Bad Bouraq's service
For July 23 I booked through Tunas Indonesia Tour & Travel Bali 11 tickets from Jakarta to Balikpapan and on July 26 Balikpapan to Ujungpandang.
The booking was made as a split booking of 4 pax, 6 pax and 1 pax.
Due to a heavy delay of Royal Jordanian Airlines flight Vienna - Amman, my 11 guests did not reach the Royal Jordanian flight to Jakarta on July 22 which was scheduled to arrive at 6:40 p.m.
My agent in Jakarta, Tima Wisata cancelled the Bouraq flight for July 23 right after finding out that the 11 guests would not arrive that evening. (Tickets have been stamped by Bouraq airport staff). The 11 guests finally arrived on July 24 at 9:40 a.m. by Gulf Air, so it was impossible to use the Bouraq flight 205 leaving Jakarta at 9:35 to Balikpapan. I had to buy 11 new tickets on Garuda to provide the program these people had paid for.(over 12 million rupiah)
I received the stamped tickets on July 30 in the evening. The next morning Tunas Indonesia contacted Bouraq Denpasar and was informed by a staff that an administration fee of Rp 75.000 per ticket has to be paid, when the tickets has a "cancelled" stamp. Tunas sent the tickets to Bouraq Denpasar on July 31. I did not hear anything from Tunas, nor Bouraq for one week so I called and was informed, that Bouraq now is asking for 25 percent cancellation fee per ticket and I should be patient, as they are still processing the case. The reason for the 25 percent cancellation fee is "not cancelled in time."
I like to ask the Bouraq managment, what does that mean "not cancelled in time?
The flight was cancelled immediately after my Jakarta agent was aware the group would not arrive that day (about 7:30 p.m.).
I cannot accept to pay 25 percent cancellation fee per tickets, as I was informed that the fee is Rp 75,000 per ticket . This is what I have charged my overseas tour operator. How could I possibly ask for more money now.
I wonder also how much time Bouraq still needs to pay the money back for services they have not given! I paid the tickets well in advance and the money had to be sent right away to Bouraq Denpasar.
SYBILL BALDAUF
Denpasar, Bali