Terms of Use

Terms of Use

Conditions of website use

By accessing and using our website for any purpose of searching, referencing or booking, you acknowledge that you’re fully understanding and accepting, as well as agreeing not to violate our Terms and Conditions.

We recommend you to read the following terms and conditions carefully before purchasing our products. If you object to any of it please leave this website immediately.

Please also be noted that FlyGarudaIndonesia reserves the rights to cancel or terminate any booking if it’s in such case:

• (i) required by law.

• (ii) payment is not made in time.

• (iii) ticket availability issues.

• (iv) system errors or any technical problems that may cause us in processing customer’s request.

Acting as a travel agency, ticketing fee should be collected per passenger on each flight and ticket price is not the same with other websites.  

All information on this site is conducted and belongs to www.FlyGarudaIndonesia.com which should not be used, copied, changed or modified by any individual or organization. Failing of this condition shall be involved to law.

I. Baggage

1. Free Baggage Allowance

You may carry some baggage, free of charge, subject to Our Regulations, which are shown in our Passenger Ticket and Baggage Check. The free of charge Baggage must be subject to conditions and limitations in Our Regulations.

2. Excess Baggage

You will be required to pay a charge for the carriage of Baggage in excess of the free Baggage allowance. The payment terms are shown in Our Regulations.

3. Items unacceptable as Baggage

You must not include in your Baggage:

- Items, which are reasonably, considered by us to be unsuitable for carriage because they are dangerous, unsafe or because of their weight, size, shape or character.

- Firearms, ammunition and support instruments are prohibited from carriage as Baggage unless having acceptance from the authority. Explosives, explosive materials, flammable substances, items, which can be used as threatening weapons, and other dangerous substances may only be accepted as Checked Baggage, subject to Our Regulations. For safety reason, cartridges must be taken out from the guns. Cartridges must be suitably packed. Carriage of the firearms, ammunition and support instrument is subject to Our Regulations and those of ICAO, IATA, Airport Authorities.

- You are prohibited from including in your Checked Baggage, fragile or perishable items (fresh and perishable foodstuff…), artwork, cameras, money, jeweler, precious metals, silverware, computers, electronic devices, securities or other valuables, negotiable papers, contract, business documents, samples, passports and other identification documents, other valuable items.

- If, despite being prohibited, any items specified in Articles 3 are included in your Baggage, we shall not be responsible for any Damage to such items.

4. Right to refuse carriage

We may refuse to carry as Baggage the items described in Article 3, and we may refuse further carriage of any such items upon discovery that it is included in your Baggage. Unless advance arrangements for its carriage have been made with us, we may carry on later flights Baggage, which is in excess of the applicable free allowance. We may refuse to accept Baggage as Checked Baggage unless it is properly and securely packed in suitcases and suitable containers to ensure safe carriage with ordinary care in handling.

Important Note

We shall not check through Baggage for other Carriers where we do not have an interline agreement with them. Therefore, where you intend to arrive at an airport on another Carrier’s flight in order to connect with one of our flights or you intend to arrive at the airport on one of our flights in order to connect with another Carrier’s flight you must check in advance whether we have an interline agreement with them. If we do not, you are responsible for clearing your Baggage and having it checked-in and re-tagged for the next flight. In such circumstances, we are not liable for any Damage to you and to your Baggage.

5. Search & Scan

For reasons of safety and security we may request that you permit a search and scan of your person and a search, scan or x-ray of your Baggage. If you are not available, your Baggage may be searched in your absence for the purpose of determining whether you are in possession of or whether your Baggage contains any item described in Article 3. If you are unwilling to comply with such requests we may refuse to carry you and your Baggage. In the event a search or scan causes damage to you, or an x-ray or scan causes damage to your Baggage, we shall not be liable for such Damage unless due to our fault or negligence. We shall not be responsible for items kept by you or in your baggage, which are seized by security staffs subject to international rules or State Authority Regulations even such items are seized, destroyed or handed over to us.

6. Checked Baggage

Maximum weight of any single piece of Checked Baggage is 32 kg. Overweight items will be repacked or split into lighter units during check-in. Such items that cannot be repacked will not be accepted for carriage. In either case, we shall not be liable to you for:

(i) any Damage arising as a result of your failure to comply with the weight allowance and need to repack, split or

(ii) decline to carry the overweight items. Acceptance of any bag weighing more than 32 kg is subject to prior approval and notification upon booking/reservation.

Excess value declaration and charge You may declare a value for Checked Baggage in excess of the applicable liability limits. If you make such a declaration, you shall pay additional charges in accordance with Our Regulations. The declaration and payment shall be made in accordance with applicable laws, regulations of any state to be flown from, to or over.

7. Hand Baggage

Baggage, which you carry onto the aircraft, must be subject to Our Regulations. If your Baggage is of excessive weight or size, or is considered unsafe for any reason, it must be carried as Checked Baggage. Objects not suitable for carriage in the cargo compartment (such as delicate musical instruments) and which do not meet the requirements in Article 6 will only be accepted for carriage in the cabin compartment if you have given us notice in advance and permission has been granted by us. You are required to pay a separate charge for this service.

8. Animals

Animals are not accepted for carriage in passenger cabin. Carriage of animals will be accepted as checked baggage only and will be stowed in lower deck compartment with strict conditions applied. For more information or support, please email to cs@flygarudaindonesia.com at least 7 days prior to your departure time.

II. Right to request passenger’s personal information:

As an online ticket agency, we reserve the right to ask you to provide the following additional information to prevent the risk of fraudulent transactions:

- Payment card: You may be requested to provide an image of the payment card showing the cardholder's name along with the card number information that covered the middle digits and only showing the first three digits and last three digits of the card.
 - Passport: You may be requested to provide the passport photos of both passengers and the card holder.

In case, after requesting or contacting many times but still not receiving the requested additional information, we reserve the right to cancel or terminate the paid booking.

These requests are for the purpose of protecting customers' benefits and preventing fraudulent transactions according to the request of international card organizations.

III. Personal data

As an online booking agent, we may use and disclose your personal information to third party that performs services or codeshares partners of the airline (depend on each carrier).

We may also share your information:

(i) to identify of fraud or error,

(ii) to investigate, prevent, or take action regarding illegal activities,

(iii) to seek your feedback regarding our relationship with you,

(iv) to protect our rights and safety,

(v) to third parties for the purpose of marketing and servicing our relationship. The third parties that we share the information must protect it and must only use it for the purpose for which it was collected. However, we’re not responsible for ensuring this. Other than above, we will not disclose your information without your acceptance unless required by law.

IV. Reservation

1. Seating

We will endeavor to honor advance seating requests. However, we cannot guarantee any particular seat. We reserve the right to assign or re-assign seats at any time, even after boarding of the aircraft. This may be necessary for operational, safety, government regulatory, health or security reasons. We will make reasonable seating accommodations for Passengers who need our assistance in accordance with applicable law.

2. Service charge when space not occupied

Except in the case of travel on non-refundable fares, a reasonable service charge, in accordance with Our Regulations, may be payable by you if you fail to use space for which a reservation has been made.

3. Special services

We will try to ensure that special services requested by you when you make your reservation, such as religious or dietary meals, or wheelchairs from the airport check-in to the aircraft are available. We will not however, be liable to you for loss, expense, breach of contract or other damage should we, for any reason, be unable to supply such previously requested service. If you are a passenger with a disability and you require any special assistance you should inform us at the time of booking of your special needs. We may require that you travel with an attendant if it is essential for the safety of the flight or if you are unable to evacuate yourself from the aircraft or you are unable to understand safety instructions. We reserve the right to cease accepting passengers who must travel on a stretcher on any flight. On flights where medical oxygen is permitted you may be charged for the service of medical oxygen (and you may be required to be accompanied by an attendant).

4. On board services

For operational reasons, we do not make any guarantees about the provision/availability of in-flight entertainment equipment and advertised programs; advertised special meals or any other type of meals; or the availability of advertised in-flight services.

5. Reconfirmation of reservations

Onward or return reservations may be subject to the requirement to reconfirm the reservation within specified time limits. We will advise you when we require reconfirmation, and how and where it should be done. If it is required and you fail to reconfirm, we may cancel your onward or return reservations. However, if you advise us you still wish to travel, and there is space on the flight in the class of service for which the fare has been paid, we will reinstate your reservations and transport you to your next or final destination. If there is no space available on the flight in the class of service for which the fare has been paid, we will use reasonable efforts to transport you to your next or final destination. You should check the reconfirmation requirements of any other Carriers involved in your journey with them. Where it is required, you must reconfirm with the Carriers whose code appears for the flight in question on the Ticket.

6. Cancellation of onward reservations

Please be advised that if you do not show up for any flight without advising us in advance, we may cancel your return or onward reservations. However, if you do advise us in advance, we will not cancel your subsequent flight reservations.

7. Modification and Waiver

None of our employees, agents or representatives has authority to modify, change, or waive any provision of above-mentioned conditions. We reserve the right to modify, change or update above-mentioned conditions without prior notice. This kind of modification shall not be applied or affected to prior carriage.

8. Schedule Change

The airline have right to cancel a scheduled flight and replace with another flight. Schedule change should be noticed to passenger by phone, email (to the registered email address when placed the booking).

If the replacement flight departs “less 3 hours” earlier/later than the old flight, the Airline will notify the passenger directly at the airport:

- The original fare rules is still applied. 
- There will be no announcement of scheduled change through email. The airline will inform the passengers directly at the airport. 
If the replacement flight departs “over 3 hours” earlier/later than the old flight:
- Passenger will receive the notification through email.
- If the passenger does not agree with new schedule, they have to send the request to us by email. The Fare rules will be applied depends on the ticket status and the time customer contact us.
- Once the Schedule changed notification sent and NO response from the passenger, that means they agree to the new schedule.

9. Security

To protect your privacy and confidentiality, our engineers are standing by 24/7 to deal with any problem that suddenly occurs. Additionally, we also regularly review and upgrade our security system and encryption technologies. All personal information is well managed to avoid any loss, misuse, alteration or destruction.

10. Reconfirmation of e-ticket received

Our service is completed once the e-ticket is sent to the email address you submitted during the booking process. If you do not receive e-ticket (s) within 5 hours after payment made, please reconfirm by contacting us through our 24/7 supporting email: cs@flygarudaindonesia.com.

We will consider your silence as receiving of our e-ticket email confirmation and should be no claiming upon that.

We are also not responsible for any delay/loss caused by the Wrong email addresses supplied by applicants or the situation the passengers no longer want to use the e-tickets. 

V. Fare Rules

Depending our the fare type, you may request to cancel or change your current ticket to other travel date or flight title with same ticket class or higher classes (not allowed downing grade to lower classes) and charges (change/refund fee + different fee between two flights - if available) should be applied. Different ticket classes and different flight types (domestic and international) for each airline will have different cancellation fee and change fee as follows.

Important note:

- Once the E-ticket has been sent to registered email address, we have fulfilled our obligation to provide the service. We will not be responsible for handling situations that arise after you have made a ticket exchange, cancellation or refund as a voucher directly with Garuda Indonesia.

As a ticket agent, it is our responsibility to provide air tickets according to your booking. You have to check the most updated travel regulations in the government website of your destination country, as well as your country of departure. We will not be responsible in the event that you are not allowed to travel due to failure to meet government regulations.

- In cases of force majeure problems such as natural disasters, epidemics/pandemics etc., the below fare rules (refund/reschedule/reroute) may not be applied and must comply with the Airline policies during that period.

1. For the Garuda Indonesia tickets:

CLASS

CHANGES

CANCELLATION

BEFORE DEPARTURE DATE 

ON/AFTER DEPARTURE DATE 

BEFORE DEPARTURE DATE

ON/AFTER DEPARTURE DATE / NO-SHOW

DOMESTIC FLIGHTS

ECONOMY SPECIAL PROMOTIONP

 Permitted with fee

Permitted with fee + no-show fee

NOT PERMITTED

NOT PERMITTED

ECONOMY PROMOTION

Permitted with fee

Permitted with fee + no-show fee

Permitted with fee

Permitted with fee + no-show fee

ECONOMY AFFORDABLE

Permitted with fee

Permitted with fee + no-show fee

Permitted with fee

Permitted with fee + no-show fee

ECONOMY FLEXIBLE

Permitted with fee

Permitted with fee + no-show fee

Permitted with fee

Permitted with fee + no-show fee

BUSINESS PROMOTION

Permitted with fee

Permitted with fee + no-show fee

Permitted with fee

Permitted with fee + no-show fee

BUSINESS FLEXIBLE

Permitted with fee

Permitted with fee + no-show fee

Permitted with fee

Permitted with fee + no-show fee

INTERNATIONAL FLIGHTS

ECONOMY PROMOTION

Permitted with fee

Permitted with fee + no-show fee

NOT PERMITTED

NOT PERMITTED

ECONOMY AFFORDABLE

Permitted with fee

Permitted with fee + no-show fee

Permitted with fee

Permitted with fee + no-show fee

ECONOMY FLEXIBLE

Permitted with fee

Permitted with fee + no-show fee

Permitted with fee

Permitted with fee + no-show fee

BUSINESS PROMOTION

Permitted with fee

Permitted with fee + no-show fee

Permitted with fee

Permitted with fee + no-show fee

BUSINESS FLEXIBLE

Permitted with fee

Permitted with fee + no-show fee

Permitted with fee

Permitted with fee + no-show fee

Changes:

- Name change: Not permitted. Please go to refund process instead.

- Misspelling name: Must be the same person and apply the same fee as refund for promotional fares and nonrefundable fares - apply refund fee of refundable fare in the same sector

Cancellation:

- Ticketing fee is not refundable in any case.

- Combination fare between Economy Promotion and other classes will not be permitted for cancellation or refund.

- The refunding/rerouting/rescheduling policy applied during the Covid 19 period until updated new notice will be subject to the following conditions:

" From March 20, 2020 any refund request by the cash has been rejected by GA during this COVID-19 period.

Instead, Garuda Indonesia has adopted a flexible policy regarding rescheduling and rerouting mechanisms for all flight services domestic and international routes & code-share flights (except the Middle East & Africa) with the following terms & conditions:

Ticket Conditions:

* Domestic Flights
- Issued on/before May 31, 2020 with travel dates from January 24, 2020 - June 30, 2020
 

* International Flights
- Issued on/before April 23, 2020 with travel dates from January 24 2020 - December 31, 2020
 

* Flights to Kuala Lumpur, Malaysia
- Issued on/before September 05, 2020 with travel dates from January 24 2020 - December 31, 2020

Ticket Conditions:

* Domestic Flights
- Issued after 31 May 2020 or
- Issued on/before 31 Mei 2020 with travel dates after June 30, 2020

* International Flights
- Issued after April 23, 2020 or
- Issued on/before April 23, 2020 with travel dates after December 31, 2020

* Flights to Kuala Lumpur, Malaysia
- Issued after September 05, 2020 or
- Issued on/before September 05, 2020 with travel dates after December 31, 2020

Terms

- You can choose between rescheduling or rerouting your flight for 1 time only without any rebooking fee

- Reschedule without any additional charge applies only to the same route and same cabin of flight (regardless the fare class) to dates outside black-out period until December 31, 2021
If the new travel dates fall on the black-out period, fare differences and taxes apply

- Reroute without any additional charge applies to a flight of equal or lesser value.   Apply to change in Point of Origin or Point of Destination or Transit point or Stopover.

- If you haven’t decided your new itinerary, you may extend your ticket validity until December 31, 2021 

- Refunds are possible via travel voucher
Travel vouchers can be utilized for Garuda Indonesia flight ticket which valid until December 31, 2021, or other Garuda Indonesia products.

- No show fee will be applied if the reservation is not canceled (through rescheduling/rerouting/extend ticket validity or refund) by the passenger before departure

- For code-share flights with other airlines, rescheduling must be to the same fare-class. For a different fare-class, there will be an additional charge

Terms

- Change of schedule, route, or flight cancellations are possible by following the applied provisions of the ticket fare rules which there may be changes fee, refund fee, no show fee or other fees.

- Refunds are possible via travel voucher after deducted by the fees according to ticket conditions
Travel vouchers can be utilized for Garuda Indonesia flight ticket which valid according to the validity of the original ticket, or other Garuda Indonesia products (example: pre-paid baggage or seat selection).

 

Combination flight (International & Domestic) refers to the International Flight condition

2. For the Indonesia AirAsia tickets: Will be updated soon.

3. For the Lion Air tickets: Will be updated soon.

The above general fare rules are for reference only. Specific fare rules may vary and different from the general fare rules and should be provided on request. Customers who have booked tickets through our website and have flights belong to one of the above cases please contact us through our 24/7 supporting email: cs@flygarudaindonesia.com."

We appreciate your understanding of this inconvenience.

 

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