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Refund & Reschedule Queries

Updated: Tuesday, 17 May 2022 • 11:00 • (GMT +7)

Important Things to Know

Due to a high volume of incoming requests, our customer service agents may need more time to respond to your inquiries.

If your departure or check-in date is scheduled within 7 days, your requests will be handled within 2 (two) days.
If your departure or check-in date is scheduled in more than 7 days, we may respond up to 3 days prior to your travel date.

In the event where your departure or check-in date has passed but your refund request is still being processed, you do not need to contact us after submitting your refund.

We can assure you that we will respond to you as soon as we can.

Should you need to contact our Customer Service, you may send a message via My Inbox on your Traveloka App or website.

Flights

Airport Transfer

Car Rental

Find out How to Reschedule & Refund

Check Airline Status & Policies

You can request for a reschedule or refund on Traveloka App. If you have an active booking, find the submission steps below and learn the terms and conditions.

General Information

Both countries and airlines have issued special policies in response to the COVID-19 outbreak, and they might change over time following the development of the situation.

Please check your updated airline policy under the Airline Status & Policy tab, as well as the travel advisories for your origin and destination countries on the Safe Travel page

If you are eligible and need to cancel or reschedule your ticket, you can learn how to submit your request by visiting the Refund / Reschedule Flight tab.

Should you need to contact our Customer Service, please send a message via My Inbox on your Traveloka App or desktop. Please note that Traveloka does not offer face-to-face customer service.

Important information on requesting refunds via Traveloka App:

As you are submitting your refund request, you will see your refund amount estimation. Please ignore this information since it might not apply to the COVID-19 situation. We will refund you the same amount as given by the airline.
If you found the refund policy written in Traveloka App to be different from the airline’s policy, send us a message via My Inbox. Please provide proof of the difference (e.g. screenshots of email, airline policy page; also include the date when the information is obtained).
Please download the latest version of Traveloka App since we have updated some refund policies to handle COVID-19 cases. For example, if your flight was initially non-refundable but is impacted by COVID-19, it can now be refundable with the updated policy.
The time to transfer your refund depends highly on the airline. We will return your refund amount as soon as we have received it from the airline.
Due to the high volume of incoming requests, we will prioritize based on the closest travel date.

Important information on requesting reschedule via Traveloka App:

Flight tickets availability is subject to the airline.
If you found the reschedule policy written in Traveloka App to be different from the airline’s policy, send us a message via My Inbox. Please provide proof of the difference (e.g. screenshots of email, airline policy page).

Flight Reschedule

Find your flight booking

Find your e-ticket via My Booking, open the e-ticket for the flight you wish to reschedule. Tap Reschedule, then Request Reschedule.

Select the flight you wish to reschedule

Select the flight(s) and passenger(s) you wish to reschedule by checking each box.

Submit reschedule request

Search and select your new flight. Check your new booking details, then submit your reschedule request.

Complete your reschedule payment

Once your rescheduled flight price is confirmed, complete your payment within the given time limit.

See your new e-ticket

Once we receive your payment, find the new e-ticket on your My Booking and email.

Request a reschedule

How to Check Flight Reschedule Policy

You can check a flight’s reschedule policy when making a booking for your flight or after booking is made, both in app and desktop. See how below:

Via App

When Searching for a Flight

Select Flights on your Traveloka App and enter your flight details. Then, tap Search.
Select the flight(s) you want and review the summary of your trip/booking. Then, tap on Select/Continue.
After you continue, tap on the flight card above (under Tap to see product details).
Then, tap on the Reschedule Info tab above. There, you should see the reschedule policy of your flight.

After Flight Booking is Made

Open your Traveloka App and tap on My Booking, located at the bottom center of the homepage.
Then, tap on the flight you want to see the reschedule policy of. If your departure date has passed, you would have to tap on the bill icon on the top right of the page first.
After that, tap on the Refund & Reschedule tab at the top. Then, tap on Reschedule. There, you will see the reschedule policy for your flight.

Via Desktop

When Searching for a Flight

Select Flights on the Traveloka homepage.
Enter your flight details and press Search Flights.
Select the flight you want first.
Then, press on Flight Details and press on the Reschedule tab. There, you will see the reschedule policy for your flight.

After Flight Booking is Made

Go to the Traveloka homepage and press My Booking, located at the top of the page. If you can’t find your flight there, it means that your departure date has passed and you would have to press on Purchase List.
Select the flight you want to see the reschedule policy of by pressing on Details.
Then, press Request Reschedule to see the reschedule policy of your flight. Don’t worry, your reschedule request hasn't started when you press Request Reschedule.

Flight Refund

Note for PayLater transactions:

PayLater installment fee is not refundable
Refund for purchases that have been paid will be refunded via bank transfer. For this case, please prepare your bank account details.

For detailed information, please see PayLater section.

Log in to your Traveloka App

Once you’re in, tap the My Booking menu.

Find the “Refund” option

Tap Refund, then Request Refund.

Select your reason for refund

Select your flight(s), choose “force majeure” as your refund reason, select the passenger's name(s).

Complete refund requirements

Fill in the transfer details and upload the required refund documents.

Review your refund Details

Make sure you’ve entered the required information correctly. Tap Submit Refund to complete your request.

Keep track of your refund status

Check your refund status via My Refund, which you can access from My Account menu.

Request a refund

How to Check Flight Refund Policy

You can check a flight’s refund policy when making a booking for your flight or after booking is made, both in our app or desktop. See how below:

Via App

When Making a Flight Booking

Select Flights on your Traveloka App and enter your flight details. Then, tap Search.
Tap on the arrow (V) on the bottom right of every flight card. Alternatively, you can also tap & hold on each card, and tap on Flight Details.
After that, tap the Refund Info tab above. There, you should see the refund policy of your flight.

After Flight Booking is Made

Open your Traveloka App and tap on My Booking, located at the bottom center of the homepage.
Then, tap on the flight you want to see the refund policy of. If your departure date has passed, you would have to tap on the bill icon on the top right of the page first.
After that, tap on the Refund & Reschedule tab at the top. Then, tap on Refund. There, you will see the refund policy for your flight.

Via Desktop

When Making a Flight Booking

Select Flights on the Traveloka homepage.
Enter your flight details and Search Flights.
In every flight card, press on the Refund tab. There, you will see the refund policy for your flight.

After Flight Booking is Made

Go to the Traveloka homepage and press My Booking, located at the top of the page. If you can’t find your flight there, it means that your departure date has passed and you would have to press on Purchase List.
Select the flight you want to see the refund policy of by pressing on Details.
Then, press Request Refund to see the refund policy of your flight. Don’t worry, your refund request hasn't started when you press Request Refund.

Travel Credit/Travel Voucher/Credit Voucher/Credit Shell

What is a travel credit?

A travel credit/travel voucher/credit voucher/credit shell (depending on the term used by airlines) is an amount equal to the value of your ticket that is redeemable for future purchases with the same airline. In response to refund requests, airlines may offer to refund users in travel credits in lieu of cash. The validity of travel credits might vary among airlines, however it is generally non-transferable, and can be used for multiple transactions up to its value only with the issuing airline.

To know whether your airline offers this option, check the Airline Status & Policies tab.

How do I get travel credits?

Submit your refund request by following our regular refund procedure. If your airline supports travel credit refund and your request is approved, you will receive an email notification from Traveloka.

If you don’t see a refund option under your booking, send us a message along with your Booking ID (9-digit number) via My Inbox on Traveloka App.

If you have received your refund in travel credits and would like to learn more about how to redeem them, as well as their terms and conditions, please visit https://www.traveloka.com/travel-credit-information

What is an Open Ticket?

What is an open ticket?

An open ticket is almost similar to rescheduling your ticket, but with more flexibility. While rescheduling requires you to set your new date up front, an open ticket allows you to choose the dates later, hence the “open” status. An open ticket has a longer validity period, although the specifics may vary among airlines. When deciding on your new travel dates, make sure it is within your open ticket’s validity period.

How to request for an open ticket?

Contact our customer service via My Inbox on Traveloka App and provide your Traveloka Booking ID (9-digit numbers).

Please note that not all airlines provide the open ticket option. To check your airline’s detailed policy, see the Airline Status & Policies tab.

What is a reroute?

While a reschedule requires you to change your travel dates, a reroute means you’re requesting changes for your point of origin, your destination, and/or your transit city. Change fee and fare difference might apply depending on your airline.

How to request for a reroute?

Contact our customer service via My Inbox on Traveloka app and provide your Traveloka Booking ID (9-digit numbers).

Please note that not all airlines provide the reroute option. To check your airline’s detailed policy, see the Airline Status & Policies tab.

Safe Travel : Frequently Asked Questions

Find the answers to frequently asked questions about flight regulations. Everything you need to know is available on this page.

How to Check Flight Reschedule Policy

You can check a flight’s reschedule policy when making a booking for your flight or after booking is made, both in app and desktop. See how below:

Via App

When Searching for a Flight

Select Flights on your Traveloka App and enter your flight details. Then, tap Search.
Select the flight(s) you want and review the summary of your trip/booking. Then, tap on Select/Continue.
After you continue, tap on the flight card above (under Tap to see product details).
Then, tap on the Reschedule Info tab above. There, you should see the reschedule policy of your flight.

After Flight Booking is Made

Open your Traveloka App and tap on My Booking, located at the bottom center of the homepage.
Then, tap on the flight you want to see the reschedule policy of. If your departure date has passed, you would have to tap on the bill icon on the top right of the page first.
After that, tap on the Refund & Reschedule tab at the top. Then, tap on Reschedule. There, you will see the reschedule policy for your flight.

Via Desktop

When Searching for a Flight

Select Flights on the Traveloka homepage.
Enter your flight details and press Search Flights.
Select the flight you want first.
Then, press on Flight Details and press on the Reschedule tab. There, you will see the reschedule policy for your flight.

After Flight Booking is Made

Go to the Traveloka homepage and press My Booking, located at the top of the page. If you can’t find your flight there, it means that your departure date has passed and you would have to press on Purchase List.
Select the flight you want to see the reschedule policy of by pressing on Details.
Then, press Request Reschedule to see the reschedule policy of your flight. Don’t worry, your reschedule request hasn't started when you press Request Reschedule.

How to Check Flight Refund Policy

You can check a flight’s refund policy when making a booking for your flight or after booking is made, both in our app or desktop. See how below:

Via App

When Making a Flight Booking

Select Flights on your Traveloka App and enter your flight details. Then, tap Search.
Tap on the arrow (V) on the bottom right of every flight card. Alternatively, you can also tap & hold on each card, and tap on Flight Details.
After that, tap the Refund Info tab above. There, you should see the refund policy of your flight.

After Flight Booking is Made

Open your Traveloka App and tap on My Booking, located at the bottom center of the homepage.
Then, tap on the flight you want to see the refund policy of. If your departure date has passed, you would have to tap on the bill icon on the top right of the page first.
After that, tap on the Refund & Reschedule tab at the top. Then, tap on Refund. There, you will see the refund policy for your flight.

Via Desktop

When Making a Flight Booking

Select Flights on the Traveloka homepage.
Enter your flight details and Search Flights.
In every flight card, press on the Refund tab. There, you will see the refund policy for your flight.

After Flight Booking is Made

Go to the Traveloka homepage and press My Booking, located at the top of the page. If you can’t find your flight there, it means that your departure date has passed and you would have to press on Purchase List.
Select the flight you want to see the refund policy of by pressing on Details.
Then, press Request Refund to see the refund policy of your flight. Don’t worry, your refund request hasn't started when you press Request Refund.

Some airlines have a travel waiver policy to refund and reschedule your flight. Check out the latest travel waiver policies from the following airlines. If your airline is not listed below, check refund and rescheduling policies in the Traveloka App by following the "How to Check Reschedule / Refund Policy" steps above.

Make sure to check for updates periodically as status and policy may change or be added any time at the discretion of the airline.

AirAsia

Travel disruption policy

AirAsia Berhad - Malaysia (AK)

Original Date of Issue:03/06/2020 until 15/6/2022

Original Date of Travel:03/06/2020 until 15/6/2022

New Date of Travel: until 30/6/2022

Reschedule

Reschedule/change fee will be waived
Any fare differential between original and new ticket must be paid by customer
This should be done 48 hours before your original date of travel

*) Flight changes made from 8 March 2022 onwards will be subjected to fuel surcharge.

AirAsia Indonesia (QZ)

Original Date of Issue:1/6/2022 until 15/6/2022

Original Date of Travel:1/6/2022 until 15/6/2022

New Date of Travel: until 30/6/2022

Reschedule

Reschedule/change fee will be waived
Any fare differential between original and new ticket must be paid by customer
This should be done 48 hours before your original date of travel

Thai AirAsia (Code : FD)

Route : Domestic Flights

Original Date of Issue:10/01/2022 until 30/04/2022

Original Date of Travel:10/01/2022 until 30/06/2022

New Date of Travel: until 30/06/2022

Reschedule

Reschedule/change fee will be waived
Any fare differential between original and new ticket must be paid by customer
This should be done 48 hours before your original date of travel

Route : International Flights

Original Date of Issue:03/06/2020 until 15/06/2022

Original Date of Travel:03/06/2020 until 15/06/2022

New Date of Travel: until 30/06/2022

Reschedule

Reschedule/change fee will be waived
Any fare differential between original and new ticket must be paid by customer
This should be done 48 hours before your original date of travel

Thai AirAsia (Code : XJ)

Original Date of Issue:01/01/2020 until 30/06/2022

Original Date of Travel:01/04/2022 until 31/12/2022

New Date of Travel: until 25/03/2023

Reschedule

Reschedule/change fee will be waived
Any fare differential between original and new ticket must be paid by customer
This should be done 48 hours before your original date of travel

Philippines AirAsia (Z2)

Original Date of Issue:30/06/2020 until 15/06/2022

Original Date of Travel:30/06/2020 until 15/06/2022

New Date of Travel: until 30/06/2022

Reschedule

Reschedule/change fee will be waived
Any fare differential between original and new ticket must be paid by customer
This should be done 12 hours before your original date of travel

*) Flight changes made from 14 March 2022 onwards will be subjected to fuel surcharge in accordance to the guidelines set by the Civil Aeronautics Board.

All Nippon Airways

Regular Travel Disruption Policy

Please check your refund and reschedule policy by opening your e-ticket in My Booking on Traveloka App.
To check your refund policy, select the Refund menu at the bottom of the page, tap FIND OUT MORE, and select your refund reason.
To check your reschedule policy, select the Reschedule menu and tap POLICY.

COVID 19 Waiver Travel Disruption Policy

Market sales Indonesia & Market sales Malaysia

Original Date of Issue: until 28/08/2020

Original Date of Travel:26/02/2020 until 31/10/2020

Refund

Refund fee will be waived
No show fee is not applicable for waiver

Reschedule

New Date of Travel: either before 31/03/2021 or Within validity ticket (12 months from date of issued original ticket) - whichever is earlier
Waiver for reschedule/change fee permitted for one time only
Change fee and different fare will be waived for flight within the same seatclass & cabin with the original ticket.
No show fee is not applicable for waiver

American Airlines

Travel Disruption Policy

Routes: All routes

Original Date of Issue: 01/03/2020 – 31/01/2022

New Date of Travel: up to 31/12/2022

Reschedule

Reschedule/change fee will be waived
Waiver for reschedule/change fee permitted for one time only
Any fare differential between original and new ticket must be paid by customer
This can be done by submitting reschedule via Traveloka Apps
This should be done before your original date of travel

Air France (AF)

Travel disruption policy

A. INVOLUNTARY CHANGES (All passengers affected by cancelled flights due to COVID-19 and passengers covered by a travel ban)

Routes: All routes

Original Date of Travel: anytime

Original Date of Issue: anytime

Full Refund

Eligible only for refundable ticket
Refund fee will be waived
Non-refundable flight ticket only eligible to get EMD Voucher
No show fee will be waived

Refund by Travel Voucher

This new voucher should be redemeed on before 31/12/2021 or within 12 months from voucher issuance date
New date of travel must be before 31/03/2021
For all process that completed by 31 October 2020 and travel date commence on/before 15 June 2021 are eligible for additional value up to 15%

Reschedule

A. New Date of Travel: from 01/12/2020 onward

This should be done before 31/06/2020
Reschedule/change fee will be waived
No show fee is not applicable for waiver

B. New Date of Travel: on/before 30/11/2020

This should be done before 31/10/2020
Reschedule/change fee will be waived
No show fee is not applicable for waiver

Reroute

New Date of Travel: until 30/06/2021
Reroute / change fee will be waived
Any fare differential between original and new ticket must be paid by customer
No show fee is not applicable for waiver

-------------------------------------------------------------------------------------------------------

B. VOLUNTARY CHANGES (flights has cancellation flights from airlines but not affected due to COVID 19 and travel bans)

Routes: All routes

Original Date of Issue: on/before 21/04/2020 & Original Date of Travel: from 01/09/2020 onward
Original Date of Issue: from 22/04/2020 onward & Original Date of Travel: anytime

Refund

Normal refund rules apply (No waiver for refund fee)
No show fee will be waived

Refund by Travel Voucher

This new voucher should be redemeed on before 31/12/2021 or within 12 months from voucher issuance date
New date of travel must be before 31/03/2021
For all process that completed by 31 October 2020 and travel date commence on/before 15 June 2021 are eligible for additional value up to 15%

Reschedule

A. Original Date of Issue: on/before 21/04/2020

Original Date of Travel: from 01/09/2020 onward

This should be done before 30/06/2021.
Reschedule/change fee will be waived
No show fee is not applicable for waiver

B. Original Date of Issue: from 20/04/2020 onward

Original Date of Travel: anytime

This should be done before 30/06/2021.
Reschedule/change fee will be waived
No show fee is not applicable for waiver

Reroute

New Date of Travel: until 30/06/2021
Reroute / change fee will be waived
Any fare differential between original and new ticket must be paid by customer
No show fee is not applicable for waiver

British Airways (BA)

Travel disruption policy

Routes: All routes

Original Date of Issue: until 13/03/2020

Original Date of Travel: 14/03/2020 until 31/05/2020

New Date of Travel: until 31/12/2020

Reschedule

Reschedule/change fee will be waived
Waiver for reschedule/change fee permitted for multiple changes. This should be done before 31/05/2020 . Your new date of travel should be 03/03/2020 until 31/05/2020
Any fare differential between original and new ticket must be paid by customer
This can be done by submitting reschedule via Traveloka Apps

Reroute

Reroute / change fee will be waived
Waiver for reschedule/change fee permitted for multiple changes. This should be done before 31/05/2020 . Your new date of travel should be 03/03/2020 until 31/05/2020
Any fare differential between original and new ticket must be paid by customer
This can be done by contacting our customer service via My Inbox in our Traveloka Apps

Open Ticket

Another option that we can provide to you is Open Ticket. By doing this you are cancelling your original itinerary and giving it OPEN status.
This option is for you that still do not know your future travel plan. It will give you the flexibility to choose the dates later on with a longer validity period.
When you already have a new travel plan or date of travel, the amount from your original ticket will be transferred to the new ticket and you need to cover the remaining amount.
This is however is not a refund
If you still have the remaining amount even after selecting a new date of travel, the remaining amount cannot be refunded (cannot be cashed).
This can be done by contacting our customer service via My Inbox in our Traveloka Apps and requesting for an Open Ticket.
Your new date of travel should be within the ticket validity period. For British Airways it is 1 year from Open Ticket approval date

Cathay Pacific (CX)

Travel Disruption Policy

All route

Date of Ticket Issuance : 03/09/2020 - 31/12/2021

Reschedule

Unlimited ticket changes up to 31/12/2021, one additional free change at any time after 31/12/2021
New travel date : before 31 December 2022
Applicable to all fares, including tickets that have been upgraded to a higher cabin class with Asia Miles, but excluding redemption tickets, group tickets, and Cathay Pacific holiday packages.
Booking changes must be made before original departure date. Not applicable to no-show ticket

Refund

Normal refund rules apply (No waiver for refund fee)
This should be done 24 hours before your original date of travel
This can be done by contacting our customer service via My Inbox in our Traveloka Apps

Cebu Pacific (5J)

Travel Disruption Policy : New Quarantine Restrictions

All customers that affected by new quarantine restrictions

Route : ALL Cebu Pacific and Cebgo Domestic Flights

Issuance Date : 31 December 2021

Departure Date : 5 - 31 January 2022

Flights are scheduled to operate, unless cancelled. Customers who are scheduled to fly on the specified duration above are given the following options:

Reschedule

Fare difference will be waived for travel up to sixty (60) days from original flight date.
Fare difference will apply if travel period is beyond sixty (60) days from original flight date.
Reschedule should be done up to two (2) hours before the scheduled time of departure.
Reschedule can be done by submitting reschedule via Traveloka Apps

Citilink (QG)

Travel Restriction on PPKM Darurat (Emergency Public Activity Restrictions) Period

A. Route From/To : All Domestic Route

Date of Departure : 25th August 2021 until further notice

for passenger who do not meet the requirements to fly :

Reschedule

Change fee and fare difference will be waived as long as the new date of travel outside black out date period (22 December 2021 to 5 January 2022)
Waiver change fee and fare difference permitted for one time only
Reschedule can be done by submitting reschedule via Traveloka Apps

Refund

Normal refund rules apply (as government rule PM30 tahun 2021)
Refund can be done by submitting reschedule via Traveloka Apps

Policy for passenger that tested positive COVID-19 :

For passenger that tested positive of COVID-19 (up to 7 days after departure date)

Eligible for Full Refund
Submit refund request by Open e-ticket in My Booking on Traveloka App, select the Refund menu at the bottom of the page, tap Start My Refund, and select Sickness as refund reason.
Reschedule/change fee will be waived
Any fare differential between original and new ticket must be paid by customer
Reschedule can be done by contacting airline on +62-31-293-1100 or +62-804-1-08-08-08

Regular Travel Disruption Policy

Reschedule

Normal reschedule rules will apply
Click here to get more information
This can be done by submitting reschedule via Traveloka Apps

Refund

Normal refund rules apply (as government rule PM30 tahun 2021)
Click here to get more information
This can be done by contacting our customer service via My Inbox in our Traveloka Apps

Emirates (EK)

Travel disruption policy

Routes: All routes

Original Date of Issue: until 30/09/2020

Original Date of Travel: until 31/03/2021

Refund

Refund fee will be waived
Refund process by airline will take approximately 90 days

Open Ticket

Another option that we can provide to you is Open Ticket. By doing this you are cancelling your original itinerary and giving it OPEN status.
Your new date of travel should be 760 days validity period from original date of issued.
This ticket will then be accepted at face / residual value as payment for a new ticket for any date/flight
Permitted for reschedule and reroute
Penalty fee will be waived
Change fee and different fare will be waived for flight within the same seatclass & cabin with the original ticket.
Different taxes and surcharges will be collected

Reschedule

New date of travel: Within validity ticket (12 months from date of issued original ticket)
Reschedule/change fee will be waived
Change fee and different fare will be waived for flight within the same seatclass & cabin with the original ticket.
Different taxes and surcharges will be collected
No show fee will be waived

Reroute

Reroute / change fee will be waived
Any fare differential between original and new ticket must be paid by customer
Different taxes and surcharges will be collected
No show fee will be waived

Etihad (EY)

Travel Disruption Policy

Date of Issuance : on/ after 10 March 2022

Validity ticket 12 months from the original issued date

Date of Issuance : before 10 March 2022

Validity ticket 24 months after original issued date.

Reschedule :

If the ticket is still valid, customer can request reschedule on 31 May 2022 at the latest
New Travel Date : on/before 30 September 2022 (complete all the travel)
Reschedule/change fee will be waived
Fare differential between original and new ticket will be waived only if the ticket is cancelled by the airlines or impacted by country restriction (involuntary change)
Fare differential between original and new ticket must be paid by customer for voluntary change
No show fee is not applicable for waiver
Rerouting is permitted

Garuda Indonesia (GA)

Travel Disruption Policy - International Flight

Original Date of Issue:24/04/2020 until 30/06/2022

Original Date of Travel:24/04/2020 up to 1 year from original date of ticket issued

New Date of Travel: until 31/12/2023

Route : International

Reschedule

Waiver for reschedule/change fee permitted for three times only
Any fare differential between original and new ticket must be paid by customer
This should be done before 31/12/2022.
No show fee is not applicable for waiver
Reschedule can be done via manage booking on Traveloka Apps

Refund

Eligible for Full Refund EMD (Travel Voucher)
Refund can be done via Manage Booking on Traveloka App

Policy for passenger that tested positive COVID-19 :

A. For passenger that tested positive of COVID-19 before departure date :

Eligible for Full Refund EMD (Travel Voucher) or Cash with 20% Penalty
Submit refund request by Open e-ticket in My Booking on Traveloka App, select the Refund menu at the bottom of the page, tap Start My Refund, select Sickness as refund reason, and attach Valid ID (KTP/other official identity documents) and positive test result for COVID-19 from rapid antigen test or RT-PCR
Eligible for free reschedue , maximum three times (3x) with T&C Applied

B. For passenger that tested positive of COVID-19 after departure date :

Refund Fee applied with 50% Penalty
Submit refund request by Open e-ticket in My Booking on Traveloka App, select the Refund menu at the bottom of the page, tap Start My Refund, select Sickness as refund reason, and attach Valid ID (KTP/other official identity documents) and positive test result for COVID-19 from rapid antigen test or RT-PCR
Eligible for free reschedue , maximum three times (3x) with T&C Applied

Japan Airlines (JL)

Travel Disruption Policy

Applicable for Canceled / Rescheduled Flights by Airline with Travel Date :

10 February 2022 - 29 October 2022

Route : To/From/Transit Japan

Reschedule

New Date of Travel : 28 April 2021 - 5 November 2022 (Complete Journey)
Ticket should be rebooked with the Same Booking Class with Original Booking

Open Ticket

Another option that we can provide to you is Open Ticket. By doing this you are cancelling your original itinerary and giving it OPEN status.
This option is for you that still do not know your future travel plan. It will give you the flexibility to choose the dates later on with a longer validity period.
When you already have a new travel plan or date of travel, the amount from your original ticket will be transferred to the new ticket and you need to cover the remaining amount.
This is however is not a refund
New Date of Travel : 28 April 2021 - 5 November 2022 (Complete Journey)

Juneyao Airlines (HO)

Juneyao Air will provide full refund option that will be applicable for tickets that meet all of the following requirements:

Purchased before 24 January 2020.
Fly from 24 January 2020 onwards.
Have ticket number starting with 018-.

Kenya Airlines (KQ)

Due to the recent situation regarding the outbreak of a new species of Corona virus, Kenya Airways takes into account the impact that passengers will get.

We are pleased to cooperate in the prevention and control of the epidemic as announced by the Civil Aviation Agency by exempting of cancellation fees or changing travel dates based on following conditions :

Passengers who bought tickets by January 23, 2020 and issued in Thailand
Ticket code starting at 706
Passengers who are holding confirmed seats/tickets from Bangkok to Guangzhou traveling between January 17, 2020 to March 31, 2020 (KQ886 / KQ887)

Reissuance/Refund must be done within February29, 2020

Lucky Air (8L)

To help Improve civil aviation and helping passengers plan travel.

Lucky Air has modified and waive refund fee regulations as follows

1. The ticket was purchased before 28JAN20. After 01JAN20 and travel with Lucky Air.

2. Tickets begin with the code 859 only.

3. Ticket refund standards: Submit refund tickets request before flights depart and Ticket that does not expire. Passengers can contact that official purchased and issued that the original ticket without refund fee.

Malaysia Airlines (MH)

Travel Disruption Policy - COVID 19

Original Date of Issue : on/before 30/05/2020

Original Date of Travel : 1/1/2020 until 29/3/2021

Reschedule

This should be done before 30/05/2022.
New Date of Travel: on/before 31/12/2022
Change fee and different fare will be waived for flight within the same seatclass & cabin with the original ticket.
Any fare differential between original and new ticket must be paid by customer

Reroute

This should be done before 30/05/2022.
New Date of Travel: on/before 31/12/2022
Any fare differential between original and new ticket must be paid by customer
Reroute doesn't return the value of the old ticket if there is an excess in case of new routing results in a lower fare

Refund in form of EMD Voucher

A travel EMD voucher/open ticket will be issued for your next travel to be booked by 30 June 2022 for travel to be completed by 31 December 2022.
The cancellation fee for partially used and unused tickets will be waived.
Refund can be submitted via Traveloka App
Please note that refund requests will be reviewed and processed based on applicable local and international regulations on passenger rights that apply in these current unprecedented circumstances.

Travel Disruption Policy - INVOLUNTARY CHANGES

All passengers affected by rescheduled/cancelled flights due to COVID-19 and passengers covered by a travel ban

Original Date of Issue: on/before 30/05/2020

Original Date of Travel:1/1/2020 until 29/10/2022

Reschedule

This should be done before 30/05/2022.
New Date of Travel: on/before 31/12/2022
Change fee and different fare will be waived for flight within the same seatclass & cabin with the original ticket.
Any fare differential between original and new ticket must be paid by customer

Refund in form of EMD Voucher

A travel EMD voucher/open ticket will be issued for your next travel to be booked by 30 June 2022 for travel to be completed by 31 December 2022.
The cancellation fee for partially used and unused tickets will be waived.
Refund can be submitted via Traveloka App
Please note that refund requests will be reviewed and processed based on applicable local and international regulations on passenger rights that apply in these current unprecedented circumstances.

Nok Air (DD)

Reschedule Policy

Updated : 14/01/2021

Routes: Thailand Domestic Flights

Original Date of Travel:11/01/2021 until 31/03/2021

New Reservation : Travel within 30 June 2021 and must be same route
Allow to change flight without any reservation change fee
The fare different will be charged (if any)
The reservation change must be done at least 72 hours before the original departure time, applied for Nok Lite & Nok X-Tra
Passenger who wish to reschedule, please contact to airline directly on airline https://www.nokair.com
Passenger who wish to request a refund, please contact Traveloka through Traveloka application on my inbox messenger or email via cs@traveloka.com

Philippine Airlines (PR)

Travel Disruption Policy for Involuntary Changes

Effective per November 29, 2021 - UFN

Irregular changes include :

Tickets affected by flight cancellation by airline

Tickets affected by schedule changes by airline of two (2) hours and beyond.

Tickets affected by schedule changes by airline on either of the connecting segment that are less than two (2) hours, and will not be able to meet the standard minimum connecting time.

Reschedule

Reschedule fee will be waived
Reschedule to an earlier flight within 3 days or to another flight with available space within 60 days after the original flight
No additional charge on the same Booking Class
Reschedule must be submitted within the period of validity of the ticket or within thirty (30) days from date of ticket expiry (whichever comes first)

Refund

Refund fee will be waived
Refund full fare including all taxes and surcharges of the affected sector or all sectors if passenger decides not to use the ticket

Travel Disruption Policy for Involuntary Changes :

Applied for travel date 1 July - 31 October 2021.

All passengers affected by cancelled flights due to COVID-19 and passengers covered by a travel ban

(e.g. community quarantine, denial from thermal screening, mandatory quarantine/self isolation, etc. Not included passengers with incomplete travel requirements : ie. Failure to present travel pass, medical certificate, and/or negative COVD-19 test results)

Reschedule

Reschedule is allowed with waiver of change fee and fare difference on the same cabin and Booking class.
Valid for travel within sixty (60) days from the affected flight date provided the selected date is within ticket validity or within 30 days from ticket expiry (ticket expiry is 1 year from ticket issuance)

Refund by EMD Voucher

Refund in form Travel Voucher (EMD)
Passengers who opt to convert unused value of ticket to EMD, will have additional 10% of unused value of the base fare (nett) as incentive
If passenger still have remaining amount even after selecting new date of travel, the remaining amount cannot be refunded (cannot be cashed).
This new voucher should be redemeed within 1 year from voucher issuance date. Extension for another year must be requested by passenger 1 day before expiry of the initial validity date directly to airline
This can be done by submitting refund via Traveloka Apps. You will get the credit voucher code after the refund is approved by the airlines
When you already have your new date of travel, you can book your ticket via Philippine Airlines website and enter the voucher code.

Singapore Airlines (SQ) and Silk Air (MI)

COVID-19 Waiver Travel Disruption Policy

Route : All Route

Original Date of Issue: 05/03/2020 until 31/05/2022

Refund

Normal refund rules apply (No waiver for cancellation fee)
For flight cancellations by airline, cancellation fees will be waived.

Reschedule

Reschedule/change fee will be waived
Any fare differential between original and new ticket must be paid by customer
Waiver for reschedule/change fee permitted for multiple changes
This should be done before expiry date of the original ticket (12 months from original ticket issuance date).
If the reschedule request is submitted on or before 31 May 2022, the number of free-of-charge booking changes (reschedule) allowed is unlimited.
If the reschedule request is submitted after 31 May 2022, only a one-time free-of-charge booking change is allowed.
This can be done by submitting reschedule via Traveloka Apps

Regular Travel Disruption Policy

Please check your refund and reschedule policy by opening your e-ticket in My Booking on Traveloka App.
To check your refund policy, select the Refund menu at the bottom of the page, tap FIND OUT MORE, and select your refund reason.
To check your reschedule policy, select the Reschedule menu and tap POLICY.

Sriwijaya Air (SJ) & Nam Air

Read more regarding the terms and regulations (documents required ; Covid-19 Test Result, etc) for International Flight - Inbound Indonesia & Indonesia Domestic Flight here

Travel Disruption Policy - Christmas & New Year Period

Date of Departure : 24 December 2021 - 02 January 2022

Route : All Domestic Route

for passenger who do not meet the requirements to fly and get denied at airport :

Reschedule

Change fee and different fare will be waived as long as the new date of travel within 30 days of the original date travel and with the same seatclass & cabin with the original ticket
If the price of the new ticket is greater than the old ticket, the excess funds from the previous ticket will not be refunded
Reschedule can be done by submitting via Traveloka App

Reroute

Any fare differential between original and new ticket must be paid by customer. If the price of the new ticket is higher than the original ticket, the excess funds from the previous ticket will not be refunded

Refund

Refund is subject to a cancellation fee 25% of the basic fare per pax
Refund can be done by submitting via Traveloka App

These policies apply to passenger who :

Only bring non-reactive Covid-19 test results that are not suitable for documents required for entering the destination area due to miss-information regarding the new travel document requirement
Bring reactive/positive Covid-19 test results

Policy for passenger that tested positive COVID-19 :

A. For passenger that tested positive of COVID-19 before departure date :

Eligible for refund with penalty fee IDR 200,000 if passenger used Sriwijaya free Antigen COVID-19 test package
Eligible for refund with penalty fee 25% basefare if passenger used other test
Submit refund request by Open e-ticket in My Booking on Traveloka App, select the Refund menu at the bottom of the page, tap Start My Refund, select Sickness as refund reason, and attach Valid ID (KTP/other official identity documents) and positive test result for COVID-19 from rapid antigen test or RT-PCR
Eligible for reschedule. Reschedule will be waived, any fare differential between original and new ticket must be paid by customer

B. For passenger that tested positive of COVID-19 after departure date :

Eligible for refund with penalty fee 90% basefare
Submit refund request by Open e-ticket in My Booking on Traveloka App, select the Refund menu at the bottom of the page, tap Start My Refund, select Sickness as refund reason, and attach Valid ID (KTP/other official identity documents) and positive test result for COVID-19 from rapid antigen test or RT-PCR
Non-Reschedulable

Travel Disruption Policy - Regular

Original Date of Travel: from 09/01/2021 onward

Routes: All routes

for passengers who do not meet the requirements that resulting in passenger departure being refused at the airport (on the spot) :

Reschedule

Change fee and different fare will be waived for flight within the same seatclass & cabin with the original ticket.
This should be done within 30 days after your original date of travel
Reschedule can be done by submitting via Traveloka App

Reroute

Any fare differential between original and new ticket must be paid by customer

Refund

Refund is subject to a cancellation fee 25% of the basic fare per pax
Refund can be done by submitting via Traveloka App

Susi Air (SI)

Travel disruption policy

Route : All

Date of Issuance : All

Date of Travel : All (including Indonesia Lebaran restriction period)

For refund and reschedule policy, please refer to ticket condition showed on the e-ticket.

How to check your refund policy on e-Ticket

Log in to the Traveloka account that you used to book your flight.
Go to My Booking from the homepage of your Traveloka App and select the booking you want to refund. Under Manage Booking at the bottom of the page, select the Refund menu.
You will be able to see the refund policy for your booking. Tap Find Out More to know more about the refund policy.

How to check your reschedule policy:

Open your e-ticket via My Booking on Traveloka App.
Scroll down to the Manage Booking section and select Reschedule.
See if reschedule is available for your ticket, and tap Policy.

Transnusa (8B)

Travel disruption policy

Route : All

Date of Issuance : All

Date of Travel : All (including Indonesia Lebaran restriction period)

For refund and reschedule policy, please refer to ticket condition showed on the e-ticket.

How to check your refund policy on e-Ticket

Log in to the Traveloka account that you used to book your flight.
Go to My Booking from the homepage of your Traveloka App and select the booking you want to refund. Under Manage Booking at the bottom of the page, select the Refund menu.
You will be able to see the refund policy for your booking. Tap Find Out More to know more about the refund policy.

How to check your reschedule policy:

Open your e-ticket via My Booking on Traveloka App.
Scroll down to the Manage Booking section and select Reschedule.
See if reschedule is available for your ticket, and tap Policy.

Trigana Air (TN)

Travel disruption policy

Route : All

Date of Issuance : All

Date of Travel : All (including Indonesia Lebaran restriction period)

For refund and reschedule policy, please refer to ticket condition showed on the e-ticket.

How to check your refund policy on e-Ticket

Log in to the Traveloka account that you used to book your flight.
Go to My Booking from the homepage of your Traveloka App and select the booking you want to refund. Under Manage Booking at the bottom of the page, select the Refund menu.
You will be able to see the refund policy for your booking. Tap Find Out More to know more about the refund policy.

How to check your reschedule policy:

Open your e-ticket via My Booking on Traveloka App.
Scroll down to the Manage Booking section and select Reschedule.
See if reschedule is available for your ticket, and tap Policy.

Qatar Airways (QR)

Travel Disruption Policy

All Route

Ticket Issuance Date : on/after 1 March 2019

Original Date of Travel : on/before 30 September 2022

Reschedule

If reschedule without any fare difference including taxes, fees, charges and surcharges :

Rebook in the same ticketed RBD as original (within the same cabin and OAL) and flights as permitted according to original ticketed fare basis
Reschedule fee and any difference of fare, taxes, fees, charges and surcharges will be waived ; however, fare, taxes, fees, charges and surcharges difference applies if original ticketed seasonality and/or blackout/travel date is not followed
Any residual value is non-refundable and non-exchangeable
No-show condition and no-show penalty will be waived

If reschedule with fare difference including taxes, fees, charges and surcharges :

Reschedule fee will be waived
New fare basis conditions, including applicable RBD will be applied
Please requote and collect any applicable difference of fare, taxes, fees, charges and surcharges
Any fare differential between original and new ticket must be paid by customer
Any residual value is non-refundable and non-exchangeable
No-show condition and no-show penalty will be waived

Qantas Airways (QF)

Travel disruption policy

Routes: All routes

Original Date of Issue: until 06/05/2020

Original Date of Travel: until 31/07/2020

New Date of Travel: until 31/12/2021

Reschedule

Reschedule/change fee will be waived
Waiver for reschedule/change fee permitted for one time only
Different fares will be waived (1x)
This can be done by submitting reschedule via Traveloka Apps
This should be done before your original date of travel
New Date of Travel: until 31/12/2021
For Jetstar Flight operated by Qantas, this only eligible if the flight is cancelled by the airline with date of travel from 26/03/2020 until 31/07/2020

Reroute

Reroute / change fee will be waived
Waiver for reroute/change fee permitted for one time only
Any fare differential between original and new ticket must be paid by customer
This can be done by contacting our customer service via My Inbox in our Traveloka Apps
This should be done before your original date of travel
For Jetstar Flight operated by Qantas, this only eligible if the flight is cancelled by the airline with date of travel from 26/03/2020 until 31/07/2020

Open Ticket

Another option that we can provide to you is Open Ticket. By doing this you are cancelling your original itinerary and giving it OPEN status.
This option is for you that still do not know your future travel plan. It will give you the flexibility to choose the dates later on with a longer validity period.
When you already have a new travel plan or date of travel, the amount from your original ticket will be transferred to the new ticket and you need to cover the remaining amount.
If you still have the remaining amount even after selecting a new date of travel, the remaining amount cannot be refunded (cannot be cashed).
This is however is not a refund
This can be done by contacting our customer service via My Inbox in our Traveloka Apps and requesting for an Open Ticket.
This should be done before your original date of travel
When you already have your new date of travel, contact us again via My Inbox and state your Ticket Number when you request the Open Ticket to help us track your request.
New Date of Travel: until 31/12/2021
For Jetstar Flight operated by Qantas, this only eligible if the flight is cancelled by the airline with date of travel from 26/03/2020 until 31/07/2020

Refund

Refund fee will be waived
This should be done before your original date of travel
This can be done by submitting refund via Traveloka Apps
For Jetstar Flight operated by Qantas, this only eligible if the flight is cancelled by the airline with date of travel from 26/03/2020 until 31/07/2020

Starlux (JX)

Travel disruption policy

Routes: All routes

Original Date of Issue: on/before 31/12/2021

Original Date of Travel: All date within ticket validity

Route : All

Reschedule

Reschedule/change fee will be waived (Free Reschedule Fee)
Any fare differential between original and new ticket must be paid by customer
This can be done by submitting reschedule request via Traveloka Apps

Refund

Normal refund rules apply
Refund can be done by submitting refund request via Traveloka Apps

Thai Vietjet (VZ)

A. Policy for Flight that Rescheduled by Airline

Original Date of Travel: 1-10 April 2021

Thai Vietjet has confirmed its goodwill support of THB 300 voucher to all passengers with flight impact : rescheduled by airline with time difference 1 hour or more. The voucher will be automatically sent to passengers’ email as provided in their booking, within April 2021.
Passengers who has travel date during 1st - 10th April 2021 can contact the carrier by following link: http://bit.ly/3sBuET0 and fill in needed information, to receive voucher (of higher value than paid amount) for further use, which they can make and manage their new bookings by themselves.
Upon receipt of correct information provided and verification, the voucher(s) will be sent to passengers’ provided email for further use, 14 days from date of receipt of passenger information.

B. Reschedule & Credit Shell Policy

Routes: Domestic Flights

Original Date of Travel: 5-31 January 2021

If your flight is not impacted by the COVID-19 outbreak, please refer to the ticket refund condition showed on the e-ticket.

Ticket must be booked before 1 January 2021
One time change flight by waive changing fee (Fare difference applies if any) travel by 31 March 2021
Credit shell can be 3 months from original travel date. Passenger must contact to request credit shell 72 hours throughE-Form, Thai VietJet Contact Center or Thai VietJet Airport Counter. Please note that passengers who have already requested for flight change will not be eligible for credit shell.
Passenger who wish to request refund, please contact Traveloka through Traveloka application on my inbox messenger or email via cs@traveloka.com

Turkish Airlines (TK)

Travel disruption policy

Travel Disruption Policy

Routes: All routes

Original Date of Issue:21/03/2020 until 31/12/2021

Original Date of Travel: anytime

Reschedule

Reschedule/change fee will be waived
Any fare differential between original and new ticket must be paid by customer
No show fee is not applicable for waiver
New Travel/Journey date should be completed up to 31 May 2022

Reroute

Reroute / change fee will be waived
Any fare differential between original and new ticket must be paid by customer
No show fee is not applicable for waiver

Open Ticket

New travelling dates can be issued according to the ticket validity
Validity of Ticket can be extended until 31 May 2022 without any penalty

Terms & Conditions

We strongly advise you to always check for domestic regulations applied in public activity restriction enforcement (PPKM) on 2-9 August 2021. Also, with the uncertainty of the current condition, choose a hotel room with a free cancellation policy when making a booking to ease you for flexibility changes in the future. Booking with a non-refundable policy will strictly follow its original policy and not entitled for refund.

Search and Book Free Cancellation Room :

Find 'Free Cancellation' in our search filter
Look for the 'Free Cancellation available' label highlighted in green color. The label will be displayed in all accommodations with free cancellation.
On the accommodation details page, scroll down the page until you find a list of rooms. You will find the ‘Free Cancellation’ filter on top of the page.
You can also find ‘Free Cancellation’ label in the room type that offers free cancellation.

My Booking Policy :

If Cancellation Policy states it is Refundable : All bookings will be eligible for refund by following the cancellation policy and submit the refund request via Apps.
If Cancellation Policy states it is Non-Refundable : The cancellation policy will follow the original policy stated on your voucher

Hotel Reschedule

Find your hotel booking

Log into your Traveloka account. Go to My Booking and select Hotels.

Select your Hotel booking

Open the hotel booking you wish to reschedule, look for Manage Booking, then tap Reschedule.

Request reschedule

On the Reschedule page, tap Request Reschedule.

Choose your desired check-in date

Find your new check-in date as well as your stay duration, then tap Search Rooms.

Select room

Select the room you wish to stay in and tap Select Room.

Complete your payment

Tap Continue to proceed to your payment.

Receive your new hotel Voucher

Your voucher will be sent to your email and Traveloka App. You can also check your reschedule status on the Reschedule page.

Request a reschedule

Hotel Refund

Find your hotel booking

Enter the authentication code

Tap Refund, then enter the authentication code that we send to your device.

Read the terms & conditions

Read the refund terms & conditions, check the box to agree and tap Next.

Submit refund request

Select the room or unit you wish to refund and upload the refund documents, complete your request by tapping Submit Refund.

Request a refund

Free Cancellation Rooms

With the uncertainty of COVID-19 situation, choose a room with a longer Free Cancellation period (up to 1 day before check-in date). Check out how you can find free cancellation rooms:

Search Filter

You can find 'Free Cancellation' in our search filter to ease you in finding accommodations that offer free cancellation policy.

Search Results Page

Look for 'Free Cancellation available' label highlighted in green color. The label will be displayed in all accommodations with free cancellation.

Accommodation Details Page

On the accommodation details page, scroll down the page until you find list of rooms. You will find ‘Free Cancellation’ filter on top of the page.

Room Options List

You can also find ‘Free Cancellation’ label in the room type that offers free cancellation.

Pay upon Check-in Rooms

Flexibility at its best. If you don’t want to deal with requesting a refund, choose Pay upon Check-in room, either regular Pay upon Check-in or Pay upon Check-in (Book Without Confirmation) type. It allows you to book a room and pay during check-in. Here are the how-to-book steps:

Search Hotel

Start your search by filling in the destination, number of guests, and your duration of stay.

Select “Pay upon Check-in” Accommodations

On the search results page, find accommodations with the “Pay upon Check-in available” label, or click on the Pay upon Check-in filter located on top of the search results page to show only Pay upon Check-in accommodations.

Book Accommodation

Not all rooms are available for Pay upon Check-in bookings. To show the available rooms, use the ‘Pay upon Check-in filter or check out the rooms with ‘Pay upon Check-in’ label in the accommodation page.

Note: If you choose Pay upon Check-in (Book Without Confirmation Method) type, you only need to fill in contact & guest details, set the check-in time, and just wait for your voucher issuance.

Select Booking Confirmation Method

To book Pay upon Check-in rooms, choose from the following booking confirmation methods: credit card, debit* card, or PayLater**. These methods are only needed to confirm the room you book and not as a means of payment. However, some accommodations may pre-authorize your card prior to your arrival for security purposes.

Please note that if you prefer to confirm with PayLater, your limit will be deducted temporarily in the amount of your booking. Your limit will be restored within 5 days after check-out.

* Thailand and Vietnam only
** Indonesia-only

Done! Wait for Voucher Issuance

Within 60 minutes after your booking is confirmed, we will send your booking voucher to your email.

What to do upon check-in?

To check in, show your accommodation voucher to the hotel’s front desk staff. Then pay the full amount in local currency either by cash or by card.

The accepted payment methods may vary, so check your voucher to see which payment methods the accommodation prefers. If you need the receipt, please ask the front desk to issue the receipt of your payment.

Book WITHOUT immediate payment.
Save money until check-in.

Book now

Terms & Conditions

If your Xperience booking is affected by this situation, you may try one of the options of refund or reschedule (please note that the options’ availability is subject to supplier’s approval or its cancellation policy).

For further information of your Xperience booking during public activity restriction enforcement (PPKM) on 3-20 July 2021, please refer to this link : click here

Xperience Reschedule

Log in to your account on Traveloka App or Traveloka’s website.
Go to My Booking to find your Xperience voucher.
Open your voucher or booking details and see your “Voucher Validity Period”.
If your booking is still active within a period of time and the latest date is within your preferred date, you can personally adjust your new schedule by following it, otherwise it will be subject to its cancellation policy.

Request a reschedule

Xperience Refund

Log in to your Traveloka App

Once you’re in, tap the My Booking menu.

Find the “Refund” option

Tap Refund, then Request Refund.

Review your refund eligibility

Tap the booking you wish to refund, make sure it is available for refund.

Complete Your Request

Tap “Start My Refund” to complete your request. You can also keep track of your refund on the same page.

Request a refund

JR Pass Refund

At the moment, refunds via Traveloka App are not yet available for JR Pass bookings. However, you can refund your JR Pass booking by following these steps below.

For physical Exchange Order (MCO):

Mail the printed Traveloka voucher in your e-mail along with your Exchange Order to:

Traveloka Customer Service

Wisma 77 Tower 1, Lt. 7

Jl. S. Parman Kav. 77, RT.6/RW.3, Slipi, Kec. Palmerah, Jakarta Barat

Jakarta 11410

For electronic Exchange Order (e-MCO):

Contact our Customer Service (via call, chat, or e-mail). Make sure to state your booking ID.

Refund Terms & Conditions

Bookings are fully refundable as long as you have not redeemed your JR Pass.
A refund request must be submitted within 180 days of the exchange period after your booking is complete.
You are required to attach your flight cancellation proof when submitting your refund request.
The refund approval process will take 6 – 10 weeks after we have received your Exchange Order.
The refunded amount will be transferred within 4 weeks after approval.
Your refund will be returned to the bank account used for booking.
Any updates regarding your refund will be sent to the e-mail used during booking.

Terms & Conditions

Regular policy applies for cancellations made due to PPKM.

Please check your Traveloka voucher to see your refund & reschedule policy.

Refund Airport Transfer

If your booking is eligible for refund, you may submit your refund by following steps below :

Open your Traveloka App and tap My Booking.
Open the e-ticket you wish to Refund.
Scroll down to the Manage Booking section and tap Request Refund.
Select Airport Transfer booking that you want to cancel, and select Force Majeure as refund reason, tap Save and Continue.
Review your refund details. Make sure all details are correct, then tap Submit Refund.
Verification code will be sent to your registered number. Enter your verification code on your App and tap, Verify.
To track your refund status, go to My Booking -> Choose your e-ticket -> scroll down and choose Refund.

Reschedule Airport Transfer

If your booking is eligible for reschedule, you may submit your request by following steps below :

Open your Traveloka App and tap My Booking.
Open the e-ticket you wish to Reschedule.
Login to your Traveloka Account or input your booking data for verification purposes.
Select Force Majeure as reschedule reason.
Input the new pick up date & time for your reschedule.
Review your reschedule details. Make sure all details are correct, then tap Submit Reschedule Request Button.
Our Customer Service will escalate your reschedule request to the supplier and will update your booking maximum by 24 hours.
Reschedule cannot be guaranteed since it’s subject to supplier approval and availability.

Terms & Conditions

Regular refund & reschedule policy applies for cancellations made due to PPKM.

Please check your Traveloka voucher to see your refund & reschedule policy.

Refund Car Rental

If your booking is eligible for refund, you may submit your refund by following steps below :

Open your Traveloka App and tap My Booking.
Open the e-ticket you wish to Refund.
Scroll down to the Manage Booking section and tap Request Refund.
Select Car Rental booking that you want to cancel, and select Force Majeure as refund reason, tap Save and Continue.
Review your refund details. Make sure all details are correct, then tap Submit Refund.
Verification code will be sent to your registered number. Enter your verification code on your App and tap, Verify.
To track your refund status, go to My Booking -> Choose your e-ticket -> scroll down and choose Refund.

Reschedule Car Rental

If your booking is eligible for reschedule, you may submit your reschedule request by following steps below :

Open your Traveloka App and tap My Booking.
Open the e-ticket you wish to Reschedule.
Login to your Traveloka Account or input your booking data for verification purposes.
Select Force Majeure as reschedule reason.
Input the new pick up date & time for your reschedule.
Review your reschedule details. Make sure all details are correct, then tap Submit Reschedule Request Button.
Our ops will escalate your reschedule request to the supplier and update you maximum by 24 hours.
Reschedule is subject to supplier approval and availability.

KAI Travel Info

List of Stations That Provide Free Booster Vaccinations (As of 1 September 2022)

The requirements and locations for free booster vaccines can be checked on the official KAI website.

Detailed information regarding the list of stations that provide free booster vaccine services can be accessed through this page.

"For more information, you can contact the KAI Contact Center by phone at (021)121, WhatsApp 08111-2111-121, email cs@kai.id, or KAI121 social media."

Travel Provisions

PT KAI has regulated the travel requirements for KAI's long distance trains passengers in Java and Sumatra. Please see below for more information.

Passengers must show a COVID-19 vaccine card/certificate (from SATUSEHAT App) confirming the administration.
Passengers who have been vaccinated in 3 doses (booster), are not required to present a negative result of the PCR test when traveling.
Passengers who have vaccinated for 1 dose or 2 doses are not allowed to travel domestically.
Passengers aged 6-12 yearswho have not been vaccinated for certain reasons must have a certificate of not having received vaccinations from the Puskesmas/health service facility, or must be accompanied by parents/adults who have received complete vaccinations (Vaccine 1, vaccine 2, and booster 1) during the trip.
Passengers aged 6-17 years who have been vaccinated in 2 doses, do not need to present rapid antigen test results or RT-PCR. For passengers aged 6-17 years with 1 dose vaccination, are not allowed to travel domestically, exception applies for passengers aged 6-17 years who have just come back from international destinations.
Children under the age of 6 are allowed to board the train, exempted from vaccination and COVID-19 test requirements, but must be accompanied by their parent or travel companion that have met vaccination and COVID-19 test requirements and following strict health protocols.
Passengers who are not / have not been vaccinated for medical reasons or comorbid, must present a statement from a specialist doctor of government hospital.
Foreign Nationals (WNA) aged 18 years and above coming from outside Indonesia, must have been vaccinated in 2 doses when travel domestically in Indonesia.

Passengers must use the Identification Number (NIK) when booking train tickets. Passengers who do not have an Identity Card (KTP) can use the NIK from the Family Card (KK).

Passengers are expected to be in good health, which means they do not suffer from the flu, cold, cough, diarrhea, fever, nor experience loss of smell.

Passengers must be in a healthy condition and are not suffering from the flu, cold, coughs, diarrhea, fever, and loss of smell. Their body temperature also must not exceed 37.3°C.

Passengers must wear a three-layered cloth mask or a medical mask covering their nose and mouth.

Passengers are recommended to wear modest clothing (e.g. a jacket or long-sleeve shirts).
Change masks regularly every four hours, and dispose of waste masks in the space provided

It is not allowed to speak during the trip, either one-way over the phone or having a conversation with another person.

Passengers should stay away from the crowds and reduce mobility.
Passengers should wash their hands with water or use hand sanitizer.

Refund & Reschedule

KAI Train Tickets Refund Policy & Reschedule Policy

Refund and reschedule requests due to voluntary reasons (e.g. change of plans) can be done at the latest 1 hour before departure time with a 25% fee of the ticket price. To request it, please go to the KAI counter at the station.

Refund and reschedule requests due to not being able to provide a negative COVID-19 test result will not incur any fee. To request it, please go to the KAI counter at the station.

Refund and reschedule requests due to operational reasons (e.g. train is cancelled) will not incur any fee. To request it, go to the KAI counter at the station or call KAI Call Center at 021 121.

Please bring your e-ticket and ID card (KTP, passport, or Driver’s License; or Student ID for passengers below 17 years old) if you are requesting your refund or reschedule at the KAI counter.

If you are making a refund or reschedule request on behalf of a passenger, please bring a Letter of Authorization with a duty stamp totaling at least Rp9.000 signed by the passenger, the passenger's original ID card and its copy, and your original ID card and its copy.

Passengers of intercity trains who cannot meet the travel requirements to show a vaccine certificate and a negative result of RT-PCR/rapid antigen test may cancel their tickets nolater than D+3 from the departure date listed on the ticket.

Passengers of intercity trains and local trains/short-distance trains whose trips were canceled by PT KAI, the cancellation process will be carried out no later than D+14 from the departure date listed on the ticket.

The cancellation process can be made at station counters or via KAI121 WhatsApp (08111-2111-121). For local train/short-distance trains' tickets, the cancellation can only be made at the counter stations.

Passengers will receive 100% refund excluding order fees. The refund for the cancellation process at the station counters will be made in cash, while the refund for the cancellation process requested via WhatsApp will be made via transfer, 14 days after submission.

Additional Reschedule Policy

Reschedule is based on seat availability and will incur an administration fee.

If the new ticket is more expensive, the price difference will be borned to the passenger. If the new ticket is cheaper, passengers will not get a refund for the price difference.

Administration and other fees can only be paid via cash, so please remember to bring cash before you go to the KAI counter.

Additional Refund Policy

Refunds cannot be done for train classes M, X, W, Y, U, Z (Executive Promo) if the reason is voluntary (e.g. change of plans). See your class info on your e-ticket under the Trip Details section.

Convenience fee will not be refunded.

Refunds can only be done via bank transfer or cash. For refunds by bank transfer, PT KAI will send an SMS notifying that the fund is ready to be sent to your bank account. For refunds by cash, you will need to pick up the fund at the station where you made your refund request.

You will receive your refund 30 – 45 days after you made your request.

Some theaters have closed their venues and applied an entry waiver policy with detail as follows :

CGV

All theater in Jakarta are closed from 23 March 2020 to 6 April 2020
All theater in Bekasi are closed from 23 March 2020 to 31 March 2020

Flix cinema below are closed from 20 March 2020 to 5 April 2020:

Flix Cinema in PIK Avenue
Flix Cinema in Mall of Indonesia
Flix Cinema in Grand Galaxy Park

Cinépolis cinema below are closed from 23 March 2020 to 5 April 2020

Platinum cinema below are closed from closed from 24 March 2020 to 29 March 2020

Platinum Sidoarjo
Platinum Kolaka
Platinum Cibinong
Platinum Bintung

Customers who have purchased movie tickets for CGV, FLIX and Platinum on a temporarily closed date, Traveloka team will directly contact you through email to be able to process a refund.

However for customers who have purchased movie tickets for Cinépolis on a temporarily closed date, will be contacted directly by Cinépolis team.

If your theater and/or chosen screening date is not closed, it means that the original cancellation policy (non-refundable) still applies. The theater management might change its policy if the situation surrounding COVID-19 changes closer to your visit date, so you might want to wait and contact us back 3 days before your chosen visit date via our application.

Some Restaurants / Shopping Centers have closed their venues as a preventative measure of COVID-19 and to follow government regulation during public activity restriction enforcement (PPKM) on 3 July 2021 - 20 July 2021.

For Eats Special Offers users who have vouchers that expired during the closing period are affected (3 July 2021 - 20 July 2021), please send a validity extension request to cs@traveloka.com and our team will help to negotiate with our restaurant partner. The request is subject to the restaurant's approval.

If your voucher expires later than 20 July 2021, it means for now the voucher validity will remain as it is and will also follow the original cancellation policy (Non-refundable).

Please be informed that we will monitor the development of this situation closely, and we’ll help to ensure you that you could use your voucher as soon as this pandemic has passed. If your booking is not yet eligible to get extended voucher validity for now you might want to wait and contact us back via our application 3 days before your voucher expires.

Bus & Shuttle Refund Info

To request a refund or reschedule for your bus booking, please contact the bus operator.

You can find the bus operator’s contact details on the e-ticket sent to the email address you used for booking under the Refund Policies and Reschedule Policies section.

Buses & Shuttles COVID-19 Regulation During PPKM Period

In the effort to curb the spread of COVID-19, The Ministry of Transportation Republic of Indonesia has regulated travel requirements effectively from26 August 2022.

The requirements for traveling with intercity or interprovincial buses or shuttle are as follows:

Passengers must have PeduliLindungi App.
Passengers aged 18 years and over must have received the third dose of vaccine (booster).
Passengers aged 6 - 17 years must have received the second dose of vaccine.
Foreign Citizens traveling from overseas aged 18 years and over must have received the second dose of vaccine.
Passengers who have met the vaccine requirements above are not obligated to show negative results of RT-PCR or antigen test.
Passengers who have not been vaccinated due to medical reasons need to show proof of vaccine exemption from a State Hospital, and are not required to show negative results of RT-PCR or antigen test.
Children under the age of 6 may travel accompanied by an adult and apply the proper COVID-19 health protocol.

Passengers must be in a healthy condition and are not suffering from the flu, cold, coughs, diarrhea, fever, and loss of smell. Their body temperature also must not exceed 37.3°C.
Passengers must wear 3-ply cotton face masks or surgical masks.
Passengers are not allowed to talk to the phone throughout the journey.
Passengers are not allowed to eat or drink in journeys less than 2 hours, except to take medicine.

Refund using PayLater as Payment Method

Refund for purchases paid using PayLater will follow the refund procedure designated by each product.

Important items to know:

PayLater installment fee is not refundable
Refund for purchases that has been paid will be refunded via bank transfer

Frequently asked questions

Why do I still see some PayLater bills, when my refund is already processed?

Similar to any other credit product, PayLater installment fee is non-refundable. Thus, this amount will remain as a bill that needs to be paid on your PayLater account page.

FAQ page info:

https://www.traveloka.com/id-id/help/travelokapay-product/paylater/refund-reschedule/will-i-be-able-to-refund-my-flight-if-i-pay-it-with-paylater

How do I receive a refund for a PayLater purchase that I have paid partially/fully?

If there’s any PayLater bill that has been paid, the amount will be returned via bank transfer. We will send an email asking for your bank account information, you may reply to this email to submit the necessary information.

Do I still need to pay my PayLater bill, even if I have an ongoing refund?

Yes. It is recommended that you pay your PayLater bill before the due date, even if a refund is being processed. Paying on time will prevent late fees, limit decrease, and lateness in the SLIK credit report.

Once a payment is completed, the amount that’s eligible for a refund will be transferred to your bank account. We will send an email asking for your bank account information, you may reply to this email to submit the necessary information.

I purchased a booking with a 100% refund guarantee. Why is there still an amount to pay in my Paylater after the refund?

The 100% Refund Guarantee covers only the product price, e.g. the ticket or hotel that you booked. Meanwhile, similar to any other credit product, PayLater installment fee is non-refundable. Thus, this amount will remain as a bill that needs to be paid on your PayLater account page.