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 continue to follow up until the refund process from the airline is complete.

Special Protocol

Before you travel, make sure you have checked and prepared travel requirements, such as a COVID-19 free certificate & quarantine rules at origin, transit/connection, and destination.

Terms and Documents

The following is information on the terms and documents needed before traveling:

• The passenger does not have a positive history of COVID-19.
• Chinese Visa (please confirm again with the China Embassy that the visa is valid and up-to-date)
• Perform 2 times PCR Test and Serology Test which must be done in the location that has been determined by Xiamen Airlines.
• After getting the test results, passengers are required to fill in the Health Declaration Code one day prior to departure to enter China. It takes about 1-12 hours of verification time to get the barcode. While the E-Health Code is filled in after getting the boarding pass during check-in. Follow the guide to fill in the barcode according to the following link or send it via WeChat: xiamenairjakarta.
• For further information regarding the entire departure procedure, please read the "Pre-Departure Procedure" point below or contact WeChat: xiamenairjakarta.

Refund

Refunds can be submitted without a refund fee (full refund) if the passenger is declared positive or reactive for COVID-19. Apart from this reason, refunds will still apply to normal regulations.

Reschedule

• Reschedule request in form of submission
• Fare differences and other additional charges (e.g. applicable taxes) will apply
• Rescheduling conditions are subject to each airline's policies and availability

Reroute

• Changes on route(s) are not allowed
• Reroute conditions are subject to each airline's policies and availability

Pre-Departure Procedure 

1. Pre-Quarantine PCR Test

Saturday, Five days before departure passenger shall participate pre-quarantine PCR nucleic acid test with the following detail:

• Test location: SOS MEDIKA Klinik Cipete
• Test schedule: Saturday, 06:00 - 11:00 AM (5 days before departure)
• Test address: Jl. Puri Sakti No. 10 Cipete, Jakarta
• Test item: 1x PCR nucleic acid test
• Test agency: SOS MEDIKA (Passenger shall make appointment to the test agency themself)
• Test reagent: Daan Reagent

Before taking the test, please send photo of passport (front page), phone number, PCR testing date, and personal email address to WhatsApp 081113308954 or email to cipete.pro@sosmedika.id. Passengers are required to complete the payment one day before the test date. Test result will be sent to reservation email and WeChat group.

2. Jakarta Quarantine Hotel Information

The next day, on Sunday, passengers with qualified test results are required to participate in quarantine at the designated hotel and will be monitored 24 hours by the hotel. 

• Isolation hotel: Swissotel Jakarta PIK Avenue - 7th floor lobby
• Check-in hotel: Saturday, 16:00 - 22:00 PM (4 days before departure)
• Hotel address: Jalan Pantai Indah Kapuk Kamal Muara Penjaringan - PIK, Jakarta Utara
• Room charge: IDR 3,800,000 for 4 days

Room rate includes 3x meals every day, mineral water, and Bus to Airport on departure date. Hotel is arranged and booked by Xiamen Airlines. Therefore, passengers do not need to book or pay in advance. Please only make payment after receiving qualified PCR Test results.

3. First PCR Nucleic Acid Test

Tuesday, two days before departure. Passengers staying at the quarantine hotel are required to participate in this test. This is a mandatory test as the results will be used to apply Health Code.

• Test location: Swissotel Jakarta PIK Avenue (Inside quarantine hotel) - 7th parking floor
• Test schedule: Tuesday, 13:00 - 17:00 AM (2 days before departure)
• Test address: Jalan Pantai Indah Kapuk Kamal Muara Penjaringan - PIK, Jakarta Utara
• Test item: 2x PCR nucleic acid test
• Test agency: Medistra Hospital & Mayapada Hospital
• Test reagent: Medistra Hospital = Sansure Reagent, Mayapada Hospital = Vazyme Reagent

Test results will be sent to the reservation email and WeChat group. Tests are arranged by Airlines and passengers do not need to reserve in advance. Please pay a maximum of one day before the test.

4. Second PCR Nucleic Acid Test

Wednesday, a day before departure every passenger who passed the earlier test is required to participate in this last test. This additional test is required by Xiamen Airlines to ensure passenger safety, and not for applying Health Code. If the test result is Negative, passengers are allowed to go to the airport. Otherwise, passengers with Positive results will be denied boarding.

• Test location: Swissotel Jakarta PIK Avenue (please wait in the quarantine room, no need to go out)
• Test schedule: Wednesday, 07:00 - 09:00 AM (a day before departure)
• Test item: 1x PCR nucleic acid test
• Test agency: Medistra Hospital 
• Test reagent: Daan Reagent

The test result will be sent to the reservation email and WeChat group. Test is arranged by Airlines and passengers do not need to reserve in advance. Please pay a maximum of one day before the test.

Important Reminder: Every PCR nucleic acid test must be done under Xiamen Airlines' staff supervision at the designated time and place stated above, PCR test done at other places will not be recognized. Every PCR nucleic acid test are using high sensitive reagents and if there is one result that is positive, the passenger will be denied boarding. Besides, the hotel room used by positive passengers needs to be entirely disinfected and cannot be occupied by other passengers, therefore the remaining quarantine room fees of positive passengers cannot be refunded. 

5. Fuzhou Quarantine Hotel Information

Quarantine in Fuzhou is arranged by the Fuzhou government and the hotel cannot be selected in advance. Details of quarantine information at Fuzhou hotel:

• The number of guests: 1 adult in every room. An adult can only bring 1 child under 12 years old. 
• Quarantine deposit fee: IDR 7,200,000 (Include 3x meals, an infant under 2 years old is free of charge)

Fuzhou Quarantine hotel invoice will be settled upon check out according to the actual use of room and services. Deposit payment must be completed a maximum of one day before boarding. Please make sure whether you have paid for the deposit to avoid double payment. 

Clean Protocol

In order to ensure the safety of epidemic prevention, passengers are required to wear N95 masks, disposable gloves or medical gloves, masks (or goggles), and are encouraged to wear protective clothing (hazmat). Please prepare in advance before staying at the quarantine hotel.

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 Alertness Form of Bali Province - Required for passengers to leave or enter Bali.

Entry Permit

Jakarta Exit Entry Permit - Required for passengers to leave or enter Jakarta. Valid for 7 days since issuance.

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.