Bus Companies Face Customer Complaints Amid Severe Congestion to Gilimanuk Port
Several travellers returning home from Ubung Terminal in Denpasar, Bali, remain awaiting confirmation of departure schedules amid lengthy queues of vehicles heading toward Gilimanuk Port. They have expressed frustration at the continued delays in their journeys home.
“We were supposed to depart at 10 in the morning, but we received information that departure had to be delayed due to ongoing congestion towards Gilimanuk,” said one traveller who wished to remain anonymous at Ubung Terminal on Tuesday evening, 17 March 2026.
Severe congestion on the Denpasar-Gilimanuk road has resulted in bus operators (PO) receiving complaints from passengers. Surya Bali, a bus company operating in Denpasar, is among those affected.
“Everything we had scheduled has been disrupted. Our estimated departures and travel times for routes to and from our destinations have all gone wrong,” said Fadjar Oetama, Operational Manager of Surya Bali, on Tuesday evening.
Fadjar noted that the company had already informed passengers about the congested conditions towards Gilimanuk Port. However, conditions have not improved even four days before Eid celebrations.
He stated that the congestion during this return migration period is the worst compared to previous years. “Usually congestion lasts around 10 to 12 hours, but this time it is over 20 hours,” he added.
As a solution, Surya Bali has prepared replacement buses to transport passengers who have been awaiting departure confirmation from Denpasar to Gilimanuk. He noted that shuttle buses have been arranged to take passengers to Gilimanuk and then provide escort services during the crossing to Banyuwangi.
“Once in Banyuwangi, our buses that are already on standby there will take passengers to their final destinations. Some are going to Jepara, Yogyakarta, Solo, and Magelang. We have had to do this because passengers have started complaining,” he added.
However, Fadjar noted that the shuttle bus solution has also increased the company’s expenses. He emphasised that the company is also offering compensation to help passengers understand the current situation towards Gilimanuk Port.
“Passengers feel that they have already bought tickets and should depart. Especially since they probably have schedules at their destinations as well, so ultimately that is the situation,” he said.
Meanwhile, M-Trans bus company, located in Sesetan, Denpasar, continues to operate its buses according to schedule to serve returning travellers heading to Gilimanuk Port. However, the route taken is longer as it must pass through Singaraja.
“Buses depart according to schedule. If there is congestion on the Gilimanuk-Denpasar road, we direct them through Singaraja,” said M-Trans Denpasar Operator Wiraprayatna on Tuesday.
“We monitor where the units are. We inform passengers and prepare them for boarding when the unit is ready so they do not have to wait long. If there are extra hours, we provide compensation. During breaking of the fast, we also provide meal services,” he added.