How to contact Garuda Indonesia customer service?
The primary way to contact Garuda Indonesia customer service is via their call center: +62 21 2351 9999. However, during peak call times, turning to direct messaging on social media may yield quicker responses. For detailed discussions of complex issues, sending an e-mail is often the best option.
This guide will empower you with effective tactics to elicit prompt responses from Garuda Indonesia customer service. From the ground up, let’s explore your options. Depending on the nature of your query, several channels are at your disposal:
Automated phone systems are widespread today. Trying to skip their automated menus by saying “agent” (or anything else) can only make your call longer. Instead, state your purpose slowly and clearly to ensure you’re directed to the appropriate queue.
Operating hours across Garuda Indonesia support channels
- Garuda Indonesia primary call center number +62 21 2351 9999 operates 24/7.
The 24-hour availability ensures assistance for passengers across various time zones, regardless of the time of the day.
- Garuda Indonesia live chat offers assistance 24/7.
- Customer service via email operates continuously due to email’s asynchronous nature – accepting inquiries 24/7. Response times, however, may vary based on the inquiry volume and issue complexity. Garuda Indonesia support team strives for 24- to 48-hour response (busier periods might require more time).
- Social media platforms like Twitter and Facebook operate 24/7, allowing passengers worldwide to ask questions or report issues at any time. While responses might not be instantaneous, Garuda Indonesia usually aims to respond swiftly, often within a few hours.
- garuda-indonesia.com website offers help and contact pages – available for passengers 24/7.
- customer service desks at airports are designed to aid passengers who prefer face-to-face assistance. Garuda Indonesia help desks operate according to each airport’s hours.
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Real human help
How to talk to a live person at Garuda Indonesia?
To reach a live person at Garuda Indonesia, you can use most of their communication channels – call center, local offices, live chat, social media, emails, or airport service desk. Each route ensures interaction with human operators, either immediately or after an initial automated response.
- When you dial Garuda Indonesia call center number, you’ll be connected to a human operator. Initially, you might interact with an automated Interactive Voice Response (IVR) system – designed to guide you to the most suitable department (and to put you on hold if the lines are busy). However, once the line is free, you will be connected to a real person.
- Reach out to your local Garuda Indonesia office – it is probably the best way to talk to a real person. As they handle fewer calls, you’ll experience much shorter waiting times.
- Web chat is slightly different as it often employs technologies like AI bots to provide a simulated “chatbot operator”. However, Garuda Indonesia customer care team member is always ready to intervene. To connect with a real person, type phrases like “talk to human” or “live agent”.
- Message Garuda Indonesia on their social media platforms (use Twitter DM or Facebook Messenger). Although initial interaction may also be with a bot, a human operator will usually step in for complex issues.
- Emails are typically handled by human operators. Despite an initial automated response, a real person will provide a follow-up reply shortly.
- If you’re at the airport, check if the airline has a service desk on-site. Pay a visit to speak to a representative in person.
Garuda Indonesia international contacts
International customer service can handle your booking just like the main call center. Instead of competing for time with the hotline in Indonesia, jump the line by dialing those in other countries — Australia, China, Netherland, Saudi Arabia, Singapore — for example. Travelers report that the Garuda Indonesia support in those countries has much shorter wait times, sometimes just a few minutes.
As a last resort, head for the foreign language-speaking call center. It will help if you are comfortable with that language, but there’s a chance that the hotline staff also speaks English.
| Country | Garuda Indonesia Phone Number |
|---|---|
| Australia | +61 2 9334 9969 |
| China | +852 2769 6681 |
| India | +91 11-41517121 |
| Japan | +81-3-5521-1122 |
| Malaysia | +60 3 2702 6298 |
| Netherland | +31 20 5502600 |
| Saudi Arabia | +966 12 665 6121 |
| Singapore | +65 6542 3085 |
| Thailand | +662 6797365 |
| Vietnam | +84-28 39302949 |
Garuda Indonesia urgent/emergency phone numbers
In case of an emergency related to the Garuda Indonesia flight, call this number: +62 21 2351 9999 (hotline in Indonesia).
If you are in a different country, refer to the “International Contacts” section above for your local phone number.
These are the general customer service phone numbers as Garuda Indonesia does not provide a separate number for emergency situations. However, the airline representatives will be able to assist you with urgent issues such as flight cancellations, ticket changes, lost passports, etc.
If phone lines are busy, initiate simultaneous conversations through Twitter DM (@GarudaCares) and Facebook Messenger to increase your chances of a prompt response.
Call for free
Toll-free Garuda Indonesia hotline
Currently, Garuda Indonesia does not provide toll-free numbers for its customers. Before you call its hotline abroad, review your mobile plan to see if it includes international calling or offers affordable international call packages.
Consider using Wi-Fi calling services available on most smartphones or VoIP services like Skype, WhatsApp, or Google Voice to call the airline from overseas to avoid high rates.
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Garuda Indonesia WhatsApp number
To contact Garuda Indonesia via WhatsApp, use +628112807807 number. Once you’ve added the number to your contacts, you can start a conversation by sending a message.
You can use Garuda Indonesia WhatsApp number to get help with your reservation, get information about your flight, or ask other questions regarding your trip. It is a secure way to contact airline’s customer support, as all messages are encrypted.
Alternatively, to avoid high rates for international calls, you can use Wi-Fi calling or VoIP services.
Wi-Fi calling lets you place phone calls via a Wi-Fi network rather than a cellular network, much like WhatsApp, helping you avoid any roaming charges. Most carriers and smartphones support Wi-Fi calling, but you’ll need to enable it in your phone’s settings. Please note that Wi-Fi calling is restricted in countries like China, Egypt, Oman, Qatar, Saudi Arabia, and UAE.
VoIP apps like Skype, Viber, Google Voice or Talkatone are another way to call Garuda Indonesia international numbers cheaply. In a manner similar to WhatsApp, they tap into the internet to place calls. While not free, these services offer competitively low rates for calls to both landlines and mobile phones. Costs generally range between $0.01 and $0.20 per minute, subject to the country and service provider being called.
In 2017, the EU has abolished roaming charges within its territory. If you’re within the EU and you place a call to a Garuda Indonesia number located in the EU, it will be priced as domestic call — with a capped cost of 19 cents (plus VAT) per minute.
Garuda Indonesia phone numbers by city
Your regional Garuda Indonesia helpline often has more specific knowledge about local airports, regulations, and services. They may be able to provide more detailed and relevant information.
Most agents have good English proficiency. The regional lines will likely have representatives who are also fluent in the local language; if you feel more comfortable communicating in your first language, look for the phone number for your nearest location.
Calling a regional center means you’re likely calling within your time zone — this can make it easier to reach someone during business hours.
| City | Garuda Indonesia Phone Number |
|---|---|
| Amsterdam | +31 20 5502600 |
| Bangkok | +662 6797365 |
| Ho Chi Minh City | +84-28 39302949 |
| Hong Kong | +852 2769 6681 |
| Jeddah | +966 12 665 6121 |
| Kuala Lumpur | +60 3 2702 6298 |
| New Delhi | +91 11-41517121 |
| Singapore | + 65 6542 3085 |
| Sydney | +61 2 9334 9969 |
| Tokyo | +81-3-5521-1122 |
When to call
Best times to call Garuda Indonesia
To decrease on-hold times, try to call Garuda Indonesia at off-peak times during the middle of the week (Tuesday to Thursday). The earlier in the day you call, the less you’ll have to wait.
Experienced customers suggest the best time to call Garuda Indonesia is early morning, from 4 am to 7 am (as per the call center’s local time), for 24/7 hotlines or just as the call center commences operations. Remember to adjust for any time differences.
The evening hours and weekends typically encounter the highest traffic and should be avoided.
Third-party apps like DoNotPay can save you time by placing a call and enduring hold times on your behalf. By using tricks, the app tries to get a human on the line quickly (it has built a database of priority customer service numbers). Then it calls you back and connects you to the agent. DoNotPay is a paid service and currently supports US numbers only (expansion to other countries is underway).
Garuda Indonesia email address
Reach out to Garuda Indonesia at this email address: e-booking@garuda-indonesia.com. This is the primary email address for airline’s customer service, suitable for providing feedback or making inquiries. Alternatively, you can send them an email through the online form.
You can also reach out to one of airline’s local offices. Some of these branches openly share their email addresses online, providing a more localized channel for correspondence.
Regional email addresses
You can find a list of Garuda Indonesia regional email addresses below:
| Country | Garuda Indonesia Email Address |
|---|---|
| India | resvmgr.ga@bird.in |
| Philippines | philippines.paxsales@garuda-indonesia.com |
| Singapore | sin-reservation@garuda-indonesia.com |
| Sri Lanka | srilanka.paxsales@garuda-indonesia.com |
| Vietnam | vietnam.paxsales@garuda-indonesia.com |
If you want to send an email to one of Garuda Indonesia’s employees, try the popular email format used by many companies: First.Last@garuda-indonesia.com. For example, to email Jane Doe who works at the airline, use Jane.Doe@garuda-indonesia.com.
Garuda Indonesia sales and ticketing offices
Garuda Indonesia ticketing and sales offices are often found in major cities and airports. They provide essential services such as ticket reservations, flight rescheduling, cancellations, frequent flyer award tickets, and information about various services offered by the airline. When you encounter a problem with your booking that can’t be resolved online, the sales office is the right place to seek assistance.
Here’s the list of Garuda Indonesia offices and regional branches around the world:
| City (Country) | Garuda Indonesia Office Address / Phone |
|---|---|
| Australia | Level 3 - Suite 1100 | International Terminal | PO Box 3077 | Sydney International Terminal, NSW 2020 |
| China | ROOM 606B, 6/F, ISLAND PLACE TOWER, 510 KING’S ROAD, NORTH POINT, HK |
| India | E-9, Connaught House, Connaught Place, New Delhi 110 001 |
| Japan | KDX Toranomon 1 Chome Bldg., 1-10-5 Toranomon, Minato-ku, Tokyo 105-0001 Japan |
| Malaysia | PT GARUDA INDONESIA (PERSERO) TBK UNIT 2-2 SECOND FLOOR KL TRILLION, NO 338 JALAN TUN RAZAK, 50400 KUALA LUMPUR |
| Natherland | The Base Schipol, C-Tower 3rd floor, Evert van de Beekstraat 1-84, 1118CL Schipol Airport, The Netherlands |
| Saudi Arabia | City Center Groound Floor, Madinah Road PO Box 11727 Jeddah 21463 |
| Singapore | Singapore Changi Airport Passenger Terminal 3 B1-22, SIN 819663 |
| Thailand | 1168/77 Lumpini Tower 27th Floor Rama4 Road, Thungmahamek, Sathorn, Bangkok 10120 |
| Vietnam | 2nd Floor, Travel House Building, 170 – 172, Nam Ky Khoi Nghia Street, District 3, Ho Chi Minh City |
Garuda Indonesia live chat
Garuda Indonesia live chat (“Live Chat”) is a tool that connects travelers with live agents — human support representatives. It is, in fact, one of the fastest ways to get help from the airline, providing real-time, back-and-forth conversation with Garuda Indonesia support agents. Comparing to call centers, web chat waiting times are significantly reduced.
Live chat connects website visitors with a representative via instant messaging in a private browser window. That’s why it’s a convenient tool for those who want personalized service, but they don’t necessarily want to pick up the phone or wait for an email response.
To access the Garuda Indonesia webchat and talk to a live agent, visit the airline’s website.
Garuda Indonesia live chat is open 24/7.
For security reasons, live chat agents cannot proces sensitive payment information. To make purchases (like ticket changes or additional baggage), you’ll be redirected to a secure payment portal or advised to call Garuda Indonesia directly.
Feedback: How to file a formal complaint?
To formally lodge a complaint with Garuda Indonesia, begin by using the carrier’s designated feedback channels. Retain all pertinent documents — boarding passes, receipts, tickets, and email correspondences — as they may be needed to support your case.
To file a formal complaint, send email the the Customer Relations department directly: customer@garuda-indonesia.com. Remember to include the necessary details, clearly stating the nature of your complaint. Garuda Indonesia will reply to your complaint within a few working days.
For direct, pesonal assistance, passengers wishing to share their feedback or discuss encountered issues can speak to a representative by dialing + 0 804 1 807 807.
If your complaint isn’t addressed satisfactorily, you may escalate it by writing a detailed letter outlining your complaint and the resolution you seek. Send it to this postal address:
—
PT Garuda Indonesia (Persero) Tbk.
Management Building, Garuda City
Soekarno-Hatta International Airport
Tangerang 15111, Indonesia
PO BOX 1004 TNG BUSH
If all else fails, email the CEO. Write a polite complaint email briefly explaining your situation and kindly requesting their assistance. While the CEO may not personally respond, their team usually takes prompt action. Often, the outcome can be even better than what you had hoped for. Use services like Hunter.io or Spokeo to find the email address of the Garuda Indonesia CEO.
Aviation Consumer Protection
Escalate your issue to the ombudsman
If you are unsatisfied with how Garuda Indonesia settles your complaint, you can contact your country’s Airline Customer Advocate (ACA) body. The ACA works as “the ombudsman” — an official appointed to investigate individuals’ complaints against businesses. Please note that the ombudsman may take up to 90 days to resolve your Garuda Indonesia issue.
- United States: You can file a complaint to the U.S. Department of Transportation’s Aviation Consumer Protection Division (phone: 202-366-2220).
- Canada: The Canadian Transportation Agency (CTA) provides dispute resolution for air travel complaints (phone: 1-888-222-2592, email: info@otc-cta.gc.ca).
- Australia, The Airline Customer Advocate (ACA) offers free and independent ombudsman service.
- European Union: If your flight departed from an EU country or was with an EU carrier and landed in the EU, you’re protected by EU passenger rights. You can submit your complaint to a National Enforcement Body (NEB).
- United Kingdom: If your flight departed from an airport in the UK, you can lodge a complaint with AviationADR.
Premium hotline
for GarudaMiles members
GarudaMiles, Garuda Indonesia‘s loyalty program provides dedicated phone number for members, with shorter waiting times than the standard hotline. If you are a GarudaMiles member with Blue, Silver, Gold, Platinum status, you can dial +62 813-9845-4480 to reach frequent flyer program (FFP) customer service in Indonesia.
Dedicated customer service for the GarudaMiles FFP can assist you with verifying your reward point balance, making flight reservations, processing the flight redemption and upgrades, or just addressing any queries you might have about the loyalty program.
Alternatively, send an email to garudamiles@garuda-indonesia.com..
If you find yourself already at the airport, consider seeking aid from an airline agent at the Garuda Indonesia lounge. Their team is often capable of addressing same-day issues or can offer you a direct airport line, bypassing the queue. However, ensure you’re eligible for lounge access beforehand, as it’s generally reserved for top-tier frequent flyer members.
Contacting Garuda Indonesia on social media
Getting phone help from Garuda Indonesia often means long waits. So here’s our advice: before calling the helpline, try to get a quick fix by contacting them via social media — Facebook, Twitter. Many travelers are reporting that they get a faster response there. Most large airlines have teams of social media specialists; in our experience, it’s the easiest way to resolve an issue.
Craft a concise and polite message explaining your issue or inquiry. Include relevant details like your booking reference or flight information. If you don’t hear back within a reasonable timeframe, send a follow-up message.
Use this trick to contact the airline faster: mention @GarudaCares in a tweet about your issue. Garuda Indonesia team will often notice it immediately and provide an answer. It’s a method we recommend if your issue is particularly urgent.
Self-service
Do you really need
to call the airline?
You’d be surprised to know that many of your issues can be easily resolved without contacting Garuda Indonesia customer service.
My Trip
This section on the Garuda Indonesia website is a convenient self-service tool you can use to manage your reservations. My Trip eliminaties the need for lengthy interactions with customer service, addressing typical passenger queries:
- retrieving booking information
- seat selection and upgrades
- adding extra baggage
- ordering special meals
- upgrading flights
- cancelling flights
- applying for a refund
Please note that the availability of some of these actions depends on the fare type and the terms and conditions of the ticket purchased. In some cases additional fees may be applicable.
Help Center
Before dialing into the Garuda Indonesia hotline, we recommend consulting the airline’s help articles. Grounded in years of customer interaction and experience, these articles answer many common queries and provide valuable travel advisories:
Chatbot
Harnessing the power of AI, airline chatbots provide 24/7 service – reducing the need for hotline waits. While they can’t solve all problems, their capabilities continually improve with technology advancements.
Regrettably, Garuda Indonesia has yet to introduce a chatbot on their website. However, in the meantime, you can check other ways to engage in online chat with the airline.
FAQ
What is the hotline response time?
The average wait time for Garuda Indonesia representatives is between 5 and 50 minutes — depending on when you're calling. However, when the airline gets hit with an unprecedented wave of calls amid mass cancellations, you should be prepared for much longer waiting times.
Like most airlines, Garuda Indonesia employs a certain number of staff in its hotline — sufficient to serve customers under standard conditions. If these conditions change (sudden flight delays and cancellations, peak travel times such as school holidays, etc.), the airline usually allocates more resources to customer service to address the increased demand.
Where can I find Garuda Indonesia service desk at the airport?
Garuda Indonesia houses its main service desk at in Jakarta, Indonesia. The airport serves as the primary hub airport for the carrier, coordinating the lion's share of its flight operations. The Garuda Indonesia representatives at this airport desk provide comprehensive customer service for passengers: booking changes, refunds, upgrading flights, special assistance requests, etc.
You’ll also find Garuda Indonesia service desks at other major airports in its network: Amsterdam Airport Schiphol AMS, Changi Airport SIN, Hong Kong International Airport HKG, King Abdulaziz International Airport JED, Sydney International Airport SYD,.
Not all airports serviced by Garuda Indonesia maintain its help desks. Their presence depends on the airline's scale of operations, airport size, and arrangements with other airlines. Smaller airports with sparse Garuda Indonesia flights or those primarily catering to regional traffic may lack a dedicated service desk.
If you’re flying with the Indonesian carrier and aren’t sure whether there will be a service desk at the departure airport, check the airline’s and the airport's websites. Alternatively, contact customer service for the most up-to-date information.
Missed Garuda Indonesia flight contact number
If you think you're going to miss a flight, call Garuda Indonesia immediately at +62 21 2351 9999. The sooner your airline knows that you'll be late, the more options it has to fix it. Garuda Indonesia often charges you for a new ticket if you miss a flight, but there are important exceptions. To find out if you qualify, you need to act fast. Calling the airline ASAP can significantly increase your chances of getting rebooked on the next flight at no additional charge.
How to request a callback from Garuda Indonesia?
Garuda Indonesia does not provide a callback option. However, you can still potentially get an airline representative to call you back:
- Try to initiate contact by reaching out to Garuda Indonesia through the channels they offer — email, live chat, social media, or the hotline.
- Clearly state that you would prefer to be contacted by a phone call (callback)
- Briefly explain your issue or question; include your phone number and the best times to reach you.
- Follow up: if you don’t get a response within a reasonable timeframe, try reaching out again.
What is Garuda Indonesia Business Class contact number?
Several airlines offer premium, dedicated phone lines exclusively for their Business Class passengers — recognizing the investment they make when they opt for a higher level of comfort.
However, Garuda Indonesia does not offer a dedicated phone number for Business Class customers. Instead, they can contact the airline’s general customer service line. Although this might involve some waiting, the airline prioritizes assisting their high-tier customers as quickly as possible.
Should I contact my travel agent instead of CS?
Yes, if you find airline customer care burdensome, you may ask your travel agent for help. An agent can remove all that drama from your booking experience. Good travel agents have dedicated "air teams" behind them (who have relationships with airlines) and often work via a bigger agency leveraging its robust networks and connections.
When Garuda Indonesia cancels a flight or makes a change to your itinerary, travel agents have the power to handle this for you on your behalf. They don’t even need to speak to the airline in most cases since they have access to the backend of a booking system and are permitted to make changes to your reservation. Sometimes, they can even “bend” the rules.
The best thing: you’ll typically pay the same price for the flight ticket. Commissions made by agents generally come from the airline side, not the customer side.
What is the location and contact for head office?
Garuda Indonesia’s head office is located in Jakarta, Indonesia:
PT Garuda Indonesia (Persero) Tbk.,
Management Building, Garuda City,
Soekarno-Hatta International Airport,
Tangerang 15111, Indonesia
Phone: +62 21 2351 9999
Garuda Indonesia HQ (headquarters, head office, corporate office) serves as the principal business hub for the airline, its center of planning, coordination, and execution. The head office manages most of the airline's national functions, including finance, legal affairs, human resources, and marketing. It is also the central workspace for Garuda Indonesia's executive team, including the CEO, CFO, and key managerial staff. The headquarters oversees all other offices and branches, which report back to this 'nerve center' of operations.
How to call Garuda Indonesia from Indonesia?
Passengers in Indonesia can contact Garuda Indonesia by dialing this customer service phone number: +62 21 2351 9999.
How to call Garuda Indonesia from Netherland?
If you're in Netherland and need to reach out to Garuda Indonesia, call its hotline: +31 20 5502600.
How to call Garuda Indonesia from Australia?
To call Garuda Indonesia from Australia, dial +61 2 9334 9969. Follow the voice prompts to get in touch with the correct airline's department or its representative. This line is equipped to handle a range of inquiries — including reservations, flight information, customer service, and more.
What is Garuda Indonesia reservations phone number?
The main phone number for Garuda Indonesia reservations is +62 21 2351 9999. If you require assistance with your flight ticket, you can also call the airline's regional call center or local ticketing office. Please note that the company may charge an additional fee for reservations made over the phone.
What is Garuda Indonesia rebooking hotline?
To rebook your flight with Garuda Indonesia, first review their current conditions and policies, as these occasionally change. Then contact their main call center at +62 21 2351 9999.
It's recommended to consult the rebooking with an airline representative as it enables you to discuss changes to your itinerary and explore all available flight options in detail. Be aware that rebooking may incur a fee.
| Country | Garuda Indonesia Phone Number |
|---|---|
| Philippines | +63-2 8400-5978 |
| Sri Lanka | +9411 2168291 |
| Country | Garuda Indonesia Phone Number |
|---|---|
| Beijing | +86 (0) 10 85253339 ext 107 |
| Shanghai | +86 21 5239 8127 |
| Hyderabad | +91 98300 43257 |
| Mumbai | +91 22-66603877 |
| Bangalore | +91 80-30500008 |
| Kolkata | +91 33-46023992 |
| Manila | +63-2 8400-5978 |
| North South Lines | +9411 2168291 |
| Ha Noi | +84-24 39347239 |
| Country | Garuda Indonesia Phone Number |
|---|---|
| Philippines | 4th Floor, The Pilgrims Center, 758 P. Ocampo Street, Malate, Manila 1004 Philippines |
| South Korea | 9th Floor. Special Post Office Pension Service Agency Bldg., 130, Mapodae-ro, Mapo-gu, Seoul, Korea (04212) |
| Sri Lanka | 400 Deans Road, Colombo 10 Sri Lanka |
