“Context: long time Traveloka user (since 2016), first time having to cancel a multi leg journey Singapore - Kuala Lumpur - Singapore - Hong Kong - Singapore
Had a harrowing experience as I had to make changes and cancellations to my flights due to a family emergency which forced me to stay in Kuala Lumpur beyond my initial plans.
I requested a reschedule the day of the incident (24 hours prior to flight) and didn’t receive any update until three hours later when I was notified that my reschedule request was rejected.
Only managed to get around to a cancellation request the next day where the customer service requested I provide proof of my emergency (which I did and required me to spend more time in hospital administration) only to be told my cancellation is rejected as my cancellation timing did not meet airline policy despite traveloka taking a total of THREE HOURS to get back to my initial query
On my next reservation (flying out of Singapore to Hong Kong) the customer service agents insisted that they could not do anything to change my flight, I had to call SQ directly to make my reservation change where the SQ agent told me the Traveloka side would have had full autonomy to make the changes. In contrast the SQ agent was very much on the ball and helped me with my issue almost immediately.
As a loyal customer for many years, all I can say is I am disgusted by the lack of customer care shown by this company. No empathy was shown for customers in dire circumstances and I will never use their service again.”
“Terrible service and would never use again. We arranged a hotel transfer from the airport, our plane was delayed an hour and we arrived at Depansar airport and our taxi was no where to be seen. We got some help off another taxi operator who was waiting for his customers coming off the same flight who agreed to call them. The driver came to get us and when we were dropped off we were told we need to pay an additional 50000 rupiah for him waiting. When I refused due to the plane delay out of our control, he started swearing at us in front of the hotel staff. Would not recommend for anyone to use their airport transfer services. Disgusting welcome to Bali”
“DO NOT use this company traveloka it’s impossible to get either flight change or refund they will take all your money with the worst customer service.they give you the run around and never do anything”
“I had a mistake in booking my hotel. I called Traveloka's customer service number for assistance. They were able to fix my problem under 24 hours. I was so relieved. UPDATE: They helped me again! Traveloka's customer support is top-notch! I apologise, Traveloka, for having you go through so much. Lesson learned: Do not book hotels while sleepy! I will try booking flights with you next time!”
“I changed my rate as Traveloka CS helped me to refund even though it has been past overdue. It's easier to communicate with the CS rather than bots. I hope Traveloka can maintain its good service and better in the future.”
“I've been using traveloka for years and so comfortable with it. But i guess you guys should provide costumer service feature (chat especially) directly on this app, so we can communicate easily whenever we need help or any other indquiry”
“The cs response is fast if you have a cs call option. The problem resolved and the refund is successful. I do have some recommendations, starting from can you perhaps add the call cs option for every tier because i do have multiple accounts and not all them are a priority member. And another recommendation that i have is that can traveloka perhaps give a fixed or updated price for the flight ticket that would be very nice.”
“The cs response is fast if you have a cs call option. The problem resolved and the refund is successful. I do have some recommendations, starting from can you perhaps add the call cs option for every tier because i do have multiple accounts and not all them are a priority member. And another recommendation that i have is that can traveloka perhaps give a fixed or updated price for the flight ticket that would be very nice.”
“I changed my rate as Traveloka CS helped me to refund even though it has been past overdue. It's easier to communicate with the CS rather than bots. I hope Traveloka can maintain its good service and better in the future. Now I'm the loyal consumer :)”
“Very good application, many promos offered, many, many choices of tourist destinations too. If there is a sudden event that makes it impossible to leave, there is a reschedule feature, so don't worry …”
“Traveloka is the best! Convenient and easy to use. I travel regularly and usually use other booking apps for my flights and accommodations but this app really brings it to a whole new amazing level. Not only does it give you the total price (inclusive of service charge and tax), there are promos all the time. I totally love it! I don't understand why others complain about using Traveloka but I have never encountered such problems. When I had a query about something, the customer service respond almost immediately. Thanks, Traveloka and keep up the good work!”
“i don't normally do reviews. My wife and i just fly from Bangkok back to Australia always booked with traveloka never had a problem. I've had this app for a long time. Never had any problems”
“Horrible expereince here with traveloka, very irresponsible, waste of time, and money.
Attention all fellow travellers, I am facing horrible experience with the traveloka. I booked a ticket last year from Asia to Europe via traveloka, the Qatar airways. The airlines rescheudle significantly from 19th to 18 May. Requested refund, traveloka denied. A waste of time and energy. Called airline, let the returns tickets for a year. Started trying to get refund again in April this year, 2024. Traveloka website is not up to date, do not let the refund proceed. Airlines said refundale, in between several hours writing to them finally they said it is expired on 4th May, told me on 7th May 2024. It is more than 40, 000 THB. very irresponsbile and not providing basic necessary service like proper function webstie. So, be cautious using traveloka if the unexpected changes come they are horrible in terms of service and responsibilty. I am still following up on this issue, hopefully they will take necessary responsible action on this matter. (my family had been the biggest fun and long term customers for the decades. But not anymore!!!!)”
“Love Traveloka! Great app! user friendly and get your things done! Booked international flights 3 times in the past 6 months... friendly app, convenient and everything is very structured. Occasional deals are great! Highly recommended.”
“I recently used Traveloka to plan my vacation, and I'm so glad I did! The app was so easy to use and had everything I needed to plan a perfect trip. I especially loved the real-time updates and the ability to book everything I needed for my trip with just a few taps. It was good 👍”
“Helpful Info, But Room for Improvement in Filtering
did my initial research on hotels for my upcoming holiday trip in traveloka. though the information for the hotels is sufficient, the filter could definitely be improved for easier navigation. prices are more or less similar to other brands, but their first-user coupon can give me a better price at the end.”
“recently, i tried traveloka to book a flight for my trip to bangkok after finding they offered the best prices during my research where i encountered an issue when filling out my passport information. i was initially feeling apprehensive due to negative reviews i'd seen online, but pleasantly surprised that their customer support handled the situation smoothly for my standard. considering this surprisingly positive experience, i'm open to using them again in the future”
