flight cancellation policy

The Garuda Indonesia cancellation policy allows you to cancel your flight ticket: 

  • Depending on your fare type and route
  • If your flight falls under the COVID-19 travel waiver
  • If your flight fails to stop at your destination or causes you to miss a connecting flight on which you hold a confirmed reservation 

Overview of Garuda Indonesia Flight Cancellation Policy

An overview of the Garuda Indonesia cancellation policy is provided below.

  • Cancellation policy based on fare type 
    • On domestic routes, the cancellation policy is as follows:
      • Economy Special Promotion fares cannot be cancelled.
      • Economy Promotion fares can be cancelled before departure for a fee.
      • Economy Affordable, Economy Flexible, Business Promotion, and Business Flexible fares can be cancelled before departure for a fee.
    • On international routes, the cancellation policy is as follows:
      • Economy Promotion fares cannot be cancelled.
      • Economy Affordable, Economy Flexible, Business Promotion, and Business Flexible fares can be cancelled before departure for a fee. Post-departure cancellations will incur a No-Show fee.
  • Garuda Indonesia’s COVID-19 travel waivers for flights to/from/via Australia and New Zealand allow you to cancel your flight ticket and claim a refund in the form of a Travel Voucher. But if your fare conditions permit, you may be entitled to a refund to your original form of payment, minus the applicable cancellation fee. If you qualify for this travel waiver, you can redeem your ticket by December 31, 2022, and travel anytime up to December 31, 2023. This travel waiver applies to:
    • Tickets to/from/via Sydney and Perth issued on/before December 8, 2020, with a travel date between January 24, 2020, and June 10, 2021.
    • Tickets to/from/via Melbourne issued on/before February 12, 2021, with a travel date between January 24, 2020, and June 10, 2021.

Note

  • You may still be entitled to a refund to your original form of payment (with the applicable cancellation fee) if your fare conditions permit.
  • Travel Vouchers are non-refundable after issue. 
  • Travel Vouchers can be redeemed for another person, subject to a power of attorney/statutory declaration and valid ID at the time of ticketing.
  • Travel Vouchers can be used to purchase tickets and ancillary products such as seats and baggage.
  • Travel Vouchers issued before June 30, 2021, or December 31, 2021, can be used to redeem a ticket with a new travel date if you complete your travel by December 31, 2023.     
  • Black-out dates apply to:
  • Outbound flights (ex-Australia/Indonesia) between December 15, 2021, and January 8, 2022, April 22, 2022, and April 30, 2022, December 17, 2022, and January 5, 2023, April 14, 2023, and April 20, 2023, and December 15, 2023, and December 31, 2023.
  • Inbound flights (ex-Australia/Indonesia) between December 20, 2021, and January 15, 2022, May 1, 2022, and May 8, 2022, December 25, 2022, and January 15, 2023, April 21, 2023, and May 1, 2023, and December 25, 2023, and January 7, 2024.
  • You can apply for a refund by phone, live chat, or online via the Refund Form.
  • Garuda Indonesia’s COVID-19 travel waivers for other international routes and domestic/interline/codeshare flights except for the Middle East and Africa allow you to cancel your ticket and claim a refund in the form of a Travel Voucher. You can exchange such vouchers for a Garuda Indonesia ticket for travel until December 31, 2023, as long as you redeem your Travel Voucher by December 31, 2022. This COVID-19 travel waiver applies to: 
    • Domestic flight tickets issued: 
      • Until February 28, 2021, with a travel date between January 9, 2021, until further notice. A No-Show fee will not apply to such tickets.
      • Until May 31, 2020, with a travel date between January 24 – June 30, 2020 (subject to a No-Show fee).
    • Domestic and connecting flight tickets with international routes issued until April 15, 2021, with a travel date between May 6 – 17, 2021. A No-Show fee will not apply to such tickets.
    • Domestic flight tickets to/from Jakarta, Yogyakarta, Bandung, Semarang, Surabaya, Solo, Malang, Banyuwangi (incl. flights connecting with international routes) issued until July 5, 2021, with a travel date between July 3 – 20, 2021 (subject to a no-show fee). 
    • Domestic flight tickets to/from Denpasar (incl. flights connecting with international routes) issued until July 2021, with a travel date between June 28 – July 20, 2021 (subject to a no-show fee).
    • International flight tickets to Indonesia (direct/with transit/interline flights) issued until February 28, 2021, with a travel date between December 28, 2020 until further notice. A No-Show fee will not apply to such tickets.
    • International flight tickets from Indonesia (except flights to the Middle East, incl. interline flights) issued until April 23, 2020, with a travel date between January 24, 2020, and March 31, 2021 (subject to a no-show fee).

Note

  • If a No-Show fee does not apply to your ticket (above), your ticket/Travel Voucher will still be valid if you don’t show up for your flight. However, you must redeem it by December 31, 2022, and travel no later than December 31, 2023.
  • If a No-Show fee applies to your ticket, you must cancel your ticket before departure or you will be charged a No-Show fee of USD 100 per ticket.
  • If your ticket does not meet any of the above criteria, you can cancel per the fare conditions that apply to your ticket. 
  • If your flight includes a combination of domestic and international routes and does not meet the above criteria, the international flight cancellation conditions will apply to your ticket. 
  • You also have the option to: 
    • Reschedule your flight without any additional charges until December 31, 2023, as long as it is within the same route and cabin class.
    • Reroute your flight without any additional charges as long as the new flight is of an equal or lower value.
  • If you’re not sure of your new travel date, you can extend the validity of your ticket till December 31, 2023. 
  • If your ticket does not into any of the above criteria, your Travel Voucher will be based on the applicable amount (after deducting the refund fee and No-Show fee, if any).
  • You can apply for a refund by phone at (open 24/7) or a call center in your city, any Garuda Indonesia sales office, live chat (open 24/7), or the Fly Garuda App.
  • If you have any questions or need assistance, Call us or contact customer@garuda-indonesia.com. 
  • You can use your Travel Voucher to redeem all flights operated by Garuda Indonesia (except to/from the Middle East) to buy tickets and other products (seats, baggage, etc.) except on-board and on-ground products.
  • If your Garuda Indonesia flight fails to stop at your destination or causes you to miss a connecting flight on which you hold a confirmed reservation, you have the option to:
    • Ask for a refund 
    • Take the next available flight to your destination without additional charge
    • Extend the validity of your ticket
    • Reroute you to your destination within a reasonable period—by air (via Garuda Indonesia or another airline) or road transportation without additional charge. If the new fare is lower, the fare difference will be refunded to you.

Garuda Indonesia Refund Policy

  • Garuda Indonesia will refund your ticket or any unused portion of your ticket per the rules and regulations of the Indonesian government’s Ministry of Transportation Regulation Republic Number PM 185 Year 2015 (PM185/2015) as follows:
    1. To the person named on the ticket. 
    2. The person who has paid for the ticket, subject to proof of payment.
    3. If a passenger has not paid for his/her ticket and the ticket and the ticket indicates a refund restriction, the refund will only be made to the person who paid for the ticket or their order account. 
    4. Refunds will only be made after a passenger returns the ticket and unused flight coupon(s). 
  • Involuntary Refunds

If Garuda Indonesia cancels your flight, fails to operate it reasonably per schedule, causes you to miss a connecting flight on which you hold a confirmed booking, or fails to stop at your destination, the amount of the refund will be:

  1. Equal to the fare paid by you if no portion of your ticket has been used. 
  2. No less than the difference between the fare paid and the applicable fare for travel between the points for which your ticket has been used if a portion of your ticket has been used. 
  3. Subject to a 20% deduction as administration fee in case of force majeure situations such as Acts of God, etc.

Voluntary Refunds

  • You may be entitled to a refund if you’re unable to travel due to illness and can verify it with a doctor’s certificate, or if your immediate family member dies (such as mother, father, sister, brother, wife, husband, child) and you can produce a death certificate.
    1. If you qualify for a refund for reasons other than those mentioned above, the amount of refund will be as follows:
      1. For international flights
        1. If no portion of your ticket has been used, an amount equal to the fare paid by you—minus the applicable service charges/cancellation fees. 
        2. If a portion of your ticket has been used, an amount equal to the difference between the fare you paid and the applicable travel fare between the points for which your ticket has been used—minus the applicable service charges/cancellation fees. 
      2. For domestic flights
        For domestic flights, the amount of refund will be per the table below:
Time Kelas
J / C / D / I/ Y
Kelas
B / M / K
Kelas
N / Q / T
Kelas
V / S / H
Kelas
L
≥ 72 hours before departure 10% of the base fare25% of the base fare25% of the base fare25% of the base fare25% of the base fare
24 to < 72 hours before departure10% of the base fare25% of the base fare35% of the base fare50% of the base fare50% of the base fare
2 to < 24 hours before departure20% of the base fare30% of the base fare50% of the base fare60% of the base fare70% of the base fare
< 2 hours before departure 30% of the base fare35% of the base fare60% of the base fare70% of the base fare80% of the base fare
  1. Tickets purchased by cash are typically refunded within 15 business days of the submission of the refund application. Tickets purchased by credit/debit card are typically issued within 30 business days after you submit your application.
  2. Refunds will be subject to the rules, regulations, and laws of the country in which you purchased your ticket and the country in which your refund is made. 
  3. Refunds will be made (in most cases) in the currency in which you purchased the ticket (or in another currency per the airline’s regulations). 
  4. Voluntary refunds will be made by the airline that issued the ticket or by Garuda Indonesia’s authorized agent. 
  5. Refunds applications submitted after the expiry of the refund period (below) will not be entertained. 
    1. Domestic tickets will not be refunded if the refund application is made after 30 days of the ticket’s expiry date. 
    2. International tickets will not be refunded if the refund application is made after 1 year of the ticket’s expiry date. 

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