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Terms & Conditions Web Check-In

  • <Important> Each booking is only allowed one Online Check-in. If there is more than one passenger on a booking, all passengers must check-in all at once, otherwise the remaining passenger(s) will not be able to do Online Check-in and it can only be done at the airport.
  • Online Check-in service is available from 24 hours to 4 hours before departure; for domestic flights departing from Jakarta (CGK), the online check-in is available from 24 hours to 2 hours before departure.
  • Online Check-in is not available for the following passengers:
    • Passengers without e-ticket
    • Infants under 2 years old who are not occupying a seat.
    • Passengers who need special assistance at the airport, such as pregnant passengers, children younger than 12 years old who travel alone, Unaccompanied Minor (UM), the passengers that require wheelchair, stretcher case, or any other special handlings at the airport.
    • Group bookings (more than 9 persons)
  • The system will automatically assign you a seat, but you can change it by accessing the preferred seat option in our Online Check-in function.
  • For international flights, please show your Online Boarding Passes (both PDF and QR barcode boarding pass) to the Airport Check-in Counter before boarding.
  • For international flights, please make sure that your passport is valid up to at least 6 months from the travel date and secure other valid travel documents such as any visa documents required for the trip. Present them to the Airport Check-in Counter before boarding.
  • Boarding gate number and seat number may change without prior notice for the following reasons: the circumstances at the airport on the day of the flight or a change of aircraft. You may check boarding gate updates on the airport information display system at the airport.
  • If you fail to complete the Online Check-in procedure due to technical problems such as printer or system error, please refer to the instructions on the page and complete the boarding procedure at the Airport Check-in Counter.


  • To use Online Check-in, please use your e-ticket with confirmed reservation.
  • For prompt customs and immigration procedures, please bring your passport and fill in your passport information during Online Check-in.
  • Passengers with connecting flights can check-in sequentially.
  • Please arrive early for quarantine and security checks. Please complete the check-in procedure at the Airport Check-in Counter at least 60 minutes before departure for domestic flights, and 90 minutes before departure for international flights.
  • Carry-on baggage should be limited to one piece, must not weigh more than 7 kg (for both Economy and Business Class), with maximum size: 56 cm length, 23 cm width, and 36 cm height (for CRJ and ATR Aircraft type maximum size is 41 cm length, 17 cm width, and 34 cm height).
  • Make sure that you are not carrying any valuable items in your checked baggage
  • For the safety and security of our passengers, crew, and the aircraft, please make sure that you are not carrying any dangerous items in your carry-on and checked baggage. Please click here for baggage restrictions information details
  • Please make sure that you pack your own baggage or supervise the person who does it for you.
  • The Airport Check-in Counter will be closed 45 minutes prior to departure for international flights and 30 minutes prior to departure for domestic flights.
  • For flights departing from Terminal 3 Soekarno-Hatta International Airport, the Airport Check-in Counter is closed 60 minutes prior to scheduled departure for International flights and 45 minutes prior to scheduled departure for domestic flights.
  • Departure  gate  is closed 15 minutes prior to departure.
  • Passengers who want to cancel must report to the Airport Check-in Counter or Garuda Indonesia Call Center.
  • For further information please contact the Garuda Indonesia Call Center at 0804-1-807-807 (within Indonesia region only) or +62-21-2351 9999.

My Trip

The link below is designed to give you an easy access to obtain the latest updates of your missing baggage. Please input your Name and Reference No provided by our bagagge representative officer when you reported it, then press the submit button and the system will automatically inform you the latest updates of your baggage status.

Trace Baggage

Terms & Conditions Manage My Booking

    This feature allows you to do the following things:

  1. Check booking information
  2. Add or change additional services (may chargeable) such as Seat Selection, Special Meal Request, and Prepaid Excess Baggage
    • Chargeable additional service(s) is only valid on tickets purchased from the website and mobile application
  3. Change contact information
  4. Modify Flights (Reschedule)
    • Rescheduling is only allowed on domestic flights
    • Rescheduling is only allowed before flight departure
    • Rescheduling is only valid on tickets purchased from the website and mobile app
    • For more detail, please check this link

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The Company’s subsidiary – Citilink Indonesia also certified as the Four Star - Low Cost Carrier (LCC) Airline from Skytrax

Singapore, February 8th 2018 – Indonesia's national flag-carrier, Garuda Indonesia successfully maintains its 5-Star rating from Skytrax, the international air transport rating organisation based in London. Garuda Indonesia receives this "5-Star Airline" rating since 2014.

This achievement is marked by the SkyTrax's Five Star Airline renewal certification that was being received by CEO of Garuda Indonesia, Pahala N. Mansury from Edward Plaisted, as the CEO of Skytrax at the Asia's biggest aerospace exhibition "Singapore Airshow 2018", at Changi Exhibition Centre, Thursday (8/2).

CEO of Garuda Indonesia, Pahala N. Mansury said, "This achievement is the result of consistent hard work and commitment of management and all employees of Garuda Indonesia to always provide the best service for our passengers".

"This "5 Star Airline" certification renewal involves a comprehensive "5 Star Follow-up Audit" conducted by SkyTrax throughout 2016 - 2017. Skytrax Airline Rating System is one of the companies most-important instrument in measuring the effectiveness of continuous service quality improvement, both being the company's strategic asset when Garuda Indonesia increasing the services competitiveness." Pahala said.

Pahala also added, this 5 star airline rating does not only represents the achievement of Garuda Indonesia as the world class airline, but also represents the success of the "Indonesia Hospitality" concept service in the global view, while strengthening Indonesia's "Nation Branding" to the world.

Indonesia's distinctive hospitality and "Garuda Indonesia Hospitality" service concept has become a "competitive advantage" for Garuda Indonesia, in the middle of the increasing international market competition.

"As one of Indonesia's global companies, the achievement of the five-star predicate also further emphasizes the position of Garuda Indonesia as one of the leading global airlines, in terms of enhancing the customer experience and the comfortable of the Five-Star Flight Standardization". Said Pahala.

"Attaining a 5-star rating has certainly become a major milestone and added significant value not only for us as the national flag carrier, but also for Indonesia and the country's aviation industry as a whole. This certificate renewal validates our continued commitment to maintain a high quality of service. Indeed, we will further improve and innovate to uphold our 5-Star reputation and ensure Garuda Indonesia stays at the forefront of the global airline industry for many years to come". Added Pahala.

Pahala said, "I believe that this achievement will further inspire Garuda Indonesia to remain committed, consistent, and even striving to become better, while it will also mark another historical moment at the beginning of 2018".

The five-star certification process is executed through the "Skytrax Audit" process with detailed assessment points covering all service aspects, from pre-flight, in-flight and post-flight; such as the quality of the passenger's service at the airport, the quality of the waiting room, the comfort of the cabin, the inflight meal, the in-flight entertainment, to the service by the cabin crew.

On the occasion, Skytrax CEO Edward Plaisted said that the success of Garuda Indonesia in maintaining the title of "5- Star Airlines" is a form of hard work of the Garuda Indonesia team in maintaining the quality of service.

"In an increasingly competitive airline industry, Garuda Indonesia is able to survive in competition while maintaining and running the values and standards of its service. The fleets operated by Garuda Indonesia currently offer various service classes that conform to the standards of five-star airline services, "added Edward.

Today, there are only 10 (Ten) Five Star Airliners from a total of 200 airlines worldwide. There are Garuda Indonesia, Singapore Airlines, Cathay Pacific, EVA Air, Qatar Airways, Etihad Airways, Asiana Airlines, All Nippon Airlines (ANA), Hainan Airlines and Lufthansa.

With the commitment of Garuda Indonesia's management and employees to continue deliver the best service, Garuda Indonesia's performance gradually continues to be recognized internationally. In 2013, SkyTrax named Garuda Indonesia as "The World's Best Economy Class". Garuda Indonesia successfully maintaned the predicate of "The World's Best Cabin Crew" from SkyTrax for four consecutive years from 2014 to 2017.

Meanwhile in the same year, the airline also reached the "5-Stars" award from the Airline Passenger Experience Association (APEX), a non-profit association for enhanced passenger flight experience based in New York, USA.

Garuda Indonesia was selected as one of 22 global airlines that announced as "Five Star Recipients" of the 2018 Official Airline Ratings, the first-flight rating program based on verified and certified passenger feedback.

In order to strengthen the company's financial and operational performance, Garuda Indonesia and its subsidiaries run a long-term business strategy entitled Garuda Indonesia Group (Sky Beyond 3.5) - which will be a value-driven aviation group with an achievement of 3.5 billion USD target on 2020 .

Citilink Attained Four Star Low-Cost Carrier Airline Predicate

In addition, Garuda Indonesia's subsidiary-Citilink Indonesia, also attained Four Star Low-Cost Carrier (LCC) Airline certificate from Skytrax .

The 4 – Star Rating is become a major milestone for Citilink Indonesia and Garuda Indonesia Group, considering Citilink Indonesia is the first Low-Cost Carrier (LCC) Airline in Asia which has successfully attained the certification.

The Four-star Airline certification for LCC makes Citilink Indonesia joined the other two European carriers Norwegian Air and Easyjet that has been recognized for its security standards and services. The certification further strengthens Citilink's position to gain recognition and business extension within the region.