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Notice and Information

  • Online Check-in is not available for the following passengers:
    • Passengers without purchased e-ticket
    • For infants under 2 years old not occupying a seat
    • Passengers who need special assistance at the airport e.g.) customer with pregnant condition, children aged less than 12 years old who travel alone, Unaccompanied Minor (UM), require a wheelchair, stretcher case, or other special handling in airport.
    • Passenger with Staff Ticket ID
  • You are being assigned with your seat by default but you may change your seat preference by Internet Check-in.
  • Please report your Internet Boarding Passes (both of PDF boarding pass and mobile QR barcode boarding pass) first to the Airport Check-in Counter before Boarding.
  • For international flights, please make sure that you have your Passport with the validity minimum six month from date of travel and other valid travel documents e.g.) Visa document required for the trip and present them to the Garuda Indonesia check-in counter at the Airport.
  • Boarding gate number and seat number may be changed without notice for reasons such as the circumstances at the airport on the day of the flight, or a change of airplanes. Please check the airport information display system after arriving at the Airport.
  • If you fail to complete the Internet Check-in procedure due to a technical problem, such as a printer or system error, please refer to the instructions on the page, and complete the boarding procedure at a Airport Check-in Counter.
  • Internet Check-in service is available from 24 hours to 4 hours before departure
  •  

    Information:

  • For use of the service, please present the e-ticket with confirmed reservation.
  • For prompt customs and immigration procedures, please bring your passport and fill in your passport information in internet check-in process.
  • Passengers with connecting flight, Check-in only can be done sequentially.
  • Please arrive early for quarantine and security checks. Please complete the check-in procedure at the Airport 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 (both of Economy and Business Class), with a maximum size of length 56 cm, width 23 cm, and height 36 cm (for CRJ and ATR Aircraft type maximum size of length 41 cm, width 17 cm, and height 34 cm).
  • Please make sure that you have not packed any valuable and or dangerous goods and or forbidden in your checked baggage as stipulated in the prevailing laws.
  • Please make sure that the baggage are you belonging, packed by you, and under your supervision.
  • Check-in at the Airport close 45 minutes to international departure, and 30 minutes to domestic departure.
  • Boarding Gate open 120 minutes to departure and Aircraft door close 10 minutes to departure.
  • Passengers who make cancellation have to report to Check-in counter or Garuda Indonesia Call Center.
  • For further information please contact Garuda Indonesia Call Center at 0804-1-807-807 (within Indonesia region only) or +62-21-2351 9999

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Info

Baggage

Baggage means customer's belongings or personal property deemed necessary or appropriate for wear, use, comfort or convenience.

Travel Insurance

Wherever you go in the world, Garuda Indonesia Travel Insurance, powered by Allianz Utama Indonesia, offers comprehensive coverage so you can fly domestically and abroad with peace of mind.

Travel Tips

Find out the dos and don’ts before flying so you can have a hassle-free journey.

Baggage Service


Our cabin crew is always ready to assist you with all your inquiries.

Baggage means customer's belongings or personal property deemed necessary or appropriate for wear, use, comfort or convenience. This includes both checked and unchecked baggage, unless stated otherwise.

Items such as medicine, money, jewelry, negotiable papers, securities, valuables and documents will not be included in checked baggage, but should be carried by passengers at all times. We recommend you to pack your belongings in proper luggage to avoid damage to contents. All baggage (checked/unchecked) must be x-rayed.

We remind you to attach nametag, address and telephone number (in English), as these will be helpful for identification in case your baggage is lost during your journey. Garuda Indonesia offers blank nametags, free of charge, at all check-in counters.

For further information please contact Garuda Indonesia Call Center at 0804 1 807 807 (Within Indonesia region only) or +62 21 23519999+62 21 23519999.

FAQs

Baggage Info

Travel Insurance


Garuda Indonesia Travel Insurance.

Wherever you go in the world, Garuda Indonesia Travel Insurance, powered by Allianz Utama Indonesia, offers comprehensive coverage so you can fly domestically and abroad with peace of mind. Garuda Indonesia Travel Insurance is a special offer for passengers who make online flight bookings via www.garuda-indonesia.com.

Garuda Indonesia Travel Insurance covers, among other risks:

  • Flight and baggage delay benefits
  • Loss or damage of baggage
  • Loss of travel documents
  • Reimbursement of medical expenses
  • Daily hospital benefits
  • Emergency medical evacuation & repatriation
  • 24-Hour travel & medical assistance

 

*This product is currently unavailable for inbound flights to Indonesia

FAQs

Travel Tips


International Service.

  • Plan and reserve your trip in advance to ensure you can travel when and how you want.
  • Choose the most flexible ticket to enable you to change your reservation.
  • Prepare valid passport and other required documents.
  • Pack sufficient personal belongings.
  • Be at the airport at least 2 (two) hours before your scheduled departure.

Domestic Service.

  • Plan and reserve your trip in advance to ensure you can travel when and how you want.
  • Choose the most flexible ticket to enable you to change your reservation.
  • Pack sufficient personal belongings.
  • Be at the airport 1 (one) hour before your scheduled departure at the latest
Category

I left some stuff at the departure airport. How do I contact the Lost & Found Office?

For domestic departure at Soekarno-Hatta International Airport, please contact (021) 5506261 atau 5506257 andfor international departure, please contact 5506073 or 5506076. For other destinations, please directly contact the Lost & Found Office of click here.

If I didn't file the missing bag report at the arrival airport, what should I do then?

Please call the nearest Garuda Indonesia office and report your missing bag. The Lost & Found Officer will file a report but this report can not be used as proof.

What should I do if my baggage is broken?

Before you leave the arrival hall, please make sure that your baggage is in good condition. If it is broken, please go to the Lost & Found Office to report damage and get the PIR for either domestic or international flights before you leave the arrival hall. The Lost & Found Officer will fix the damage if it is still repairable. If it is not, your baggage will be replaced with a new one. If your report is filed after you leave the hall, our officer will make another report to replace the one from PIR. However, this document can not serve as proof.

What is the carry-on limit?

You can only bring one luggage in size of 56 cm x 36 cm x 23 cm at maximum and no more than 7 kg in weight. In addition, you can bring cosmetic box or laptop.

What happens if my bag arrives late?

Make sure that you have a receipt of PIR report from our officer at the Lost & Found Office. In some cases, if your baggage is missing, you will be compensated with cash.

General baggage info

Baggage admitted for carriage as passenger’s baggage may only contain such articles, effects or other property of passengers as are necessary for wear, use comfort, or convenience, in connection with the trip. Carriers have the right (except for diplomatic bags) but not the obligation to verify, in the presence of the passengers, the contents of their baggage.

More baggage information

What is Garuda Indonesia - Boarding Pass True Value (BPTV)?

It is a post flight product which offers benefits to passengers of Garuda Indonesia.

How do I obtain the benefits of this BPTV?

Passengers can show their used Garuda boarding pass to GA partners in this program to get discount/special rate. The expired period is 7 days from the date printed on the boarding pass. Or simply show their GarudaMiles Gold / Gold EC+ / Platinum Card to enjoy the benefits (T&C Apply)

What areas do the benefits cover?

Wine & Dine ( restaurant & café) Lodging ( hotel and resort ) , Favorite Pas Time (Hotel & Resort), Lifestyle ( golf and spa ) , Shopping Gallery (shopping sites), Variety ( car rental, clinic, hospital, etc).

What is the validity of BPTV?

7 days from the printed date on the boarding pass.

Does the programme only apply to GA Domestic customers?

It’s not only for domestic flyers but also for international customers.

In which cities can partners of BPTV be found?

Across all Garuda Indonesia’s destinations, in over 50 cities, more than 1500 outlet partners, domestic and international.

How many times can I use Garuda Indonesia’s boarding pass to get the benefit from BPTV’s merchant?

You can use it several times within the validity of BPTV (7days from printed date on boarding pass) however, there’s some partner that’s applying different T&C, you should ask the partner first before transaction.

Will the merchant take away my boarding pass?

There are some merchants that will take the boarding pass, unless you can provide the copy of the boarding pass to the merchant.

If I have some difficulties in using my boarding pass to acquire the benefits of BPTV, what should I done?

You need to check on our website www.garuda-indonesia.com/bptv on the benefits, if there’s some mismatch, you could contact our nearest sales office to send a letter of complaint and we will follow-up the complaint to concerning partner.

How much discount / benefit that’s been offered by BPTV’s partners?

The discount and benefit are varied up to 55% with terms and conditions that differs for each partner.

Does one brand promo applied for all of their branches?

No, but there are some partners that’s applying BPTV for a nationwide.

How many partners of BPTV can be found?

More than 500 partners and more than 1000 outlets can be found across Garuda Indonesia destination in Domestic and International.

Where can I get more information on BPTV ?

Visit Garuda Indonesia Website at : www.garuda-indonesia.com/bptv or Garuda Indonesia Global Contact Center Phone. 0 804 1 807 807 / +62 21-23519999 or visit your nearest Garuda Indonesia Sales office.

What is a CHILD or INFANT FARE?

Child fare means a fare for a person who has reached his/her 2nd but not yet his/her 12th birthday at the start of travel. Infant fare means the fare for a person who has not reached his/her 2nd birthday.

How can I get more information about the range of prices Garuda Indonesia offers?

Call Garuda Indonesia Call Center at 0804-1807807 or (021) 23519999, any Garuda Indonesia sales office, or your travel agent.

Which destinations have a range of prices?

All GA destinations, domestic and international, have a range of prices.

Why do ticket prices change from time to time?

To accommodate market dynamics/customer needs.

What is ticket flexibility?

Ticket rules/conditions that are attached to tickets are specified according to fares chosen by the customer.

Why should there be a range of prices for the same destination?

To provide specific services to customers of various segments.

What is the difference between Economy and Business Class?

Economy class offers seating standards equal to ìTourist Class" and less than standards provided for Business Class. Business Class offers superior seating standards than those provided on economy/tourist class.

I have a refundable Garuda Indonesia ticket that I am not going to be able to use. How can I obtain a refund?

Unless specified in the fare conditions, an International/Domestic ticket can be refunded directly at any Garuda Indonesia sales office or travel agentís office, which originally collected ticket payment. For further information, please call the Garuda Indonesia Call Center at at 0804-1807807, any Garuda Indonesia sales office or travel agent.

If I return my ticket, how long does it take to receive a refund?

If a ticket is issued and refunded at the same Garuda Indonesia ticketing office, the refund will take approximately 2 weeks. The process may take longer if the ticket was issued by a travel agent.

I have a non-refundable Garuda Indonesia ticket that I am not going to use. Can I still get a refund?

We are sorry to say that this is not possible as it is against regulations.

Can I change my ticket or get a refund if my plans were changed due to unforeseen circumstances?

Yes. Your request will be considered and may be judged as an Involuntary Refund.

I purchased a prepaid ticket for my friend and he did not travel. How do I get my refund?

A ticket issued against a Prepaid Ticket Advice (PTA) will be refunded only to the sponsor of the PTA. The passenger may apply for refund in accordance with GA policy.

Is it possible to up-grade my class to a higher one?

Yes, it is possible. Go to the nearest Garuda Indonesia sales office to recalculate ticket payment.

What is the easiest way to purchase a ticket?

There are 5 different methods using our Garuda Indonesia on-line payment system: ATM, Phone Banking, Internet Banking, Mobile Banking, or a Visa or MasterCard credit card. For more information on how to make a reservation and purchase a ticket, click here. Fare Ticketing

How can an airline ticket be purchased without an ATM card or credit card?

Cash payments are accepted at any Garuda Indonesia branch office or travel agent. Click for list of Garuda Indonesia branch offices.

I lost my ticket. What should I do?

If you lost an electronic ticket document, you can ask any Garuda Indonesia branch office or travel agent issuing office to re-print the ticket if you have proper proof of identity. For further information call Garuda Indonesia Call Center at at 0804-1807807, or visit the nearest Garuda Indonesia sales office or travel agent.

I need a Garuda Indonesia ticket cover for a formal report to my office. How can I get a ticket cover?

Garuda Indonesia passengers can keep the ticket cover for personal use or copy their flight coupon before flying.

I have completed the GarudaMiles application form. When do I get my GarudaMiles Card?

Your GarudaMiles membership will be processed after you have made at least one departure and your registration data have been recorded in the GarudaMiles database. When ready, your GarudaMiles Card will be mailed to your correspondence address. It will take a minimum of 4 (four) weeks for processing and mailing until you receive your GarudaMiles Card.

What is the purpose of the temporary card on the application form?

You must use the temporary card each time you make a departure to record your mileage before you are assigned a permanent GarudaMiles membership number and receive your permanent GarudaMiles card.

What is my password to login to the GarudaMiles website?

If this is your first login to the GarudaMiles website, use your GarudaMiles membership number as User ID and your date of birth (ddmmyyyy) as your default password. Members who register online through the GarudaMiles website can create their own User ID and Password when they register for future login. If you change your password and then forget what it is, click the ëforget passwordí icon on the GarudaMiles home page. A new password will be created for you and mailed to your e-mail address, or, you may call the GarudaMiles Center and ask our staff to create a new password for you.

What should I do if I lose my GarudaMiles Card?

Contact the GarudaMiles Center or any Garuda Indonesia sales office to get a replacement card. You will be charged a replacement fee of Rp 50,000 (fifty thousand Rupiah) in Indonesia or US$ 10 (USD ten) outside Indonesia.

What should I do if my departure data is not recorded and I donít receive the mileage in my account?

An un-recorded departure may be due to several reasons.
- You forgot to mention your GarudaMiles membership number and name when making your departure reservation, or you did not present your GarudaMiles card at check-in.
- The name you used when making your departure reservation is different from the name on your GarudaMiles card and in the GarudaMiles database, so the system did not recognize your data.
- The mileage may not be credited to your account if your ticket or departure does not qualify for Award Miles, for instance, in the case of special offer tickets or code share departures.

I don't have sufficient Award Miles to exchange for an Award Ticket; can I make up the difference with a cash payment or any other means?

No, you cannot pay cash to make up for insufficient Award Miles. However, there are ways to obtain Award Miles from non-departure activity such as:
- Reward Points from a Partner Bank
- using services at a Partner Hotel
- making a purchase at a Garuda Indonesia Shop, on board or at the GarudaMiles Center.

On my previous departure, I forgot to mention my GarudaMiles membership number. Is there any way I can credit my mileage from that departure to my account?

You can still receive credit for missing mileage if you make a claim within 6 (six) months of your departure date. Complete a Missing Mileage Form, attach the original boarding pass and passenger ticket coupon or itinerary receipt or e-ticket, and forward these to the GarudaMiles Center or a Garuda Indonesia sales office. We will process your claim within a minimum of 4 (four) weeks after receipt of the completed claim documents by the GarudaMiles Center.

Can I make a mileage claim for departures made before joining the GarudaMiles program?

No, you can only earn mileage from subsequent departures after your registration data is recorded at the GarudaMiles database.

Can I earn mileage if I make a code share departure?

You can earn mileage from a code share departure when Garuda Indonesia is the Operating Party. Likewise, mileage cannot be claimed for code share departures when Garuda Indonesia is not the Operating Party. Visit the GarudaMiles website at gff.garuda-indonesia.com for more detailed information on Garuda Indonesia code share departure destinations.

Can I process my Award Ticket or Upgrade Award via my travel agent or online at the GarudaMiles website?

At present, an Award Ticket or Upgrade Award can only be processed at a Garuda Indonesia sales office.

What should I do if I change my correspondence address or contact telephone number?

You can update your personal data by accessing the GarudaMiles website at gff.garuda-indonesia.com, or by filling in a Change Address Form and forwarding it to a Garuda Indonesia sales office.

How do I know how much mileage I have in my account?

To check your mileage, you can access the GarudaMiles website at gff.garuda-indonesia.com, call the Garuda Indonesia Call Center at at 0804-1807807, check your Mileage Statement, or inquire at a Garuda Indonesia sales office.

If I want to cancel an Award Ticket or Upgrade Award, will the exchanged mileage be re-deposited to my account?

Your mileage will be re-deposited in your account if the Award Ticket or Upgrade Award have not been used at all. For detailed information on mileage re-deposit, please see the Terms and Conditions, Art. 9.9.

Can I reschedule a flight for my Award Ticket or Upgrade Award?

You can change the flight schedule on an Award Ticket or Upgrade Award, but 25% (twenty five percent) of the total mileage with a valid ticket will be deducted from your account. However, if you do not have sufficient mileage left for the deduction, you cannot make a schedule change on an Award Ticket or Upgrade Award. You also cannot change the flight route, flight class or name on the Award Ticket. Please contact a Garuda Indonesia sales office to process the schedule change on your Award Ticket or Upgrade Award.

Can I earn mileage on flights with an Award Ticket or Upgrade Award?

You cannot earn mileage on flights with an Award Ticket. If you use an Upgrade Award, you will earn mileage according to the class ticket that you buy.

Can I give an Award Ticket or Upgrade Award to a family member or friend?

Yes, this is one of the advantages of a GarudaMiles membership. An Award Ticket or Upgrade Award from your mileage account can be given to anyone of your choice.

Can I transfer my earned mileage to the account of another GarudaMiles member?

Your GarudaMiles mileage cannot be transferred to another member account. However, you can exchange your Award Miles into an Award Ticket or Upgrade Award that can be given to anyone you like.

Can I reactivate my expired GarudaMiles membership?

No, an expired GarudaMiles membership cannot be reactivated, and the mileage on the expired account will be nullified. However, should you wish to rejoin the GarudaMiles program, you are always welcome to register as a new member.

Can my earned mileage get nullified?

Your mileage will be valid for as long as your membership account remains active.

How do I know if my membership is still active?

You can check your membership status by one of the following means:
a. Access the GarudaMiles website,
b. Check the validity period printed on your GarudaMiles Card,
c. Call the Garuda Indonesia Call Center at Tel. 0 804 1 807 807.

Does Garuda Indonesia provide food or drinks onboard?

As part of our Plus-Plus Economy Class service, drinks and snacks are served on all flights, and hot meals are available in over 60 minute sectors, at no additional charge.

What other departure amenities does Garuda Indonesia provide on its domestic flights?

As part of our Plus-Plus Economy Class service, our Economy Class seats have more legroom. We also offer complimentary newspapers, subject to availability.

How much baggage can be checked-in on a Garuda Indonesia flight?

As part of our Plus-Plus Economy Class service, each Economy Class passenger traveling on a Garuda Indonesia flight is entitled to 20 kilograms of check-in baggage, at no additional charge.

What is the maximum carry-on baggage allowed on Garuda Indonesia domestic flights?

Only one (1) piece of hand baggage per Economy Class passenger is allowed. The maximum baggage dimensions should not exceed 56 cm x 36 cm x 23 cm (22 in x 14 in x 9 in). One (1) other small item (e.g. laptop, handbag, etc) is also allowed, and the total weight of all hand baggage shall not exceed 7 kilograms.

With upgraded aircraft security, what items are not permitted onboard?

Passengers are now not allowed to bring any sharp objects onto the aircraft. This includes nail clippers, scissors, razors or any object that may be considered dangerous.

When should a passenger check in for a Garuda Indonesia domestic flight?

Check-in is required at least 1 hour before scheduled departure, and the flight gate will close 30 minutes before departure. As part of our Plus-Plus Economy Class service, early check-in is available throughout our domestic network in Indonesia.

Can a particular seat be reserved in Economy Class when making a reservation?

A seat can be requested when making a reservation through the 24-hour Call Center, but preference is given to passengers with special needs, such as parents traveling with children or infants, or the elderly.

What can be done if special assistance is required?

Should special assistance be required, e.g., wheelchair, oxygen bottle, etc., please contact our 24-hour Call Center at least 48 hours before scheduled departure to inform our staff. Garuda Indonesia will do its best to accommodate your needs.

What should I do if I have a special request?

If you have special requirements - such as parents traveling with children or infants; the elderly requiring a wheel chair; or diabetic or vegetarian meals - please contact our 24-hour Call Center to inform our staff. Garuda Indonesia will do its best to accommodate your needs.

Can special meals for children be requested?

Yes, you can request a child meal, which also comes with toys. Please contact our 24-hour Call Center to inform our staff.

What happens when a Garuda Indonesia flight is delayed or cancelled?

If a flight is seriously delayed or cancelled, Garuda Indonesia will transfer passengers to the next available flight, arrange temporary refreshments and, in extreme cases, transfer passengers to another airline.

What are the lowest fares for Garuda Indonesia flights?

Surprise Fares currently listed on this website are the least expensive regular fares offered for Garuda Indonesia flights. However, seats are limited, subject to availability, and prices may change without notice.

How is the actual fare that is paid for a ticket calculated?

The airfares shown do not include 10% VAT on the applicable airfare, an insurance surcharge of IDR 10,000 (per sector) and fuel surcharge. Please click here.

Are Surprise Fares available during Lebaran?

Surprise Fares may be available during Lebaran and the year-end holiday season for selected destinations.

If more than one person is traveling at the same time, can they all get a lower fare?

A minimum of 2 adult passengers traveling together can obtain an even lower Surprise Fare on selected departures.

Can a Surprise Fare be purchased as an open ticket?

A Surprise Fare must be a confirmed booking on a fixed departure time and date.

Are stopovers permitted on a Surprise Fare?

Stopovers are not permitted.

Can a booking be changed with a Surprise Fare ticket, for example, a change in departure date?

Surprise Fare tickets can only be re-issued with a surcharge of IDR 50,000 and only for a higher fare ticket.

Are Surprise Fare tickets refundable?

Surprise Fares are not refundable.

Can the routing be changed on a Surprise Fare ticket?

Re-routing on a Surprise Fare Ticket is not permitted.

Can Garuda GarudaMiles mileage be accrued on Surprise Fare tickets?

Yes, GarudaMiles mileage can be accrued on Surprise Fare tickets except on those flight numbers shown with *).

Are child discounts available on Surprise Fares?

A 10% child discount is available on applicable adult Surprise Fare tickets for children aged 2 or above - and less than 12 years of age - occupying a seat. For an infant less than 2 years of age not occupying a seat, a discount of 90% is available on the applicable adult Surprise Fare.

Are discounts available for unaccompanied children using Surprise Fare tickets?

A discount is not available for unaccompanied children traveling on a Surprise Fare ictket. An unaccompanied infant is not permitted.

What is the best departure time to obtain a low fare on Garuda Indonesia?

Mid to late morning & mid afternoon, depending on your destination.

Can a Surprise Fare be purchased from outside of Indonesia?

Surprise Fares can only be purchased in Indonesia from a Travel Agent or Garuda Indonesia branch office.

What is the best day of the week to obtain a low fare on Garuda Indonesia?

Usually Tuesday.

What is Garuda Indonesia Telephone Check-in?

Garuda Indonesia Telephone Check-in is a pre-journey (check-in) service offered to Garuda Indonesia passengers through a telephone call.

What are the benefits?

Garuda Indonesia Passengers will enjoy:
1. Selection of preferred seats at this earlier stage.
2. More convenient passenger transaction activity, including booking, settling payment and concurrent check-in through the 24-hour Garuda Indonesia Call Center rather than visiting a Garuda Indonesia sales office.

How do I do it?

Just call the Garuda Indonesia 24-hour Call Center at 0804-1807807 or 021- 23519999.

When can I take advantage of telephone check-in?

Telephone Check-in service is available from 24 hours up to 4 hours before scheduled departure.

Who qualifies for telephone check-in?

Any Garuda Indonesia passenger with confirmed booking who meets the following conditions:
- Direct, non-connecting flight departure (point to point)
- International: Jakarta-Singapore (only valid for Business Class passenger).
- Domestic: Jakarta to all domestic destinations under the following conditions:
* Business Class passenger, and
* Economy Class passenger using online payment option.

Why should telephone check-in for economy class passengers be limited to only those who made payment on line?

Since it's still in the earliest stage of development, usage is limited, but in the near future, this service will be expanded to include all classes under certain terms and conditions.

Is there any condition when a Garuda Indonesia passenger cannot use telephone check-in?

When a Garuda Indonesia passenger is traveling in a group and their booking consists of more than 9 passengersí names.

Why?

Since Group booking has its own checking-in procedure that takes longer than for an individual passenger, this may cause longer waiting time for other passengers to reach the call center.

If I have a connecting flight, can I take advantage of telephone check-in?

It's not possible at the moment since telephone check-in is only available for direct flights (point to point) without connection.

After I have checked-in by telephone, do I still need to report to the airport check-in counter?

Yes, all passengers must still report to the airport check-in counter to receive their boarding pass.

How much time before my flight do I need to report if I check in by telephone?

Every telephone check-in passenger must report to the airport check-in counter no later than 45 minutes before scheduled departure or your check-in will be cancelled automatically (offload DCS).

Does this mean that my flight reservation is automatically cancelled?

No, because the cancellation is merely for the telephone check-in. In other words, your passenger status is changed from have gone through "check-in" to "have not gone through check-in". Therefore, you must re-check-in at the terminal building (check-in counter after x-ray) with a possible change to your seat confirmation.

Can a passenger change his/her flight schedule after checking in by telephone?

Yes, you must contact the Garuda Indonesia Call Center or a sales office.

Do I still have to queue at the check-in counter even though I checked in by telephone?

At present, Garuda Indonesia has prepared a dedicated counter for passengers using online payment and telephone check-in (e-transaction). Passenger without luggage to check in can go to an e-travel counter and then proceed to the boarding gate, while passenger with baggage, after going through an e-travel counter, must still go to a check-in counter to weigh and x-ray baggage.

If I have settled payment through online payment and checked in by telephone, why do I need to go to the e-travel counter if my status is already in the reservation or check-in system?

Passengers who have made an online payment but do not have an "itinerary receipt (ITR)" should proceed to the e-travel counter or ticketing counter to receive their "itinerary receipt (ITR)" for airport security

What is the base of the Implementation of Surcharge Rate on Domestic Passenger Transport?

Decree of Minister of Transport under PM No. 2/2014

Is the surcharge mandatory and implemented by all domestic airlines?

Yes. All domestic airlines must comply.

When did the surcharge start to be implemented?

Date of Issued February 26, 2014 at 18 o’clock, and Date of Travel February 27, 2014.

How much is the rate?

The rate is decided by the government and mentioned in the attachment of PM No. 2/2014.

What is the surcharging mechanism?

It is mentioned in the ticket during the booking process and the value added tax (VAT) is applicable on the accumulation.

Is the surcharge necessarily implemented at the airport?

Not necessarily.

Can a passenger know the amount of the surcharge?

The amount of basic fare and surcharge can be found in the ticket.

If the surcharge component is not found in the ticket, is the surcharge necessarily implemented at the airport?

Not necessarily.

Why is the surcharge not found on MES-TJQ and CGK-GTO routes?

Because the routes are not mentioned in PM No. 2/2014 and Garuda will ask the government to add the routes.

Why does Garuda implement the surcharge on Business Class as well when the PM No. 2/2014 only mentions Economy Class?

The base of the surcharge is the weakening value of Rupiah against Dollar and the increasing price of aviation fuel up to more than Rp10,000,-, so the management decides to implement it on Business Class as well and the business class rate is not mentioned in the decree issued by the government.

Will the surcharge be implemented for long?

The surcharge is implemented for three months and will be evaluated whether or not it will be prolonged. It depends on the value of Rupiah against Dollar and the price of aviation fuel.

What is a extra legroom seat?

Extra legroom seat is a seat with more leg room that is available in Economy compartment of Garuda Indonesia flights.

Where are the locations of the extra legroom seat in the aircraft?

Extra legroom seats are located in the first row (front row) and emergency exit row of economy compartment.

Whom may choose to be sit in on the extra legroom seat on each Garuda flight?

1 hour prior to departure:

Passengers who meet the following requirement are allowed to request the extra legroom seat :

  • Passenger holding GA Economy Normal Fare (Y) ticket.

  • Member of Garuda Miles Platinum card & Elite Plus.

  • Passenger holding B, M, K and N class have to pay an additional charge

1 hour before departure at check in counter : All passengers are allowed to request the extra legroom seat if the seat is still available.

Why those Passengers who are holding an Economy Full fare Ticket will not be charged for Extra legroom seat whilst for B, M, K, N passengers have to pay an additional charge?

Garuda Indonesia will allow the Normal Economy class Passenger to choose their preference seat at No charge. Passengers who are holding B, M, K and N class with their flexibility of fare class are also allowed to choose the extra legroom seat with  additional charge, whilst Passenger who are holding Promotional class are not allowed to choose the extra legroom seat.

Is there any criteria for passengers to choose the extra legroom seat, especially emergency seat?

Yes. Referring  to the aviation safety regulation, there are some criteria to be fulfilled by those passengers who would like to take a seat that  located besides emergency exit door, such as :

  1. Passenger must be 15 years of age or more.
  2. Able to follow the safety instructions given by Crew member.
  3. In good health by means no lacks of mobility, visual hearing, reading or body impaired react to follow and understand written or verbal instruction given by Crew Member in English or Bahasa Indonesia at the time of check-in, boarding, and during the flight.
  4. Not travelling with child or carrying infant, during the flight

Does Economy Promo class (Q, T, L, V, etc) Passenger allow to choose the Extra legroom seat?

Passenger who purchase Garuda Indonesia Economy Promo class (Q, T, V, etc) ticket is not allowed to choose the extra legroom seat unless during the check-in time (within 1 hour before departure) - if the extra legroom seat is still available.

When the chargeable of extra legroom seat implemented in GA?

Garuda Indonesia start the implementation of  the Extra legroom seat charge effectively on 22 April 2014

Where the extra legroom seat   can be obtained from?

Currently, request and payment of the extra legroom seats can be obtained through Garuda City Ticketing Office (CTO) and Airport Ticketing Office (ATO)

On which flights the service of chargeable extra legroom seat are available?

The new service of chargeable extra legroom seat will be offered on all Garuda Indonesia operated flights excluding codeshare flight (where Garuda as a marketing carrier)

When do passenger have to pay for the additional charge of extra legroom seat?

When Passenger pay ticket B, M, K, N fare and prefer to sit in the extra legroom seat.

What is the evidence for passengers who have paid an extra legroom seat?

Payment of the extra legroom seat will be resulted with the issuance of EMD (Electronic Miscellaneous Document) that is stored in Garuda Indonesia Data base and associated to the passenger’s ticket.  Passenger will be given an EMD receipt.

Is the EMD can guarantee that passenger will get   the extra legroom seat that they requested for?

Yes. Upon issuance of EMD Passenger is guaranteed to get the extra legroom seat they have been paid for. Unless when the Irregularities occurred in the condition passengers may not necessarily get a seat according to their preference. However, Garuda will endeavor to provide the appropriate seat with passenger request. If the attempt is not successful then the passenger is entitled to get his money back (refund)

Is there any exception for Non-Economy Full fare class (Y) passenger that could sit in the extra legroom seat at free of charge?

Yes.  Passenger who travel with their babies and need Baby Bassinet (BSCT)  and pay the ticket with any economy class is allowed to sit in the first row seat without being charged. Diffable passengers who require wheel chair is allowed to sit in the aisle seat without being charged even the seat is chargeable

How much is the charge for the extra legroom seat?

An additional charge imposed to passenger who  choose extra legroom seat with the following scheme:

  • Domestic flight with a flying time up to 3 hours: IDR 110.000,-
  • Domestic flight with a flying time more than 3 hours: IDR 220.000,-
  • International flight with a flying time up to 3 hours: USD 30.00
  • International flight with a flying time more than 3 hours: USD 50.00

What is ATC ( Automated Ticket Changer) ?

ATC is a solution that fully automates changes and refund

How to make the changes and refund automates?

Head office needs to file it through ATPCO in CAT31 and CAT33

What is the benefit of ATC ?

By implement this function,you dont need to calculate manually for penalties or additional payment or residual caused by changes or refund. Perform ticket changes and refunds in far less time, Ensure proper collection of extra charge per ticket change or refund and Optimize customer service

By implementing ATC, is there any new rules?

Yes.

  1. ATC will not refer to PNR any longer. ATC will refer to the ticket. For example:
    The original ticket written DOT 15OCT-20OCT
    The passanger call the call centre and said that he wants to change the departure date become 17OCT.
    The call centre adjust the PNR.
    The passanger come to the GA ticketing office on 16OCT to reissue the ticket.
    In this situation, the passanger will be charged for the changes+no show.
    So, even though the passanger already make changes in the pnr as long as the ticket is not reconciled yet, the passanger will be considered as no show.
  2. There are 4 conditions for ATC :
  1. BEFORE journey BEFORE flight : 

    For Changes :

    • Fully unused ticket
    • Reconciliation transaction between ticket and PNR is done
      before flight departure on the original ticket

    For Refund :

    • Fully unused ticket
    • Refund transaction between ticket and PNR is done before
      Flight departure on the original ticket ( DOT)
  2. BEFORE journey AFTER flight : 

    For Changes :

    • Fully unused ticket
    • Reconciliation transaction between ticket and PNR is done after
      Flight departure on the original ticket ( DOT)

    For Refund :

    • Fully unused ticket
    • Reconciliation transaction between ticket and PNR is done after
      Flight departure on the original ticket ( DOT)
  3. AFTER journey BEFORE flight : 

    For Changes :

    • Partial used ticket
    • Reconciliation transaction between ticket and PNR is done
      before flight departure for next segment on The original ticket ( DOT)

    For Refund :

    • Partial used ticket
    • Refund transaction between ticket and PNR is done before
      Flight departure for next segment on The original ticket (DOT)
  4. AFTER journey AFTER flight: 

    For Changes :

    • Partial used ticket
    • Reconciliation transaction between ticket and PNR is done
      before flight departure for next segment on The original ticket ( DOT)

    For Refund :

    • Partial used ticket
    • Refund transaction between ticket and PNR is done before
      Flight departure for next segment on The original ticket (DOT)

When ATC will be implemented ?

Date of Issued 30 September 2014 and DOT 30 September 2014

What if ticket issued before 30 September 2014 will be changed or refunded?

For ticket issued before 30 September 2014, changes and refund will be done manually and all penalties refer to CAT16

Who is entitle to use this function?

This implementation will be done in stages. On 30 Sep 2014 will be implemented in GA ticketing Office at Cengkareng and Senayan City. Nex stage will be informed later

If only GA ticketing office at Cengkareng and call centre who entitle to use this function, does it mean only for changes or refund domestics / indonesia outbound only which can be done by ATC?

No. It will be used for all routes which will be changed or refunded at GA ticketing office Cengkareng or call centre

For other GA ticketing office or agent who are not included in this 1st stage, shall they refer to current conditions for penalty or shall they follow to new rule also ?

They have to refer to new rule by doing manually

What is the entry for changes?

The entry for changes Public fare is FXQ and for changes Private fares is FXQ/R,U

What is the entry for refund ?

The entry for refund is TRF126-...../ATC

For question further who can be contacted?

Please contact RZT or helpdesk for further question

what is the changes fee calculation based on ?

For International route : per transactio.
For Doemstic Route : per segment

what is the cancelation fee calculation based on ?

For International Route : per ticket
For Domestic Route :  Per ticket refer to most restriction

For original ticket issued by manual pricing, it it possible to used ATC if there is any changes..?

No, it is not possible. ATC using only for auto pricing for original ticket.

For first stage, ATC used by Ticketing Cengkareng Airport and Senayan City. For GA sales Office ticketing other than Cengkarenga and Senayan, how  they handle for changes or refund..?

Ticketing Office other than Senayan City and Cengkareng for changes fee : issued EMD penalty fee

What is Garuda Indonesia BidUpgrade?

BidUpgrade is a product by Garuda Indonesia with Plusgrade that gives you the opportunity to bid for the next higher cabin class (currently from economy class to business class).

Who is eligible for the BidUpgrade service?

If you are flying with Garuda Indonesia, holding a confirmed ticket document number that starts with 126, and are not under the categories mentioned below, then you are eligible for BidUpgrade Garuda Indonesia service (subjected to seats availability).

Categories not eligible for BidUpgrade Garuda Indonesia:

  • Tickets booked using promotional or special fares
  • Group tickets
  • Free tickets
  • Special passenger type tickets (child/infant/student/unaccompanied minor, senior citizen etc)

Am I eligible to make an upgrade offer?

Garuda Indonesia will send the upgrade email to all eligible passengers and invite them to make an offer 7 days minimum prior to departure of the first sector of the booking for international flights, and 4 days minimum prior to departure of the first sector of the booking for domestic flights. Alternatively, you can verify your eligibility by providing your last name and booking reference at garuda-indonesia.com/bidupgrade.

Are all my flights eligible for an upgrade?

Garuda Indonesia BidUpgrade is possible when there are seats available in Business Class. Not all flights are automatically eligible for an upgrade. Only those flights mentioned in the email are eligible for an upgrade. Flight segments are considered independent of one another.

What do I do next if I received an email invitation to make an offer to upgrade?

Click the link in the invite email to launch the Garuda Indonesia bidding webpage. Follow the step-by-step process to make your offer.

If my itinerary has more than one segment, do I need to make an offer for all segments? What if I only want to make a segment for selected sectors?

Flight segments are considered independent of one another. If you wish to upgrade a flight with multiple segments, you must make a separate, single offer to upgrade each segment individually.

There are more than one passenger under a same booking reference, why only one person receives invitation email?

There is only one invitation email to send out within the same booking reference even there is more than one passenger under the same booking. Although, all passengers in one booking reference will be under one Offer. The offer amount will be multiplied by the number of passengers in the booking. However you can enter the booking reference number together with your last name on the Garuda Indonesia BidUpgrade Welcome Page.

Would you be sending me a confirmation SMS in the event my offer is successful?

No, you will only receive a confirmation email from Garuda Indonesia but you may get an SMS from your bank to advise of a charge to your credit card.

What will happen if I have made an offer and it has not been successful?

You will receive an email 48 hours prior to departure informing you that your offer has been unsuccessful. No amount will be deducted from your card and you can travel with your existing ticket.

Is it possible to upgrade my confirmed Economy Class ticket to a First Class ticket?

No, your confirmed Economy Class ticket can only be upgraded to the next higher cabin which is Business Class. Currently, upgrade to First Class cabin is not available.

Can I choose any amount I want for my upgrade offer?

The system has a default minimum and maximum bid amount set. It will not accept any offer lower than the minimum amount or higher than the maximum amount.

What does the strength indicator mean on the offer page?

The strength indicator is a guide that shows the strength of your bid but does not guarantee its success.

Can I offer different amounts for the upgrade for each segment of my journey?

Yes, you can offer different amounts for each eligible segment.

Are there any additional taxes and fuel surcharges to pay on top of the upgrade amount?

All offers are inclusive of taxes and surcharges.

Does the time an offer is made affect the likelihood of its success?

No. Offer(s) can be made any time up to 4 days prior to departure of the first segment of your itinerary.

What forms of payment are accepted for offers?

We accept credit card payments with VISA and MasterCard.

When will my credit card be charged?

You will only be charged if your offer is successful. Successful offers will be selected and you will be informed no later than 2 days prior to the departure date of your flight.

Do I have to input my credit card information even if the chance to upgrade is uncertain?

Yes, you have to provide your credit card information to process your upgrade in the event your offer is accpted. We collect this now to simplify your process to upgrade and it is stored securely with the payment processor to be used only in the case you are selected to be upgraded.

What is the criteria for determining the success of an offer?

The success of and offer depends on a combination of factors including but not limited to:

-          The amount of the offer

-          Competing offers

-          The original fare class at which the ticket has been purchased

-          Your GarudaMiles Tier

-          Success history on the past offers

-          The number of seats available for upgrades

Can I modify or cancel my offer after I’ve made it?

Yes. You can modify or cancel your offer by clicking on the link in your confirmation email up to 72 hours prior to the departure time of your flight, provided that the offer window has not closed or your offer has not been accepted.

If I want to change my credit card other than the one I submitted earlier, what should I do?

Currently, you are not permitted to change your credit card after submitting an offer. Alternatively, if the offer window has not closed, you can cancel your original offer and submit a new one with the new payment details.

What happen if I need to change a flight booking for which I have made an upgrade offer? Can I transfer my offer to my new flight?

Upgrade offers are non-transferable. You will need to cancel your original offer and make a new offer on your new booking up to 72 hours before departure of the first sector of your flight, provided the offer window has not closed or your offer has not been accepted. Please note that your eligibility to make an offer for the new booking is subject to the criteria listed above.

Can I transfer the upgrade to other flights if my upgrade bid is successful?

Successful upgrades are non-transferable, non-refundable, and are valid only on the flight and date shown.

Can I modify the amount I offered?

Yes, provided the offer window has not closed (up to 72 hours to flight departure), unless your offer has been successful.

Can I cancel my upgrade if I canceled a flight for which I have successfully upgraded?

You can cancel your upgrade but you will not receive a refund or credit for your successful upgrade offer.

I want to modify or cancel my offer, but the system will not allow me to. Why is that?

Your offer may already have been accepted by Garuda Indonesia and we are currently processing your upgrade case.

Will I receive extra GarudaMiles point if I am successfully upgraded?

Yes, GarudaMiles point can also be earned in the upgrade class.

When will I be informed if my offer was successful or unsuccessful?

You will receive an email at least 2 days prior to the departure date of your flight segment, informing you if you have been successfull or unsuccessful. If your offer was unsuccessful, you can still travel with your existing ticket and no charge applied.

What are the documents that I need to present at the airport?

For confirmation purposes, you need to bring your new document that was issued when your upgrade was successful sent by email in confirmation email. Please note that you can only do check-in in check-in counter at the airport.

Which baggage allowance applies when BidUpgrade offers are accepted?

If your Offer is accepted and you have received an Upgrade, the baggage allowance applicable to the BidUpgrade service class of travel specified on your upgrade ticket will apply only to your upgraded segment. Where part of your travel is on another carrier, then that carrier’s baggage conditions will apply, refer to their websites for full details.

What fare rules apply to my upgraded booking?

The fare rules of your original booking will continue to apply to your upgraded booking, except that your upgrade is only valid on the flight and date shown.

Who can I contact to find out more about my upgrade?

If you have any questions about your upgrade or the upgrade process, please refer the Term & Conditions or contact us at +62-804-1-807-807 or +6221-2351-9999.

What if my flight is re-accomodated to another flight or carrier due fligh to whatever reason than my default? Will I still enjoy Business Cabin services?

Garuda Indonesia will transfer any offer you made in relation to the original booking on to another flight, subject to availability of the upgraded class. If there was no availability of business class, then your offer will be refunded to your credit card.

How to get refund if my successful offer upgrade to business cabin was having a condition that in not my default is not available for me?

You are entitled to refunds, credit, or exchange under applicable Fare Rules and/or our Condition of Carriage. You will need to visit our ticketing office near you to process the refund.

What if my flight got canceled by Garuda Indonesia and I was entitled to refunds both on my original booking and accepted offer to upgrade?

You are entitled to refunds, credit, or exchange under applicable Fare Rules and/or our Condition of Carriage. You will need to visit our ticketing office near you to process the refund of your canceled flight both on your original booking flight and your upgraded cabin offer. The refund of your original booking flight will be refunded as procedure, and the refund of your upgraded cabin offer will be reflected in your bank account.

How do I make a payment via ATM?

  • Payment via ATM is currently available for domestic flights in Indonesia only.
  • You are advised not to include Travel Insurance when purchase the ticket, and choose Deferred Payment for Payment Information.
  • For payment via ATM, please select ATM Bersama, enter card holder information, and then select Pay button.
  • On the next page you will get Booking Number & ATM Payment Code that you will need when making transaction at the ATM (We recommend you to make a note of the Booking Number & ATM Payment Code or print the page).
  • Your booking will be canceled automatically if you do not make the payment within 120 minutes (2 hours)
  • Input Bank Code & ATM Payment Code (987 + Payment Code ATM), ex: 987500126123123.  Then input the nominal transaction.
  • After payment is success, save your transaction receipt. - You will receive an e-ticket (electronic ticket) and a confirmation email after payment is success.
  • Kindly open Check My Flight feature on Garuda Indonesia website (www.garuda-indonesia.com), then select Manage.

 

What bank can be used to make a payment via ATM?

Bank Aceh

Bank Kalbar

Bank Sumsel Babel

Bank ANZ Indonesia

Bank Kalsel

Bank Sumut

Bank Artos Indonesia

Bank Kalteng

Bank Syariah Mandiri

Bank Bengkulu

Bank Kesejahteraan Ekonomi

Bank UOB Indonesia

Bank BJB

Bank Lampung

Bank Woori Indonesia

Bank BNP

Bank Maluku

BII Maybank

Bank BPD DIY

Bank Mayapada Internasional

BNI 46

Bank BPD Kaltim

Bank Mayora

BPD Bali

Bank BPD Sulteng

Bank Mega

BPR Karyajatnika Sadaya

Bank BRI Agro

Bank Mega Syariah

BPR Semoga Jaya

Bank BTN

Bank Mestika Dharma

BRI

Bank BTPN

Bank Muamalat Indonesia Syariah

BRI Syariah

Bank Bukopin

Bank Nagari

CIMB Niaga

Bank Capital

Bank NTB

Citibank

Bank Commonwealth

Bank NTT

DBS Bank

Bank Danamon

Bank OCBC NISP

HSBC

Bank DKI

Bank of India Indonesia

Indosat (Dompetku)

Bank Ekonomi Raharja

Bank Papua

Mandiri

Bank Ganesha

Bank Pundi

Mutiara Bank

Bank ICB Bumiputera

Bank QNB Kesawan

Nobu Bank

Bank Ina Perdana

Bank Riau Kepri

Panin Bank

Bank Index Selindo

Bank Saudara

Panin Bank Syariah

Bank Jabar Banten Syariah

Bank Sinarmas

Permata Bank

Bank Jambi

Bank Sulselbar

Rabobank

Bank Jateng

Bank Sultra

Standard Chartered Bank Indonesia

Bank Jatim

Bank Sulut

 

How much time is given to make a payment via ATM before the transaction is cancelled by the system ?

Your booking or reservation is valid for 120 minutes (2 hours). If you do not make payments within 120 minutes, your reservation will be canceled automatically.

 

What if I have made a successful payment at the ATM, but haven’t received e-ticket within 2 hours?

You can send an email to e-booking@garuda-indonesia.com or immediately call our 24-hour Call Center at +62,804 1 807 807 or +62 21 2351 9999.