Garuda Indonesia Passengers Detained Following Onboard Complaint

An interesting incident happened on a flight in Indonesia over the weekend. A family was detained upon arrival in Denpasar after flight attendants overheard a husband and wife complaining about the airline.

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A Garuda captain ordered a family of five detained last Saturday. Photo: Kentaro Iemoto via Flickr

As reported in View From The Wing, Jessica Wijaya was flying on Garuda from Jakarta to Denpasar on Saturday 4 January 2020 with her husband and three kids.

Apparently, the flight was held up on the tarmac for 50 minutes and one of her kids needed to use the toilet. The Wijaya’s have two toddlers and a newborn. Ms Wijaya’s husband asked a flight attendant if they could use the toilet but the flight attendant said no. The kid started to gripe about his stomach and the husband started to gripe about the airline.

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Garuda was ‘insulted’

Anyhow, at least one flight attendant overheard the complaints between husband and wife and the complaints seemed to have made their way up to the captain in the cockpit. The captain was underwhelmed (the airline was ‘insulted’) and had them held for several hours as the family (presumably now all happily toileted) were picking up their bags at the carousel after the flight landed. 

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Jessica Wijaya. Source: Instagram

At the carousel, the Wijaya family were met by the Captain, some of the flight attendants, and a few aviation security officers. The Captain ordered the family detained, saying he was acting on behalf of Garuda’s director of operations.

“After the flight, my family including 2 toddlers + one newborn was arrested by a Garuda pilot in a super mafia style.

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As the Captain left the family with security officers, Ms Wijaya allegedly said she’d be calling a buddy of hers, prominent local business identity Chairul Tanjung, who is on Garuda’s board of commissioners. 

According to Ms Wijaya, the family was held for three hours before being cut loose. Where they were held is unclear – presumably not at Kerobokan. Ms Wijaya, like any self-respecting young woman, expressed her displeasure on Twitter.

Airline super sensitive to criticism

Garuda is remarkably sensitive about criticism – which is ironic as this particular airline usually leaves itself wide open to criticism. Last year, the airline banned amateur photography onboard after one less than glowing online review. And as Gary Leff in View From The Wing notes, if you started detaining people who criticized an airline, entire countries would be denuded of their populations. I’d definitely be doing life in some hellhole somewhere.

And it seems Ms Wijaya isn’t one of the hoi polloi. The lady is connected. Her complaints got a swift response and a groveling apology from Garuda. Indonesia’s Minister of Tourism even got involved, issuing a statement decrying the Captain’s behavior. Garuda’s acting director, Fuad Rizal has said;

“Garuda Indonesia is currently investigating the pilot to determine whether they abused their power. We are in touch with the passenger in our effort to resolve the matter as best as possible.”

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The family were detained for three hours at Denpasar Airport. Photo: Bali Airport.

It’s a bit of a PR dump for Garuda, seemingly run by a lady who knows a thing or two about getting her side of the story out there. It follows a string of bad press for the airline. In addition to the no photographs rule, the airline’s on and off services to London have become a running gag, the airline’s former boss was sacked in December 2019 for smuggling motorbike parts and bicycles on flights and there was the woefully underreported 2019 prostitution scandal between Garuda bosses and flight attendants.

Simple Flying has approached Jessica Wijaya to get some more details and context. If we hear back from her, we’ll update. In the meantime,  if you are on a Garuda flight today, save the complaints until you’re off the plane and safely outside the terminal.

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Gerry S

Just when you think you have seen/heard it all…….this! Alas… it is not uncommon in many countries. Egypt detains people who "talk bad" about Egypt, as do other countries. Freedom of expression is unheard of in many third world countries, many of them, unfortunately, Muslim. One day all humans will evolve and incidents such as this will be no more. Unfortunately it will not be in my (nor my children's) lifetime. We North Americans and Europeans take much for granted until we view how the rest of the world see things entirely differently. We have a long way to go… Read more »

Bo Jones

In some parts of this country people are flogged in public because of their sexual preferences and orientations. Don’t be fooled by commercials. This is what they are.

Bob J

I agree with your point. However I do not see the need to mention Muslims. I think this is common in many countries not just Muslim third world countries. Many countries like Israel and China do it. China have CONCENTRATION CAMPS so I don’t think its mainly Muslim countries.

Cahpek

Gosh, with such negative publicity (some which seemed to be self-inflicted) from Garuda, it would not be surprising if it might soon be known as the “Setengah Masak” airline, whether it deserves it or not.

“Setengah Masak” , if you know Malay/Indonesian is equivalent to meaning “Half-baked” !!!!

We had planned to book their flight from London to Bali before it was pulled (very “attractive” business class fares). Good job we hadn’t.

Gnoelj

If the airline or its staff refuse to take criticisms and improve, the likelihood of this would be the service of the airline will go DOWNHILL. A good company, including an airline, can only improve if they address their weaknesses and correct them. If, instead, they ignore bad practices and bad service, and if they arrest or ban customers from complaining or making negative comments, or even taking pictures of how bad they are, how can such a company ever improve? Answer: they can’t. I , for one, will be avoiding Garuda, for the foreseeable future. I won’t want to… Read more »

Anna

Sorry to hear about a false arrest and false imprisonment of passengers complaining is not a criminal al offence .It isn’t a security risk either considering they just talked amongst themselves.eaves dropping is an offence in some countries though.I think it amounts to stalking too in some cases.problem is what did they say in forms or to security because such a thing would be crime certainly here its fabricating evidence there is a right to have false misleading evidence removed .it could have long term effects for the couple.terrible.I see this here in uk too esp in medical care and… Read more »

Paul Liriano

This is why tourism to Indonesia is a joke and travel the Philippines, Vietnam, and Malaysia is booming. Why risk your vacation to a country where the government allows for the airlines to skimp on safety all the while you see a three ring circus with a family who just needed a child to use the toilet. I just don’t understand why a child who needs to use a toilet cannot do so? You could also argue that none of the flight attendants have kids (cant get fat or you lose your job in Asia), so none of them understand… Read more »

Obama

Regarding the issue about flight attendants getting fat. I think Singapore airlines do the same thing.

david brackin

i fail to understand on what authority did the pilot have to arrest a passenger?simply for making a negative complaint about the airline is no reason for unlawful detainment.viewers may be able to provide more information if this is legal or not.