City-Link Express Reviews | Read Customer Service Reviews of www.citylinkexpress.com | 6 of 11

I had a very bad experience for the…

I had a very bad experience for the first time taking this flight from Surabaya-Denpasar on October 10, 2022. In the beginning I was told that the lobby to wait was at gate 6/8, and the boarding time was @ 11:15 am. Later, from the electronic announcement board I found that the gate to wait was at gate 8 at around 10am. Then, I had sat there until 11:15 am, but still, there was no announcement for boarding. I asked one of the customer service staff by the gate 8. I pointed the sign to Denpasar at 11:45am by the customer service counter, and asked one of the female staff how much longer I had to wait. She replied that the flight delayed a bit longer, asked me to go back on my seat on the front row by the customer service counter. I was then continue to wait another half an hour. Meanwhile, a strange long distance call rang, but I didn’t answer any strange call to avoid a scam.
I kept waiting for boarding , and listening the announcement from the loud, fussy and disturbing speaker until 12:35am. Still no thing happened. I became anxious and rushed to gate 6 to see if the gate was changed. It was actually change to gate 6 without any notice. The gate for my flight was already closed. One of the male stuff at gate 6 told me that Citylink was not going to refund or rescheduled my reservation. In other words, my air ticket from Surabaya-Denpasar was dumped.
When I sat at the lobby gate 8, I didn’t see anyone looking for me or heard announcement from that annoying speaker any announcement of calling me. All the sudden, I lost my air ticket from Surabaya-Denpasar during waiting for the boarding, and had to buy another ticket. It sounded ridiculous and unfair to me.
In addition, I feel disappointed with this flight company, because all I had the experience from my first flight with Cilylink is chaotic and disorganized.
Please give me a fair feedback. Thank you in advance for your attention and assistance.

Date of experience : 10 October 2022