Summarized Procedure for Customer Care Complaint Handling

1. Communicating complaints to Traveloka via https://www.traveloka.com/en-id/contactus

2. Data verification.

3. Investigation process.

4. Complaint resolution.

5. Providing responds to the user.

Required Documents

1. Booking ID and/or other documents related to the complaint.

2. Identity of the registered account owner.

3. If a user gave power of attorney to another individual on behalf of the user, then a letter of power of attorney with Materai must be provided.

Handling of User Complaints

The Traveloka Customer Care team will analyze and investigate internally and externally, then provide a resolution that will be presented to the user, then provide solutions to users in accordance with applicable laws and regulations.

If the complaint is not be settled by Traveloka, user may submit grievance to:

1. Head Office of Bank Indonesia (Visitor Center BI Bicara) or Representative Office of Domestic Bank Indonesia through (i) call center: BI Bicara 131; (ii) email BI : bicara@bi.go.id;

2. Badan Arbitrase Nasional Indonesia (BANI).