FAQ

Tickets

How to book Citilink tickets? Airline tickets can be booked online at www.citilink.co.id, Citilink mobile apps, and through a call center in 0804-1-080808, sales office and travel agent nearby.

How to pay for the tickets after booking the flight tickets?

Payment can be made in www.citilink.co.id, Citilink mobile application, Alfamart, Alfamidi, Alfaexpress, Indomaret, Carrefour, Indonesia Post Office, ATM, Sales Office Citilink and the nearest travel agent. For complete information click www.citilink.co.id/payment-channel

How to book tickets over the phone?

Booking tickets by phone at number 0804-1-080808. Our call center team will help you to reserve your tickets and then you can make a payment.

What is the price of airline tickets Citilink to date xx from the city yy zz to?

For more information on flight prices, you can visit our website. This information is not available on social media accounts, prices can change at any time following the availability of airline seats.

Why do prices vary from time to time?

Ticket prices may change depending on the availability of the airline seats. We recommend you to immediately book the tickets before the prices change.

How long before the flight, I can book and buy tickets on www.citilink.co.id?

Flights that you order should be 2 hours after you purchase your tickets at www.citilink.co.id. If one of your departing flights is less than 2 hours then visit Citilink ticketing office at the nearest airport.

How many passengers can I book in one reservation?

Above 9 passengers can be booked in one reservation. For a larger number of passengers, please contact groupdesk@citilink.co.id.

Where is the exact location of Citilink Sales Office at Soekarno Hatta International Airport?

We are in the terminal 1C.

Can I book a ticket for a connecting flight?

Yes, you can buy a ticket for a connecting flight by selecting a city of origin and destination cities in the flight search box. The system will automatically search for the connecting flight to the city of origin and final destination and the system will give you the option of flying.

Is Citilink ticket is included with airport tax?

Yes, Citilink ticket is included with airport tax.

Is it possible to order food through www.citilink.co.id?

Currently you have not been able to buy food through the website yet, but you can still buy food on the plane during flight.

What are a IWJR, PSC and Surcharge?

• IWJR is a cost of Jasa Raharja insurance services, which shall be paid by the passenger, and his funds will go to Jasa Raharja Company, and it is excluded of the ticket price.
• PSC or Passenger Service Charge is the Airport tax, which is usually paid at the airport and the funds will go to Angkasa Pura Company, but currently for Citilink flights, the cost of PSC will be collected through Citilink and eventually to be paid to Angkasa Pura.

• Surcharge is an additional fee that is set by the government, on rising fuel prices that is triggered by weak IDR against the dollar. Surcharge is the Rule of Ministry of Transport (MoT) of the Republic of Indonesia (RI) 2 2014 on the amount Surcharge Rates Economy Class Passengers on Domestic Scheduled Commercial Air Transport which was socialized February 26th, 2014. 

Can I book a ticket for my son or daughter who will travel unaccompanied?

No, at this moment Citilink does not have the facilities for unaccompanied children flight

Is the child ticket purchase will get a special price?

Yes, ticket purchases for children (under 12 years) will get discounted tickets by 25%

Does the purchase of tickets to elderly passengers (60 years and above) will get a special price?

No, elderly passengers will be charged the normal price

Destination

Where can I see the latest Citilink flight schedule? For now, Citilink serves 24 domestic routes. For more information visit our website or click www.citilink.co.id/route-map for our flight route.

In what city can Citilink fly?

Please see the cities that are availabe at Citilink homepage through the flight search box.

Why I can not find the flight that I want?

This happens for several reasons:

• The route you are requesting does not fly in daily basis.
• Seats may not be available.
• We have two airports in Jakarta, the route operates from Halim (HLP) or Soekarno Hatta (CGK). Please re-check your route, wheter Citilink fly from the two airports in the flight search box. 

Payment

Is it safe to pay by credit card and mobile apps at www.citilink.co.id?

Yes, your credit card information secure by using advanced web technology that is SSL (Secure Socket Layer) to protect information that is personal. SSL is an technology industry standard that is supported by Internet Explorer, Netscape, Safari, Firefox and other web browsers. Citilink use SSL to encrypt the data on your credit card that can not be read by others.

Can I book a ticket and pay for tickets using my friend's credit card and he or she does not participate in the flight?

Yes, of course. However, you must bring and show a photocopy of the credit card and a valid ID card upon check in at the airport counter.

What is the Card Security Code (CCV)?

Card security code is a 3 or 4 digit code which provides additional protection against credit card fraud. By requesting the card security code, we validate the online reservation by customers in possession of a credit or debit card and the account is valid.

Where can I see the security code?

VISA and Mastercard: Look at the back of the card in the signature panel. You will see the 3-digit code after the entire 16-digit credit card number or just the last 4 digits of your credit card numbers. This 3-digit code is the code of your card security code.

Will Citilink keep my security code?

No. Validation will be performed in front and the code will not be stored.

I do not have a credit or debit card. Will I still be able to book tickets through www.citilink.co.id and mobile apps?

Yes, Citilink provides an opportunity to pay cash at Alfamart Group, Indomaret, Carrefour, Post Office and Citilink Sales Office.

How to pay Citilink ticket in cash at store, post office, and Citilink Sales Office?

Please bring alphanumeric PNR (booking code number) and pay at the nearest payment points, tell the clerk that you want to pay a reservation Citilink with your PNR. You will get a receipt for the payment of your PNR and you can replace it with an e-ticket at the airport. You can also manage your bookings on our website after making the payment and print an e-ticket.

How do I pay the reservation by BNI ATM, Mandiri ATM, BCA ATM, Bersama ATM and other ATM channels?

Please bring your numerical confirmation number to the closest ATM. For further information about payment via ATM, please follow the instructions here http://www.citilink.co.id/payment-channel 

What should I do if I booked a ticket but can not make a payment?

Payment deadline is 2x48 hours from the time you place an order. The deadline depends on your order and the date of departure, time limit information will be displayed at the end of the booking process. Please make sure that you do not pass the time limit. If your order is expired, then you must repeat the booking process.

How do I find and pay for my order at a later time?

You can pick up your order at a later date by selecting "Check My Booking" from the navigation bar at the top of the page, you need to fill existing PNR (booking code), passenger last name and email. If you forgot PNR applicable, you can contact our call center and ask them to look for your reservation with the passenger's name, flight and departure dates.

Manage Booking

Can I cancel my flight and refund my money?

No, you can not cancel your flight and refund your money. We only give you the option to re-schedule. Please contact the call center to reschedule your flight. *we charged an administrative fee*

If I can not make the travel with Citilink, whether the ticket can be refund?

No, Citilink refund process can only be due to; Flight cancellations by the Citilink, delay, double booking, double payment, sick passenger (attach a letter from the doctor or the hospital).

Can I change my reservation after I make a payment?

Yes, you can change your flight schedule (reschedule) no later than 48 hours prior to departure in the menu Manage My Booking after payment or contact our call center. Please note that changes will be charged an extra payment. 

Can I change my reservation at www.citilink.co.id?

Yes, you can make changes (rescheduling, contact details, seat selection) for a reservation at least 48 hours before departure at the menu Check My Booking after finding your PNR, and changes can be completed by contacting our call center. Please note that changes will be charged extra feen

How do I change my departure date? How much additional cost should I pay?

You can fly, but your departure changes depending on availability of seats in your new flight. The administrative fee is IDR 100.000,- per ticket, plus additional costs for the difference between the original ticket and the new ticket price (if there are differences in prices).

Can I change the passenger name after making the payment?

Yes. You can change the passenger name on the ticket. The administrative fee is IDR 300.000- 500.000 per name. You can contact the call center to correct the name on the ticket.

How will Citilink tell me if my flight schedule changed?

Your flight details are subject to change without notice, and Citilink will attempt to contact you if there is a change. Please ensure that all details (email and phone number) that is given to citilink is true, to contact you if necessary. Please login to check if all details are correct after you receive the confirmation, especially on the part of the name in the email confirmation or ticket is true, and in accordance with the name on your passport or identity photo  

How do I find and pay for my order at a later time?

You can pick up your order at a later date by selecting "Check My Booking" from the navigation bar at the top of the page, you need to fill existing PNR (booking code), passenger last name and email. If you forgot PNR applicable, you can contact our call center and ask them to look for your reservation with the passenger's name, flight and departure date.

Seats

Where can I see and choose seats on the plane?

Map of seats on the flight will be displayed during the booking process (step 3)

How do I choose a seat?

Choose your seat on the seat map. The number of elected seats and seat selection fee will appear in the box. If you do not want to choose a seat, just leave the box empty by not choose any seat on the seat map. The cost of the selection of seats will depend on the seat you've selected, ranging from IDR 30,000 - IDR 110,000.

What does it mean by "Green Seat"?

Green seat is a seat which is in the order/line number 1-5. Passengers can buy green seat by seat sale price of each row/lines:

• Row 1       IDR  110.000
• Row 2 – 5 IDR    85.000

Selected seat Row 1 to Row 5 is marked by headrests cover in green color.

Can I choose a seat at check-in counter?

Yes, you can choose a seat at check-in counters. The prices are chosen depend on the seat you choose, ranging from IDR 30,000 - Rp 110,000

Is there an additional charge for seat selection?

Please see here http://www.citilink.co.id/fees

Insurance

What is Citilink Shield?

Citilink Shield is a travel insurance for Citilink passengers. Details about Citilink can be seen here sini 

How do I change the date of birth on my flight insurance?

Please contact the call center at 021-52914800 Citilink Shield AIG or Call Center Citilink on 08041080808 to change the date of birth on the flight insurance.

Departure Process

When will the check in counter and the luggage checking open?

2 hours before departure. 

When will the check-in counter and the luggage checking closed?

Exactly 30 minutes before departure.

When should I wait in the waiting or boarding room?

You shall be waiting room 40 minutes prior to scheduled departure (shown on the boarding pass)

Is there a time limit for check-in?

Check-in counters open 2 hours before departure and will be closed 30 minutes before departure time. You have to buy a new ticket if you do not do the check in 30 minutes before departure time. Web check-in and mobile check-in takes 7 days to 45 minutes before departure time.

What documents are required in the check-in process and to enter the airport?

To enter the airport and for the purposes of check-in, you must show the Electronic Ticket along by a photo attached letter identification issued by the government, such as passports, identity cards or ID cards Indonesia.

If passengers do not have an identity card (KTP), what document should be brought?

For passengers who do not have identity cards (ID cards) can be replaced by a student card, driver's license, a copy of a letter from the families and the local neighborhood

What should be taken for babies check-in?

For babies check-in, please bring a copy of the baby's birth certificate. If the baby has not had a birth certificate, it can be replaced by birth certificate from the hospital.

What happens if I refuse the embarkation?

We will not accept any person to enter, or boar onto the aircraft when we have reason to suspect a person under the influence of alcohol or drugs for the aspect of safety on board.

We will not allow the passengers who misbehave because it would endanger other passengers and provide uncomfortable aspects for other passengers.

We support the decision taken by our land officer if there are passengers who are not allowed to enter or board onto the plane because the passenger consuming alcohol, drugs and other substances, such as the above circumstances.

The terms for the Passengers

What are the conditions for pregnant women so they can fly?

The passengers that are pregnant are obliged to tell us the condition of the pregnancy and fly with us must meet the following requirements:

• Pregnancy up to 27 weeks (inclusive): Passengers must sign a Limited Liability Statement Citilink at the time of check-in to liberate Citilink from liability that arising from that.
• The pregnancy between 28 weeks and 34 weeks (inclusive):
• Passengers are required to submit an approved medical certificate that is confirming gestational age of the pregnancy and that the passenger is fit to travel. This certificate is a date not more than 30 days from the date of outbound or inbound flight departure scheduled, as is usually the case.
• Passengers must sign a limited liability statement Citilink at the time of check-in to liberate Citilink from liability arising from it.
• Pregnancy of 35 weeks upwards: Passengers are not allowed to fly with us.

What are the requirements for the infant to fly?

We have the right not to carry infants aged six (6) days or less. 

We may be willing to carry the baby in such age when the cariage is done with a formal written letter from the doctor and after the parents of a baby sign a Statement of Limited Responsibility.

To prevent hypoxia conditions and the possibility of other diseases, we are not allowed to bring infants aged less than 3 weeks to fly with us, with the the possibility that we can accept it if accompanied by a formal written letter from a doctor, and after the parents of a baby sign a declaration of responsibility.

Bring new born baby?

Receive new born baby

1. Infants under the age of 7 days is not recommended for travel in the air
2. Infants aged 7 days to 2 years
   

   Acceptable

3. Premature babies

Premature infants should be considered as MEDA (Medical Cases) and handled as Passengers requiring special handling or requests exceeds other passengers.

Bring infant?

Infant under 2 years is acceptable for air travel by following the following conditions:

• Infant must be accompanied by a companion who buys airline tickets.
• The companion must travel with the same plane, in the same class, and the same destination with the Infant.
• The infant must be accompanied by an adult companion who can and are able to take full responsibility for dealing with infant 

The different between adults, children, and infant?

• Passengers are considered as adults aged 12 years old and above
• Passengers who are considered as children aged from 2 - 12 years old
• Passengers are considered as infant under the age of 2 years old

Is there a fee to be paid when carrying stroller (baby stroller) or a wheel chair?

For customers with diffabilities (incapacitate Passenger) who uses or carries push chair (wheel chair) and a mother carrying baby prams (baby stroller), freed from the charge transport for their wheel chair and baby carriage, if inserted into the aircraft baggage as registered baggage (checked baggage)

The provisions of the Passengers

Are smoking allowed in Citilink flights?

No, Citilink flight is a smoke-free flight

Is it possible to buy Green Seat when in flight?

Yes, purchasing green seat can be done wihle in flight, by considering the existing price conditions.

Does Citilink sell food and drinks during the flight?

Citilink sells variety of food, starting from snacks to main course (whilst stock lasts)

Can we shop by a credit card?

For the time being the payment by credit card is only valid for the purchase of merchandise, for other spending can only be paid by cash.

Is it permissible to use electronic devices during the flight?

Electronic equipment that can interfere with aircraft navigation when taking off and landing should be turned off.

Does Citilink provide a pillow and blanket while flying?

Citilink does not provide pillows and blankets during the flight.

Is the plane window should open and back of the chair must be upheld during take off and landing?

For the safety of passengers, the entire window to be opened and the back of the chair must be upheld.

Can we ask for hot water to make baby formula?

Yes, you can.

Does Citilink provide milk and diapers for the baby?

No, it does not.

Is it allowed to record the activity of cabin crew during the flight?

When flying, to avoid unwanted things it is prohibited to record the crew activities in the aircraft related to the use of electronic devices.

What should I do if I sit in an emergency seat?

If you occupy a seat near the emergency exit, you will be prompted to open the emergency door and assist the flight crew when the aircraft in danger.

Silahkan minta pindah tempat duduk, jika anda :

• Have physical limitations that may not be visible but will inhibit any time if needed to help.
• You feel some limitations in: strength, motion, skills on both hands and feet, or balance problems while opening the door to help the crew.
• You feel that you are unable to reach the emergency door, opened it and out quickly.
• Convinced that physical activity to open the doors will cause you injury.
• Have a hearing imparement that you may not hear the command crew.
• Has limited vision or do not understand the instructions referred to in this card.
• Have other responsibilities (eg; keep the little ones) that will inhibit in helping the crew
• Aged less than 15 years old.
• Currently not willing to help.

• Not being able to give orders to other passengers

The provisions of the Passengers

What is the limit for Citilink passenger baggage?

I left my stuff at the airport of departure. How do I contact Citilink lost and found department?

For Soekarno-Hatta Airport, please call 021-55913952 for domestic departures.

For other destinations please contact our Call Center at number 0804 1 08 08 08, or direct contact Goods Lost section (Lost & Found) at the arrival terminal.

On arrival at the arrival terminal, please immediately report the loss/damage of your luggage to Lost & Found section so the PIR (Property Irregularity report) can be made immediately to be inputted into our baggage tracing system for investigation.

We remind all Citilink passengers not to put valuables items in checked bags before the goods are entered into the check-in baggage. Because we are not responsible in the case of loss of valuables are stored in the baggage. (Information is provided in every check-in counter in the form of signage).  

If I do not make lost statements at the arrival terminal, and do the report after I got home, what should I do?

If you want to make a claim on the checked baggage that is lost or damaged and you just report the claim after leaving the baggage claim area in the arrival terminal or airport, or after you get home, then you can not make a claim. (The report can not be used as evidence of liability). 

What should I do if my luggage is damaged?

Before leaving the arrivals terminal, make sure your luggage is in good shape. If you find damage before leaving the arrivals terminal, make sure you make a report to the Lost and Found Department for domestic or international to get the evidence of Goods Damage Report (PIR). The Officers in Lost Section (Lost & Found) will repair your luggage immediately if it is still in the condition that can be corrected. If it is not able to be repaired then your luggage will be replaced with new ones. If your report is made after you leave the terminal. Our officers make statements instead of PIR. However this loss report documents can not be used as evidence of liability.

How many of the luggage that can I bring into the aircraft cabin?

You can only carry a handbag that measures 56cm x 36cm x maximum of 23cm and weigh no more than 7kg. In addition, you can take a toolbox cosmetics or laptop. Then the luggage should be enough to put under the seat in front of you or in the overhead compartment.

How many of the luggage can I bring into the checked baggage in baggage check in (free baggage allowance)?

The baggage that can be included into the checked baggage (checked in baggage) as the free baggage allowance is 20 kg (Domestic)/passenger.

And its dimensions must not exceed the size of 81 cm (H) x 119 cm (L) x 119cm (D) and if there is an excess baggage its weight can not be more than 32kg. (with excess baggage charge applicable).

What should I do if my luggage comes later?

Make sure you report to get the evidence report (PIR) from our officers in the Goods Lost section (Lost & Found) immediately.

The contents in my luggage which stored in checked baggage (checked in bagge) is lost, Can I make a claim and request a replacement to Citilink?

We are sorry that we can not provide replacement if any contents of checked baggage (checked in baggage) is missing. Because we've reminded all Citilink passengers not to save/store valuables/important documents in checked bags before the goods are put into the luggage check in. Because we are not responsible if there is a loss of valuables are stored in the luggage. (the info is available at every check-in counter in the form of signage). 

What will happen to my luggage when I have a connecting flight?

When you have a connecting flight your baggage will be carried over automatically to your final flight by reporting it to the officer at the counter when you check in at the place of your original departure that you have a connecting flight.

Bringing pets?

Not allowed

Bringing plants/folwers?

Not allowed

Bringing ballon?

Now allowed

Contact

How do I contact the communications department of Citilink? For media inquires, please contact corcomm@citilink.co.id. As for partnership kerjasama, please contact marcomm@citilink.co.id

Contact

Want to register as a travel agent? Please send an email to po@citilink.co.id to register as a travel agent