(?) What if my departure destination for international destination is on 2E terminal building while the e-travel counter is at 2F terminal building ?

(+) Since e-travel counter at the internasional terminal 2E is not yet built, Denpasar (DPS) and international passengers must still verify their online payment at the regular ticketing counter and get the boarding pass at the check-in counter.

(?) What is Garuda Indonesia e-Travel Counter ?

(+) Garuda Indonesia e-Travel Counter is a pre-departure service offered to Garuda Indonesia passengers in ITR (Itinerary Receipt) printing and BDP (Boarding Pass) after doing On Line Payment and Telephone Check-In through Garuda Indonesia Call Center, in other words e-travel Counter functions to maintain sustainable OLP and TCI service.

(?) What is it for ?

(+)

• To facilitate and offer comfort as well as provide options to Garuda prospective passengers in making ITR and BDP collection.  
• To offer comfort where a passenger does not have to queue during check-in.

(?) Where can Garuda passenger get such service ?

(+) At the moment the service is only available at the Terminal building on II F Domestic Departure of  Soekarno-Hatta Airport, Cengkareng.

(?) Why is the service only applied to certain Garuda Indonesia destinations?

(+) Basically each Garuda Indonesia service is applicable to all Garuda Indonesia destinations, therefore these services will be gradually developed and for the moment it is focused on all Garuda Indonesia Domestic destination airports.

(?) Who can make use of the e-Travel Counter ?

(+)
Every Garuda Indonesian prospective individual passenger whose paying the ticket through OLP and check-in through TCI facilities at Garuda Indonesia Call Center, which are :
    a. CGK - to all Domestic destination.
    b. CGK- to SIN for Executive Class
However with passenger comfort in mind, passenger on CGK-DPS and CGK-SIN route (executive class) is advised to directly go to II E departure hall of Soekarno-Hatta airport terminal building.

(?) Why is it so ?

(+)
Since e-travel counter actual location is at II E departure hall of Soekarno-Hatta airport terminal building, while the check-in process route of Garuda Indonesia CGK-DPS and CGK-SIN is at II E departure hall of Soekarno-Hatta airport terminal building.

(?) How do we do that ?

(+)
Passenger who have bought Garuda Indonesia ticket via OLP can get the ITR at e-Travel Counter by showing :

• Payment Slip/ATM Slip (for payment via ATM) or
• Transaction Reference No/ Bank Approval Code (for payment via internet banking, mobile banking and call center bank) or
• PNR Code, Credit card and Approval Code (for payment via credit card)

To get Boarding Pass, passenger who have paid via OLP and using the service of telephone check-in at Garuda Indonesia Call Center appear at the e-Travel Counter by showing true identity and ITR.

(?) Why is e-Travel Counter service only dedicated to passenger who have paid through OLP and check-in via telephone at Garuda Indonesia Call Center ?

(+)
In accordance with Garuda Indonesia development concept, e-travel is translated as service media that serves on the basis of " e : electronic ", and at the moment there are 2 kind of service developed by Garuda which are :

1. Electronic service is e-ticketing at the whole Garuda Sales Channel.
2. On line service is OLP (On Line Payment) and On line Check-in is TCI (Telephone Check-In).

To enable such service be obtained, passengers are advised to report at the 24 hours Garuda Indonesia Call Center at 0804 1 807 807 or at 021-2351-99 99.

(?) What about passenger who have done e-ticketing transaction at Garuda Indonesia Ticket Sales Office, aren?t they using the e : electronic basis too ?

(+) It is true that e-ticketing is an e based service also, however the transaction characteristic does not done on line but by visiting Garuda Indonesia Sales Office and the Sales office offers similar facilities as e-travel counter by printing the ITR the Boarding Pass is available.

(?) Are there any other policies that implicate Garuda Indonesia passenger obliged to make use the e-Travel Counter service ?

(+)
Yes there are. Passenger who are in a group booking where in a group booking consisting of more than 9 passenger names are only able to print ITR but could not check-in by phone which automatically caused the passenger unable to obtain Boarding Pass at e-Travel Counter.

(?) Why is it so ?

(+) Group booking has its own procedure in doing check-in and the check-in process takes longer time than individual passenger.

(?) When can Garuda Indonesia passenger make use e-Travel Counter service ?

(+) E-travel Counter service is available daily from 05.00 PM/d 22.00 AM WIB.

(?) What about GFF member ? Can they make use e-Travel Counter service even though they use other method of payment than OLP and check-in by phone at Garuda Indonesia Call Center ?

(+)
Based on Garuda Indonesia Management policy and e-Travel Counter concept so e-Travel Counter service at the moment is focused on passenger who pays via OLP and telephone check-in via Garuda Indonesia Call Center.

(?) When a passenger have paid through OLP and checked-in by telephone at Garuda Indonesia Call Center, why must the passenger go through e-Travel Counter ? Aren?t the passengers data already thoroughly kept in the reservation system or Garuda Indonesia check-in system ?

(+)
Passengers who have paid through OLP but have not posses ITR yet, may get the ITR at Garuda Indonesia ticket Sales Office on a city/City Town Office or e-Travel Counter when they are at Soekarno-Hatta airport Cengkareng.

(?) Why should the passenger possesses ITR ?

(+) ITR is a transaction slip of Garuda Indonesia passenger which function during security check of airport security,

(?) What about Boarding Pass, should passenger go to e-Travel Counter as well ?

(+) Boarding Pass is given to passenger who have checked-in by phone and to get clearer understanding of telephone check-in, view our telephone check-in FAQ.

(?) Since the existing Garuda Indonesia e-Travel Counter service located at II F Domestic Terminal building of Soekarno-Hatta airport Cengkareng, what if passenger request the ITR be printed at other Garuda Indonesia Counter ?

(+) To obtain comfort, Garuda Indonesia advise its passenger who have settle ticket payment via OLP to get his/her ITR by visiting Garuda Indonesia e-Travel Counter. However if a passenger request his/her ITR at other Garuda Indonesia Ticketing counter than at e-Travel Counter, it is allowed to do so. But in the long run, it is gradually planned that all OLP passenger are forced to do the transaction only at e-Travel Counter.

(?) When a passenger have possesses ITR from our e-Travel Counter but they request flight schedule change. Can it be done at e-Travel Counter ?

(+)
It couldn't. E-Travel Counter is a service continuation for printing ITR and Boarding Pass for passenger who have done transaction through OLP and telephone check-in at Garuda Indonesia Call Center, so the schedule change is done at Garuda Indonesia Call Center.

(?) What about passenger name change/correction ?

(+) It can be done at the e-Travel Counter, for passenger name change/correction refer to existing reservation procedure but to get clearer information ask Garuda Indonesia Call Center.

(?) When can passenger exchange ITR ?

(+) Passenger can exchange his/her ITR at Garuda Indonesia e-Travel Counter at least 2 (two) hours before departure schedule.

(?) To obtain ITR & Boarding Pass can passenger be represented by other authorized person ?

(+) It's possible for passenger to be represented by other authorized person providing that the authorized person possesses true identity card which shows corresponding name as the name in printed on ITR therefore e-Travel Counter officer is needed for verification process.

(?) Can a passenger who have possessed Boarding Pass from Garuda e-Travel Counter, transfer/endorse the Boarding Pass to other person ?

(+)
It is not possible. Based on commonly accepted regulation, the name on Boarding Pass should match the actual passenger name. Name difference between Boarding Pass and passenger actual identity is considered against the law therefore Airline Company is entitled to refuse/Offload the passenger.

(?) How about Boarding Pass, should they proceed to the e-Travel Counter ?
(+)
Boarding Pass is given only for passenger who have done telephone check-in and to find out the about of telephone check-in, you can visit Question & Answer on Telephone check-in please click here.