In today’s fast-paced travel industry, guest communication and satisfaction can make or break the entire vacation experience. One guest, Martina Malfitana, recently shared her real-time interaction and journey while booking a private boat transfer from Gili Air to Lombok and onward to the airport. This detailed story highlights the importance of clear communication, real-time support, and professional service in the travel sector.
Martina’s First Contact: Booking & Boat Location
On the morning of May 13th, 2025, Martina received a friendly message from Info Ke Bali Team, inquiring about her check-in status. Martina responded positively, noting she was already on the boat and asked a vital comfort question—whether upstairs or downstairs seating was better for stability. The team recommended the upper deck for a smoother ride.
Sailing Experience on May 13th
Later in the day, Martina expressed her satisfaction, saying the boat was comfortable and perfect for her status. She then asked if the same boat would be available for a transfer to Bangsal on May 16th, and inquired about the pricing. The team clarified the service availability and price consistency.
Clarifying the Route: Gili Air to Bangsal Confusion
A moment of confusion arose when Martina requested a boat from Gili Air to Bangsal, thinking the service might involve Eka Jaya, a larger vessel known for stability. However, the IKB team clarified they do not operate Eka Jaya and only offer private speedboats from Gili Air to Teluk Nare, located near Bangsal. They even shared images and reassured her about the vessel’s safety and comfort.
Pregnancy & Safety Concerns Addressed
Martina, being pregnant, was particularly concerned about boat safety and sea conditions. The IKB team provided thoughtful reassurances, explaining the short duration of only 8–10 minutes on the sea and offering a 24-hour flexible service.
Service Feedback & Suggestions
The next day, Martina praised the team, describing the experience as “great, smooth, and professional.” She found the WhatsApp communication especially helpful. However, she also pointed out two areas of potential improvement:
- Unclear waiting times between check-in and boarding.
- Lack of upfront notice about needing an additional small boat to reach Gili Air.
These suggestions were well-received and taken as constructive input.
Planning the Airport Transfer
Martina later discussed her travel plans for May 17th, hoping to catch a 12:00 PM flight from Lombok. The team confirmed availability and advised leaving Gili at 7:00 AM, ensuring she’d arrive at the airport by 10:00 AM. The total cost for the private boat + airport transfer was IDR 800,000.
Final Confirmation and Booking Adjustment
While reviewing her booking details, Martina noticed a mistake—the pick-up location was set to Gili Trawangan instead of Gili Air. She quickly pointed this out, and the team corrected it immediately, confirming that the price remains the same regardless of which Gili island the trip starts from.
Pre-Trip Coordination
On May 16th, IKB reconfirmed the booking, asking for a photo, internet availability, and luggage details. Martina promptly responded, ensuring everything was on track for the next day.
Departure Day – May 17
The final check came at 7:03 AM, with the team ensuring Martina had boarded. She responded at 7:05 AM, confirming she was on the boat. After a brief exchange of thank-yous, Martina was on her way to the airport, ending a seamless and well-managed travel experience.
FAQs
1. Can I book a private speedboat from Gili to Bangsal?
No, Eka Jaya does not offer direct trips from Gili to Bangsal. However, a private speedboat to Teluk Nare (very close to Bangsal) is available.
2. Is it safe to travel by boat while pregnant?
Yes, especially if you use a private speedboat. The trip from Gili Air to Teluk Nare takes only 8-10 minutes, and the service team is accommodating.
3. How much does a private boat + airport transfer cost?
The full service, including a private speedboat and private car to Lombok Airport, costs around IDR 800,000.
4. What time should I leave for a morning flight?
For a 12:00 PM flight, leaving Gili around 7:00 AM is ideal to ensure you reach the airport comfortably by 10:00 AM.
5. Is Eka Jaya service available for Gili Air to Bangsal?
No, Eka Jaya does not operate from Gili Air to Bangsal. They mainly service routes between Gili T and Bali.
6. How do I confirm my booking and payment?
After receiving a payment link, make the transfer online. Once done, the team will confirm the booking and send updated travel details.
Conclusion
Martina Malfitana’s journey with the private boat service showcases a stellar example of personalized and professional guest handling. From timely communication and thoughtful reassurances to flexible scheduling and responsive corrections, the entire experience was managed with care and efficiency.
Such feedback-rich stories are a testament to how valuable real-time communication and customer focus can be in the tourism and transport industry.
