag, and arrange its delivery to me in Kununurra. Explain how Batik Air will address the disruption and the inadequate care provided, including any reimbursement or other remedy available. Advise what information or receipts you need from me to assess any reasonable out-of-pocket costs. Please acknowledge this complaint and provide a case reference. I would also appreciate a substantive response within a reasonable timeframe.