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

Important notice

Routes: All routes

Original Date of Issue: until 31/05/2020

Original Date of Travel: 01/03/2020 until 30/09/2020

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
• 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
• Reroute
• Normal reroute rules apply (No waiver for reroute fee).
• 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

Refund

• Normal refund rules apply (No waiver for refund fee)
• This should be done before your original date of travel
• This can be done by submitting refund via 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.
• This should be done before your original date of travel

Travel Disruption Policy - AirAsia Indonesia (Flight Code QZ)

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

Date of Departure : 6 July - 30 September 2021

Reschedule

• Change fee and different fare will be waived with new date of travel up to 30 November 2021
• Reschedule can be done by submitting reschedule via Traveloka App

Refund

• Full Refund
• Refund can be done by submitting refund via Traveloka App

Policy for passenger that tested positive COVID-19 :

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

• Normal (Regular) Policy will be applied for Refund
• Eligible for Reschedule, reschedule fee 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 :

• Normal (Regular) Policy will be applied for Refund
• Non-Reschedulable

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Travel Disruption - Regular Policy

Routes: All routes

Original Date of Issue: from 01/07/2020 onward

Reschedule

• Normal reschedule rules will apply
• Reschedule can be done by submitting reschedule via Traveloka Apps

Reroute

• Normal reroute rules apply (No waiver for reroute fee).
• This can be done by contacting our customer service via My Inbox in our Traveloka Apps

Refund

• Normal refund rules apply (No waiver for refund fee)
• Refund can be done by submitting refund via Traveloka Apps

Route : All routes

new date of travel : before 31 December 2020

Reschedule

• Reschedule fee will be waived
• Any fare differential between original and new ticket must be paid by customer
• Waiver for reschedule/change fee permitted for one time only
• This should be done 72 hours before your original date of travel and before 31 May 2020

Reroute

• Reroute / change fee will be waived
• Any fare differential between original and new ticket must be paid by customer
• Waiver for reroute/change fee permitted for one time only
• This can be done by contacting our customer service via My Inbox our Traveloka Apps
• This should be done 72 hours before your original date of travel and before 31 May 2020

Refund

• Refund fee will be waived for flight from/to Kazakhstan and original date of travel unitl 15 April 2020
• Normal refund rules apply (no special policies for COVID-19) for original date of travel after 15 April 2020
• This can be done by submitting refund via Traveloka Apps

Travel disruption policy

Routes: All routes

Original Date of Issue: on/before 31/01/2020

Original Date of Travel: 01/01/2020 until 28/03/2020

Routes: From Jakarta <-> Beijing

Original Date of Travel: 29/03/2020 until 01/05/2020

Routes: From/To Wuhan

Original Date of Issue:01/01/2020 until 29/03/2020

Original Date of Travel: on/before 31/01/2020

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

Reroute

• Normal reroute rules apply (No waiver for reroute fee).
• This can be done by contacting our customer service via My Inbox in our Traveloka Apps
• Any fare differential between original and new ticket must be paid by customer
• This should be done before your original date of travel

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

Travel disruption policy

Original Date of Issue: until 31/07/2020

Original Date of Travel:01/03/2020 until 31/07/2021

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 should be done 24 hours before your original date of travel
• This can be done by submitting reschedule via Traveloka Apps
• New date of travel: Within validity ticket (24 months from date of issued original ticket)

Reroute

• Reroute / 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 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
• New date of travel: Within validity ticket (24 months from date of issued original ticket)

Refund

• Eligible only for refundable ticket
• Normal refund rules apply (No waiver for refund fee)
• This should be done 24 hours before your original date of travel

Travel disruption policy

Routes: All routes

Original Date of Travel: 22/03/2020 until 17/05/2020

New date of travel:

Until 30 September 2020 (For ticket with validity original ticket 6 months)

Until 31 March 2021 (For ticket with validity original ticket more than 6 months)

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

Reroute

• Reroute fee will be waived within same region.
• 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

Refund

• Normal refund rules apply (No waiver for refund fee)
• No show fee will be waived
• This should be done before your original date of travel
• This can be done by submitting refund via Traveloka Apps

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

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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

Special Ticketing Arrangements Travel ex: Thailand(TH) to Macau (MO) /China (CN) /Japan (JP) /South Korea (KR) /Taiwan (TW) /Vietnam (VN)

With the development of novel coronavirus outbreak, entry restrictions are adopted by some countries and regions. In view of the epidemic prevention and control situation, Air Macau has introduced special ticketing arrangements for each route, now integrated as follows.

Scope of application for ex: Bangkok to Mainland China or involve Mainland China Route

Which are operated by Air Macau or codeshare flights with NX flight number under 675 tickets.

• Applicable Ticketing Date: Tickets issued on/after January 29, 2020 and on/before March 06, 2020.
• Applicable Travel Date: Between March 06, 2020 and April 30, 2020.

Exemption Policy

• Tickets match with above conditions are refundable without charges.
• Tickets match with above conditions can be waive of rebooking fee in same RBD one time, in which the rescheduled travel date must be on/before September 30, 2020.

Scope of application for ex: Bangkok to Macau/Japan/Korea/Taiwan/Vietnam Routes

Which are operated by Air Macau or codeshare flights with NX flight number under 675 tickets.

• Applicable Ticketing Date: Tickets issued on/before March 06, 2020.
• Applicable Travel Date: Between March 06, 2020 and April 30, 2020.

Exemption Policy

Tickets match with above conditions can be waive of rebooking fee in same RBD one time, (The newly rebooked sector must observe and confirm to the conditions of the respective fare rule, e.g. blackout dates, flight application, weekend/weekday travel and applicable seasonality by collecting additional difference, if any) in which the rescheduled travel date must be on/before September 30, 2020.

Restriction conditions:

• Rebooking is subject to flight availability and fare / tax difference which should be paid by passenger. Confirm original fare rule if applying change again.
• No Show Passengers are not eligible for waiver rebooking or refundable.
• Rebooking and Refund requirement should be summit before departure or not later than April 30, 2020

Travel disruption policy A

Routes: Domestic Flights

Original Date of Travel:01/04/2020 until 30/06/2020

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 24 hours before your original date of travel
• New date of travel: Within validity ticket (12 months from date of issued original ticket)

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 24 hours before your original date of travel

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
• This should be done before 30/06/2021.
• 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 12 months after you request for Open 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 submitting refund via Traveloka Apps

Travel disruption policy B

Routes: International Flights

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

Original Date of Travel: until 31/08/2020

Reschedule

• Reschedule/change fee will be waived
• Waiver for reschedule/change fee permitted for multiple changes
• Any fare differential between original and new ticket must be paid by customer
• This should be done 24 hours before your original date of travel
• This should be done before 30/06/2020.
• New date of travel: Within validity ticket (12 months from date of issued original ticket)
• This can be done by submitting reschedule via Traveloka Apps

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 24 hours before your original date of travel

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 24 hours before your original date of travel
• This should be done before 30/06/2021.
• 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: Within validity ticket (12 months from date of issued original 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 submitting refund via Traveloka Apps

Travel disruption policy

Waiver COVID-19 (Subject with immigration restriction and quarantine measures)

Original Date of Issue: until 30/06/2020

Original Date of Travel: until 31/12/2020

Refund

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

Reschedule

• Waiver for reschedule/change fee permitted for one time only
• Any fare differential between original and new ticket must be paid by customer
• Different taxes and surcharges will be collected
• No show fee is not applicable for waiver
• Refund fee exemption after reissue

Reschedule policy

Updated on 14 January 2021

Original travel period: 30 December 2020 - 31 January 2021

Applicable for all domestic routes

• Free for reservation change, if any fare different must be paid by passenger
• Passenger who wish to reschedule or request a refund, please contact Traveloka through Traveloka application on my inbox messenger or email via cs@traveloka.com

Travel Disruption Policy

• If your flight is not covered by this policy, please follow the normal ticket condition stated on Traveloka e-ticket.

• If you have demand for reschedule, please refer to Easy Reschedule feature here https://www.traveloka.com/en-vn/reschedule/flight/

Route: SGN-VDO v.v.

Original Date of Travel: 29/01/2021 onwards

Reschedule / Reroute: 

• Change fee and different fare will be waived if new departure time is within 72 hours from original departure time
• If departure time beyond 72 hours from original: any fare differential between original and new ticket must be paid by customer

Refund

Waived fee for all segments in the same PNR and all segments departing within 72hours of the impacted segment.

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Routes: Domestic Flights except Da Nang

Original Date of Travel: anytime

Refund

• Normal refund rules apply (No waiver for refund fee)
• No show fee is not applicable for waiver

Reschedule

• Waiver for reschedule/change fee permitted for one time only
• Any fare differential between original and new ticket must be paid by customer
• New Date of Travel: 08/08/2020 until 27/03/2021
• This should be done before 31/08/2020.
• This should be done 12 hours before your original date of travel

Reroute

• Waiver for reroute/change fee permitted for one time only
• Any fare differential between original and new ticket must be paid by customer
• New Date of Travel: 08/08/2020 until 27/03/2021
• This should be done before 31/08/2020.
• This should be done 12 hours before your original date of travel

Travel disruption policy

Routes: All routes

Original Date of Issue:18/03/2020 until 31/03/2020

Original Date of Travel: 18/03/2020 until 31/03/2020

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

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

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

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

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

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

Travel disruption policy

Routes: From Indonesia <-> Wuhan

Original Date of Travel: 24/01/2020 until 10/06/2020

Reschedule

• Reschedule/change fee will be waived
• Original Date of Issue: on/before 31/01/2020
• 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: Within validity ticket (12 months from original date of issue)

Reroute

• Reroute / change fee will be waived
• Original Date of Issue: on/before 31/01/2020
• 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
• New date of travel: Within validity ticket (12 months from original date of issue)

Routes: From/To Singapore/Malaysia

Original Date of Issue: until 06/04/2020

Original Date of Travel: from 02/04/2020 onward

Reschedule

Normal reschedule rules will apply

Reroute

Normal reroute rules apply (No waiver for reroute fee).

Refund

Normal refund rules apply (No waiver for refund fee)

Routes: From/To Wuhan

Original Date of Issue: on/before 31/01/2020

Original Date of Travel: 01/01/2020 until 29/03/2020

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: Within validity ticket (12 months from original date of issue)

Reroute

• Reroute / change fee will be waived
• Waiver for reroute/change fee permitted for one time only
• Different fares will be waived (1x)
• 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
• New date of travel: Within validity ticket (12 months from original date of issue)

Refund

• Refund fee will be waived within 12 months from original date of issue
• This should be done before your original date of travel
• This can be done by submitting refund via Traveloka Apps

Routes: From Mainland China <-> Schengen Countries

Original Date of Travel: 02/01/2020 until 10/06/2020

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 10/06/2020, outside of this date, fares rules apply
• No show fee is not applicable for waiver

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
• No show fee is not applicable for waiver

Refund

• Refund fee will be waived within 12 months from original date of issue
• This should be done before your original date of travel

Routes: From Mainland China <-> Other Countries (HKG,MXP,TPE)

Original Date of Travel: 02/02/2020 until 10/06/2020

Reschedule

• Reschedule/change fee will be waived
• Waiver for reschedule/change fee permitted for one time only
• Changes to new ticket are eligible within the same class/carrier/city with the original ticket. Change fee and different fare will be waived
• This can be done by submitting reschedule via Traveloka Apps
• This should be done before your original date of travel

Reroute

• Reroute / change fee will be waived
• Waiver for reroute/change fee permitted for one time only
• Reroute fee and different fare will be waived within same region.
• 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

Refund

• This policy applies for flights cancelled by airline
• 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

Travel disruption policy

INVOLUNTARY CHANGES

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

Original Date of Issue: anytime

Original Date of Travel: anytime

Refund

• This should be done before 28/02/2021
• Refund fee will be waived
• No-show fee shall be waived in case the passenger is denied at the airport (with a valid reason)

Reschedule

• This should be done before 28/02/2021.
• Waiver for reschedule/change fee permitted for one time only
• New date of travel: Within validity ticket (12 months from date of issued original ticket)
• No-show fee shall be waived in case the passenger is denied at the airport (with a valid reason)
• Original booking on CI/AE operated flights shall not be changed to codeshare flights

Reroute

• This should be done before 28/02/2021.
• Reroute / change fee will be waived
• Any fare differential between original and new ticket must be paid by customer
• New date of travel: Within validity ticket (12 months from date of issued original ticket)
• No-show fee shall be waived in case the passenger is denied at the airport (with a valid reason)
• Original booking on CI/AE operated flights shall not be changed to codeshare flights

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Travel disruption policy

VOLUNTARY CHANGES

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

This should be done before 31/10/2020.

a. Original Date of Issue: on/before 09/04/2020

Original Date of Travel:01/05/2020 until 31/05/2020

b. Original Date of Issue: on/before 07/05/2020

Original Date of Travel:01/06/2020 until 30/06/2020

c. Original Date of Issue: on/before 02/06/2020

Original Date of Travel:01/07/2020 until 31/08/2020

This should be done before 31/12/2020

Original Date of Issue: on/before 07/08/2020

Original Date of Travel:01/09/2020 until 31/10/2020

This should be done before 28/02/2021

Original Date of Issue: on/before 28/08/2020

Original Date of Travel:01/11/2020 until 31/12/2020

Refund

• Refund fee will be waived
• No-show fee shall be waived in case the passenger is denied at the airport (with a valid reason)

Reschedule

• Waiver for reschedule/change fee permitted for one time only
• New date of travel: Within validity ticket (12 months from date of issued original ticket)
• No-show fee shall be waived in case the passenger is denied at the airport (with a valid reason)
• Original booking on CI/AE operated flights shall not be changed to codeshare flights

Reroute

• Reroute / change fee will be waived
• Any fare differential between original and new ticket must be paid by customer
• New date of travel: Within validity ticket (12 months from date of issued original ticket)
• No-show fee shall be waived in case the passenger is denied at the airport (with a valid reason)
• Original booking on CI/AE operated flights shall not be changed to codeshare flights

Important Notice : China Eastern Airlines will suspend flight between Singapore to Changchun, Quanzhou, Hangzhou, Changsha, Yantai and Kunming.

Travel disruption policy

Routes: From/To CGK & DPS

Operated carrier: China Eastern Airlines (MU)

Original Date of Travel: 24/01/2020 until 30/06/2020

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

Reroute

• Reroute / change fee will be waived
• Waiver for reroute/change fee permitted for one time only
• Reroute fee and different fare will be waived within same region.
• 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

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

Routes: All flights

Original date of issue: from 01March - 15 April 2020

Original date of travel: from 25 March 2020

New date of travel: Until 12 March 2021

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 unlimited changes.
• This can be done by submitting reschedule via Traveloka Apps
• This should be done before 12 March 2021

Reroute

• Reroute / change fee will be waived
• Any fare differential between original and new ticket must be paid by customer
• Waiver for reroute/change fee permitted for unlimitted changes
• This can be done by contacting our customer service via My Inbox our Traveloka Apps
• This should be done before 12 March 2021

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.
• 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.
• Your new date of travel valid until 12 March 2021

Refund

• Normal refund rules apply (no special policies for COVID-19)
• This can be done by submitting refund via Traveloka Apps

Travel disruption policy

Routes: All routes

Original Date of Issue: until 01/06/2020

Original Date of Travel:01/06/2020 until 31/08/2020

New Date of Travel: until 31/12/2020

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 24 hours before your original date of travel
• This should be done before 03/09/2020.
• New date of travel for Italia flight route: Within validity ticket (12 months from original date of issue)

Refund

• Refund fee will be waived
• This can be done by submitting refund via Traveloka Apps
• This should be done 24 hours before your original date of travel
• This should be done before 03/09/2020

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

Travel Disruption Policy

Routes: All routes

Original Date of Issue: On/Before 3 October 2021

Original Date of Travel: On/Before 31 May 2022

Reschedule

• Reschedule request must be submitted before 31 May 2022
• No fare difference for new flight within the same subclass or lowest available within the same cabin and zone
• No change fees apply
• Multiple changes permitted
• This special set policy also applied to all Etihad flight that got cancelled / rescheduled by airline because of Government imposed capacity reductions

Reroute

Involuntary Reroute

• Reroute request must be submitted before 31 May 2022
• Rerouting permitted within Etihad network within the same travel zone without any fare difference
• Special Policy also applied to all Etihad flight that got cancelled / rescheduled by airline because of Government imposed capacity reductions

Voluntary Reroute

The fare difference must be collected for all scenarios

Refund in form of Etihad Credit Shell

• Cancel the flight and use the value towards your next trip.
• Credit Shell must be redeemed / New Flight must be booked by 31 May 2022
• Passenger have complete flexibility to change the routing, fare type and cabin — no restrictions apply
• No change fee
• If Etihad Credit is unused after 12 months of the first cancelled flight, passenger will be entitled to a cash refund of the original ticket value — no bonus credit will be issued in the case of a cash refund

Cash Refund

• Passenger are entitled to a full refund.
• Refunds are permitted for all future bookings with an original travel date on or after 1 October 2020, where any of the flights on the booking have been cancelled.
• If a Guest tests positive following their COVID-19 PCR test or where travel is restricted by government regulations and the guest is unable to travel, they are entitled to a full refund.
• If a guests COVID-19 PCR test result is positive and they are unable to fly, to receive a refund the guest must present their positive COVID-19 PCR test result in line with country regulations i.e test conducted 48-96 hours before their flight from an approved govemmentfacillty. If the guest is unable to travel due to a government travel restriction, the refund for this can be requested (with regular refund policy) a maximum of 14 days before departure. This policy is subject to change Choose Well.

*All tickets for flights scheduled after 31 May 2022 are subject to normal booking conditions (Fare difference applies for all other rebooking scenarios)

*Flexible Travel For The Future : For All flights that issued after 3 October 2021 with travel date after 31 May 2022, unlimited date changes are permitted on all new flights for travel system range. If the guest is unable to travel, they will receive Etihad Credit. Fare difference applies.

Due to the current situation on the COVID19 Virus Finnair is offering its guests the following options :

Reschedule: 

• Free one time changes, change fee is waived but subject to fare differential.   
• Date of Issued: before 30 April 2020 
• A new date for Travel: until 30 November 2020
• Eligible for Finnair operated and marketed flight on Finnair ticket 

Refund: 

• Date of Issued: before 30 April 2020 
• Full refund in cases where flights are cancelled due to the corona situations. 
• Bookings that are cancelled by passengers on a voluntary basis since they wish not to travel, their refund will be handled based on normal rules of their tickets. 

Travel disruption policy

Routes: From Singapore <-> Nadi

Original Date of Issue:03/06/2020 until 15/07/2020

Original Date of Travel: from 01/08/2020 onward

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 24 hours before your original date of travel
• This should be done before 30/04/2021.

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 24 hours before your original date of travel
• This should be done before 30/04/2021.

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 24 hours before your original date of travel
• This should be done before 30/04/2021.
• 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.

Refund by EMD Voucher

• Another option that we can provide to you is EMD Voucher. By doing this you are cancelling your original itinerary and get EMD Voucher based on your original ticket amount.
• This options 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 longer validity period.
• When you already have new travel plan or date of travel, the amount from your original ticket will be transfered to the new ticket and you need to cover the remaining amount
• If you still have remaining amount even after selecting new date of travel, the remaining amount cannot be refunded (cannot be cashed).
• 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 Fiji Airways website and enter the voucher code.
• This should be done 24 hours before your original date of travel
• This new voucher should be redeemed before 31/12/2021

Refund

• Eligible only for business class
• Normal refund rules apply (No waiver for refund fee)
• This should be done 24 hours before your original date of travel
• Refund fee will be waived for certified death of passenger from immediate family such as Spouse/Child/Parents
• This can be done by submitting refund via Traveloka Apps

Travel disruption policy

Routes: All routes

Original Date of Issue: on/before 10/05/2020

Original Date of Travel: 18/03/2020 until 09/06/2020

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 24 hours before your original date of travel

Refund by Credit Account

• Another option that we can provide to you is Credit Account. By doing this you are cancelling your original itinerary and get Credit Account based on your original ticket amount.
• This options 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 longer validity period.
• When you already have new travel plan or date of travel, the amount from your original ticket will be transfered to the new ticket and you need to cover the remaining amount
• If you still have remaining amount even after selecting new date of travel, the remaining amount cannot be refunded (cannot be cashed).
• 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 Firefly website and enter the voucher code.
• This should be done before original date of travel
• This new voucher should be redemeed within 90 days from voucher issuance date

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

A. Route : From/To Denpasar (Bali)

Date of Issuance : Before/On 24 August 2021

Date of Travel : 24-30 August 2021

B. Route : Other domestic route (Indonesia)

Date of Issuance : Before/On 18 August 2021

Date of Travel : 17-23 August 2021

Reschedule

• Change fee and different fare will be waived as long as the new date of travel outside black out date period (23 December 2021 to 3 January 2022)
• Waiver for reschedule/change fee permitted for one time only 
• Reschedule can be done via Manage Booking on Traveloka App

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

Travel Disruption - Regular Policy

Original Date of Travel: from 01/07/2020 onward

Reschedule

• Normal reschedule rules will apply
• Reschedule can be done via manage booking on Traveloka Apps
• This should be done 24 hours before your original date of travel

Refund

• Eligible for Full Refund EMD (Travel Voucher)
• Refund can be done via Manage Booking on Traveloka App
• This should be done 24 hours before your original date of travel

Due to corona virus pneumonia epidemic, the relevant special handling regulations for air tickets are added as follows:

• Ticket purchase at the latest on 23 January 2020 23.59 China time (GMT +8).
• Travel dates after 1 January 2020 (including).
• Ticket issued with ticket number that starts with 880.

If the ticket meets the above scopes, it can be refunded free of charge.

Routes: All routes

Original Date of Travel: before 31/05/2020

Original Date of Travel: 31/01/2020 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 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 31/05/2020.

Reroute

• Reroute / change fee will be waived
• 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

Refund

• Normal refund rules apply (No waiver for refund fee)
• This can be done by submitting refund via Traveloka Apps

Travel disruption policy

Routes: All routes

Original Date of Travel: until 31/08/2020

Reschedule

• Waiver for reschedule/change fee permitted for one time only
• Any fare differential between original and new ticket must be paid by customer
• This should be done 24 hours before your original date of travel
• New Date of Travel: until 31/03/2021
• This can be done by submitting reschedule via Traveloka Apps

Reroute

• Waiver for reroute/change fee permitted for one time only
• Any fare differential between original and new ticket must be paid by customer
• 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

Refund by Credit Voucher

• Another option that we can provide to you is Credit Voucher. By doing this you are cancelling your original itinerary and get Credit Voucher based on your original ticket amount.
• This options 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 longer validity period.
• When you already have new travel plan or date of travel, the amount from your original ticket will be transfered to the new ticket and you need to cover the remaining amount
• If you still have remaining amount even after selecting new date of travel, the remaining amount cannot be refunded (cannot be cashed).
• 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 Hong Kong Express website and enter the voucher code.
• This new voucher should be redemeed within 12 months from voucher issuance date
• This should be done 24 hours before your original date of travel

Important Notice

Due to the ongoing COVID-19 outbreak, JAL will temporarily suspend several flights and adjust flight frequency. Click here for more details

Travel disruption policy

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

Routes: From/To Japan

Original Date of Issue: on/before 11/06/2020

Original Date of Travel:28/02/2020 until 30/09/2020

Reschedule

• Waiver for reschedule/change fee permitted for one time only
• Any fare differential between original and new ticket must be paid by customer
• This should be done 24 hours before your original date of travel
• This can be done by submitting reschedule via Traveloka Apps
• New date of travel : until 31/03/2021 (except 15/12/2020 – 15/01/2021)
• For flight code JL-725, JL-726, JL-729, and JL-720 with original date of travel start form 01/07/2020 until 01/10/2020, the new date of travel is 12 months from date of issued original ticket

Reroute

• Normal reroute rules apply (No waiver for reroute fee).
• Any fare differential between original and new ticket must be paid by customer
• 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

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 submitting refund via Traveloka Apps
• For flight code JL-725, JL-726, JL-729, and JL-720 with original date of travel start form 01/07/2020 until 01/10/2020, the refund fee will be waived

Travel disruption policy

Routes:

• Domestic and International Flights
• From/To Australia & New Zealand

Original Date of Travel: 15/03/2020 until 31/07/2020

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
• New date of travel: Within validity ticket (12 months from original date of issue)

Refund by Credit Voucher

• Another option that we can provide to you is Credit Voucher. By doing this you are cancelling your original itinerary and get Credit Voucher based on your original ticket amount.
• This options 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 longer validity period.
• When you already have new travel plan or date of travel, the amount from your original ticket will be transfered to the new ticket and you need to cover the remaining amount
• If you still have remaining amount even after selecting new date of travel, the remaining amount cannot be refunded (cannot be cashed).
• 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 Jetstar website and enter the voucher code.
• This should be done before 30/04/2020
• This new voucher should be redemeed within 12 months from voucher issuance date

Travel disruption policy

Routes: All routes

Original Date of Travel:15/03/2020 until 30/06/2020

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 24 hours before your original date of travel
• New date of travel: Within validity ticket (12 months from original date of issue)

Refund by Credit Voucher

• Another option that we can provide to you is Credit Voucher. By doing this you are cancelling your original itinerary and get Credit Voucher based on your original ticket amount.
• This options 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 longer validity period.
• When you already have new travel plan or date of travel, the amount from your original ticket will be transfered to the new ticket and you need to cover the remaining amount
• If you still have remaining amount even after selecting new date of travel, the remaining amount cannot be refunded (cannot be cashed).
• 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 Jetstar Asia website and enter the voucher code.
• This should be done 24 hours before your original date of travel
• This new voucher should be redemeed within 6 months from voucher issuance date
• New date of travel: Within validity ticket (12 months from original date of issue)

Travel disruption policy

Routes: International Flights (Japan)

Original Date of Travel:

• NRT-SHA: 05/02/2020 - 01/06/2020
• NRT-HKG: 23/02/2020 - 01/06/2020
• Kansai-HKG: 20/02/2020 - 27/03/2020
• NRT-TPE: 02/03/2020 - 01/06/2020
• NRT-MNL: 19/03/2020 - 01/06/2020
• Kansai-MNL: 07/03/2020 & 31/05/2020
• Kansai-Chubu: 20/03/2020, 23/03/2020, 29/03/2020 & 30/05/2020

Routes: International Flights (Japan)

Original Date of Travel: 08/03/2020 until 20/05/2020

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
• New date of travel: Within validity ticket (12 months from original date of issue)

Refund by Credit Voucher

• Another option that we can provide to you is Credit Voucher. By doing this you are cancelling your original itinerary and get Credit Voucher based on your original ticket amount.
• This options 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 longer validity period.
• When you already have new travel plan or date of travel, the amount from your original ticket will be transfered to the new ticket and you need to cover the remaining amount
• If you still have remaining amount even after selecting new date of travel, the remaining amount cannot be refunded (cannot be cashed).
• 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
• This new voucher should be redemeed within 6 months from voucher issuance date
• New date of travel: Within validity ticket (12 months from original date of issue)

Travel disruption policy

• If your flight is not covered by this policy, please follow the normal ticket condition stated on Traveloka e-ticket.

• If you have demand for reschedule, please refer to Easy Reschedule feature here https://www.traveloka.com/en-vn/reschedule/flight/

Routes: From/To Da Nang

Original Date of Issue: before 26/07/2020

Original Date of Travel:25/07/2020 until 28/07/2020

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 should be done 24 hours before your original date of travel
• This can be done by submitting reschedule via Traveloka Apps

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 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

Refund

• Refund fee will be waived
• This can be done by submitting refund via Traveloka Apps
• This should be done 24 hours before your original date of travel

Travel disruption policy B

Routes: Domestic Flights except Da Nang

Original Date of Issue: until 04/08/2020

Original Date of Travel:04/08/2020 until 11/08/2020

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 should be done 24 hours before your original date of travel
• This should be done before 11/08/2020.
• New Date of Travel: 04/08/2020 until 24/10/2020
• This can be done by submitting reschedule via Traveloka Apps

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 submitting refund via Traveloka Apps

Travel disruption policy

Routes: All routes

Original Date of Travel:02/02/2020 until 31/08/2020

Original Date of Issue: on/before 01/04/2020

New Date of Travel: until 28/02/2021

Reschedule

• Reschedule/change fee will be waived
• Waiver for reschedule/change fee permitted for one time only
• Different fares will be waived (1x). Your new date of travel should be until 31/07/2020
• This can be done by submitting reschedule via Traveloka Apps
• No show fee is not applicable for waiver
• This should be done before your original date of travel

Reroute

• Reroute fee and different fare will be waived within same region.
• 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
• No show fee is not applicable for waiver
• This should be done before your original date of travel

Refund

• Refund fee will be waived
• This can be done by submitting refund via Traveloka Apps
• Eligible for refundable and non-refundable
• No show fee is not applicable for waiver
• This should be done before your original date of travel

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

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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

Travel disruption policy

Routes: All routes

Original Date of Issue: until 19/04/2020

New Date of Travel: until 30/04/2021

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
• This should be done before 31/08/2021.
• New Travel Date valid until 30/04/2021, if you booked on/before 31 December 2020 you will receive a discount of EUR 50/USD 50/CHF 50

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

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.
• Your new date of travel should be within the ticket validity period.
• New Travel Date on/before 31 December 2020 will receive a discount of EUR 50/USD 50/CHF 50

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

Policy for passenger that tested positive COVID-19 :

A. For passenger that tested positive of COVID-19 before 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, 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 reschedue, reschedule fee and 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 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, 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

Starting from 01/07/2020, all refund & reschedule submission follow the normal rules

Routes: All routes

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 (No waiver for refund fee)
• Click here to get more information
• Refund can be done via Manage Booking on Traveloka App

Travel Disruption Policy A

Updated : 31 May 2021

Route : All Route

Date of Travel : 1 January - 30 October 2021

Reschedule

• Reschedule Fee will be waived
• No changes to the original destination
• A fare difference may apply for subsequent changes if your new travel date's fare is higher than the original ticket fare purchased. Fares will be reassessed at the time of your rebooking.
• Rebook by 30 June 2022 for travel to be completed by 31 December 2022.

Refund IN 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 B

Updated : 14 January 2021

Route : Domestic Malaysia (does not apply to International journeys that may include a domestic Malaysia sector)

Date Of Issuance : 13 - 26 January 2021

RESCHEDULE/CHANGE DATE

• One time free changes fee will be permitted
• Different fare and taxes will be collected if any
• No waiver noshow fee
• New/deferred travel must be on and before 31 December 21

REFUND IN EMD VOUCHER

• Refund will be convert into Credit Shell (EMD Voucher)
• Cancellation and service fees are waived for partially used and totally unused tickets
• New travel date must be completed by 30 Dec 2021

Travel disruption policy

A. COVID-19 WAIVER - Domestic Malaysia 

Ticket Issued on : 16 March 2021

Travel dates up to : 31 March 2021

Reschedule : 

• One time (1x)  Free of Charge change permitted within 12 months with any applicable Fare Difference 
• Reschedule could be done via Traveloka App

Refund : 

• Redemption of travel vouchers must be completed within 12 months of the date of issuance.
• Period of travel permitted is up to 11 months ahead of the date of redemption. 
• Refund could be done via Traveloka App 

B. COVID-19 WAIVER - Australia

Ticket Issued on : 17 March 2020

Travel dates up to : 30 June 2021

• Travelling to & From Australia
• Redemption of travel vouchers must be completed within 12 months of the date of issuance.
• Period of travel permitted is up to 11 months ahead of the date of redemption.
• Refund could be done via Traveloka App 

C. Voluntary Cancellations and Changes of Flight by Airline

• Eligible only for refundable ticket
• Refund in travel vouchers (based on original ticket Terms & Conditions for voluntary cancellation) 
• Redemption of travel vouchers must be completed within 12 months of the date of issuance. 
• Period of travel permitted is up to 11 months ahead of the date of redemption.

New date of travel : before 31 July 2020

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 one time only
• This can be done by submitting reschedule via Traveloka Apps
• This should be done before original date of travel

Refund Policy for Non-refundable flight ticket

Refund by Travel Voucher

• Another option that we can provide to you is Travel Voucher
• By doing this you are cancelling your original itinerary and get a voucher based on your original ticket amount.
• 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 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 can be done by submitting a 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 Myanmar Airways International website and enter the voucher code.
• This should be done before your original date of travel
• This new voucher should be redeemed before 31 March 2021

Refund Policy for Refundable flight ticket

• Normal refund rules apply (no special policies for COVID-19)
• This can be done by submitting refund via Traveloka Apps

Important Notice : Myanmar National Airlines international flights will be suspended temporarily, starting from 30/03/2020 until 13/04/2020

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 one time only
• This can be done by submitting reschedule via Traveloka Apps
• This should be done before your original date of travel

Refund

• Refund fee will be waived
• This can be done by submitting refund via Traveloka Apps

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

Travel disruption policy

Routes: All routes

Original Date of Travel:25/03/2020 until 31/07/2020

Reschedule

• Reschedule/change fee will be waived
• Waiver for reschedule/change fee permitted for multiple changes
• Any fare differential between original and new ticket must be paid by customer
• This should be done 24 hours before your original date of travel
• This should be done before 31/07/2020.
• New Date of Travel: until 24/10/2020
• This can be done by submitting reschedule via Traveloka Apps or via Nok Scoot 'Manage Booking' -> here

Refund by Travel Voucher

• Another option that we can provide to you is Travel Voucher. By doing this you are cancelling your original itinerary and get Travel Voucher based on your original ticket amount.
• This options 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 longer validity period.
• When you already have new travel plan or date of travel, the amount from your original ticket will be transfered to the new ticket and you need to cover the remaining amount
• If you still have remaining amount even after selecting new date of travel, the remaining amount cannot be refunded (cannot be cashed).
• This can be done by submitting request directly to Nok Scoot at here or 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 NokScoot website and enter the voucher code.
• This should be done before original date of travel
• This new voucher should be redemeed within 12 months from voucher issuance date
• This should be done 24 hours before your original date of travel

Travel disruption policy

Routes: All routes

Original Date of Issue: until 21/05/2020

Original Date of Travel: from 01/02/2020 onward

Reschedule

• Reschedule/change fee will be waived
• Changes to new ticket are eligible within the same class/carrier/city with the original ticket. Change fee and different fare will be waived
• No show fee is not applicable for waiver
• Changes to new ticket are eligible within the same class/carrier/city with the original ticket. Change fee and different fare will be waived
• This can be done by submitting reschedule via Traveloka Apps
• This should be done before your original date of travel
• New date of travel: Within validity ticket (24 months from original date of issue)

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
• No show fee is not applicable for waiver
• 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
• New date of travel: Within validity ticket (24 months from original date of issue)

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.
• No show fee is not applicable for waiver
• New date of travel: Within validity ticket (24 months from original date of issue)

Refund

• Refund fee will be waived
• No show fee is not applicable for waiver
• This should be done before your original date of travel
• This can be done by submitting refund via Traveloka Apps

Travel Disruption Policy for Involuntary Changes :

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)

Routes: All routes

Date of Travel : 1 July - 31 October 2021. 

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.

Travel Disruption Policy for Voluntary Changes :

Both flight that has / has no cancellation flights from airlines but not affected due to COVID 19 and travel bans :

Reschedule

• Normal reschedule rules will apply.
• Any fare differential between original and new ticket must be paid by customer
• This can be done by submitting reschedule via Traveloka Apps

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 submitting refund via Traveloka Apps

Travel disruption policy

Routes: All routes

Original Date of Issue: until 31/05/2020

Original Date of Travel: until 31/08/2020

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
• No show fee is not applicable for waiver
• New date of travel: Within validity ticket (24 months from original date of issue)
• This can be done by submitting reschedule via Traveloka Apps
• This should be done before your original date of travel

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
• No show fee is not applicable for waiver
• New date of travel: Within validity ticket (24 months from original date of issue)
• 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

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).
• New date of travel: Within validity ticket (24 months from original date of issue)
• This can be done by contacting our customer service via My Inbox in our Traveloka Apps and requesting for an Open Ticket.

Refund by EMD Voucher

• Another option that we can provide to you is EMD Voucher. By doing this you are cancelling your original itinerary and get EMD Voucher based on your original ticket amount.
• This options 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 longer validity period.
• When you already have new travel plan or date of travel, the amount from your original ticket will be transfered to the new ticket and you need to cover the remaining amount
• If you 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 24 months from voucher issuance date
• 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 Royal Brunei AIrlines website and enter the voucher code.
• This should be done before original date of travel

Refund

• Refund fee with a total amount of 50.00 BND per pax
• No show fee is not applicable for waiver
• This should be done before your original date of travel
• This can be done by submitting refund via Traveloka Apps

Travel disruption policy (A)

Routes: All routes

Original Date of Issue: before 16/03/2020

Original Date of Travel: until 15/06/2020

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

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

Refund by EMD Voucher

• Another option that we can provide to you is EMD Voucher. By doing this you are cancelling your original itinerary and get EMD Voucher based on your original ticket amount.
• This options 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 longer validity period.
• When you already have new travel plan or date of travel, the amount from your original ticket will be transfered to the new ticket and you need to cover the remaining amount
• EMD Voucher only valid for flight with original date of travel until 20 May 2020
• If you 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 12 months from voucher issuance date
• 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 Royal Jordan website and enter the voucher code.
• This should be done before original date of travel

Refund

• Normal refund rules apply (No waiver for refund fee)
• This should be done before your original date of travel
• This can be done by submitting refund via Traveloka Apps

Travel disruption policy (B)

Routes: All routes

Original Date of Issue:16/03/2020 until 15/06/2020

Original Date of Travel: from 16/03/2020 onward

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

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

Refund by EMD Voucher

• Another option that we can provide to you is EMD Voucher. By doing this you are cancelling your original itinerary and get EMD Voucher based on your original ticket amount.
• This options 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 longer validity period.
• When you already have new travel plan or date of travel, the amount from your original ticket will be transfered to the new ticket and you need to cover the remaining amount
• EMD Voucher only valid for flight with original date of travel until 15 June 2020
• If you 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 12 months from voucher issuance date
• 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 Royal Jordan website and enter the voucher code.
• This should be done before original date of travel

Refund

• Refund fee will be waived
• Eligible only for refundable ticket
• No show fee is not applicable for waiver
• This should be done before your original date of travel

This can be done by submitting refund via Traveloka Apps

Travel disruption policy

Routes: All routes

Original Date of Issue: until 31/03/2020

Original Date of Travel: until 15/04/2020

New date of travel: Within validity ticket (12 months from original date of issue)

Reschedule

• Reschedule/change fee will be waived
• Waiver for reschedule/change fee permitted for one time only
• Different fares will be waived (1x)
• No show fee will be waived
• This can be done by submitting reschedule via Traveloka Apps
• New date of travel: Within validity ticket (12 months from original date of issue)

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
• No show fee will be waived

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 Saudi Arabian Airlines it is 1 year from Open Ticket approval date

Refund

• Refund fee will be waived
• This can be done by submitting refund via Traveloka Apps
• No show fee will be waived

Travel disruption policy

Routes: All routes

Original Date of Issue: before 15/03/2020

Original Date of Travel:24/01/2020 until 30/11/2020

Refund

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

Reschedule

• Reschedule/change fee will be waived
• New date of travel: Within validity ticket (12 months from date of issued original ticket)
• Any fare differential between original and new ticket must be paid by customer
• No show fee is not applicable for waiver

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
• New date of travel: Within validity ticket (12 months from date of issued original ticket)

Travel disruption policy

This policy applies for flights cancelled by airline

Routes: All routes

Original Date of Issue: until 15/03/2020

Original Date of Travel:23/01/2020 until 31/12/2020

Refund

• 100% refund via the original method of payment
• No show fee is not applicable for waiver

Refund by Travel Voucher

• Travel Voucher will be issued by Scoot with the total amount 120%
• This new voucher should be redemeed within 24 months from voucher issuance date
• Multiple vouchers can be used for each booking
• If you have received a Travel Voucher with total amount 100%, you can submit again a request to get additional Travel Voucher with amount 20%
• If your original mode of payment includes voucher payment, please note that the 120% voucher option will not be applicable for the booking amount paid using voucher.

Important notice: South Africa Airlines will be temporarily suspending :

a. International Flights until 30 June 2020

b. Domestic Flights until 30 June 2020

Travel Disruption Policy

Routes: All Flights

Original date of issue: Before 25 March 2020

Original date of travel: Until 31 August 2020

New date of travel: before 25 March 2022

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 one time only
• This can be done by submitting reschedule via Traveloka Apps
• This should be done before your original date of travel

Reroute

• Reroute / change fee will be waived
• Any fare differential between original and new ticket must be paid by customer
• Waiver for reroute/change fee permitted for one time only
• This can be done by contacting our customer service via My Inbox our Traveloka Apps
• This should be done before your original date of travel

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.
• 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.
• Your new date of travel valid before 25 March 2022.
• This should be done 12 months after you are cancelling your original itinerary and giving it OPEN status.

Refund

• Normal refund rules apply (no special policies for COVID-19)
• This can be done by submitting refund via Traveloka Apps

Travel disruption policy

Routes: From Jakarta <-> Colombo

Original Date of Travel: 21/04/2020 until 30/04/2020

New Date of Travel: until 31/05/2020

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
• No show fee is not applicable for waiver
• This can be done by submitting reschedule via Traveloka Apps
• This should be done before your original date of travel

Reroute

Normal reroute rules apply (No waiver for reroute fee).

Refund by Travel Voucher

• Another option that we can provide to you is Travel Voucher. By doing this you are cancelling your original itinerary and get Travel Voucher based on your original ticket amount.
• This options 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 longer validity period.
• When you already have new travel plan or date of travel, the amount from your original ticket will be transfered to the new ticket and you need to cover the remaining amount
• If you still have remaining amount even after selecting 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
• When you already have your new date of travel, you can book your ticket via Srilankan Air website and enter the voucher code.
• This should be done before original date of travel
• This new voucher should be redemeed within 12 months from voucher issuance date

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

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

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

1. Log in to the Traveloka account that you used to book your flight. 
2. 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.
3. 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:

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

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

1. Log in to the Traveloka account that you used to book your flight. 
2. 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.
3. 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:

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

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

1. Log in to the Traveloka account that you used to book your flight. 
2. 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.
3. 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:

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

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 (restrictions apply for travel to Australia – please refer to next bullet) will be waived
• For travel to Australia within 3 days prior to original travel date from point of origin, fare basis conditions including no-show conditions are applicable for rebooking, rerouting or refunding

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 (restrictions apply for travel to Australia – please refer to next bullet) will be waived
• For travel to Australia within 3 days prior to original travel date from point of origin, fare basis conditions including no-show conditions are applicable for rebooking, rerouting or refunding

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

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

If your flight is not impacted by the COVID-19 outbreak or any of condition mentioned on policies below , please refer to ticket refund /reschedule condition showed on the e-ticket.

Travel Disruption Policy

Routes: Domestic Flights (Thailand)

Original Date of Travel: on/before 28/02/2021

Reschedule

• Waiver for reschedule/change fee permitted for one time only
• Any fare differential between original and new ticket must be paid by customer
• New Date of Travel: until 31/12/2021
• No Show apply if the original flight was not cancelled 4 hours prior departure time

Reroute

• Waiver for reroute/change fee permitted for one time only
• Any fare differential between original and new ticket must be paid by customer
• Different taxes and surcharges will be collected
• No show fee is not applicable for waiver

Refund by EMD Voucher

• Another option that we can provide to you is EMD Voucher. By doing this you are cancelling your original itinerary and get EMD Voucher based on your original ticket amount.
• This new voucher should be redemeed before 31/12/2021
• This should be done 4 hours before your original date of travel

Travel disruption policy

This policy applies for flights cancelled by airline

Original Date of Issue: until 09/07/2020

Refund by Travel Voucher

• This new voucher should be redemeed within 12 months from your ticket original date of issuance date
• Rebook 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
• If you do not rebook your flights within the Travel Voucher expiry date, THAI will send you the second THAI Travel voucher of which the final validity date is until December 2022

Open Ticket

• New Date of Travel: until 31/12/2021
• 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

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

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: until 31/10/2020

Original Date of Travel: until 30/04/2021

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 should be done 24 hours before your original date of travel
• It is not permitted to extend the validity of ticket, minimum/maximum stay remain as per original ticket.
• New Date of Travel: until 31/12/2021
• This can be done by submitting reschedule via Traveloka Apps

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
• New Date of Travel: until 31/12/2021
• 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

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 submitting refund via Traveloka Apps

Travel Disruption Policy

Updated : 14/01/2021

Routes: Thailand Domestic Flights

Original Date of Travel: 19/12/2020 until 15/02/2021

• Reschedule with 3 times waive for reservation change OR Keep credit shell for a new reservation with 3 times waive for reservation change
• New travelling date is within 31 May 2021 ; the fare different also be waived (Except travel period 26-28 Feb 2021 and 10-16 Apr 2021)
• New travelling date is between 26-28 Feb 2021 and 10-16 Apr 2021 , the fare different will be applied
• The new reservation must be done at least 4 hours prior departure time
• Credit shell must be requested within 15 Feb 2021 Only. Any request after 15 Feb 2021 is not eligible to process any credit shell.
• Passenger can make a new reservation request through Thai Lion Air Call Center (or) Ticketing office at airport
• Passenger can request credit shell through www.lionairthai.com
• The new reservation does not allow to reroute
• Refund does not allowed except flight cancellation only
• Passengers who wish to request credit shell or reschedule, please directly contact the airline

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.

1. Ticket must be booked before 1 January 2021
2. One time change flight by waive changing fee (Fare difference applies if any) travel by 31 March 2021
3. 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.
4. Passenger who wish to request refund, please contact Traveloka through Traveloka application on my inbox messenger or email via cs@traveloka.com

Travel disruption policy

Routes: From Daegu <-> Bangkok

Original date of travel: 11/02/2020 until 01/06/2020

Routes: From Incheon <-> Bangkok

Original date of travel: 29/02/2020 until 01/07/2020

Routes: From Incheon <-> Chiang Mai

Original date of travel: 12/02/2020 until 01/07/2020

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
• No show fee is not applicable for waiver
• This should be done before your original date of travel

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
• No show fee is not applicable for waiver
• This should be done before your original date of travel

Refund

• Refund fee will be waived
• No show fee is not applicable for waiver
• This should be done before your original date of travel
• This can be done by submitting refund via Traveloka Apps

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

Travel disruption policy

• If your flight is not covered by this policy, please follow the normal ticket condition stated on Traveloka e-ticket.

• If you have demand for reschedule, please refer to Easy Reschedule feature here https://www.traveloka.com/en-vn/reschedule/flight/

Routes: From/To Da Nang

Original Date of Travel:26/07/2020 until 31/08/2020

Routes: Domestic Flights except Da Nang

Original Date of Travel:28/07/2020 until 31/08/2020

Refund

• Normal refund rules apply (No waiver for refund fee)
• No show fee is not applicable for waiver

Refund by EMD Voucher (Subclass J/C/D/I/W/Z/U/Y/B/M/S/H/K/L/Q/N/R)

• Refund fee will be waived
• This should be done before your original date of travel
• This new voucher should be redemeed within 12 months from voucher issuance date
• Voucher EMD can be used multiple times
• Can be converted to cash after 2 months from the issuance date of the voucher via Airline directly
• No show fee is not applicable for waiver

Refund by EMD Voucher (Subclass T/E/G/A/P)

• Refund fee will be waived
• This should be done before your original date of travel
• This new voucher should be redemeed within 12 months from voucher issuance date
• Voucher EMD can be used multiple times
• No show fee is not applicable for waiver

Reschedule (Subclass J/C/D/I/W/Z/U/Y/B/M/S/H/K/L/Q/N/R/T/E)

• Waiver for reschedule/change fee permitted for two times only
• Any fare differential between original and new ticket must be paid by customer
• No show fee is not applicable for waiver
• New Date of Travel: until 31/12/2021

Reschedule (Subclass G/A/P)

• Normal reschedule rules will apply
• Any fare differential between original and new ticket must be paid by customer
• No show fee is not applicable for waiver
• New Date of Travel: until 31/12/2021

Reroute (Subclass J/C/D/I/W/Z/U/Y/B/M/S/H/K/L/Q/N/R/T/E)

• Waiver for reroute/change fee permitted for two times only
• Any fare differential between original and new ticket must be paid by customer
• No show fee is not applicable for waiver
• New Date of Travel: until 31/12/2021

Reroute (Subclass G/A/P)

• Normal reroute rules apply (No waiver for reroute fee).
• Any fare differential between original and new ticket must be paid by customer
• No show fee is not applicable for waiver
• New Date of Travel: until 31/12/2021

Travel disruption policy A

• If your flight is not covered by this policy, please follow the normal ticket condition stated on Traveloka e-ticket.

• If you have demand for reschedule, please refer to Easy Reschedule feature here https://www.traveloka.com/en-vn/reschedule/flight/

Routes: From/To Da Nang

Original Date of Issue: before 26/07/2020

Original Date of Travel:26/07/2020 until 31/08/2020

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 should be done 24 hours before your original date of travel
• This can be done by submitting reschedule via Traveloka Apps

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 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

Refund by Credit Voucher

• Another option that we can provide to you is Travel Voucher (Credit Shell). By doing this you are cancelling your original itinerary and get Travel Voucher (Credit Shell) based on your original ticket amount.
• This options 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 longer validity period.
• When you already have new travel plan or date of travel, the amount from your original ticket will be transfered to the new ticket and you need to cover the remaining amount
• If you still have remaining amount even after selecting new date of travel, the remaining amount cannot be refunded (cannot be cashed).
• When you already have your new date of travel, you can book your ticket via Vietjet website and enter the voucher code.
• This should be done 24 hours before your original date of travel
• This new voucher should be redemeed within 360 days from your ticket original date of travel
• This can be done by contacting our customer service via My Inbox in our Traveloka Apps

Refund

• Refund fee will be waived
• This can be done by submitting refund via Traveloka Apps
• This should be done 24 hours before your original date of travel

Travel disruption policy B

Routes: Domestic Flights except Da Nang

Original Date of Travel: from 01/08/2020 onward

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 should be done 24 hours before your original date of travel
• This should be done before 07/08/2020.
• New Date of Travel: until 30/10/2021
• This can be done by submitting reschedule via Traveloka Apps

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 should be done 24 hours before your original date of travel
• New Date of Travel: until 30/10/2021
• This can be done by contacting our customer service via My Inbox in our Traveloka Apps

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 submitting refund via Traveloka Apps

Travel disruption policy

Routes: Domestic Australia and International Short Haul (Except: Japan and USA)

Original Date of Issue: on/before 20/04/2020

Original Date of Travel:10/03/2020 until 30/09/2020

Reschedule

• Waiver for reschedule/change fee permitted for multiple changes
• For involuntary ticket, any fare differential between original and new ticket will be waived
• For voluntary ticket, any fare differential between original and new ticket must be paid by customer
• This can be done until 6 months after your original date of travel
• This should be done before 30/09/2020, outside of this date, fares rules apply
• This can be done by submitting reschedule via Traveloka Apps
• New Date Travel valid 331 days start from 22 May 2020

Reroute

• Waiver for reroute/change fee permitted for multiple changes
• Any fare differential between original and new ticket must be paid by customer
• This should be done before 30/09/2020, outside of this date, fares rules apply
• This can be done by contacting our customer service via My Inbox in our Traveloka Apps
• New Date Travel valid 331 days start from 22 May 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 should be done 24 hours before your original date of travel
• You must request the new date of your travel 12 months from your ticket original date of issuance
• This can be done by contacting our customer service via My Inbox in our Traveloka Apps and requesting for an Open Ticket.

Due to corona virus pneumonia epidemic, the relevant special handling regulations for air tickets are added as follows:

• Ticket purchase before January 28, 2020 (excluding).
• Travel dates after January 28, 2020 (including).
• Ticket issued with ticket number that starts with 731.

If the ticket meets the above scope can be refunded free of charge.

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

1. Log in to the Traveloka account that you used to book your flight. 
2. 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.
3. 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:

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

If your hotel booking is affected by the COVID-19 situation, please check your cancellation policy in your booking and follow the following rules for your reference :

If Cancellation Policy states it is Refundable

All bookings and all nationality 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

Nationality : Chinese Citizen

1. Hotel Country : Indonesia, Philippines, Vietnam, and Malaysia - You will be eligible for a refund, but you will need to contact our customer service via help center in apps.
2. Hotel Country : Singapore, Thailand, Australia, European, and other country - The cancellation policy will follow the original policy stated on your voucher. Should you get approval from the hotel, submit the refund request to us via message center in application and mention the hotel staff name and position so we can help to cancel the reservation.

Nationality : Non Chinese Citizen

The cancellation policy will follow the original policy stated on your voucher. Should you get approval from the hotel, submit the refund request to us via message center in application and mention the hotel staff name and position so we can help to cancel the reservation.

Based on the Rule above, please follow the guideline as stated below :

Reschedule - Open Traveloka App or website and log in to your Traveloka account. Go to My Booking to find your hotel voucher. Open your voucher and tap the Reschedule menu at the bottom. If your booking is reschedulable, you can immediately choose your new schedule.

Refund submit via Apps - Open your Traveloka App or website and log in to your Traveloka account and go to my booking to find your hotel voucher. Always refer to your booking policy to understand whether your booking is refundable by checking on the “Manage Booking” section to your particular booking ID.

Refund by contact CS via apps - Please contact our Customer Support Team via Help Center in our application to submit your amendment request.

Notes : Due to the high number of amendment requests, we will prioritize the requests with closer check in date. Therefore, if you have a reservation with check in date more than 2 weeks from today, kindly just submit your amendment request 3 days prior to check in date

Cancellation policy for JR Pass due to COVID-19 is subject to the following terms and conditions:

• Your booking is fully refundable as long as you have not redeemed the JR Pass and the refund request date is still within 90 days of the exchange period after your booking is complete. 
• You must attach your flight cancellation proof when you submit your refund request to us.
• Applicable for physical Exchange Order (MCO): To request a refund, mail the printed Traveloka voucher in your e-mail, as well as the 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

• Applicable for electronic Exchange Order (e-MCO): To request a refund, please contact our Customer Service (via call, chat, or email). Please make sure to state your booking ID.
• The refund approval process will take 6 – 10 weeks after we have received your Exchange Order.
• Your refund will be returned to the bank account used for booking within 4 weeks after approval.
• Any updates regarding your refund will be sent to the e-mail used during booking.

If your Airport Transfer booking is affected by the COVID-19 situation, please check the following policies for your reference.

Private Car

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.

KLIA Ekspres

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.

Railink

Refund is not available for Flexi Tickets cancellations, including those made due to COVID-19, as stated on your Traveloka voucher.

MTR

Refund is not available for any cancellations, including those made due to COVID-19, as stated on your Traveloka voucher.

Shuttle Bus

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.

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

• Change visit date - 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 prefered date, you can personally adjust your new schedule by following it. Otherwise it will be subject to its cancellation policy.
• Refund - Open your Traveloka App or website and log in to your Traveloka account and go to my booking to find your Xperience voucher. Always refer to your booking policy to understand whether your booking is refundable by checking on the “Cancellation Policy” section to your particular booking ID.

Attraction Status and Policy

Some attractions have closed their venues and applied an entry waiver policy. Please check your attraction status with their closure date and policy to find out if your specific voucher is eligible for the entry waiver policy. We may ask your flight cancellation proof for some attractions as its mandatory requirement. It is possible (with no guarantee) that the request may be subject to suppliers’ approval and attractions may update their entry waiver policies at a later date. Our team and our partner will thoroughly check the attraction status and your visit date based on attraction’s policy.

As our partner and supplier currently have a very high request due to Covid-19, therefore it may take some time to review and process your request up to 30-90 calendar days, however we will try our best to fasten the process.

Attraction in Indonesia

International tourist or Indonesia Citizen who has purchased an attraction in Indonesia and your attraction is closed as a preventative measure of Covid-19, you do not have to contact us if your visit date is within the closure date. 

Our team will reach out to you for a solution directly through email at least on your visit date. If you are entitled to be contacted by us however haven’t received our email D+3 after your visit date, please contact our Customer Support Team via Help Center in our application.

If your attraction and/or chosen visit date is not closed, please follow the original cancellation policy or contact us back 3 days before your chosen visit date via Help Center in our application.

International Tourist

If you travel abroad to attraction country from your home country and meet below criteria ;

• Your attraction is closed as a preventative measure of Covid-19 and your visit date is within the closure date
• Your flight is cancelled and waived due to Covid-19 government rules

You may contact our Customer Support Team via Help Center in our application along with flight cancellation proof. 

If your attraction and/or chosen visit date is not closed, please follow the original cancellation policy or contact us back 3 days before your chosen visit date via Help Center in our application.

Domestic Citizen

If you travel within your home country and meet below criteria ;

• Your chosen visit date is from 16 Mar 2020 until 31 Mar 2020
• Your attraction is closed as a preventative measure of Covid-19 and your visit date is within the closure date

You may contact our Customer Support Team via Help Center in our application.

If your attraction and/or chosen visit date is not closed, please follow the original cancellation policy or contact us back 3 days before your chosen visit date via Help Center in our application.