I had booked a flight from Bali to Singapore via Jakarta on Sat 17th Feb at 1400. When I arrived at Bali domestic airport I was told that I had missed my flight, I stated that this was incorrect as it was currently 1215 and my flight was at 1400. I was then advised that my 1400 flight was cancelled and that they had put me on an earlier flight at 1215. I asked why I wasn’t advised of this, they said they tried to call me but the number they had for me was a completely different number. I then had go back outside to customer service where they tried to rebook me on a later flight to Jakarta & Singapore. However when they booked me on a later flight to Jakarta, my onward flight to Singapore was the next day. I advised that I couldn’t stay overnight in Jakarta as I had an onward connection to London once I arrive in Singapore. They then booked me on a Garuda flight to Jakarta and told me to collect my boarding pass for the next sector from Jakarta to Singapore once I arrive in Jakarta.
When I arrived in Jakarta, I went to the Garuda desk, they advised they had no booking for me to Singapore. I was then told to go to the Citilink desk which was at the other end of the terminal. I was getting very distressed and anxious. I am a 52 year old woman travelling on her own in a country I had never been too before. I felt very vulnerable and worried.
I eventually got my Citilink flight to Singapore and was able to get on my flight to London that evening.
I also had issues on my outbound from Singapore to Bali. I was taken off my BA flights from London to Singapore. I tried to change my flight with Air Asia from Singapore to Bali on Tue 13th Feb however it was late at night at the Air Asia bot was not allowing me to change my flight. I had to rebook another flight for that same evening and then book again for the next day. I ended up booking three flights with Air Asia from Singapore to Bali which was very costly and I only used one of them.
This whole trip has been very stressful for me and it was the first time I had booked with Air Asia via their app. The Bot is not user friendly at all.
Please could you look into tjid, appreciate your support.
Kind regards
Jenny Sangha
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