Customer Care Policy

• <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 48 hours to 2 hours before departure for domestic flights and 48 hours to 4 hours before departure time for international flights.
• 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.

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