With the renewal of Covid19 pandemic, Traveloka is committed to working closely with airlines to assist customers with handling flight refund, cancellation or rescheduling according to airlines’ policy.
- Please check to “Impacted directly by COVID-19” if you are:
- Please check to "Not impacted directly by COVID-19" if you have other flight than above, but wish to reschedule / refund.
Note: Owing to receiving a great number of requests recently, Traveloka hopes to receive customer’s understanding that it will take more time than usual to solve your requests. As a result, Traveloka suggests that customers should contact us at least 48 hours before departure time to get prompt responses.
If your flight/booking has not been notified of change/cancellation from airlines or departure is not the impacted area of Covid19, however, you are in need of refund /reschedule, please follow the instruction:
1. FLIGHT RESCHEDULE
Please pay close attention to airline policy before making the reschedule. Your reschedule request can be done easily via Easy Reschedule feature for flight ticket.
Please check the details in How to Reschedule below.
2. FLIGHT REFUND
Please pay close attention to the refund policy of your airline (on e-ticket) before making the refund request. To get the up-to-date information, Traveloka suggests you follow news updates on airlines websites and their Facebook fanpage in case the policy might change without any notice.
Please check the details in How to request Refund below.
3. HOTEL BOOKING REFUND
Please pay close attention to the refund policy of your booking on e-ticket before making the refund request.
a. Non-refundable reservation: Traveloka encourages customers to directly contact the hotel for support. If the hotel agrees to refund, please provide Traveloka with the name of the refund authorizer, the hotel staff and contact phone number. After receiving full information, Traveloka will forward this information to our hotel department for assistance.
b. Refundable reservation: Please make a refund request through Request a refund online feature.
Please check the details in How to request Refund below.
The airline's refund/ reschedule policy is applies to:
To reschedule your flight, you can use the feature Easy Reschedule by following these steps:
Step 1: Log in, select My booking.
Step 2: Open your e-ticket that you want to change, select Reschedule.
Step 3: Continue to choose passenger/ flight needs to be rescheduled.
Step 4: Select new departure date/destination.
Step 5: Fill in additional information (if any) or baggage.
Step 6: Review your information in Booking summary, then Continue.
Find more details here: https://www.traveloka.com/en-vn/reschedule/flight
To make a refund request, you can follow these steps:
Step 1: Open My booking on Traveloka app.
Step 2: Tap Refund box under your booking.
Step 3: Select the reason
Please choose the reason for refund precisely according to the flight status. Choosing the wrong reason may take longer time for your request to be proceeded.
- Select “Force majeure / Covid-19 Restriction” if your flight is cancelled due to the Corona pandemic or your flight’s departure is from/to area being locked down by Covid
- Select "Canceled by airline" if airlines cancel flights in a normal period (due to bad weather, flight operations...)
- Select "Rescheduled by airline" if Airline reschedules your flight for any reasons including Covid.
- Select “Self cancellation” in case want to change booking while flight operates as normal. In this circumstance, normal refund/reschedule policy will be applied.
Find more details here: https://www.traveloka.com/en-vn/refund
Please send a message via My Inbox on Traveloka app as guideline below:
Step 1: Go to My Inbox on app Traveloka, then choose Messages
Step 2: Provide necessary information, including Traveloka booking ID and departure date.
Note: For urgent case that is close to departure date and needs prompt handling, please provide details to be prior:
Step 3:Send message to us and wait for our contact
When you successfully send the message to us, our Customer Service will contact you to support and advise that your ticket will be refunded, rescheduled, or converted to e-voucher depending on the airline's policy.
Note: This is our prior official channel to assist customers. After sending messages, customers do not need to contact us through other channels such as hotline, email or fanpage.
IMPORTANT NOTE:
- Due to a significant increase in the number of customers’ flight rescheduling, flight cancellation and refund requests of Traveloka as well as airlines currently, we hope you understand and wait for support.
- Policies and regulations of airlines are only applied at the present time and can be changed frequently depending on the actual situation. Please update the latest information of the airlines to understand the flight changes, refund rules, flight ticket cancellation,...
- We recommend passengers to strictly comply with the COVID-19 anti-Covid19 pandemic regulations at the airport. Remember to wash your hands with hand sanitizer and wear a mask during the flight procedure as well as on the flight.
- Medical declaration: Passengers on flights departing during this period should note the mandatory medical declaration on https://tokhaiyte.vn/ to save information and present it when doing flight procedure at the airport.
