Due to the high volume of incoming requests we are currently facing, we hope you understand that our customer service agents may need more time than usual to respond to your queries.
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.
We can ensure you that we will respond to you as soon as we can, and we thank you for your understanding.
In the event where your departure date has passed but your refund request is still being processed, there is no need to contact us again.
Please note that your refund process requires up to 90 days or even more since Traveloka needs to maintain thorough coordination with airline partners.
Smart tips: Providing your Traveloka Booking ID (9-digit numbers) when contacting Customer Service helps us serve you much faster.
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
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.
If your Airport Transfer booking is affected by the COVID-19 situation, please check the following policies for your reference.
Regular refund policy applies for cancellations made due to COVID-19. Please check your Traveloka voucher to see your refund policy.
If you are eligible for a refund, send us a message via My Inbox. Please also provide a proof of cancellation from the airline, if applicable.
If your trip is affected by COVID-19, you might be eligible for a refund. However, this will be subject to approval from KLIA Ekspres.
To request a refund, send us a message via My Inbox. Please also provide a proof of reschedule or cancellation from the airline.
Refund is not available for Flexi Tickets cancellations, including those made due to COVID-19, as stated on your Traveloka voucher.
Refund is not available for any cancellations, including those made due to COVID-19, as stated on your Traveloka voucher.
Refund is not available for any cancellations, including those made due to COVID-19, as stated on your Traveloka voucher.
Regular refund policy applies for cancellations made due to COVID-19. Please check your Traveloka voucher to see your refund policy.
If you are eligible for a refund, please send us a message via My Inbox. Please also provide a proof of cancellation from the airline, if applicable.
Important to Know:
City or Province | Eligible Stations for Refunds |
---|---|
Bandung |
|
Cirebon |
|
Jabodetabek |
|
Jember |
|
Madiun |
|
Palembang |
|
Purwokerto |
|
Semarang |
|
Sumatra Barat (West Sumatra) |
|
Sumatra Utara (North Sumatra) |
|
Surabaya |
|
Tanjungkarang |
|
Yogyakarta |
|
In an effort to curb the spread of COVID-19, the COVID-19 task force has issued a decree (SE Satgas No 7/2021) that regulates the travel requirements for passengers who are taking KAI’s long distance trains in Java and Sumatra. The requirements are as follows:
(Scroll down to see list of stations that provide GeNose Test)
Important to Know:
Important to Know:
Some theaters have closed their venues and applied an entry waiver policy with detail as follows :
CGV
Flix cinema below are closed from 20 March 2020 to 5 April 2020:
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
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.
To mitigate the situation, since the cancellation policy for Eats booking is non refundable, Traveloka provides a solution to extend the validity period of each voucher until 30th of June 2020 for Eats Special Offers users who have vouchers to be expired during the closing period are affected (25 March 2020 - 15 June 2020) except for KFC or Domino’s Pizza Vouchers. The changes will automatically reflect on your Eats Voucher in your Traveloka Apps.
If your voucher expires later than 15th of June 2020, 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.
Please be informed that the validity period for KFC or Domino’s Pizza vouchers will remain the same based on the validity period stated on your voucher. Should you have any further questions, you may contact us via message center or email to cs@traveloka.com
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.
In an effort to curb the spread of COVID-19, the COVID-19 task force has issued a decree (SE Satgas No 7/2021) that regulates the travel requirements for passengers who are taking intercity buses & shuttles. Please see below for more information.
Refund for purchases paid using PayLater will follow the refund procedure designated by each product.
Important items to know:
If you have an upcoming flight that may be affected by the COVID-19 pandemic, find your airline’s status and policy below. We will refer to airline' latest policy for refund and reschedule.
Make sure to check for updates periodically as status and policy may change or be added any time at the discretion of the airline. When an airline releases new information, this page will be updated accordingly within 24 hours.
Some countries have already reopened their international flight. Get the latest information about opened countries that ready to visit. Read the government regulations and requirements below.
Note: All of the information below is taken from official sources of the respective country or region. This page will be kept up-to-date, but we urge all customers to confirm travel restrictions with the relevant authorities.
Open
Thailand allows long stay foreign tourists under the Special Tourist Visa (STV) Program.
Tourist Visa (TR) may be granted to visitors who intend to stay in Thailand no longer than 60 days for tourism purpose.
Types of Tourist Visa and Validity:
Required documents:
Additional Information:
Applicants, who are eligible to enter Thailand, must obtain ALL the required documents before submitting an online application for Certificate of Entry (COE), at https://coethailand.mfa.go.th at least 14 working days before the date of the intended departure. Once an online application is completed, successful applicants will be individually contacted to apply for a visa (if not yet already hold a valid visa).
Please be aware that Thailand has been in the National State of Emergency to fight against COVID-19, those who enter Thailand must strictly comply with the national disease prevention measures.
Source:
http://www.thaiembassyjakarta.com/en/consular-services/tourist-visa/
http://www.thaiembassyjakarta.com/en/consular-services/important-information-on-visa-application/
Partial Restriction
Singapore’s borders are now re-opening gradually for visitors. Starting from October 26,2020, Indonesian citizens with special terms can visit Singapore under the Reciprocal Green Lane (RGL) between the two countries, with details:
Source: https://safetravel.ica.gov.sg/indonesia/rgl/faq#faq-residents-indonesia
Partial Restriction
From March 22, Vietnam is only open for travelling for official or diplomatic purposes, who must undergo medical checks and 14-day quarantine upon arrival in Vietnam.
Source: https://vietnam.travel/things-to-do/covid-19-travel-policies-vietnam
Partial Restriction
Cambodia is open for visitors with several conditions:
Source: https://www.cambodiaangkorair.com/post-category/20/press-release
Partial Restriction
Malaysia has reopened its borders to foreigners who are seeking medical treatment. The early phases identified will admit medical tourists with critical cases and those who require intensive care. These medical tourists must register with the Malaysia Healthcare Travel Council (MHTC).
Requirements to all travelers entering Malaysia from overseas:
The Government of Malaysia has set specific requirements to all travelers (citizens and non-citizens) entering Malaysia in accordance with the implementation of the Recovery Movement Control Order (RMCO) as follows:
Open
Maldives is now open for tourists. Resorts and hotels located at uninhabited islands will be open from 15th of July 2020. Guest Houses and hotels located at inhabited islands will be open from 1st August 2020.
Source: https://visitmaldives.s3.amazonaws.com/eJYkk3YR/rtqnhnox.pdf
Partial Restriction
Starting January 8,2021, all foreign nationals entering South Korea must submit a negative PCR confirmation issued within 72 hours of departure. Koreans departing from UK and South Africa must submit negative PCR confirmation. All passengers must undergo special quarantine at home or related facilities.
Source: https://www.koreanair.com/global/en/2020_02_TSA_detail.html, https://kr.usembassy.gov/022420-covid-19-information/
Partial Restriction
Taiwan has reopened its borders for tourists with special purposes.
Starting March 1, 2021, details about entry restrictions and quarantine regulations for Taiwan are listed below:
Source: https://www.cdc.gov.tw/En/Bulletin/Detail/b1eCtr41msjGk3R8f2re7A?typeid=158
Partial Restriction
China's borders are now re-opening gradually for visitors. Effective from September 28, 2020, foreign nationals holding valid Chinese residence permits for work, personal matters and reunion are allowed to enter China with no need for applying for new visas.
If the above three categories of residence permits held by foreign nationals expired after March 28, 2020, the holders may apply for relevant visas by presenting the expired residence permits and relevant materials to the Chinese embassies or consulates on the condition that the purpose of the holders' visit to China remains unchanged.
Important Information Regarding Flights to Mainland China:
Source: http://id.china-embassy.org/eng/lsqw/visainfo/t1822692.html , Xiamen Airlines official announcement
Partial Restriction
Hong Kong has reopened its borders for international tourists with specific purposes, such as business or work.
Tourists who enter Hong Kong with a specific purpose must meet the following requirements:
- Must meet the minimum 14 day stay requirement in order to undergo the mandatory 14 day quarantine requirement - otherwise it will be rejected.
- Those who have been to Bangladesh, India, Indonesia, Nepal, Pakistan, Philippines or South Africa or the United States in the past 14 days and will continue their journey in Hong Kong, will be asked to present the following documents:
Please remember :
Source: https://www.coronavirus.gov.hk/eng/inbound-travel.html and https://www.cathaypacific.com/cx/en_ID/covid-19/hong-kong-travel-restrictions.html
Open
Dubai is now open for tourists. Depending on the passengers nationality they can get a visa on arrival, or passengers can apply for a visit visa from Dubai Immigration before they travel.
Source: https://www.visitdubai.com/en/articles/coronavirus-advisory
Open
Turkey has reopened their borders for international tourists. Starting December 30, 2020, passengers flying to Turkey or another country via Turkey are required to submit a negative PCR test, sampled maximum 72 hours prior to their flight, as per the current regulation in Turkey.
There is no obligation to submit a test result for passengers under 6 years old.
Passengers who do not submit a negative PCR test (in print or as digital media) will not be admitted to the flight.
Partial Restriction
Tourists can now visit United Kingdom again.
Source: https://www.gov.uk/guidance/coronavirus-covid-19-testing-for-people-travelling-to-england , https://www.gov.uk/uk-border-control
Partial Restriction
Several EU countries have reopened their borders as well as resume their visa operations. Based on the criteria and conditions set out in the recommendation, as from 1 July member states should start lifting the travel restrictions at the external borders for residents of the following third countries:
Algeria, Australia, Canada, Georgia, Japan, Montenegro, Morocco, New Zealand, Rwanda, Serbia, South Korea, Thailand, Tunisia, Uruguay, China (subject to confirmation of reciprocity), Andorra, Monaco, San Marino, and the Vatican.
Source: https://www.schengenvisainfo.com/news/confirmed-eu-marks-15-third-countries-as-safe-eu-members-not-obliged-to-open-borders-to-all/
Partial Restriction
From 1 July 2020, The Netherlands government adopted the recommendations on the gradual and partial lifting of the EU entry ban. The following countries allowed: Algeria, Australia, Canada, Georgia, Japan, Montenegro, Morocco, New Zealand, Rwanda, Serbia, South Korea, Thailand, Tunisia, Uruguay and China*.
*The condition of reciprocity explicitly applies to China: the EU will only open to China if China opens to EU citizens; here are also exception categories for people to be exempted from travel restrictions.
Partial Restriction
France borders is now open gradually for tourists. For your arrival in France, you need to fill in and carry documents in addition to required travel documents:
Partial Restriction
Partial Restriction
Spain has opened its borders with all European Union member states from 21 June, the end of the state of alarm, and will no longer impose quarantine on visitors. The European Union has also lifted its internal border controls within the Schengen area and has issued a recommendation for authorising entry for citizens of non-EU countries, which each country will apply according to the reciprocity principle.
Following these criteria, Spain permits entry to citizens of the following countries, from 4 July: Algeria, Australia, Canada, China, Georgia, Japan, Montenegro, Morocco, New Zealand, Rwanda, Serbia, South Korea, Thailand, Tunisia, and Uruguay. The reciprocity principle is maintained for citizens of Algeria, China, and Morocco.
Source: https://www.spain.info/en/reportajes/informacion-practica-turistas-covid-19-viajar-espana.html
Partial Restriction
Source: https://www.iatatravelcentre.com/international-travel-document-news/1580226297.html
Partial Restriction
From 2 July 2020, travel to Germany is possible from the following third countries with low rates of infection:
Options for travellers to Germany from all third countries
Travel to Germany is also possible from third countries not included in the above list if there are important grounds for doing so. On this basis, travel to Germany is possible for the following groups or travel purposes:
Partial Restriction
Foreigners can now follow the same rule as Ukrainians when crossing the border.
Individuals entering Ukraine from an area with a “significant spread” of COVID-19 (any nation that has had higher numbers of COVID-19 cases in the last 14 days than Ukraine itself) must:
Partial Restriction
International travelers can now fly to Egyptian international airports.
Source: https://www.egyptonlinevisa.com/travel-restrictions/#coronavirus-in-egypt
Partial Restriction
USA' borders are now re-opening gradually for visitors. A foreign national traveling to the United States for tourism needs a visitor visa (B-2) unless qualifying for entry under the Visa Waiver Program.
Tourism is a short visit for vacation, for visiting family and friends, or for medical treatment.
Effective from January 26,2021, travelers to USA:
Source: https://www.cdc.gov/media/releases/2021/s0112-negative-covid-19-air-passengers.html
Partial Restriction
Canada's borders are now re-opening gradually for visitors. Effective January 7, 2021, all air passengers aged 5 years or older must provide a COVID-19 molecular polymerase chain reaction (or PCR) test and must be taken within 72 hours prior to the traveller’s scheduled departure to Canada.
Anyone who receives a negative test result and is authorized to enter Canada must still complete the full, mandatory 14-day quarantine.