Airlines Ticketing Guidelines and Policy

This section contains information regarding airline policies and regulations of flight tickets issued by airlines. You can check the terms and conditions for flying, as well as detailed information about refund, reschedule, or reroute policies. The information listed on this page is for reference only and can be changed at any time by the airline without prior notice. We will continue to provide the most updated information. However, t-mates still need to find out as much detail as possible about the policies of the airline before purchasing flight tickets, scheduling your flights, and so on.

COVID-19 Infopage Terms & Conditions

The occurrence of the COVID-19 pandemic in various parts of the world has caused concern and attention, including the government and tourism businesses. As an online travel agent who wants to always prioritize t-mates needs and safety, tiket.com provides information related to the COVID-19 pandemic, area restrictions, travel regulations, etc. through this infopage taken from a variety of trusted sources.

The information on this infopage is made only for reference and cannot be used as a full reference for traveling or purchasing products. t-mates are advised to do information search from sources made by the relevant authorities as well as carrying out the recommended health protocols and check COVID-19 status in the destination.

Additionally, regulations or terms related to tiket.com products purchased may be different from what is written on this infopage, because it refers to the policies of each provider and/or may change at any time without prior notice. This infopage only provides general information for the benefit of the reader and is not made to fulfill requests or interests of certain parties.

This infopage will continue to be updated by tiket.com. t-mates are advised to visit tiket.com application from time to time to be aware of such updates.

tiket.com is the sole proprietary for any information contained in this COVID-19 Infopage, therefore any use in general by any third party for whatsoever reason must obtain prior written approval from tiket.com.

General Requirement

Important

The terms and conditions informed on this page are fluctuative and are subject to change without prior notice.

The applicable policy will still follow the airline regulations when the request is submitted.

Due to the COVID-19 situation around the world, requests for airline passenger funds have increased significantly. Fund processing takes longer than usual.

tiket.com will do everything to speed up the process. We will continue to follow up until the refud process from the airline is complete.

Special Protocol

Before traveling, make sure you have prepared documents or filled out forms at either the departure airport or the destination airport (if any). For complete information, please click here.

Refund

Refunds for Citilink are in accordance with the airline's regulations as follow:

• For departure dates after 30 June 2020, normal regulatory refunds in cash apply except mentioned on the table below.
• Refund submission must be made before your initial travel date. 
• Vouchers will be given in the form of a voucher code that will be sent by tiket.com to passengers through the registered email address.
• Vouchers can be used to purchase Citilink tickets on a free route, and the departure date starts from 1 June 2020 to 20 July 2021.
• Vouchers can be redeemed (used) at the Citilink sales office or on the Citilink website.
• Vouchers are transferable and can be used for other passengers who are not the passengers on the previous reservation.
• If the price of a new ticket is higher than the value of the voucher given, then the price difference must be paid by the passenger. If the price of a new ticket is lower than the given voucher, the remaining balance in the voucher can be used to purchase another ticket multiple times until the balance or validity period ends.
• Voucher value can be checked on the Citilink website.

Reschedule

• Reschedule/change fee will be waived only for the flights mentioned on the table below
• Fare differences and other additional charges (e.g. applicable taxes) will apply
• Rescheduling conditions are subject to each airline policies and availability

Reroute

• Reroute / change fee will be waived
• Fare differences and other additional charges (e.g. applicable taxes) will apply
• If the reroute ticket price is greater than the initial flight, the price difference will be paid by the passenger. If the ticket price is lower than the initial flight, then the price difference will not be given to the passenger.
• Reroute conditions are subject to each airline policies and availability

Clean Protocol

Mask Before the flight, while on the plane until landing and on arrival and exit from the airport.

PCR Or Rapid Test

Proof of health test (Rapid Test, PCR Test and or medical certificate) The validity period follows the health documents used.

Health Certificate

Travel Declaration Form During COVID-19 Spreading Prevention in Indonesia)

Entry Permit

Jakarta Exit Entry Permit - Required for passengers to leave or enter Jakarta. Valid for 7 days since issuance. Health Alertness Form of Bali Province - Required for passengers to leave or enter Bali.

Travel Document

ID Card - ID card or other valid ID. Electronic Health Alert Card (e-HAC) - A card that serves as a media extension (communication, information, and education) for the perpetrators of the trip or crew. Peduli Lindungi application An official application from the government downloadable from Google Play Store / Apple App Store