Refund Procedure

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How to Check Flight Refund Policy

How it Works

Questions & Answers

List of Airline Policies

What Is Refund?

Refund is a payback of value because you’ve canceled flight bookings made using Traveloka. Refunds can be paid in the method of cash, travel credit, Traveloka Points, or voucher. Once a refund request has been submitted, it cannot be canceled.

Contents:

1. How to request a refund 2. How to check refund status, progress, and history

How to request a refund

Follow these simple steps to request a refund in your Traveloka App.

Open your e-ticket

Go to My Booking in your Traveloka App, then open the e-ticket of the desired flight. Tap Refund & Reschedule tab at the top then select Refund.

Check the refund policy

Make sure that the flight is refundable, then tap Start My Refund button at the end of the page.

Review the details

Read the detailed policy of your refund, check on “I Agree”, then tap Continue.

Select what to refund

Select which flight(s) you want to refund, then also select your refund reason, and passenger name.

Complete the details and requirements

Fill in your transfer details and upload the necessary documents if required.

Submit your refund request

Check one more time for what you’ll refund and the estimated refund amount then tap Submit Refund. Your refund will be processed and you’ll be notified of the status.

How to check refund status, progress, and history

Checking your refund status, progress, and history can be done via Traveloka App.

Open My Booking

On your Traveloka App main screen, tap on My Booking on the bottom center.

Check your past refunds

Scroll down to the bottom of My Booking screen then tap on Check your past refunds.

Select the booking that was refunded

Choose among the past refunds that you wanted to check.

Review the refund status or progress

Inside the selected booking, you can check the refund details and status/progress.

How to Check Flight Refund Policy

You can check a flight’s refund policy when searching for a flight or after purchase of ticket(s) in Traveloka.

Contents:

1. When searching for a flight 2. After purchase is made 3. After your flight departure has passed

When searching for a flight

Search for flights in Traveloka.

Tap on the down arrow (v) on the bottom right of desired flight selection

or you can also select each flight and tap Details.

Select Refund on the top bar. There you can see the refund availability, applicable reason, fee, and other policies for that flight.

Scroll down to find the refund estimates / fee.

Scroll down more to see the flight’s refund process duration.

After purchase is made

Go to My Booking in your Traveloka App. You can find it in the bottom middle area.

Select the flight/booking that you want to see the policy.

Tap the Refund & Reschedule tab on the top, then select Refund. There you can see the flight’s Refund Policy.

Scroll down to see more details of the Refund Policies and Refund Estimation.

After your flight departure has passed

If your flight’s departure date has passed, you have to tap the bill icon on the top right corner of My Booking page.

This is the purchase list page. Find your past flights by tapping Filter on the top right area then choosing Product Type - Flight.

Select Purchase Date and set it to your desired date range, then tap save.

On the list of purchases shown, select the booking you want.

Select the flights under Product Details.

Tap on the Refund & Reschedule tab at the top, then select Refund.

Scroll down to see the details of Refund Policy and Refund Estimation.

Questions & Answers

How can I request for a refund?

Refund can be requested through the Traveloka account used during booking. Once you are logged in, go to My Booking, click Details, then click on the Refund button to start filing for a refund. You can learn more about submitting a refund request by visiting the Refund tab.

What are the acceptable reasons to request for a refund?

In general, refunds are permitted for personal reasons (self-cancellation, sickness, pregnancy, or death of a passenger), cancellation/rescheduling by the airline, force majeure, or double booking. However, different airlines or hotels may also have different policies regarding acceptable refund reasons. Please check your airline's or hotel's specific refund policy to be sure which ones apply to your booking.

When should I request for a flight refund?

Refund requests for flights must be submitted within the ticket validity period, which varies for each airline. Refund will no longer be available if the ticket validity period has passed. In addition, tickets are also considered invalid for a refund once they have been checked in (via the airport counter or online).

When will I receive my refund?

For flight refunds, the refund process will depend to the airline's process.

How much will I get back on my refund?

The refund amount varies depending on the airline/hotel’s refund policy. You can also find your estimated refund amount once you have filled out your refund request details.

Please note that all flight refunds are subject to a Rp35.000 / MYR 10 / SGD 5.0 / THB 80 / VND 50,000 / PHP 115 / USD 25 / EUR 22.5 / GBP 20 fee from Traveloka, per passenger per route, and a cancellation fee from the airline. Additional fees from the airline may also apply.

Where will I receive my refund amount?

If you chose to pay by credit card during booking, your refund will be transferred to your credit card account. For other payment methods, the refund will be transferred to your bank account. Please note that refund can only be transferred to the contact person’s or any one of the passenger’s bank account. Otherwise, your refund will be suspended.

Where can I check the status of my refund?

You can check the status of your refund through My Booking. When you click Details, you will see the current status and any latest information about your refund.

Are there other options if my flight is non-refundable?

You can try to request a reschedule. Find out how to do it in this page

Refund for Singapore Airlines

COVID-19 Waiver Travel Disruption Policy

Valid for tickets

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

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

Refund for Qantas

Travel disruption policy

Valid for tickets

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

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

Refund for Philippine Airlines

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.

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

Refund for All Nippon Airways

COVID 19 Waiver Travel Disruption Policy

Valid for ticket

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

Refund for Emirates

Travel Disruption Policy

Valid for tickets

Routes: All routes
Original Date of Issue: until 30/09/2020
Original Date of Travel: until 31/03/2021

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

Refund for Malaysia Airlines

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

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.

Refund for Air France

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

Valid for ticket

Routes: All routes
Original Date of Travel: anytime
Original Date of Issue: anytime

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 for Citilink

Policy for passenger that tested positive COVID-19

Valid for tickets

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.

Refund for NAM Air

Travel disruption policy

Valid for tickets

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

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

Policy for passenger that tested positive COVID-19 (After departure date)

Valid for tickets

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

Refund for Sriwijaya Air

Policy for passenger that tested positive COVID-19 (Before departure date)

Valid for tickets

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

Policy for passenger that tested positive COVID-19 (After departure date)

Valid for tickets

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

Refund for Garuda Indonesia

Policy for passenger that tested positive COVID-19 (Before Departure)

Valid for tickets

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

Policy for passenger that tested positive COVID-19 (After Departure)

Valid for tickets

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

Close

Some airlines have a travel waiver policy to refund your flight. Check out the latest travel waiver policies from the following airlines. If your airline is not listed below, check refund policies in the Traveloka App by following the "How to Check Flight Refund Policy" tab.

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