Terms Of Use

Acceptance of Terms
 

We are An Nguyen Service Company Limited an online booking agency for Indonesia-based airlines operating domestic and international flights to and from Indonesia, as well as worldwide routes. We provide fully legal online airline ticket booking services. All tickets purchased through our website are valid, lawful, and accepted by airlines for travel.
By using this site and making a booking with https://www.flygarudaindonesia.com/, you confirm that you have read, understood, and accepted these Terms of Use, and agree not to violate our policies.

In these Terms and Conditions:

• “We, our, us, company” refers to FlyGaruda Indonesia, an online flight booking portal for Indonesia-based airlines and beyond.
• “You” refers to the individual creating an account with us and/or making a booking through our platform.

Your use of this website—including account creation, reservations, and access to site content—constitutes your acceptance of these Terms and Conditions as they exist at the time of booking. If you do not agree, you must stop using the site immediately.

You also further agree:

• Not to use our website for unlawful purposes.
• To comply with all applicable laws and regulations.
• Not to impair, corrupt, or interfere with the performance or security of the site.
• Not to attempt un-authorized access to secure areas or sensitive information.
• To be fully responsible for any claim, liability, cost, or legal expense incurred by us arising from your breach of these Terms.

1. Website Use & Booking Conditions
Bookings may be canceled if:
(i) required by law,
(ii) payment is not received on time,
(iii) tickets are unavailable, or
(iv) system/technical issues occur.

Service and ticketing fees apply per passenger and may differ from other platforms.

All rights to the website and its content belong exclusively to ANS Company and may not be copied, altered, or reused without permission.

Nothing on this site infringes or violates the rights of any other party. 

2. Passenger Verification
For fraud prevention, we may request:

•  A masked image of the payment card (name + first 3 & last 3 digits only), and/or

•  Passport images of passengers and/or the cardholder.

If documents are not provided after repeated requests, the booking may be canceled.

3. Tickets & Currency 

• Tickets are non-transferable.

•  Lost or damaged tickets may be reissued if verified.

• Standard validity: 12 months from issue date.

• Promotional fares may be non-refundable or restricted in changes.

• Ticket prices, unless specific, are quoted in United States Dollars (USD), the total cost of a flight ticket includes baggage, all taxes, fees & other service charges.

• Prices/Fares only cover the carriage from the booked departure airport to the booked arrival airport; and do not include any fees for ground services in the airport and for the transport from the airport to the city.We hold no responsibility for the Passengers' connecting flights under any circumstances, such as immigration procedures at transit, collecting checked baggage, and checking in for the next flight.

• We are not responsible for any fees that may be levied by the issuing bank of your payment method while purchasing tickets through our Website and other Mobile Applications. Please contact your issuing bank for details of any fees.

4. 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.

 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 PROMOTION	Permitted with fee	Permitted with fee + no-show fee	NOT PERMITTED	NOT PERMITTED
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	50% OF THE TOTAL FARE	50% OF THE TOTAL FARE + no-show fee
ECONOMY FLEXIBLE	Permitted with fee	Permitted with fee + no-show fee	40% OF THE TOTAL FARE	40% OF THE TOTAL FARE+ no-show fee
BUSINESS PROMOTION	Permitted with fee	Permitted with fee + no-show fee	30% OF THE TOTAL FARE	30% OF THE TOTAL FARE + no-show fee
BUSINESS FLEXIBLE	Permitted with fee	Permitted with fee + no-show fee	30% OF THE TOTAL FARE	30% OF THE TOTAL FARE + 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	50% OF THE TOTAL FARE	50% OF THE TOTAL FARE + no-show fee
ECONOMY FLEXIBLE	Permitted with fee	Permitted with fee + no-show fee	40% OF THE TOTAL FARE	40% OF THE TOTAL FARE+ no-show fee
BUSINESS PROMOTION	Permitted with fee	Permitted with fee + no-show fee	30% OF THE TOTAL FARE	30% OF THE TOTAL FARE + no-show fee
BUSINESS FLEXIBLE	Permitted with fee	Permitted with fee + no-show fee	30% OF THE TOTAL FARE	30% OF THE TOTAL FARE + 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 and service fee are 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:

No	Route	Conditions	No Show Fee	Reschedule / Reroute	Refund
1	Domestic	- Date of issue: until Feb 28 2021 and within ticket validity - Date of travel: 09 Jan 2021 until further notice	Not Applied	- Black Out Date not applied	Refund  is possible with a Travel Voucher
2	Domestic (including connecting flights with international routes)	- Date of issue: until 15 Apr 2021 - Date of travel: 06 - 17 May 2021	Not Applied	- Black Out Date not applied	Refund  is possible with a Travel Voucher
3	Domestic	- Date of issue: until 31 May 2020 - Date of travel: 24 Jan - 30 Jun 2020	Applied	- Black Out Date applied	Refund  is possible with a Travel Voucher
4	Domestic from/to Jakarta, Bandung, Yogyakarta, Semarang, Solo, Surabaya, Malang, Banyuwangi (including connecting flights with international routes)	- Date of issue: until 5 Jul 2021 - Date of travel: 3 - 20 Jul 2021	Applied	- Black Out Date not applied	Refund  is possible with a Travel Voucher
5	Domestic from/to Denpasar (including connecting flights with international routes)	- Date of issue: until 5 Jul 2021 - Date of travel: 28 Jun - 20 Jul 2021	Applied	- Black Out Date not applied	Refund  is possible with a Travel Voucher
6	International Flights to Indonesia (direct/with transit, including interline flights)	- Date of issue: until 28 Feb 2021 - Date of travel: 28 Dec 2020 until further notice	Not Applied	- Black Out Date not applied	Refund  is possible with a Travel Voucher
7	International Flights from Indonesia (excluding flights to the Middle East, including interline flights)	- Date of issue: until 23 Apr 2020 - Date of travel: 24 Jan 2020 - 31 Mar 2021	Applied	- Black Out Date applied	Refund  is possible with a Travel Voucher

Note:

- For flight tickets that do not meet one of the criteria above, changes to schedules, routes, or flight cancellations can be made by following the applicable ticket regulations where changes fee, refund fee, no show fees, or other fees may apply

- Combination flight (International & Domestic) that do not meet one of the criteria above, refers to the International Flight condition

- No show fee based on the table above, if the ticket meets one of the conditions whereas No Show Fee is applied and the reservation is not canceled (through rescheduling/rerouting/extend ticket validity or refund) by the passenger before departure time, then No Show Fee apply upon changes

- Changes Fee if the ticket meets any of the criteria above, passengers can choose to change the flight schedule/route as many as listed above without being charged changes fee

- Black Out Date based on the table above, if the ticket meets one of the conditions whereas Black Out Date is applied and you choose a new travel date that falls on the Black Out Date period, then fare differences and taxes apply upon changes

- Reschedule to new travel dates until December 31, 2023 is possible without any additional charge applies only to the same route and same cabin of flight (regardless the fare class)

- Reroute without any additional charge applies to a new flight of equal or lesser value

- Refund  is possible with a Travel Voucher according to the ticket conditions above, and if the ticket does not fit into one of the above criteria, then Travel Voucher is given based on the amount that has been deducted from the refund fee and no show fee (if any).

- Travel Voucher can be exchanged for Garuda Indonesia tickets for travel until 31 December 2023 or other Garuda Indonesia products. Travel Voucher redemption can be made until 31 December 2022 

5. Ticket Refund

• Refund policy follows airline’s fare rules. Only the original purchaser may receive a refund unless noted otherwise.

• Involuntary refunds: If your flight is cancelled, rescheduled, or causes you to miss a connection, you will receive either the full fare (if unused) or the value of the unused portion.

• Voluntary refunds: For personal cancellations, unused tickets are refunded minus fees; partial refunds are calculated based on the unused value minus fees.

• Lost tickets: Refunds or replacements may be issued with proof of purchase and non-use. Fraudulent or third-party use is your responsibility, except if caused by us.

• Right to refuse: Refunds may be denied if requested more than 12 months after ticket issuance, or if the ticket has been used for immigration purposes without proof of onward travel.

• Processing: Refunds are issued in the same form and currency of original payment, usually within 10–30 business days.

Please check our Fare Rules for more information.

6. Baggage Policy

• Free allowances are shown by ticket class.

• Prepaid and excess baggage fees vary by route and weight and are non-refundable. Please check the Baggage Policy for more information.

7. Special Services

• Special services should be applied for at least 24 hours in advance before departure time.

• For urgent support, we will pass your requests to the airline & notify the outcome to customers. Charges may apply for some special requests.

8. Privacy & Security

• Your data may be shared with carriers, partners, or service providers for booking, fraud prevention, legal compliance, or marketing.

• We implement security measures but cannot guarantee against third-party misuse.

• Please refer to our Privacy Statement; it is part of this agreement and binding when using this site.

9. Liability & Legals

• This site is an independent booking agency, not the official Bangkok Air site.

• Fares shown include all fees before purchase confirmation.

• We are not liable for:

  • Delays, cancellations, or airline policies

  • Items seized by authorities

  • Events outside our control (e.g., natural disasters, epidemics)
     

10. Amendments & Updates

• We may update these Terms at any time without prior notice. Changes apply prospectively and do not affect prior bookings.

• For assistance, please contact our 24/7 support team: [email protected]

11. Disclaimer

• All information on this website is provided on an “as is” and “as available” basis, without warranties of any kind, either express or implied.

• While we strive for accuracy, we do not guarantee that flight schedules, fares, seat availability, or other content are always error-free or up to date.

• We are not responsible for errors caused by airlines, third-party suppliers, system malfunctions, or external websites linked through our platform.

• Your reliance on any information provided by us is at your own risk.

• To the maximum extent permitted by law, we disclaim all liability for any direct, indirect, incidental, or consequential damages arising from your use of this site or services, including but not limited to travel disruptions, loss of data, or financial losses.