ticketindonesia.info
Your website for tickets in Indonesia!
Language
Booking number:

Lastname traveler:


 Frequently Asked Questions

On this page, you will find a number of frequently asked questions. If your question is not listed, please send us an email with your question.

 Questions about reservation

· How can I change the details I already submitted?
At this moment it is not possible to change details that already have been submitted. If you want to make changes, we suggest canceling your reservation and creating a new one. You can also contact us by email and send us the correct details.

· How long can I hold my reservation?
Validity of your reservation is communicated to you as soon as ticketindonesia.info has booked your flight(s). It is often the case that tickets in cheaper classes can only be held for one day, while other classes can be held up to one month. This also depends on your departure date. We will state the validity in the status page of the reservation as soon as we know it.

· Do you have discounts for children?
Discounts for infants and children are not displayed on our website, but when they are available we will take the discounted price for your reservation. Generally spoken, infants under the age of 24 months will have a 75 to 90% discount on the adult fare, while children under the age of 12 sometimes have a discount of 10 to 25% on the adult fare. Discounts for children however are mostly limited to higher priced clases, which makes it pretty useless to search for these discounts as adults will pay a lot more.

· Why do I find a cheaper price?
It is possible that you find a cheaper price at the website of the airline. There can be a few reasons for that. Not all websites include taxes and fees in their displayed prices for example. If you finish the reservation as much as possible, you will see the final price though. It is also possible that lower priced e-tickets have become available again. We will be glad to help you grab these lower prices for you.

· Why do I see extra stops?
Airlines offer certain flights under one flight number, but the plane will actually make a stop. This is displayed on our website as being a stop, not as a transit. These stops are often short, somewhere between 30 and 60 minutes. This time on the ground is already included in the total travel time displayed for the flight.

 Questions about flying

· At that time I have to be at the airport?
Check-in for domestic flights usually opens 1.5 hours before departure, at larger airports up to two hours for some airlines. Check-in counters usually close 45 minutes before departure, at smaller airports up to 30 minutes. Please check in on time, because a late check-in might cause you to be denied boarding the plane. You also may also be denied the seats you prefer.

· How can I check-in online for Air Asia flights?
To avoid extra fees upon checking in for Air Asia, you need to check-in online. You will have to do this yourself via the Air Asia website by clicking on the link \'Web check-in\'. You will need to enter the booking code from your Air Asia ticket. Please make sure to enter ticketing@ticketindonesia.info when asked for an email address.

· Can I reserve seats?
It is not possible to reserve seats for most airlines. When flying AirAsia, we will provide seats next to another when traveling with two or more persons in one group. Other airlines hand out seat numbers when checking in. Groups are usually put together. Late check-in can cause groups to be split up, especially on fully booked flights.

· Do I have to reconfirm my flights?
No, you do not need to reconfirm your flights. You might want to check the status of your flight one day before departure in case a change in departure time has been scheduled for example. In this case, you can best contact the airline directly by telephone, but a visit to a local airline office is also possible.

When an airline makes a schedule change or a cancelation to your flight, we are informed of that in most cases. We will then forward this information to you by email and/or short message service as soon as possible.

Please be advised that the passenger(s) eventually are responsible themselves to be informed about possible changed flight times. You can contact us for this, but you can also contact the airline directly if you like.

· What should I when my flight is delayed?
If your flight is delayed, you should check in on time as usual, or report at the information desk of the airline at the airport to stay updated about your flight. When a flight is more than 30 minutes late, passengers have a right to a drink and a snack. If your delay is more than 1.5 hour, you can claim a meal. Ask for it, and demand it, because airlines usually do not offer it spontaneously.

· From which terminal my flight departs?
The international airport of Jakarta (Soekarno-Hatta) currently has three terminals that are not connected to each other. You can reach them by using free shuttle service buses or paid taxi's. Please allow for at least 15 minutes of travel time between terminals, even more when the airport during busy circumstances.

 Airline Terminal
 AirAsia 2F; domestic flights
2E; international flights
 Batik Air 1C
 Citilink 1C
 Express Air 1B
 Garuda Indonesia 3; domestic flights
2; international flights
 KalStar 1C
 Lion Air 1A; destinations Lombok, Kalimantan, Sulawesi, Papua
1B; destinations Sumatra
2D; international flights
2E; international flights
3; Java: Semarang, Jogjakarta, Solo
3; Nusa Tenggara: Denpasar, Lombok, Bima, Ende, Maumere, Tambaloka, Labuan Bajo
 Malindo Air 2D
 Sriwijaya Air 2F; all flights
 Trigana Air 1C
 Wings Air 1A; domestic flights, except:
1B; destinations Sumatra
1C; destinations Kalimantan
3; Denpasar, Bima, Ende, Maumere, Tambaloka, Labuan Bajo
Information correct as of August 21, 2016 

 Questions about payments

· Why I have to pay so soon?
It is possible that a flight, booked by ticketindonesia.info, can only be held for a short period of time. It is often the case that tickets in cheaper classes can only be held for one day, while other classes can be held for up to one month. This also depends on your departure date. If you choose for comfort rather than for price, please select the 'no promo ticket' option when making a reservation. These tickets are more expensive, but will give you more freedom.

· How long does it take to process my payment?
As soon as your payment has been received by ticketindonesia.info, we will process it as soon as possible. Payments are only processed during Indonesian office hours, so it may take some time before your payment status has been updated completely.

 Questions about changes

· Can you make changes?
Yes, ticketindonesia.info can perform ticket changes. Please contact us per email, or reply to an email we sent you earlier. Please note that so-called 'promo tickets' (the cheapest classes) do not allow for making changes to e-tickets already issued.

· Can I still change my e-ticket?
That depends on the class of your e-ticket, and the time between now and your departure time. Please check your ticket or contact us if you are in doubt.

· Where can I change my e-ticket?
You can change tickets that allow for changes to be made (so-called 'promo tickets' are not included) on our website, ticketindonesia.info, but also at the airline offices in the city or at the airport.

· What are the costs of changing my e-ticket?
Making changes to most e-tickets is not free, so we will charge the airline fee for this. These fees vary per airline and class, and are usually stated in your e-ticket. If you are in doubt, please contact us.

 Questions about refunds

· What are the costs of refunding my e-ticket?
Refunding/canceling most e-tickets is not free, so we will charge the airline fee for this. These fees vary per airline and class, and are usually stated in your e-ticket. If you are in doubt, please contact us.

· How can I best process a refund?
In all cases we strongly advise you to process your refund through us as your agent. In most cases this will speed up the refund process.

· Can my AirAsia ticket be refunded?
Yes, in most cases tickets for AirAsia flights can be refunded. This is caused by the fact that AirAsia, as the only airline in Indonesia, forces all tickets to be refunded by the ticket holder directly. We can unfortunately not help you in any way with this, regardless of the reason of the cancelation.

· My flight with AirAsia has been canceled by the airline, how do I get refunded?
For a refund for your canceled flight (full refund) you need to contact AirAsia yourself. This is caused by the fact that AirAsia, as the only airline in Indonesia, forces all tickets to be refunded by the ticket holder directly. We can unfortunately not help you in any way with this.

· What are my rights in case of force majeure?
In case of force majeure (amongst others flooding, volcanic eruption, earthquake and such) Indonesian airlines are obliged to give a refund of 90% of the basic ticket amount if the passenger chooses to cancel the ticket upon notification of the force majeure. It will also be possible to rebook the ticket free of charge (once per force majeure) to a later flight, based upon availability and the end of the force majeure. The airline however is not responsible for additional costs arising from the force majeure, such as transport costs, meals, hotel nights and missed flights. This force majeure regulation came into effect in 'PM 185 2015', a ministerial decree that was signed on 30 november 2015.

· can I refund my promo-class ticket with the Lion Air Group?
NO! Starting September 1, 2015 the airlines in the Lion Air Group (Lion Air, Batik Air and Wings Air) strictly enforce the already existing regulation that promo-class tickets can't be refunded. All tickets issued in these classes (they are displayed as such in yur ticket) can NOT be exchanged for a partial refund anymore. Changes in travel date are still possible, but against a change fee.

 Questions about luggage

· What is my luggage allowance?
The weight of the luggage you are allowed to take, differs per airline, and sometimes even by the class you booked. Often, the maximum luggage allowance is printed in your e-ticket, sometimes in small print though. Below is a summary of the allowed weights:

 Airline Amount Remarks
 AirAsia 20 kg Overweight paid for following airline price list
 Batik Air Economy: 20 kg
Business: 30 kg
Overweight paid for by kilogram.
 Citilink 15 kg Overweight paid for by kilogram.
 Garuda Indonesia Economy: 20 kg
Executive 30 kg
Baby's: 10 kg
Overweight paid for by kilogram.
Extra allowance for Frequent Flyers
 KalStar 10 kg Overweight paid for by kilogram.
 Lion Air (JT flights) Economy: 20 kg
Business: 30 kg
Overweight paid for by kilogram.
 Wings Air (IW flights) 10 kg Overweight paid for by kilogram.
 Malindo Air 20 kg Overweight paid for by kilogram.
 Nam Air 20 kg Overweight paid for by kilogram.
 Sriwijaya Air 20 kg Overweight paid for by kilogram.
 Susi Air 10 kg Overweight paid for by kilogram.
 Thai Lion Air 20 kg Overweight paid for by kilogram.
 Trigana Air 15 kg Overweight paid for by kilogram.
 Xpress Air Boeing: 20 kg
Dornier: 10 kg
Overweight paid for by kilogram.

· Can I purchase extra allowance?
With exception of AirAsia it is not possible to purchase additional luggage allowance for flights with Indonesian airlines.

· When do I pay for my overweight luggage?
Your overweight luggage will be calculated upon checkin and will be payable only then. Please note that not all airports/airlines have credit or debit card facilities available, so bring enough local currency to pay for your overweight luggage in cash.

Is your question not on this page?
If you have a question that has not been answered on this page, please send us an email at ticketing@ticketindonesia.info. If you already have a booking number, please include this in your email.

 Easy payment
Pay safe and quick using credit card, Skrill or iDeal.



· Accepted forms of payment


 Information and T&C

 Our cheapest PROMO tickets