Fulfill Consumer Flexibility Needs, Traveloka Introduces 100% Refund Guarantee Feature for International Flights

Jakarta, July 6, 2023 — Traveloka, as the leading travel platform in Southeast Asia, continues to innovate to provide the best services to consumers. Since May 26, 2023, the innovative 100% Refund Guarantee feature has been available for international flight bookings.

Traveloka recognizes that flexibility in travel planning is one of the most crucial considerations for consumers when purchasing travel tickets. Iko Putera, CEO of Transport at Traveloka, stated, "It is essential for Traveloka to continually innovate and adapt to existing trends and changes in consumer behavior. More convenient travel options with the flexibility to adjust travel plans as needed are vital for our consumers. Our internal data indicates that at least 63% of consumers consider reschedule and refund guarantees to be the most important features when buying flight tickets. In response to this need, Traveloka has introduced the 100% Refund Guarantee feature for international flight bookings."

Furthermore, Iko added that when planning international travel, we may encounter uncertain situations. These could include the possibility of visa rejection or sudden spikes in flight ticket prices due to major events like concerts or music festivals. By introducing the 100% Refund Guarantee feature for flight ticket purchases, it is hoped that this can address such uncertainties. Consumers can still purchase their flight tickets well in advance of their departure date to avoid higher ticket prices if purchased closer to the departure date, providing them with a sense of security and flexibility, with the option of a refund if needed.

According to the Criteo survey on Consumer Travel Preferences, the pandemic has set a new standard in the aspect of consumer experience. Consumers seek travel service providers that offer flexibility to change travel plans when necessary. Globally, 42% of travelers consider easy refund services. Traveloka's research in April 2023 also yielded similar results, where ease of changing ticket reservations and refund guarantees ranked highest among consumer reasons for making purchases on an online travel platform, alongside attractive promotions. A total of 52% of consumers desire ease in altering travel plans, while 50% of consumers also seek a 100% refund guarantee.

Supported by our insurance partner, ADB Insurance powered by MJP, the 100% Refund Guarantee feature has been a favorite among Traveloka's loyal customers for domestic flight bookings since 2019. Now, this innovative service is available for international flights with ticket bookings up to 10 months in advance. Consumers can request a flight cost refund up to 24 hours before departure while also converting non-refundable tickets to refundable ones, with refund fees starting at Rp 200,000. The refund and reschedule feature can be easily accessed through the Traveloka app, following a few simple steps:

1. During your search:

2. After completing your purchase:

Iko stated that as the leading travel platform currently operating in six Southeast Asian countries, Traveloka is continuously innovating to meet its users' aspirations. "Understanding consumer behavior trends is part of our commitment to consistently provide innovative and solution-oriented services to our customers. The introduction of the 100% Refund Guarantee feature for international flights is a tangible manifestation of our commitment to fulfilling consumer travel needs and, at the same time, boosting consumers' confidence to explore various international destinations," concluded Iko.