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Frequently Asked Questions

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For domestic departure at Soekarno-Hatta International Airport, please contact 08119722218 atau 021-25601950 and for international departure, please contact 5506073 or 5506076. For other destinations, please directly contact the Lost & Found Office of click here.

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.

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.

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.

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.

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

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

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)

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).

7 days from the printed date on the boarding pass.

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

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

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.

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

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.

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

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

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

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.

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.

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

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

To accommodate market dynamics/customer needs.

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

To provide specific services to customers of various segments.

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.

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 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.

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

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

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

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

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

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.

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

For student discounts please contact your local GA Office. Student discount and benefits do not apply for previously booked tickets.

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

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

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

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.

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.

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.

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.

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

 

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.

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.

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

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.

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.

You can login via website GarudaMiles (www.garuda-indonesia.com/garudamiles) or via Garuda Indonesia Mobile App. The Mobile App can be downloaded at Google Play Store for Android or App Store for iOS.

Please open Garuda Indonesia Mobile App and login to your GarudaMiles account. Fill in username or GarudaMiles number and Password, then click login.

Please follow these steps:

  • Click 'Reset Password' button
  • You will be asked to input GarudaMiles number and captcha code
  • Ensure your number is correctly inputted
  • Reset password link will be sent to your registered email
  • Open email and click your link
  • If you do not receive link to your email, please call Garuda Indonesia Contact Center

You can use your GarudaMiles background profile to be shown to our front-liners by following these steps:

  • Visit www.garuda-indonesia.com/garudamiles
  • Login by inserting your GarudaMiles number and password. Click "Reset Password" if you forget your password.
  • Use this background profile

You can also show your tier by logging-in to www.garuda-indonesia.com/garudamiles from your mobile browser.

  • Visit www.garuda-indonesia.com/garudamiles via your mobile browser
  • Login by filling in your GarudaMiles number and Password. Click "Reset Password" if you forget your Password.
  • If your login is successful, background profile in your GarudaMiles account can be shown to Garuda Indonesia front-liner Garuda Indonesia as official ID membership.

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.

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.

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

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.

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.

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.

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.

Online redemption GarudaMiles is a new channel for GarudaMiles members to make mileage redemption for award ticket via website www.garuda-indonesia.com. Redemption via website adds a new channel of mileage redemption which previously can only be made via Garuda Indonesia ticketing office and contact center. Currently, award ticket can be used for Garuda Indonesia flight only.

  • Visit www.garuda-indonesia.com
  • Fill your desired travel details on the booking form:
    • Oneway/roundtrip
    • Departure and Arrival city
    • Date of travel
    • Total of passenger
    • Desired cabin class
  • Click “Redeem Miles”
  • Continue the process by selecting flight schedule and follow the instruction.

Yes, you can make redemption and use the award ticket for your family members or other people. You can change passenger detail information when making online redemption to other’s name.

Rupiah is used to pay the surcharges and government tax (besides basic fare of the ticket), such as airport tax, country tax, and more.

Currently, payment of tax and surcharges can only be made by credit card. We are preparing more options of payment to make your transaction on our website is even easier.

Refund award ticket can be done by contacting Garuda Indonesia contact center or nearest Garuda Indonesia ticketing office. Refund will be processed as long as the award ticket is still valid. To refund the award ticket, you will get penalty mileage of 20% from the total mileage of the whole trip.

Award ticket is valid for 6 months from the departure date for domestic route and 12 months for international route.

You can request for reschedule/reroute by:

  • Visiting the nearest Garuda Indonesia ticketing office, or
  • If your miles is still sufficient, you can rebook or re-redeem your miles on our website. After that, you can request for refund of the previous award ticket via our contact center. Your miles will be redeposit to your account a maximum of 1x24 hour, and refund tax will be credited to your credit card a maximum of 2 weeks.

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.

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.

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.

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

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

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.

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.

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.

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.

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.

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.

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.

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)

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.
  • 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.

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

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.

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

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.

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.

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.

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.

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 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.

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.

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.

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.

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.

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.

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.

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

YES.

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

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

NO.

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

We accept credit card payments with VISA and MasterCard.

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.

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.

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

 

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.

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.

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.

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.

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

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

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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)
  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.
  • 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.

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

  • 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.
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  

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.

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.

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

Minors (6 - 12 years old) traveling without parent(s) or other adult guardian.

Additional charges to provide assistance to UMNR passenger along their journey with GA Flight.

City & airport ticketing office, domestic travel agent.

Route Non-stop Flight Transit Flight
Domestic (include 10% tax) IDR 175,000 IDR 300,000
International from ID IDR 300,000 IDR 550,000
to ID USD 30.00 USD 50.00
  1. Minors between 6-7 years old may travel unaccompanied with no change of aircraft from origin to destination (Aircrew Safety Manual, Ref 22, Dec 2014).
  2. UM with age between 7 and 8 years old (ex : 7 years 10 month), will be considered as 7 years old.
  3. Minors between 8-12 years old may travel unaccompanied both in non-stop flight and flight with transit point (with or without aircraft change).
  4. UMNR only traveling with GA only. No codeshare, SPA, or connecting to other airlines

Australian Visa service is form of service for passenger who requests to apply Electronic Travel Authority (ETA) or Australian Visa through Garuda Indonesia.

This service is available in the Airport Ticketing Office and City Ticketing Office.

IDR 250,000.00 per applicant (tax excluded).

To apply Australian Visa through Garuda, passenger must hold a passport issued by one of the countries or regions listed below (changes may occur at any time, for the update please refer to http://www.border.gov.au/). If passenger hold a non-citizen passport or other travel document, such as a Certificate of Identity, they are not eligible to apply for an ETA. Eligible passports are issued by:

  • Andorra
  • Austria
  • Belgium
  • Brunei
  • Canada
  • Denmark
  • Finland
  • France
  • Germany
  • Greece
  • Hong Kong (SAR of China)
  • Iceland
  • Ireland
  • Italy
  • Japan
  • Liechtenstein
  • Luxembourg
  • Malaysia
  • Malta
  • Monaco
  • Norway
  • Portugal
  • Republic of San Marino
  • Singapore
  • South Korea
  • Spain
  • Sweden
  • Switzerland
  • Taiwan*
  • The Netherlands
  • United Kingdom—British Citizen
  • United Kingdom—British National (Overseas)
  • United States
  • Vatican City.


*must not purport to be an official or diplomatic passport

Lounge Access Services is facility to enable passenger holding economy ticket (non GarudaMiles Platinum/Elite Plus/Gold/Elite members) to access GarudaMiles lounge at Soekarno-Hatta Airport-TC3, Kualanamu International Airport and Sepinggan Airport by purchasing such access in advance at point of sales other than on the spot purchasing up to 4 (four) hours before departure

This service can be purchased in GA City Ticketing Office (CTO) and Airport Ticketing Office/GA Customer Service

IDR 220,000.00 (10% tax included)

  1. EMD of Prepaid Lounge Access program is valid for entering GarudaMiles Lounge at Soekarno-Hatta International Airport TC-3, Kualanamu International Airport and Sepinggan Airport only.
  2. EMD of Prepaid Lounge Access program is not valid for First Class or Executive Lounge.
  3. EMD of Prepaid Lounge Access valid to be used on the same date with the flight schedule only.
  4. Passenger can access GarudaMiles lounge at Soekarno-Hatta International Airport TC-3 , Kualanamu International Airport and Sepinggan Airport within 4 hours before their flight schedule.
  5. EMD Lounge access subjected to actual lounge availability, and will not be available on Black Out Date, such as :
    • 7 days before and after Idul Fitri, Idul Adha, and Christmas
    • 7 days before and after New Year
    • Peak season period (school holiday, long weekend, etc.)
  6. Children more than 2 years, non-GarudaMiles Platinum/Elite Plus/Gold/Elite members, need to have individual EMD of Prepaid Lounge Access to enter GarudaMIles lounge at Soekarno-Hatta Airport-TC3, Kualanamu International Airport and Sepinggan Airport.
  7. No charge for infant under 24 months traveling with adult holding EMD of Prepaid Lounge Access
  8. No maximum purchase for individual booking
  9. Maximum purchase for domestic group booking is 50 (fifty) passengers
  10. Maximum purchase for international group booking is 20 (twenty) passenger
  11. The rest additional Passengers from group booking are able to purchase lounge access at Airport Ticketing Office (ATO)
  12. During peak periode, issuance for group booking is recomended to be sold after coordination with lounge arranger Soekarno-Hatta Airport-TC3, Kualanamu International Airport and Sepinggan Airport.

Travel document to be checked at the time of entering the lounge shall include EMD, Identity Card (KTP/Passport) and Boarding Pass.

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