Transnusa Reviews 

Told me i couldnt get a refund unless i was dead. Even with a medical certiftcate saying it was impossible for me to travel

Pelayanan petugas check in yg sangat buruk dan tidak sopan, penerbangan cgk - singapore (Sabtu, 31 okt 2026 11.55) tidak diperbolehkan ikut kecuali saya sudah ada booking tiket balik, bahkan menanyakan jumlah saldo di rekening saya dan harus bisa membuktikan, sangat memalukan pertanyaan seperti itu bisa disampaikan, melebihi petugas imigrasi bandara dan at the end saya tetap tidak diperbolehkan berangkat meski hanya telat 5 menit dari waktu check in. Padahal sy harus mengikuti event lari.

Terpaksa saya membeli tiket baru maskapai Batik, dan sangat berbeda pelayanan petugas maskapai Batik sangat sopan bahkan tidak ada pertanyaan terkait tiket pulang , tempat menginap bahkan sampai dengan jumlah saldo rekening.

Ga akan lagi naik maskapai trans nusa due to bad service and underestimate passenger

Our flight was brought forward early from Lombok to Bali (8B-5255) without any warning. There were six of us in total (one had booked completely separate) and no-one received any email or message. They charged us for another flight after laughing at us and the Customer Service woman sent us off with a guy in their uniform who seemed to have been a scammer as he took us to an ATM for cash! When we queried this, he disappeared telling us to wait there and never returned. The Customer Service Agent says she did not know who he was but they had one another's numbers. I reported this to Airport police who were just as useless. We then had to pay additional emergency accommodation as well as losing a night's accommodation in the hotel we should have been in, in Nusa Dua, extra taxi fares and flights. Have repeatedly emailed and messaged and no-one cares! Would not recommend this airline to anyone! Totally ruined my birthday trip with my family and my sister who met us from the UK!

Even it is cheap, do NOT book with this company. They changed 4 (four!) times the schedule. And is not over. The funny thing is that my second flight departs BEFORE the arrival of the first! I have to build a time machine to fly 2 hours back to the past.
How can this make sense for them?

Don't book unless you have open schedule.

Terrible airline that changed the flight time which means I'd miss the event i wanted to attend.

Refund policy offers no help even though the airline made the huge time change

Please do not book a flight with this airline! They try to rip you off.

We wanted to check in our luggage, and the lady at the counter first insisted on weighing our carry-on bag. Suddenly, the small suitcase supposedly weighed 12.5 kg. I told her that this couldn’t be right and that it weighed a maximum of 9 kg.

She then became extremely rude and said that I shouldn’t accuse her of lying, even though that was exactly what she was doing. I then put the suitcase on the baggage scale next to the counter, and it showed its actual weight of 9 kg.

She didn’t even apologize. Instead, she became even more annoyed and tried to charge us extra for other things as well!

Please fly with another airline and don’t make the same mistake I did.

The delay I experienced on flight [8B386] was completely unacceptable. While I was informed about it, the length of the delay had no reasonable justification, and I received no apology or compensation whatsoever for the inconvenience caused.

In addition, the seating on board was extremely uncomfortable. The seats were unacceptably narrow, which made an already long journey even more unbearable. As a paying passenger, I expect a basic standard of comfort during my flight.

I would like to remind you that my time is just as valuable as my money. If this matter is not resolved appropriately, I will not hesitate to escalate this complaint to consumer rights authorities and share my experience publicly on social media.

I would give 0. I booked a flight with booking.com while in Indonesia. Not even a week later, my family and I suffered a 7.7 earthquake while in Riung on Flores Island and were urged to immediately leave the country per the French embassy. I tried contacting Transnusa via email and WhatsApp (cannot call bc of international phone number). I received no answers via email. Only after 3 days of texting did I get an automated response that got me nowhere. Horrid, atrocious customer service. You cannot speak to a person. And Booking.com did nothing to help

Worst airline I’ve ever had to deal with. We booked a morning flight and they changed it to a night flight. They let us know at 5:50pm and their customer service office is only opened from 9am-5pm. Now we had to change the flight on their website, because we can’t arrive that late and for the ironical cherry on top, we have to pay a penalty. Try to avoid this airline, because everything sucks there!!! I would give 0 stars if I could

My baggage arrived completely torn apart, with a large section of the hard shell broken away and one wheel completely missing. The damage left a large hole in the suitcase, and several of my personal belongings were also lost as a result. The suitcase is now completely unusable.

I have sent numerous emails to TransNusa’s supposedly “Customer Care” email address, as well as contacting them through WhatsApp. My repeated requests for my claim to be reviewed and properly dealt with have simply been ignored.

I also called their Sydney office, only to be told that baggage claims were not their responsibility and that I should just keep following up with the same Customer Care email address that isn’t responding.

For an airline to severely damage a passenger’s baggage and then make it this difficult to get a claim properly addressed is extremely disappointing. Customer Care should actually mean customer care.

I am still waiting for TransNusa to take responsibility, investigate my claim and provide a proper resolution. So far, NO RESPONSE.

This Airline is a freaking joke. First we get booked on another flight, just a few hours before our actual flight. Then for this flight they call us to Board, but the crew wasnt even there yet. So standing in the boarding line for over 1 hour - then the following flight actually passing us. Aside from this, pretty much every other step was really bad as well, felt Like they were trying to give you the worst experience possible.

Highly Not recommended.

They changed the flight details to a couple of hours later, just a few hours before the flight without giving any reason. I didn't consent to the new flight details and customer support asked me for my details. It's been two months and they still haven't confirmed that I will be refunded, as it is currently being "processed". I haven't received further responses when asked for an update.

Edit: I managed to get a refund through their official website, search for "Transnusa refunds" on Google.

**Une compagnie à fuir.**

Notre vol a été reprogrammé à trois reprises avec des changements d'horaires injustifiés. Nous devions arriver à 13 h, mais nous sommes finalement arrivés à 1 h du matin, soit près de 12 heures de retard.

Alors que l'avion était prêt à décoller, l'équipage nous a annoncé un problème technique. Résultat : 1 h 30 d'attente enfermés dans l'appareil, sous une chaleur étouffante, sans véritable information. La communication avec les passagers a été quasiment inexistante pendant toute la durée de l'incident.

Le repas prévu n'a jamais été servi durant le vol.

Malgré plusieurs e-mails envoyés après le voyage, je n'ai reçu absolument aucune réponse de la compagnie. Aucun geste commercial, aucune excuse et aucune compensation financière malgré ce retard considérable sur le vol du 14/07/2026.

Au retour, le 22/07/2026, les mauvaises conditions météorologiques nous ont obligés à atterrir dans un autre pays. Bien entendu, la météo n'est pas de la responsabilité de la compagnie. En revanche, la gestion de la situation l'est : aucune communication claire, plusieurs heures d'attente bloqués dans l'avion sans informations.

Au final, deux journées de vacances perdues pour un trajet qui dure normalement environ deux heures.

Je ne recommande absolument pas TransNusa. Si vous avez une autre option, choisissez-la. Vous vous épargnerez probablement beaucoup de stress, de temps perdu et une expérience très décevante.

I booked 2 fly, never received a confirmation email, call them, never answered and the phone shut off automatically after 15 minutes, contact via what's app not a response since a day, same via email...

I would highly advise against booking with TransNusa. We did not choose this airline because they were a budget option; in fact, their tickets were more expensive than both Singapore Airlines and Garuda Indonesia for this route. We chose them strictly because their 14:00 departure time suited our family perfectly. It was a massive mistake.
1. Rebooked without consent and zero support
At 18:00 the night before our flight, we received a notification that TransNusa had unilaterally rebooked us to a 17:30 flight. Immediately after sending this, their customer service closed. Their support hours are shockingly limited (10:00–17:00), leaving passengers completely stranded outside of those hours.
There was no response on WhatsApp.
The phone lines went straight to an automated message saying they were closed.
I even went as far as calling the airport directly to be transferred to TransNusa's transit office, but that was completely closed and unstaffed as well.
2. Completely useless customer service
The next morning (day of departure), I called exactly at 10:00. After waiting 10 minutes to get through, the agent told me they could not change our flight to an earlier time—despite the fact that there was a 12:25 departure with available seats. Absolutely zero flexibility or willingness to help a family they had just inconvenienced.
3. Delays, poor communication, and no card payments in 2026
We arrived at the airport for the new 17:30 flight. Boarding started promisingly at 16:45, and the gate closed right after. But then we were left waiting for over an hour before the aircraft even arrived at the gate. There was absolutely no communication or updates regarding the delay. The monitors just read "Last Call" and "Gate Closing," meaning we couldn't even leave the gate area to get food. We didn't end up taking off until 19:20.
Once onboard, the crew didn't offer a single apology for the massive delay. To make matters worse, my 2-year-old son was starving because we hadn't been able to eat at the gate. When I tried to buy food on the plane, I was told they do not accept card payments because they don't have card machines onboard. Welcome to 2026, TransNusa.
Conclusion
No compensation, no customer support when you actually need it, no communication, and not even a basic apology from the crew. If you value your time, your sanity, and your family's comfort, pay the same (or less) and book with a reliable premium carrier like Garuda or Singapore Airlines instead. Avoid this airline at all costs.

Trying to cancel my flight, the website has no option to cancel. I’ve emailed and WhatsApp and still no response. No number to call either!!!!

They reschedule my flight, had to cancel and since 1 month waiting for the refund..

Delayed flight, schedule changes, unhelpful staff and the worst website of any airline.
9 times our of 10 their website is broken so you can't check in online and have to leave for the airport early to check in.

Flug von Bali nach Lombok mit 55 Minuten Vorverlegung des Abfluges. Mitgeteilt via Messenger und mail knapp 24h zuvor. Auf meine Antwort, dass ich im "Moment" im Flieger bin und mit einem internationalen Flug anreise hat keine Reaktion ausgelöst. 20 Min. vor der neuen Abflugszeit bin ich am Schalter. Ein "boarding" wird mir verweigert. Ich kann einen Flug für den Folgetag buchen. Der Rest ist mein Problem.

Although I have a plesent flight while I’m flying from Singapore to Jakarta smooth n easy check in ..but from Jakarta to Singapore is honestly ridiculous and disorganize how r the check in counter are mix with a flight from china .. n the staff even told me i can come back in an hour or so so the q will be a lil quieter lol .. moreover despite being busy there are four counters with staff sitting at them but with a closed sign present..hence please check in 2 hour before otherwise 3 hours will not work with them ! I don’t recommend flying from Jakarta tho with this airline