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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.
  •  

    Information:

  • 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

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.

Bid Upgrade

Take the opportunity to experience extra comfort in our Business Class cabin.

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.

*You can trace your lost baggage by clicking the button below.

FAQs

Baggage Info

Baggage Tracing

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

 

*Currently this product is only available for domestic and international outbound flights from Indonesia

*Currently only valid for Indonesian Citizen

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

Book Hotel

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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?

Boarding pass can only be used once per merchant, however, you can use it again at another merchant within 7 days from the issuance date*.

*Merchant may collect the boarding pass for validation. Please confirm to the merchant before making the 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 whole journey. Infant fare means the fare for a person who has not reached his/her 2nd birthday for the whole journey.

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 don't have sufficient Award Miles to be exchanged for an Award Ticket, can I make up the difference by cash payment or any other means?

No, you cannot pay cash to make up for insufficient Award Miles. But there are ways to obtain Award Miles from non-flight activities, such as:

  • Buy a certain amount of mileage through Buy Mileage Program to have sufficient Award Miles to be redeemed
  • Exchanging your reward points from a partner bank for Award Miles
  • Using the services at a partner hotel
  • Making a purchase at the on-board Arcade or at the GarudaMiles Center

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

No. At present, Award Tickets or Upgrade Awards can only be processed at a Garuda Indonesia Sales Office.

If I want to cancel my Award Ticket or Upgrade Award, can I get my exchanged mileage back into my account?

You can redeposit your mileage in your account if the Award Ticket or Upgrade Award has not been used at all. Partially used Award Tickets or Upgrade Awards cannot be re-deposited. For detailed information on mileage redeposit, please see the Terms and Conditions, Art. 9.10

Can I change the flight schedule on my Award Ticket or Upgrade Award?

You can change the flight schedule on an Award Ticket or Upgrade Award, and your mileage account will be deducted by 10% (ten percent) of the total mileage. However, if you do not have sufficient miles 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 and the name on the Award Ticket. Please contact your Garuda Indonesia Sales Office to process the schedule change on your Award Ticket or Upgrade Award.

Can I earn miles on flights with an Award Ticket or Ugrade Award?

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

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

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

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

Starting May 15th, 2016, your GarudaMiles membership card will no longer printed in physical until you become Platinum or EC+ member. Use GarudaMiles e-card which available in Garuda Indonesia Mobile Application to do your GarudaMiles activities and transactions.

E-card menu can be accessed after you log-in in Garuda Indonesia Mobile App that can be downloaded in Google Play Store or iOS App Store.

How to see e-card in Garuda Indonesia Mobile Application?

Below are the steps to see e-card in Garuda Indonesia Mobile Application:

 

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

The GarudaMiles paper card is temporary card before you download digital card which can be accessed from Garuda Indonesia Mobile App, contains your GarudaMiles membership number with the name column that you should fill in. You should quote this GarudaMiles membership name and number every time you take a flight or make a non-flight activity so that your mileage data will automatically be recorded in the GarudaMiles database.

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

You can update your own personal data easily through the GarudaMiles website at GarudaMiles.com, or you can fill out the Change of Address Form, which is available on the GarudaMiles website, and send it to the GarudaMiles Center or Garuda Indonesia Sales Office.

How do I know if my membership is still active?

You can check your membership status by:

  • Accessing the GarudaMiles website
  • Checking the validity period as printed on the GarudaMiles Card
  • Calling your Garuda Indonesia Call Center at 0804 1 807 807

Will my GarudaMiles membership be terminated if I do not make any flight transactions?

You will be considered as an inactive member if you do not make any flight of non-flight transactions (accrual or redemption) for 3-consecutive years. If you are no longer active, your GarudaMiles membership will be terminated.

What are facilities or privileges that can be obtained from Garuda Indonesia and GarudaMiles Airline Partnership?

Partnership between Garuda Indonesia and GarudaMiles Airline Partners is conducted to give extra facilities for our loyal customer who become GarudaMiles member. You can earn mileage not only from Garuda Indonesia flight activities but also from flight activities with GarudaMiles Airline Partners. You can also redeem your Mileage for free flight tickets (Award Ticket) either on Garuda Indonesia flights or GarudaMiles Airline Partners.

Why is it that my flight data is not recorded so that I don't receive the mileage in my account?

Unrecorded flight activity may be due to several reasons:

  • You forgot to mention your GarudaMiles membership number and name when making your flight reservation, or you did not present your GarudaMiles card at check-in.
  • The name you used when making your flight reservation is different from the name on your GarudaMiles card and in the GarudaMiles database, so the system does not recognize your data.
  • Your ticket or flight does not qualify for Award Miles, for instance in the case of discount tickets or Citilink flights.

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

Your mileage can be claimed if you make a claim within six months after the flight. Simply fill out the Missing Mileage Form and its attachment (boarding passes and passenger coupon or e-ticket itinerary receipt) and send it to GarudaMiles Center Jakarta or Garuda Indonesia Sales Office. You can also make a claim through the GarudaMiles website according to the provisions listed on the web site. We will process your claim within a minimum period of 2 (two) weeks after the complete documents is received by GarudaMiles Center.

Can I make a mileage claim for flights made prior to joining the GarudaMiles program?

No; you can only earn miles from subsequent flights after your registration data is recorded in the GarudaMiles database.

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

If the codeshare flight is flown by Garuda Indonesia as operating party, then you will earn miles. If Garuda Indonesia is not the operating party, you cannot earn miles. The terms and conditions for earning miles on codeshare flights may also vary depending on the agreement between Garuda Indonesia and the respective airline partner. Codeshare flight information is available on the GarudaMiles website at GarudaMiles.com.

How do I know how much mileage there is in my account?

Simply access the GarudaMiles website at GarudaMiles.com or contact the Garuda Indonesia Call Center on 0 804 1 807 807 to access your mileage information. Your mileage information is also shown on your Mileage Statement. Alternatively, you can request a statement at your local Garuda Indonesia Sales Office.

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

Your miles cannot be transferred to another members account. However, you can exchange your Award Miles for an Award Ticket or Upgrade Award that can be given to anyone you like.

Can my earned mileage be charred?

Since January 1, 2011, the provisions of Expiry Mileage will be applied, if you do not use your earned mileage 3 years after the accrual transaction, then the mileage from that transaction will be expired and charred. For all award miles you earned before January 1, 2011 will be considered as miles transaction on January 1, 2011, so on January 31, 2014 the mileage will be charred if you do not use it. For GarudaMiles Blue members, your mileage will be expired and charred if there's no activity recorded on your GarudaMiles account for 1 (one) year activity period (January - December). Immediately redeem your mileage with several of GarudaMiles Award so you can fully take the benefit of your GarudaMiles membership.

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

Please check our baggage policy here.

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

Please check our baggage policy here.

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

Please check our baggage policy here.

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

For domestic flight, we recommend the passengers to perform airport check-in at least 1 hour before departure, however, it is better if the passengers arrive at the airport earlier to ensure sufficient time to check-in.

The passengers can also choose other check-in methods, such as web check-in, mobile check-in, kiosk check-in, city check-in, and phone check-in. Click here for more information or contact our 24-hour Call Center.

Can special meals for children be requested?

Yes, you can request a child meal on certain routes. Please order via our Contact Center or nearest Garuda Indonesia Sales Office at least 24 hour before flight departure.

What is the minimum validity of my passport and other documents if I want to travel abroad?

Your passport and other documents required for your overseas travel must be valid for a minimum of 6 months prior to the arrival date in the country.

What is extra legroom seat?

Extra legroom seat is seat in economy compartment of Garuda Indonesia flight which has wider leg space compared to other seats in economy compartment.

Where is the position of the extra legroom seats in the aircraft?

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

Whom may choose to sit on extra legroom seat in GA flight?

All passengers who hold GA economy ticket for GA flights are eligible to do advance seat request with the following condition :

  1. Without additional charges for :
    • Member of GarudaMiles Platinum, GarudaMiles Gold, Elite Plus, and Elite
    • Passengers holding Economy Normal Fare (Y class) and also economy ticket with Y, B, M, K, N, & G booking class
    • Passengers traveling with infant, and with or without baby bassinet (BSCT) facility
  2. With additional charges for passengers who holding economy ticket with Q,T,V,H,S,L or X booking class without any characters mentioned in point 1.

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

YES. Passengers who choose extra legroom seat should comply with Garuda Indonesia safety regulation as follow :

  1. Passenger should have no lack of mobility, visual hearing, reading or body impaired react to follow and understand written or verbal instruction given by Crewmember in English or Bahasa Indonesia.
  2. Passenger must be in good physical condition, 15 years of age or more, and did not travel for caring child or other passenger that may prevent from performing assistance during emergency situation.

Passengers who choose extra legroom seat in emergency exit row should aware and agree of this safety regulation.

Where do passengers able to obtain extra legroom seat?

The request and/or payment of extra legroom seat can be obtained through GA city ticketing offices, airport ticketing offices, sales offices, domestic travel agents, and some of international travel agents.

On which flights the service of extra legroom seats are available?

Extra legroom service is available in all GA domestic and international flights, except for code share flight which GA acting as marketing carrier and GA flights which are using ATR aircraft.

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

Passengers should pay the additional charges of extra legroom seat at the time of ticket purchase or within the given time limit. There are 2 time limit rules for extra legroom seat payment :

  1. If the seat request occurred above 49 hours before departure then the payment should be done no later than 49 hours before departure. Otherwise the seat request will be canceled.
  2. If the seat request occurred within 49 hours before departure then EMD Seat should be issued no later than 1 hours before departure. Otherwise the seat request will be canceled.

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

There is payment receipt that will be given to passengers as a proof that EMD (Electronic Miscellaneous Document) has been issued as a documentation of seat selection transaction.

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

 

YES.

In case there are irregularities condition, the seat which has been selected previously is not guaranteed. However, GA will try to keep the original seat number for passengers or at least re-accommodate passenger to seat with similar characteristic. Passengers allow to get a refund if the new seat has totally different character with the original selected seat.

 

Is there any exception for certain passengers resulting of no additional charges while occupying the extra legroom seats?

YES.
Passengers who are eligible to grab extra legroom seat without additional charges are :

  1. Members GarudaMiles Platinum and Elite Plus
  2. Passengers holding Economy Normal Fare ticket (Y class)
  3. Passengers traveling with infant, and with or without baby bassinet (BSCT) facility
  4. Diffable passengers who need assistance with 1 adult companion (must be in the same reservation or booking code)

How much is the charge for the extra legroom seat?

  1. Domestic Flights
    • IDR 150,000 for economy booking class B, M, K, N, & G with flight duration up to 3 hours.
    • IDR 250,000 for economy booking class B, M, K, N, & G with flight duration above 3 hours.
    • IDR 250,000 for economy booking class Q, T, & V with flight duration up to 3 hours.
    • IDR 350,000 for economy booking class Q, T, & V with flight duration above 3 hours.
    • IDR 350,000 for economy booking class H, S, L, & X with flight duration up to 3 hours.
    • IDR 450,000 for economy booking class H, S, L, & X with flight duration above 3 hours.
  2. International Flights, there are 2 kind of rates for international flights :
    • International flights which are departed from Indonesia :
      • IDR 450,000 for economy booking class B, M, K, N, & G with flight duration up to 3 hours.
      • IDR 750,000 for economy booking class B, M, K, N, & G with flight duration above 3 hours.
      • IDR 750,000 for economy booking class Q, T, & V with flight duration up to 3 hours.
      • IDR 1,200,000 for economy booking class Q, T, & V with flight duration above 3 hours.
      • IDR 1,200,000 for economy booking class H, S, L, & X with flight duration up to 3 hours.
      • IDR 1,600,000 for economy booking class H, S, L, & X with flight duration above 3 hours.
    • International flights which are coming to Indonesia or within country outside Indonesia :
      • USD 30.00 for economy booking class B, M, K, N, & G with flight duration up to 3 hours.
      • USD 50.00 for economy booking class B, M, K, N, & G with flight duration above 3 hours.
      • USD 50.00 for economy booking class Q, T, & V with flight duration up to 3 hours.
      • USD 80.00 for economy booking class Q, T, & V with flight duration above 3 hours.
      • USD 80.00 for economy booking class H, S, L, & X with flight duration up to 3 hours.
      • USD 110.00 for economy booking class H, S, L, & X with flight duration above 3 hours.

What will happen if passenger want to change seats after paying the additional charges and EMD issuance?

  • The previous transaction of extra legroom seat request will still valid under the following condition :
    • With no penalty if passenger request to move from extra legroom seat to non-extra legroom seat.
    • With penalty of 50% from original seat request price if passenger request to change seat number (but have the same seat characteristic), both in same or different flight schedule but still for the same route.
    • If passenger request to move from non-extra legroom seat to extra legroom seat, only fare difference will be collected (without 50% fee from original seat fare).
  • The previous transaction of extra legroom seat request will no longer valid if passengers request to reroute their itinerary after seat payment and EMD issuance. In this condition, the payment can’t be refunded. If passengers ask extra legroom in their new route, then passenger need to pay full payment of seat price and new EMD will be issued.

Do the seat request transaction can be refunded?

Refund is not permitted in voluntary condition. In case of involuntary condition, refund is permitted.

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 joint program between Garuda Indonesia with BidUpgrade that gives you an opportunity to bid for an upgrade to the next higher cabin class.

 

*this facility is not applicable for flight from/to Japan (Tokyo & Osaka) and Jeddah, and Codeshare with other airlines.

Who is eligible to participate in a bid of BidUpugrade?

If you are flying with Garuda Indonesia, holding a confirmed ticket document number startsing with 126, then you are eligible to participate in submitting a bid amount for BidUpgrade Garuda Indonesia, except for passengers with the following criteria :

  1. Passengers holding economy ticket with G (ticket for group), H, S, L, & X booking class
  2. Passengers holding business class ticket with I & O booking class
  3. Passengers holding remard ticket or free ticket
  4. Passenger traveling with infant

Am I eligible to make an upgrade offer?

Garuda Indonesia will send an invitation email of BidUpgrade to all eligible passengers and invite them to make an offer. Garuda Indonesia will send the invitation at :

  1. the latest 7 days prior to departure of the first sector of the booking for international flights,
  2. the latest 4 days prior to departure of the first sector of the booking for domestic flights.

If you do not receive any invitation email, you can verify your booking eligibility to make an offer by providing your last name and booking reference at http://www.garuda-indonesia.com/bidupgrade.

Are all my flights eligible for an upgrade?

Garuda Indonesia BidUpgrade only available in flights which have Business Class and/or First Class compartement. Therefore, there is possibility of BidUpgrade service not available on some flights. Only those flights mentioned in the invitation email which are are eligible for an upgrade. The rest flight sectors which are not mentioned in invitation email are not eligible for upgrade. Flight segments are considered independent of one another.

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

To make your offers, click the link in the invitation email and you will be redirected to Garuda Indonesia BidUpgrade's webpage. Follow the step to make your offer.

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

You do not have to make an offer for all your flight segments. Since in BidUpgrade each flight segment in your booking is not related to each other, you can make offer only for certain flight segment.

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

Invitation email of BidUpgrade will be sent to the main contact of each booking reference, it means only one invitation email will be sent eventhough there are more than one passenger under the same booking reference. Eventhough this invitation email was sent to one passenger, the invitation email is offering the upgrade for all passengers under the same booking reference. The bidding amount that you choose will be multiplied to the number of passengers in the same booking reference.

If there are more than one passenger with the same booking reference, is it possible if only some of them make an offer for upgrade?

If only some of passengers in one booking reference are willing to make an offer, then please contact GA Contact Center first to get the booking splitted. After successfully splitted, the bookings which is attracted to make an offer should go to http://www.garuda-indonesia.com/bidupgrade webpage to re-verify their eligibility for upgrade. Use passenger’s last name and the booking reference.

Would you send me a confirmation SMS if my offer is successful?

No, you will not receive SMS confirmation from Garuda Indonesia but you will get notification email to inform your offer’s status. Your credit card provider might contact you through SMS to inform the deduction.

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

You will receive a notification email within 48 hours prior to departure which inform you that your offer has been unsuccessful. No amount will be deducted from your card and you can travel with your original ticket.

Why I got a notification of credit card deduction while my offer is not success?

The notification is about credit card authorization process which is done by your credit card provider while actually there is no deduction in your credit card and it won’t appeare on your billing statement. GA guarantee that we won’t billed the offer amount if your offer is not success.

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

 

NO.

In BidUpgrade program, your Economy Class ticket can only be upgraded to the next higher cabin which is Business Class. Upgrade to First Class cabin through BidUpgrade is only possible for passengers holding Business Class ticket.

 

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

GA has defined the minimum and maximum offer amount that can be submitted. It will not accept any offer lower than the minimum amount or higher than the maximum amount.

Does the offer amount is total of additional payment with the original ticket fare?

 

NO.

The offer amount is an additional payment to the original ticket that has been purchased. This offer amount will be deducted to passenger’s credit card if they are successfully upgrade.

 

What does the strength indicator mean on the offer page?

The strength indicator is implying the strength of your offer amount, but this indicator is not guatanting your offer’s success.

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

 

YES.

You can offer different amounts for your each eligible flight segment.

 

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

Tax and other additional charges is already indluded in your offer amount

Does the time of offer submission affecting the likelihood of its success?

 

NO.

The time of offer submission is not affecting offer scoring process.

 

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 within 48 hours prior to your flight departure.

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 during the offer submission. We need your credit card information to process your upgrade in case your offer is accepted. We collect this now to simplify your process to upgrade and ypur credit card information is stored securely in 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:

  1. The amount of the offer
  2. Competing offers
  3. The original fare class at which the ticket has been purchased
  4. Your GarudaMiles Tier
  5. Success history on the past offers
  6. The number of seats available for upgrades

 

Can I modify or cancel my offer after the offer successfully submitted?

 

YES.

After submitting your offer, you will receive a confirmation email saying that your offers has been stored in our system.  Through this notification email, you will find links that will redirect you to the page where you can modify or cancel your offer.  You can modify or cancel your offers until 49 hour prior to flight departure.

 

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 been closed, you can cancel your original offer and submit a new one with the new payment details.

I received an email notification saying my credit card was rejected fro BidUpgrade transaction. What should I do to continue my offer?

 

You will receive an email notification fron Garuda Indonesia if your credit card is rejected by your credit card provider (possible cause : credit card validity, insufficient limit, etc.). Through this email, we give you 2 options :

  • Notify GA, with the link provided, to retry the submitted credit card for BidUpgrade transaction after you solved the problem with your credit card provider.
  • Use another credit card to continue BidUpgrade process by inputting the new credit card details through provided link.

 

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 may retry to make new offer for your new flight schedule only after canceling your previous offer.

You will get a new invitation email to make an offer for BidUpgrade if your new flight still eligible for BidUpgrade. But, in case you do not receive the email, you can go to http://www.garuda-indonesia.com/bidupgrade to check your eligibility to submit offer for BidUpgrade. If yes, then you can start to make new offer for your new flight.

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

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

Can I cancel my upgrade if I canceled a flight 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.

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

Yes, you will earn GarudaMiles point refer in your upgraded class. If you are upgraded to Business Class, then you will earn Business Class point. If you are upgraded to First Class, then you will earn First Class point.

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

You will receive an email at regarding your offer status within 48 until 24 hours before the flight departure. If your offer was unseccessfull, then you still able to fly with your original ticket without any additional charge.

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.

 

Is it possible for me to cancel my offer that has been submitted due to my own mistake while defining the offer’s number?

 

You have a chance to modify or cancel your upgrade offer which has been submitted until at the latest 49 hours before departure. You are not allowed to modify or cancel your offer with any reason within 49 hours before departure.

Please always check your email after submitting your offer for upgrade. GA will send a confirmation email containing your offer’s detail. Read carefully the messages and also ensure the offer amount you submitted is right.

 

What if my flight is re-accomodated to another flight or carrier due fligh to whatever reason than my default? Will I still enjoy Upgrade Cabin (Business / First Class) 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 or first class 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.

 

 

What is Advance Seat Request (ASR)?

Advance seat request is a form of service to choose non-extra legroom seat for passenger with economy ticket in Garuda Indonesia flight.

Where are the position of seats for advance seat request in the aircraft?

The seats are all seats in economy compartment which has no extra legroom which are located in economy compartment except seats in the first row and emergency exit row.

Whom may eligible to do advance seat request on in GA flight?

All passengers who hold GA economy ticket for GA flights are eligible to do advance seat request with the following condition :

  1. Without additional charges for :
    • Member of GarudaMiles Platinum, GarudaMiles Gold, Elite Plus, and Elite
    • Passengers holding Economy Normal Fare (Y class) and also economy ticket with Y, B, M, K, N, & G booking class.
    • Passengers traveling with infant, and with or without baby bassinet (BSCT) facility
    • Diffable passengers who need assistance with 1 adult companion (must be in the same reservation or booking code)
  2. With additional charges for passengers who holding economy ticket with Q,T,V,H,S,L or X booking class without any characters mentioned in point 1.

Where the advance seat request can be obtained?

The request and/or payment of extra legroom seat can be obtained through GA city ticketing offices, airport ticketing offices, sales offices, domestic travel agents, and some of international travel agents.

On which flights the service of advance seat request are available?

Advance seat request is available in all GA domestic and international flights, except for code share flight which GA acting as marketing carrier and GA flights which are using ATR aircraft.

When do passenger have to pay for the additional charge of advance seat request?

Passengers should pay the additional charges for advance seat request at the time of ticket purchase or within the given time limit. There are 2 time limit rules for advance seat request payment :

  1. If the seat request occurred above 49 hours before departure then the payment should be done no later than 49 hours before departure. Otherwise the seat request will be canceled.
  2. If the seat request occurred within 49 hours before departure then EMD Seat should be issued no later than 1 hours before departure. Otherwise the seat request will be canceled.

What is the evidence for passengers who have paid an Advance Seat Request?

There is payment receipt that will be given to passengers as a proof that EMD (Electronic Miscellaneous Document) has been issued as a documentation of seat selection transaction.

Is the EMD can guarantee that passenger will get the advance seat request that they requested?

YES.

In case there are irregularities condition, the seat which has been selected previously is not guaranteed. However, GA will try to keep the original seat number for passengers or at least re-accommodate passenger to seat with similar characteristic. Passengers allow to get a refund if the new seat has totally different character with the original selected seat.

Is there any exception for certain passengers resulting of no additional charges for advance seat request?

YES.
Passengers who are eligible to do advance seat request without additional charges are :

  1. Members GarudaMiles Platinum, GarudaMiles Gold, Elite Plus, and Elite
  2. Passengers holding Economy Normal Fare (Y class) and also economy ticket with Y, B, M, K, N, & G booking class
  3. Passengers traveling with infant, and with or without baby bassinet (BSCT) facility
  4. Diffable passengers who need assistance with 1 adult companion (must be in the same reservation or booking code)

How much is the charge for advance seat request?

  1. Domestic Flights
    • IDR 150,000 for economy booking class Q, T, & V with flight duration up to 3 hours.
    • IDR 250,000 for economy booking class Q, T, & V with flight duration above 3 hours.
    • IDR 250,000 for economy booking class H, S, L, & X with flight duration up to 3 hours.
    • IDR 350,000 for economy booking class H, S, L, & X with flight duration above 3 hours.
  2. International Flights, there are 2 kind of rates for international flights :
    • International flights which are departed from Indonesia :
      • IDR 300,000 for economy booking class Q, T, & V with flight duration up to 3 hours.
      • IDR 600,000 for economy booking class Q, T, & V with flight duration above 3 hours.
      • IDR 600,000 for economy booking class H, S, L, & X with flight duration up to 3 hours.
      • IDR 900,000 for economy booking class H, S, L, & X with flight duration above 3 hours.
    • International flights which are coming to Indonesia or within country outside Indonesia :
      • USD 20.00 for economy booking class Q, T, & V with flight duration up to 3 hours.
      • USD 40.00 for economy booking class Q, T, & V with flight duration above 3 hours.
      • USD 40.00 for economy booking class H, S, L, & X with flight duration up to 3 hours.
      • USD 60.00 for economy booking class H, S, L, & X with flight duration above 3 hours.

What will happen if passenger want to change seats after paying the additional charges and EMD issuance?

  • The previous transaction of extra legroom seat request will still valid under the following condition :
    • With no penalty if passenger request to move from extra legroom seat to non-extra legroom seat.
    • With penalty of 50% from original seat request price if passenger request to change seat number (but have the same seat characteristic), both in same or different flight schedule but still for the same route.
    • If passenger request to move from non-extra legroom seat to extra legroom seat, only fare difference will be collected (without 50% fee from original seat fare).
  • The previous transaction of advance seat request will no longer valid if passengers request to reroute their itinerary after seat payment and EMD issuance. In this condition, the payment can’t be refunded. If passengers ask another advance seat request in their new route, then passengers need to pay full payment of seat price and new EMD will be issued.

Do the seat request transaction can be refunded?

Refund is not permitted in voluntary condition. In case of involuntary condition, refund is permitted.

Flight Delay Regulations

According to Ministerial Regulation No. 89 Year 2015 Article 6 Clause 2, airline is not responsible to provide compensation and redress in case of any delays caused not by airline management factors (force majeure), such as:

  1. Technical and operational factors caused by the condition of the airport at the time of departure or arrival.
  2. Weather factors such as heavy rainfall, flooding, lightning, storms, fog, smoke, below-standard visibility, and/or wind speed that exceeds the maksimum standard that can disturb flight safety.
  3. Other factors such as demonstrations and/or riots within the airport area.

In addition to the above conditions, Garuda Indonesia gives flexibilty to passengers to:

  1. Change flight schedule (Reschedule).
  2. Extend the ticket for up to 6 months from the occurence of force majeure.
  3. Change the travel route (Reroute), with the condition if there are differences in price and tax, such difference will be charged to passengers.
  4. Change the name of the passenger and the change is only valid for one time and with the same minimum price.

Such changes can be made through:

  1. Garuda Indonesia Contact Center
    0 804 1 807 807 / (021) 2351 9999
  2. Garuda Indonesia City Ticketing Office
    • Garuda Gallery
    • Garuda Gerai
    • Garuda Sales Office
    • Garuda Mobile Ticketing
  3. Travel Agent