Condition of Carriage

1. “Agreed Stopover Points” means locations that are agreed upon, other than the departure and destination points, which are listed on the ticket or displayed in our flight schedule as scheduled stops on the passenger’s route.
2. “Air Transportation Agreement” means the agreement between the carrier and the passenger and/or cargo shipper for the transportation of passengers and/or cargo by aircraft, for a fee or in exchange for other forms of compensation.
3. “Assistive Devices” means any equipment that assists a passenger with a disability to hear, see, communicate, maneuver, or perform other daily functions, and may include medical devices and medications.
4. “Authorized Agent” means a passenger sales agent designated by the carrier to represent the sale of air transportation for the carrier’s services, and, when authorized, for the services of other carriers.
5. “Baggage” means personal property carried by the passenger during the journey. It consists of Checked Baggage and Cabin Baggage.
6. “Baggage Receipt” means the portion of the ticket related to the carriage of the passenger checked baggage.
7. “Baggage Identification Tag” means a document issued solely to identify checked baggage, containing the baggage identification tag number, flight number and date, the name of the origin and destination airports, as well as the weight of the baggage.
8. “Boarding Pass” means a document (in paper or electronic form) used as proof that the passenger has checked in for the flight.
9. “Carrier’s Regulations” means any rules, other than these terms and conditions, published by the carrier and in effect on the date of ticket issue, governing carriage of passengers and/or baggage and shall include any applicable fares.
10. “Checked Baggage” means the passenger’s property that are not taken into the cabin and is handed over to us for carriage on the same aircraft as the passenger.
11. “Citilink Indonesia Passenger Service Plan” means Citilink’s policy outlining and addressing situations that may affect the Passenger’s travel itinerary, purchasing decisions, or overall expectations.
12. “Citilink Mobile App” is a mobile application designed to provide convenience for passengers in booking flights, checking reservation status, checking in, and accessing other Citilink products. It is available on both Android and iOS platforms.
13. “Conditions of Carriage” means the statements contained in or delivered together with the passenger’s document or Travel Itinerary, which are identified and incorporated by reference, including the Terms & Conditions and notices.
14. “Contact Center” means the location we designate for booking purposes by the passenger by phone at +62 804 1080808 or ++6221-50886390 (international calls) and for accessing information about us.
15. “Convention” means any of the following that are applicable:
    1. The Montreal Convention (1999).
    2. The Convention for the Unification of Certain Rules Relating to International Carriage by Air, signed in Warsaw on October 12, 1929 (Warsaw Convention).
    3. The Warsaw Convention as amended at The Hague on September 28, 1955.
    4. The Warsaw Convention as amended at The Hague and by Additional Protocols No. 1, 2, or 4 Montreal (1975).
    5. The Guadalajara Supplementary Convention (1961).
    6. Any protocol or convention and other applicable legislation.
16. “Damage” includes death, injury, delay, loss, partial loss, or other damage of whatsoever nature arising out of or in connection with carriage or other services performed by us incidental thereto.

17. “Day” means a full calendar day, including all seven days of the week; provided that, for the purpose of notification, the day on which the notice is given shall not be counted; and that for determining the validity period, the day on which the Ticket is issued or the flight commenced shall not be counted.
18. “Denied Boarding” is used in the Citilink Conditions of Carriage to refer to a situation where more passengers with confirmed reservations are booked than there are available seats (oversold flight) on a specific flight on a given date. In such a situation, passengers may be voluntarily or involuntarily denied boarding in accordance with Section 9 herein.
19. DGCA: Directorate General of Civil Aviation.
20. EASA: European Aviation Safety Agency.
21. “Emergency exit seat” is a row of seats that has direct access to the aircraft’s exit path.
22. FAA: U.S. Federal Aviation Administration.
23. “Fraudulent Action” means any dishonest, wrongful, deceptive, criminal, malicious, or unlawful act or omission committed by an employee.
24. IATA: International Air Transport Association.
25. “Infant” means an individual who has not reached his/her second birthday as of the date of commencement of travel.
26. “Travel Itinerary” means the document we issue as a Ticket for the Passenger(s) containing the Passenger’s name, flight information, booking number, Conditions of the agreement, and notices.
27. “Limited Release Tag” (Limited Liability Release) means items carried by the airline without assuming responsibility for damage or loss due to pre-existing conditions (e.g., baggage known to be damaged upon acceptance, baggage that arrives late for check-in).
28. “No-Show Cancellation” means the automatic cancellation of a passenger’s reservation when the passenger fails to (i) check-in for the flight, (ii) board the aircraft, or (iii) travel on any flight segment in the booked itinerary, in each case within the required time in accordance with Section 1.4 herein. The automatic cancellation shall apply to all subsequent flights, including return flights, in the itinerary. The issuance of a boarding pass to someone other than the passenger whose name appears will render the booking invalid and shall be considered a No-Show Cancellation for all purposes under this agreement. (See Section 9.5).
29. “Passenger(s),” “You,” “Your,” or “Yourself” means any person, other than a crew member, who holds a Ticket and is being or will be carried on an aircraft.
30. “Passenger Name Record (PNR)” means a document containing the itinerary for a passenger or a group of passengers traveling together.
31. “Passenger with Disabilities (PWD)” means a person whose mobility is reduced due to physical limitations, intellectual deficiencies, age, illness, or any other causes of disability, including passengers with non-visible disabilities, which may be temporary or permanent, when using transportation, and whose situation requires special attention and adjustments to the services available to all passengers based on their needs.
32. “Route” means a flight from the airport of origin to the airport of destination.
33. “SDR” means Special Drawing Right as defined by the International Monetary Fund (IMF).
34. “Seat” means a seat on our aircraft.
35. “Stopover” means a scheduled stop during the passenger’s journey, at a point between the departure and destination locations.
36. “Fare” means our travel charges and fees published either electronically or on paper.
37. “Ticket” means a document in printed form, through an electronic process, or in any other form, which serves as evidence of the air transportation agreement between the passenger and the carrier, and the passenger’s right to use the aircraft or be transported by air.
38. “Terms & Conditions” means these terms and conditions of carriage.
39. “Unchecked Baggage” means any baggage of the passenger other than checked baggage.
40. “Voucher Credit(s)” (travel/flight credit or credit shell – these terms may be interchangeable) are non-transferable and may only be used by the Passenger on the original reservation. The passenger’s reservation credit will include all applicable terms and conditions.
41. “We,” “our,” “ourselves,” and “Carrier” mean PT Citilink Indonesia (“Citilink”).
42. “Website” means the website www.citilink.co.id that we designate for online booking by passengers and for accessing information about us.

1. Passengers who have purchased a ticket reservation through the following methods have a booking confirmation:

1. 1. Direct bookings made with the Citilink website (www.citilink.co.id), mobile apps, customer service counters at the airport, or by contacting the Citilink Indonesia Contact Center at +62-804-1-080808 or +6221-50886390 (international calls).
   2. Bookings made with travel agencies or travel websites on the internet (purchased outside the Citilink website (www.citilink.co.id)).
      
      
2. Validity of Reservation
   1. The ticket is an official document of the agreement between the carrier and the passenger whose identity is stated and matches the information on the ticket. The terms and conditions of the carriage agreement stated on the ticket are a summary of certain terms of carriage. Citilink will only provide carriage services to passengers who:
      1. Hold the ticket, or
      2. Have valid proof of reservation, such as payment receipt or other documents issued by the airline or authorized travel agency.

      The ticket may be in the form of a digital copy or a printed copy issued through the Citilink app, Citilink website, or other travel agencies, either online or offline. As long as the booking code provided matches the identity listed in the itinerary, the ticket is considered valid.

   2. No one shall be entitled to transportation without a confirmed reservation. Subject to the applicable restrictions set forth herein, a passenger with a confirmed reservation shall be entitled to transportation between the origin and destination airports. A confirmed reservation is valid for the date and flight specified in the reservation.
      
      
   3. During the reservation process, Citilink requires the contact person information or passenger details, including but not limited to:
      1. Name and identification number of the prospective passenger as per a valid identity card;
      2. Prospective passenger’s phone number or the representative’s contact information if the booking is made for a group, along with the passenger’s email address;
      3. Other required information; and
      4. Information for passengers with special needs.
         
         

   4. For reservations made directly (in physical form), the purchaser may be required to present identification that matches the credit card used for the purchase.

   5. No reservation paid by credit card shall be considered a confirmed reservation if the transaction is not accepted by the carrier for any reason, regardless of any notification to the passenger that the reservation has been cancelled.

   6. During the reservation process, prospective passengers will be informed about items or baggage that are not permitted to be transported (e.g., the transport of Dangerous Goods, Liquids, Aerosols, Gels) in accordance with Citilink Indonesia’s regulations based on the applicable rules. Citilink reserves the right to refuse items that do not comply with these regulations.

Citilink reserves the right to refuse ticket sales to anyone, including individuals who have disrupted the airline’s operational activities (at Citilink or other airlines), mistreated employees (of Citilink or other airlines), or failed to comply with Citilink’s policies or violated these conditions of carriage.

1. Check-In Counter Regulations:

   1. The check-in counter opens to serve passengers at least 2 (two) hours before the scheduled departure time (for domestic flights) and 3 (three) hours before the scheduled departure time (for international flights).
   2. Domestic flights check-in counters close no later than 30 (thirty) minutes before the scheduled departure time; at major airports, it closes 45 (forty-five) minutes before the scheduled departure time. Passengers are advised to always check the latest information as stated in section d).
   3. International flights check-in counters close 60 minutes before the scheduled departure time.
   4. These regulations are subject to change based on modifications to airport layouts where Citilink operates. Passengers are encouraged to check for updates on the Citilink website.
      
      
2. Domestic flight passengers are advised to check in online via the Citilink website or mobile apps, which opens at least 48 (forty-eight) hours before the scheduled departure time, as well as through check-in kiosks, which open at least 3 (three) hours before the scheduled departure time, if passengers meet the requirements for online check-in. Under certain conditions, Citilink may not be able to issue a physical boarding pass for passengers who have been confirmed to already have an electronic boarding pass. Web check-in, mobile apps check-in, and kiosk check-in are not available for international flights.
   
   
3. Passengers who have completed online check-in may report their checked baggage at the baggage drop counter, which serves passengers within the time frame specified in section 1.3.1. Passengers who drop their baggage after this deadline may be denied carriage. If baggage is accepted after the specified deadline, the passenger will waive any claims for costs arising from delayed delivery and will be responsible for any applicable shipping fees if the baggage is not carried on the same flight as the passenger.

1. All reservations and seat assignments are subject to cancellation without notice if:
   1. The passenger does not have a boarding pass at least 30 minutes prior to the (original) scheduled departure time for all domestic flights, and 60 minutes prior to the (original) scheduled departure time for all international flights. The time limits above could be earlier, considering the airport layout and facilities.
   2. Passengers who are not ready to board at least 10 minutes prior to the (original) scheduled departure time for domestic flights, or 30 minutes prior to the (original) scheduled departure time for international flights, even if the passenger has checked in at the designated check-in location. In the event of a delay, passengers are advised to remain in the departure lounge area to receive the latest updates and possible earlier departure notifications. Citilink shall not be held responsible for any passengers who miss their flight, which departs earlier than the expected departure time due to such delays.
   3. Passengers who fail to travel on any flight segment of the booked itinerary and fail to modify/cancel their reservation before the deadline outlined in section 1.4. In such cases, all subsequent flight segments in the itinerary will be cancelled.
   4. Such action is required to comply with government regulations or directions, or to fulfil a government request for emergency transportation in connection with the national defence.
   5. The passenger has been notified that he/she is not permitted to purchase transportation from Citilink.
      
      
2. If Citilink refuses to transport a passenger for any of the reasons stated above, the passenger would not be eligible for denied boarding compensation.

Once the booking reference is issued, flight changes by the passenger are subject to the following conditions:

1. Flight changes by the passenger must be made no later than 240 (two hundred and forty) minutes before the scheduled departure time. Fees for flight changes made more than 240 (two hundred and forty) minutes before the scheduled departure time are set in the fee schedule, subject to the following terms and conditions:
   1. If a lower travel fare is available, the difference in fare will not be refunded to the passenger.
   2. If the fare for the newly booked flight is in a higher class than the cancelled flight, the fare difference shall be paid by the passenger before the cancellation or change can be made.
   3. Changes will not be confirmed until we issue a new travel itinerary and/or booking reference to the passenger.
   4. Route changes are not allowed.
   5. Name corrections on the ticket to match the passenger’s valid ID card or travel document may be allowed without the passenger having to pay an additional fee, except in cases where the spelling error exceeds 3 (three) letters.

1. All fares and charges are listed in Indonesian Rupiah (IDR); for routes published for international markets outside of Indonesia, the currency will adjust accordingly.
2. Citilink does NOT accept travel checks, certified (cashier’s) checks, and money orders at certain domestic and international airports. At such airports, Citilink will accept credit/debit (cashless payments) cards only.
3. Passengers are strongly advised not to transact with cash.

NOTE: Cash conversion kiosks (operated and managed independently by companies not affiliated with Citilink Indonesia) may be available at certain airport locations. Under no circumstances will Citilink Indonesia be liable for any direct, indirect, incidental, or consequential damages arising from the use of such cash conversion machines.

A fare applies only to the following:

1. Transportation between airports via the intermediary cities, if any, as determined by Citilink in relation to the fare.
2. Reservations may not be issued or accepted for transportation that will either originate or terminate at an airport other than the airport for which the fares are published.

Citilink Indonesia does not offer children’s fares.

For security reasons, we strongly recommend that travel agent bookings be made through the Citilink’s travel agent portal. Travel agents are responsible for ensuring accurate passenger information and communicating all fare rules and restrictions to the passenger. Pursuant to our conditions of carriage, the original credit card used for the booking may be requested at check-in in order to confirm the reservation. Evidence of fraudulent transactions made by a travel agency/agent may result in a ban on that agency/agent conducting business with Citilink.

Applicable fares are those published by or on behalf of us, if not so published, constructed in accordance with the carrier’s regulations. Subject to government requirements and carrier’s regulations, the applicable fare is the fare for the flight or flights in effect on the date of commencement of carriage covered by the first flight coupon of the ticket as indicated for the first flight segment in the itinerary. When the amount that has been collected is not the applicable fare, the difference shall be paid by the passenger prior to traveling or, as the case may be, refunded by us, in accordance with the carrier’s regulations.

The fees for infants are provided for in the Fee Schedule. An infant may travel provided he/she sits on an adult’s lap. Only one (1) infant is allowed per one (1) adult, and required to bring official documents such as a birth certificate/family card/passport stating the date of birth of the Infant. Strollers are not permitted onboard the aircraft, unless it meets with the carry-on baggage requirements (see section 7.3.4). The maximum number of infants onboard is 10% of the seating capacity, and the seating is assigned by us.

Each passenger is allowed to bring a maximum of one (1) carry-on baggage and one (1) small bag into the aircraft cabin, with a total maximum weight of 7 kg, with a 0 Rupiah (Rp 0) promotion fee.

1. One carry-on baggage item such as a suitcase or backpack with a maximum size of 56 cm x 36 cm x 23 cm, and must fit in the overhead storage compartment.
2. One personal item such as a small bag or laptop bag with a maximum size of 40 cm x 30 cm x 10 cm, and must fit under the seat for rows not aligned with emergency exit door/window.

Additional fees may apply in accordance with the fee policy outlined in these conditions of carriage.

Any applicable government taxes, fees, or additional insurance charges related to air travel are added to the fare and must be borne by the passenger, unless otherwise stated. When purchasing a ticket, the passenger will be notified of taxes and fees not included in the fare, which are typically listed separately. These taxes and fees are subject to change at any time, even after the booking has been confirmed, and the passenger is required to pay any increases. These taxes and fees must be paid before departure. Please refer to the fee schedule for the amount of taxes, fees, or additional insurance charges.

The travel fare, taxes, fees, and charges must be paid in Indonesian Rupiah (within Indonesia territory) or any currency acceptable (outside Indonesia). When payment is made in a currency other than the currency in which the fare is published, such payment shall be made at the exchange rate established according to the carrier’s regulations.

All fares, taxes, flight schedules, routes published, and services are correct at the time of publication and are subject to change at any time and from time to time without prior notice.

A passenger who refuses or fails to produce identification upon requested may be denied service.

The passenger shall comply with all laws, regulations, orders, requests, or travel document requirements related to the purchase of an airline ticket (including but not limited to passports, visas, and health/immunization requirements) from the country of origin, destination country, or transit country, as well as all regulations and instructions from Citilink.

1. Citilink shall not be liable for:
   1. any assistance or information provided by Citilink agents or employees to any passenger in connection with obtaining necessary documents or complying with such laws, regulations, orders, demands, requirements, or instructions, whether given orally, in writing, or otherwise;
   2. the consequences to any passenger resulting from his/her failure to obtain such documents or to comply with such laws, regulations, orders, demands, requirements, or instructions
2. any expenses incurred and ticket fares arising from the passenger’s failure to comply with this provision, shall become the passenger responsibility
3. Citilink reserves the right, in its sole discretion, to refuse carriage to any passenger who has not complied with applicable laws, regulations, or Citilink’s policies. Legal action may be taken in accordance with applicable laws.
4. The passenger agrees to pay the applicable fare whenever Citilink, on government order, is required to return the passenger to his/her point of origin or elsewhere due to the passenger's inadmissibility into or deportation from a country, whether of transit or destination.

Citilink reserves the right to retain, photocopy, or otherwise reproduce images of the travel documents provided by any passenger and accepted by Citilink as a condition for boarding.

1. A passenger shall not be permitted to board the aircraft or may be required to leave an aircraft if that passenger:      

1. 1. is disorderly, rude, or their conduct poses a risk of violation or unreasonable disruption to other passengers;
   2. appears to be intoxicated or under the influence of drugs;
   3. interferes or attempts to interfere with any member of the flight crew in the pursuit of his/her duties, or fails to obey lawful instructions of flight crew members;
   4. is or is perceived by the flight crew to pose a security threat or risk of harm or damage to the airline, the aircraft or property, and/or other passengers, or their property;
   5. has a contagious disease that is transmissible during the normal flight, e.g. chickenpox;
   6. is unable or unwilling to sit in a seat with a seat belt fastened during normal course of a flight;
   7. is barefoot or dressed inappropriately, or wears clothing that is indecent or offensive; orh) has an offensive odor, unless caused by a qualifying disability.
      
      
2. If a passenger is not permitted to board and/or required to leave an aircraft for safety and/or regulations reasons under chapter 4.3 and its subchapter, the passenger will not eligible for a refund.
   
   
3. Diversion of Aircraft - If Citilink is required to divert the aircraft to land at a location other than the intended destination, return the aircraft to a gate during taxi prior to takeoff, or delay the flight due to a passenger’s disruptive or disorderly conduct, Citilink reserves the right to seek reimbursement from the passenger for additional costs incurred by Citilink for the incident, including but not limited to costs for accommodating other passengers, excess crew and ground handling costs, fuel and fees. The amount due will be as determined by Citilink.       

Citilink may refuse to carry, or remove from any flight, any passenger for the following reasons:  

1. Compliance with government regulations or government requests for emergency transportation in connection with national defense or national disasters (actual, threatened, or reported).
2. Whenever necessary or advised due to weather or other conditions beyond its control (including, without limitation, acts of God, labor disturbances, strikes, civil commotions, embargoes, wars, hostilities, or disturbances) actual, threatened, or reported.
3. Refusal by a passenger to permit a search of a person or property for explosives, or for deadly or dangerous weapons, articles, or substances conducted by any authorized personnel.
4. Citilink may refuse to transport any passenger who is traveling across any international borders if:
   1. the travel documents of such passenger are not in order;
   2. for any reason, such passenger’s departure from, transit through, or entry into any country from, thru, or to which such passenger desires transportation would be unlawful; or
   3. such passenger fails or refuses to comply with the rules and regulations of Citilink.

Citilink Indonesia does not transports detainees on regular flights, in accordance with applicable regulations. For international flights, relevant authorities may coordinate and notify Citilink Indonesia prior to the flight.           

All passengers with disabilities will be provided transportation except when refused transportation per the DCGA Regulations regarding safety.  

1. Attendants
   Passengers with disabilities are not required to travel with an attendant unless it is determined by the carrier that an attendant is essential for safety, as stated in the Ministerial Regulation No. PM 30 of 2021, Article 10, regarding non-discrimination on the basis of a disability in air travel. Citilink personnel are not obligated to provide special assistance for personal needs (e.g., assistance in actual eating, assistance within the restroom, or provision of medical services).
   NOTE: Attendants must be at least 18 years of age at the time of travel.     

2. Medical Certificates
   If there is reasonable doubt that a passenger’ can complete their flight safely, without requiring extraordinary medical assistance during flight, a medical certificate may be required for the passenger to travel. A medical certificate is a written statement from a doctor asserting that an individual is capable of completing a flight safely, without requiring extraordinary medical assistance during flight. Medical certificate must be dated within 7 days of   the   passenger’s   departure   flight.

If a passenger has a communicable disease during the flight, a medical certificate is required and must state that the passenger’s condition would not be communicable to other passengers during normal course of the flight. If it is potentially communicable during the flight but can be prevented if certain conditions or precautions are implemented, the certificate would have to describe those conditions or precautions. In such cases, Citilink will make reasonable efforts to implement these measures, however, if Citilink is unable to do so, the passenger will not be permitted to travel. The health certificate for communicable diseases must be dated within 7 days of the date of travel.      

Citilink may allow passengers to carry and use a Portable Oxygen Bottle (POB) for storing, generating, or distributing oxygen if it meets the following conditions:      

1. The POB is furnished by Citilink. For safety reasons, the carriage and use of personal oxygen bottles are not permitted on our flights.
2. Passengers must make a reservation at least 48 hours before the scheduled departure time.
3. A medical certificate from a doctor must be submitted to confirm the passenger’s health condition, accompanied by Form of Indemnity, which can be obtained at the check-in counter.
4. Passengers must check in early, at least 3 hours before departure.

Portable medical electronic devices may be used during all phases of the flight, provided it does not interfere with the aircraft’s electrical, navigation, or communication equipment and poses any safety hazard to the aircraft, passengers, and crew.          

The use of portable medical electronic devices are STRICTLY PROHIBITED and NOT ACCEPTED for travel when it contains:                 

1. Oxygen cylinders/bottles
2. Wet/spillable batteries
3. More than 8 grams of lithium per lithium metal battery
4. More than 160 watt-hours per lithium-ion battery
5. Manufacturer’s label is not available on the device.

The following are some portable medical electronic devices containing lithium metal or lithium-ion batteries that are accepted for travel and use on board, provided it meets the above requirements:           

This list is by no means final or exhaustive:    

4.9.1 Portable Oxygen Concentrator (POC)

A POC is a portable device used to provide oxygen at a higher concentration than levels of ambient air. It works by filtering nitrogen from the air and delivering concentrated oxygen. FAA-certified POC is permitted with prior arrangement and approval from Citilink Indonesia.

A POC may be carried on our flights if the model is approved by the FAA, which can be accessed via the link: https://www.faa.gov/about/initiatives/cabin_safety/portable_oxygen

4.9.2 Continuous Positive Airway Pressure (CPAP)

CPAP is a device that uses continuous positive pressure to maintain a continuous level of positive airway pressure to keep an airway open. CPAP is the most effective treatment for obstructive sleep apnea, in which the mild pressure from the CPAP prevents the airways from collapsing or becoming blocked. CPAP may be carried on our flights if it meets the portable medical electronic device carriage requirements mentioned above.

The transport of POC and CPAP devices is subject to the following requirements:  

1. Passengers must make a reservation at least 48 hours before the scheduled departure.
2. A medical certificate must be submitted to confirm the passenger’s health condition, accompanied by Form of Indemnity, which can be obtained at the check-in counter.
3. Passengers must check in early, at least 3 hours before departure.
4. The dimensions of the POC and CPAP devices must fit under the passenger’s seat.
5. We may not be able to provide electrical power source on every flight; therefore, the POC or CPAP devices must use gel or dry batteries capable of providing at least 150% of the flight duration.
6. Ensure that spare batteries are insulated (protected from potential short circuits) to prevent short-circuit incidents.
7. Passengers should always carry an emergency supply of medication in the event of unexpected delays. Ensure that the POC or CPAP and medication are functioning properly before travel.
8. Passengers should inform a flight attendant immediately if they experience any issues while using their POC or CPAP during the flight.

4.9.3 Nebulizer

A nebulizer is a device that converts liquid medication into a mist, allowing it to be inhaled directly into the lungs. It is commonly used by individuals with respiratory conditions such as asthma or COPD (Chronic Obstructive Pulmonary Disease).      

The transport of a nebulizer is subject to the following requirements:                    

1. Passengers must make a reservation at least 48 hours before the scheduled departure
2. A medical certificate must be submitted to confirm the passenger’s health condition, accompanied by Form of Indemnity, which can be obtained at the check-in counter.
3. Passengers must check in early, at least 3 hours before departure.
4. The dimensions of the nebulizer devices must fit under the passenger’s seat.
5. The nebulizer and their associated medications should be packed in carry-on baggage to ensure easy access during the flight.
6. Passengers must declare the nebulizer and associated medications to the security personnel when approaching the security checkpoint.
7. Liquid medications (including nebulizer solutions) must comply with the airline’s liquid carry-on policy. Passengers may request an exemption for necessary medical liquids exceeding the general limit of 3.4 ounces (100 mL).
8. We may not be able to provide electrical power source on every flight; therefore, the nebulizer must use gel or dry batteries capable of providing at least 150% of the flight duration.     
9. Passengers should always carry an emergency supply of medication in the event of unexpected delays. Ensure that the nebulizer and medication are functioning properly before travel.     
10. Passengers should inform a flight attendant immediately if they experience any issues  while using their nebulizer during the flight.     

Pregnant passengers are advised to consult with a doctor regarding the safety of air travel, taking into account factors such as potential turbulence, cabin pressurization, significantly increased risk of deep vein thrombosis associated with pregnancy, and the lack of ready access to medical care while at the airport or during the flight. Once again, Citilink requires passengers in this category to obtain a medical examination from her physician shortly before flying to confirm that air travel will be safe. It is the duty of pregnant passengers to advise our staff about the progress of their pregnancy at the time of seat booking and at the check-in counter. Pregnant passengers must comply with Citilink’s conditions of carriage as follows:                   

1. Expectant mother is allowed to travel by air up to the end of their 32 weeks without any restriction as long as there are no complications. However, we require passengers to notify our staff and sign a Limited Liability Statement (Form of Indemnity). Meanwhile, for pregnancies under 32 weeks accompanied with a history of complications, passengers still allowed to fly but with certain restriction. We require passengers to submit a medical certificate from a doctor with a validity period not more than 7 days from the issue date, confirming the number of weeks of pregnancy and stating that the passenger is fit to fly, and required to sign a Limited Liability Statement.
2. For pregnancies between 32 weeks and 36 weeks, whether the pregnancy is healthy or has complications, passengers are allowed to travel by air with specific restrictions. We require passengers to notify our staff and submit a medical certificate from a doctor with a validity period not more than 7 days from the issue date, confirming the number of weeks of pregnancy and stating that the passenger is fit to travel and required to sign a Limited Liability Statement (Form of Indemnity).
3. For pregnancies over 36 weeks: we do not accept passengers for carriage on our flights.
4. Under any circumstances, if our staff observes or assesses that a passenger’s condition is not fit for travel, they will direct the passenger to carry out further examination by the Airport Health Office first, to ensure the passenger is safe to fly. This may take additional time, so we highly recommend passengers arrive earlier than the recommended time. Citilink is not responsible for any losses if the passenger cannot be transported due to delays caused by this activity, or if the passenger is not recommended to fly by the Airport Health Office authorities.
5. Citilink highly recommends that pregnant passengers check their physical condition beforehand to prevent incidents like mentioned in point number 4 above. If the passenger feels unfit to travel as scheduled on the ticket, we are glad to provide a reschedule policy, as long as it is done with prior notification in accordance with the schedule change policy stated in these conditions of carriage (see section 1.6).

1. Additional Seat Purchase
   The purchase of more than one seat for use by a single passenger is required to accommodate passengers size who encroaches on an  adjacent seat area and/or is unable to sit in a single seat with the armrests lowered.         

   1. Passengers with of size may purchase an additional reservation to secure an extra seat on the aircraft (two seats in a row).
   2. If there are no available seats on the aircraft, the passenger will be booked on Citilink’s next available flight or the reservation will be refunded.

    

2. Self-Measurement
   We recommend that passengers of size perform a self-measurement to ensure comfort and safety before boarding the aircraft.             

   1. Passengers can measure the widest part of their hips while seated using a measuring tape.
   2. Then, check the seat width information for the aircraft type that will be used. Seat width can be found in the Fleet and Seating Plan section on the Citilink website.
   3. Before making a ticket reservation, please contact us to arrange the necessary accommodations.

Infants are allowed to travel under the condition that they are held in the lap of an adult who is willing and able to take full responsibility for the accompanied infant. The infant and the passenger will be traveling on the same flight and to the same destination. The number of infants is limited per flight due to safety regulations, and as therefore there is a possibility that we may not be able to accommodate a passenger’s request to bring an infant onboard. For required documentation for infants, refer to Section 2.8.

The conditions for the carriage of infants are subject to the following requirements:         

1. Infants aged eight (8) days to twenty-three (23) months:
   1. Infants aged between eight (8) days and twenty (20) days on the date of travel for the first flight are allowed to fly without restriction. However, we require passengers to inform our staff, submit a medical certificate from a doctor, and required to sign a Limited Liability Statement (Form of Indemnity).
   2. Infants aged between twenty-one (21) days and twenty-three (23) months on the date of their first flight are allowed to fly without restriction.
2. New Born Infant: Infants aged between two (2) days to seven (7) days are not allowed to travel by air.
3. Premature Infant: Premature infants aged between eight (8) days and twenty (20) days on the date of travel for the first flight are allowed to fly without restriction. However, we require passengers to inform our staff, submit a medical certificate from a doctor and required to sign a Limited Liability Statement.
4. Infants requiring an incubator or other life support systems shall not be accepted for travel with Citilink.            

We may require passengers to travel with a companion at the passenger’s expense if:     

1. In our reasonable assessment, it is essential for safety;
2. The passenger is unable to evacuate from the aircraft without assistance; or
3. The passenger has an impairment that prevents them from understanding safety advice. When traveling with us, it is important for children under the age of 6 to be accompanied by an adult family member, who will be fully responsible for the child.

NOTE: Attendants must be at least 18 years of age at the time of travel.

For the convenience of passengers with special needs, Citilink provides the necessary facilities, including providing staff to assist passengers with special needs during check-in, giving priority boarding, providing attention and assistance during the flight, and assisting during the transit process until leaving the arrival terminal. Under certain circumstances, we may require passengers to travel with a companion or paramedic.           

Passengers with illnesses or medical conditions are required to present a medical certificate at check-in to confirm that they are fit to fly. For the safety of other passengers, we reserve the right to deny boarding to passengers suffering from infectious, contagious, or chronic diseases.

We may refuse to carry a passenger if we are not completely satisfy that it is safe for the passenger to fly. Before making a reservation, the passenger must inform us if they are suffering from any illness, disease, or condition that may pose a safety risk to themselves or other passengers during the flight.

Passengers with special needs who require specific assistance, including those who are paralyzed or have medical conditions that may require the handling or carrying of medications/needles on board, are requested to contact our contact center at least 48 hours before the scheduled flight departure date to make prior arrangements with us for the type of assistance required.

Failure to notify us within the specified time may result in the unavailability of services upon the passenger’s arrival at the airport, and the passenger may be denied carriage. Passengers with disabilities who have advised us of their special needs at the time of ticket issuance, and whose information has been accepted, shall not be subsequently refused carriage on the basis of such disability or special needs. However, the carrier’s regulations and/or government regulations may apply to the carriage of passengers with a disability. For health and safety reasons, passengers with special needs must report (check-in) at the airport.

We reserve the right to refuse to carry a passenger (even if the passenger holds a valid ticket and/or has a boarding pass) or the passenger’s baggage, or to remove the passenger’s baggage from our flight for safety and security reasons, or if, according to our policy, we determine that:

1. Such action is necessary in order to comply with any applicable laws, regulations or orders of any State or country to be flown from, into or over;
2. The passenger refuses our request for, or the request to provide copies of, information about themselves, including information required by the government;
3. The conduct, age, or physical or mental condition of the passenger, such as:
   1. Requiring special assistance from us beyond what is required by applicable laws, or
   2. Causing discomfort to, or making the passenger objectionable, to other passengers; or
   3. Posing a danger or risk to the passenger themselves, other people, or property.
4. The passenger has made a hoax bomb, or safety or security, threats.
5. The passenger has committed a criminal offence during check-in, the boarding process, or aboard the aircraft.
6. The passenger committed misconduct on a previous flight and there is a likelihood that such conduct may be repeated.
7. The passenger fails to comply with instructions from our ground staff or crew members related to safety and security.
8. The passenger has used threatening, abusive, or insulting words towards our ground staff, other passengers, or our crew members.
9. The passenger has behaved in a threatening, abusive, insulting, or rule-violating manner towards our ground staff or crew members.
10. The passenger has deliberately interfered the crew members in the performance of their duties.
11. The passenger has refused to submit to a security check of themselves or their baggage, or after the inspection, the passenger failed to provide satisfactory answers to security questions during check-in or boarding, or if the passenger fails to pass security profiling or assessment, or the passenger damages or removes security seals on their baggage or security stickers on the passenger’s boarding pass.
12. The travel fare or any applicable fees or taxes have not been paid.
13. The passenger’s payment for the travel fare is fraudulent.
14. The passenger does not have the appropriate documents for travel.
15. Our seat reservation has been made fraudulently or unlawfully, or has been purchased from a person not authorized by us.
16. The credit card used to pay for the passenger’s travel fare has been reported lost or stolen.
17. The itinerary or booking is counterfeit or fraudulently obtained.
18. The itinerary has been altered by anyone other than us or our authorized agent, or has been mutilated (in which case we reserve the right to retain such documentation); and/or
19. The person checking in or boarding the aircraft cannot prove that they are the person named as the passenger on the ticket (we reserve the right to retain such ticket in this circumstance); or
20. The immigration authorities in the country where the passenger is traveling, or the country where the passenger has a stopover, have informed us (either orally or in writing) that they have decided not to allow the passenger to enter the country, even though the passenger holds valid travel documents.

Acceptance for the carriage of unaccompanied children (ages 6-12) or person who are incapacitated by illness may be subject to prior arrangements in accordance with the carrier’s regulations. For safety reasons, the total number of unaccompanied children and incapacitated (or disabled) persons should not exceed 10% of the aircraft’s capacity.

Accompanied children are accepted to travel on both domestic and international flights as follows:

1. Children under the age of 12 are allowed to travel if accompanied on the same flight by another passenger who is at least 18 years old.
2. For travel to/from international destinations, all children, regardless of age, must have a valid passport and all required foreign government documentation for entry and exit from foreign countries. These documents must be provided to Citilink at check-in. Passengers are responsible for verifying foreign government documentation and entry requirements.

Unaccompanied children are accepted to travel only on domestic flights as follows:

1. For travel entirely within the Republic of Indonesia, children aged between 6 and 12 years are allowed to travel unaccompanied on Citilink flights. Children under the age of 6 are not permitted to travel unaccompanied. Unaccompanied children may travel on direct flights as well as connecting flights, however overnight stopover is not permitted.
2. Citilink does not accept unaccompanied children for travel to/from international destinations.
3. Young adults aged 12 and older are permitted to travel alone domestically and internationally.
   1. For international travel, it is required to have a valid passport and other required documents for the destination country.
   2. For domestic travel, it is required to have identification as mentioned in section 3.a or other identification cards (e.g., Student ID card).
4. All travel by unaccompanied children must be on flights for which the child’s reservation has been confirmed.
5. Gate Passes and Handling Procedures for Unaccompanied Minors:
   1. All unaccompanied children must check in at the airport ticket counter with his/her parent or other responsible adult. Online check-in is not available for unaccompanied children. Be sure to arrive at the airport early to complete the required documentation and to ensure the child’s security through the security check (when permitted by the airport) and identify the child to the gate gate for the boarding process.
   2. The adult must remain at the airport until 15 minutes after the flight has taken off.
   3. Citilink must be provided with the name and phone number of the parent or responsible adult who will meet the child upon deplaning. The passenger service agent will document this information on the unaccompanied minor form and place a copy of this information into a pouch. This pouch is then placed around the child’s neck to identify to the crew that the child is traveling alone as an unaccompanied minor. If the child is not met upon arrival by the responsible adult, Citilink will take any necessary action to ensure the child’s safety, including returning the child to the departure airport. The responsible adult accompanying the child to the departure airport will be liable for reimbursing all costs incurred by Citilink due to this action.
   4. The person dropping off the child must obtain a gate pass at the airport ticket counter (if permitted), and then escort the child to the gate. The person picking up the child must obtain a gate pass at the airport ticket counter (where permitted) to proceed to the flight’s arrival gate. Citilink Indonesia requires photo identification from the designated individual meeting the unaccompanied minor at the destination, and will not release the child to anyone else. Gate passes are only provided to an escort of an unaccompanied minor and for people requiring assistance. Gate passes will not be given to anyone requesting gate access without a valid reason. Security requirements/restrictions may vary based on the airport; therefore, gate passes will be issued in accordance with current airport security guidelines. Not all airports allow the issuance of gate passes.

Citilink does not accept car seats as cabin baggage.

One (1) stroller (e.g., foldable stroller, compact foldable stroller, or collapsible stroller) will be accepted per child as checked baggage at no additional cost. These items are not considered part of the passenger’s baggage allowance. If the stroller is a foldable type that meets the cabin baggage size requirements as stated in section 7.3.1, it may be accepted as cabin baggage, provided it is folded before boarding and not used onboard the aircraft. The stroller must be stored in the overhead bin with the wheels facing up to prevent rolling.

It is recommended to use a cover on the stroller to protect it from friction or damage.

Passengers assumes full responsibility for the conduct of his or her accompanying pet or service animal. If Citilink experiences any losses, damages, delays, costs, or legal liabilities in relation to the carriage of such animal, the passenger accepts full liability for any sums incurred.

Citilink DOES NOT ACCEPT the carriage of pets in the cabin.

Citilink DOES NOT YET ACCEPT the carriage of service animals in the cabin. However, for special flights or certain schemes, or charters, if Citilink does accept service animals, the requirements will be detailed in this section. No other type of animal will be accepted.

A service animal is defined as a dog, regardless of its breed or type, that is individually trained to perform work or tasks for the benefit of an individual with a qualified disability, including physical, sensory, psychiatric, intellectual, or other mental disabilities.

Citilink DOES NOT accept animals as checked baggage. Citilink only accepts animals as cargo.

1. All baggage fees are non-refundable unless under involuntary conditions, and may be paid in advance or at the airport. In certain countries, taxes on baggage fees may be required. In such cases, in addition to any other applicable fees outlined here, these taxes will be charged by Citilink and paid to the tax authorities or as required by local regulations. If there are changes to the travel plan, customers may be required to pay any increase in baggage fees. See Section 3.3 for further details.
2. Baggage fees are charged per item, per travel route, except for transit and reservations purchased with multiple individual flight segments, rather than as a valid connecting flight under one (1) Citilink reservation system code. In such situations, baggage fees apply per item and per individual flight segment. Passengers are responsible for retrieving checked items at each transit point. These items must then be re-checked at the ticket counter before proceeding with the next flight segment under one (1) Citilink reservation system code. Citilink is not responsible for baggage that is not transferred due to the purchase of an invalid connection.
3. The baggage policy for connecting routes with different aircraft types will follow the smallest baggage allowance.

We reserve the right to refuse the carriage of baggage or items found within the baggage for the following reasons:

1. Items which do not constitute baggage as defined in Chapter 1 (Definitions).
2. Items that are not packed in a suitcase or other appropriate container to ensure safe carriage with reasonable handling and care.
3. Items which are likely to endanger the aircraft or persons or property on board the aircraft, such as: explosives, ammunition, compressed gases, corrosive materials, oxidizing materials, radioactive or magnetic substances, flammable liquids, gels or substances, toxic substances, substances that irritate the nose or cause pain, liquids (other than liquids contained in a passenger’s cabin baggage for personal use during the journey), or items specified in the International Civil Aviation Organization (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods by Air, and the Dangerous Goods Regulations of the International Air Transport Association (IATA), and the carrier’s regulations (further information is available from Carrier on request).
4. The carriage of items prohibited by the laws, regulations, or orders of the country or state from, to, or over which the flight is operated.
5. Items that, in our opinion, are unsuitable for carriage due to their weight, shape, size, or nature, such as fragile or perishable items.
6. Live or dead animals.
7. Human or animal remains.
8. Weapons such as antique firearms, swords, knives, or similar items; provided that these items may be allowed as checked baggage at our sole discretion for specific reasons. These items may not be transported in the cabin under any circumstances.
9. Firearms and ammunition other than for hunting and sporting purposes, are prohibited from being transported as baggage. Firearms and ammunition for purposes other than hunting and sports may be accepted as checked baggage in accordance with the carrier’s regulations. Firearms must be unloaded with the safety clip attached and packed properly. The carriage of ammunition is subject to the ICAO and IATA regulations as stipulated. (For more information on firearms and ammunition, refer to the Special Items Chart in section 7.9.)

1. The baggage that passengers carry on the aircraft must fit under the seat in front of them or in a closed storage compartment in the cabin. Items that we deem too heavy, oversized, or disruptive will not be allowed in the cabin. Items that are unsuitable for transport in the cargo hold (such as fragile musical instruments and similar items) will only be accepted for transport in the cabin if prior notice is given and permission is granted by us. The carriage of such items may incur additional charges. Passengers (excluding infants) are allowed to carry baggage up to 7 kg, provided the dimensions are in accordance with the specifications in Section 7.3, Number 4. Wheeled bags may be brought into the cabin as long as their dimensions are equal to or smaller than those specified. As per applicable local laws and security regulations, passengers may carry liquids in their carry-on baggage, provided they comply with the following limitations:
   1. Liquids must be in containers with a maximum volume of 100 ml.
   2. All liquid containers that meet the 100 ml maximum volume requirement must be comfortably placed in a transparent, resealable plastic bag with a capacity of 1 liter.

The plastic bag must be presented separately during the security check. Passengers may be asked to dispose of liquids that do not meet the above requirements.

2. Passengers are allowed to bring one (1) carry-on bag plus one (1) personal item (such as a wallet, laptop, backpack, or duty-free item) into the aircraft, provided it meets the size limitations specified in Section 7.3.4.
3. The carry-on item must fit into the overhead storage or under the seat and should not exceed 56 cm x 36 cm x 23 cm (for flights with A320 aircraft) or 41 cm x 34 cm x 17 cm (for flights with ATR aircraft), including handles and wheels. Items exceeding these dimensions must be checked in as baggage.
4. Personal items must not exceed the dimensions of 40 cm x 30 cm x 10 cm, including handles and wheels. Any item exceeding these dimensions will no longer be considered a personal item and will incur a cabin baggage or checked baggage fee.
5. Additional personal items such as the following, but not limited to:
   1. Totebag, waistbag, or small pouch (or similar items)
   2. Laptop
   3. Handbag / pocketbook / wallet
   4. Coat / blanket / scarf
   5. Walking cane
   6. Pocket camera / small mirrorless camera
   7. Reading materials in reasonable quantities for reading during the flight.
   8. Child Restraint System.
   9. Full foldable wheelchair or a pair of crutches for use by passengers who require them.
   10. Urn containing human ashes, provided it is properly packaged.
   11. Flower bouquets are allowed provided they do not contain soil or water. If in bouquet form, the number of flowers should not exceed 20, and the packaging must ensure it does not damage other baggage in the compartment. The bouquet must not have a fragrance and should not contain rare or protected flowers.
6. Citilink may require items to be checked in as baggage if they cannot be stored safely or if they do not comply with the baggage policies established here. Excess items will be subject to additional charges according to the checked baggage fees.
7. Bulky Baggage
   Baggage may occupy a seat, subject to applicable regulations, provided the passenger accompanies the item, the item meets the specified dimensions, it can be securely fastened with a seatbelt, the reservation is made in advance, and the applicable fees are paid. Items accepted as seat baggage cannot block plaques or signs and must comply with aviation safety and security requirements. Animals are NOT accepted as seat baggage. Bulky Baggage includes items that fall under the category of cabin baggage but are not carry-on baggage (e.g., musical instruments, diplomatic bags, valuables). The dimension requirements for Bulky Baggage are L60 cm x H36 cm x W36 cm, with a maximum weight of 32 kg (70 lbs), including the weight of packaging or storage boxes.

1. Once baggage is handed over to us for storage, we will issue a Baggage Identification Tag for each checked baggage item. Checked baggage must have the passenger’s name or other personal identification securely attached to it. It is the passenger’s responsibility to ensure that their baggage is properly and correctly labeled for identification purposes. If a passenger’s baggage does not have a name, initials, or other personal identification, the passenger must attach this information to the baggage before acceptance. Checked baggage will be transported on the same flight as the passenger unless we decide otherwise, in which case it will be transported on the next available flight. If the passenger’s checked baggage is transported on a subsequent flight, we will deliver it to the passenger within a reasonable time after the arrival of that flight, unless applicable law requires the passenger to be present for customs clearance.
   For baggage that exceeds the specified weight limits, additional fees will apply according to the rates stated in the Fee Schedule and as set out in the Carrier’s Regulations. There is no baggage allowance for infants who do not occupy a seat, although strollers will be transported free of charge. Passengers are not permitted to use another passenger’s unused checked baggage unless traveling on the same itinerary. Passengers booking on the same itinerary as those not traveling may not transfer the unused checked baggage weight to those traveling on the same itinerary. For health and safety reasons, the Carrier will not accept any individual item exceeding 32 kg per piece. This weight limitation does not apply to mobility equipment. Sports equipment may be transported in the aircraft’s cargo hold after payment of the applicable fee as outlined in the Fee Schedule and at the passenger’s own risk. Therefore, passengers are advised to purchase necessary insurance for such items. Musical instruments exceeding cabin baggage dimensions (while still within the baggage allowance) may be carried into the cabin if a seat for the musical instrument has been purchased and the corresponding travel fee has been paid.
2. The fee applies to all checked baggage. Citilink Indonesia allows up to five checked items per paying passenger (restrictions may apply for certain destinations and at specific times of the year).
3. Checked Baggage Size and Weight Restrictions:
   1. Any checked baggage exceeding the standard size and weight limits, including handles and wheels, will incur an additional excess baggage fee, apart from the standard checked baggage fee.
   2. Citilink Indonesia will not accept baggage weighing more than 32 kg per item.
   3. Except for certain items, Citilink Indonesia will not accept baggage with a total dimension (Length + Width + Height) exceeding 80 inches.
4. Citilink will register baggage for passengers with valid reservations under the following conditions:
   1. Baggage must be checked in at the airport before the flight departure.
   2. Name identification is required on the outside of all baggage. Citilink recommends placing identification, including a phone number, inside as well.
5. Baggage will only be registered to:
   1. The passenger’s final destination or to the passenger’s next stopover airport.
   2. Citilink will refuse to transport or may offload at any airport baggage that the passenger refuses to check in. Citilink may refuse to transport the passenger’s baggage on any flight other than the flight carrying the passenger.
6. Delayed, Damaged, or Lost Baggage
   1. For domestic flights, if the passenger’s baggage is delayed, lost, or damaged, please report to the Citilink baggage service officer at the airport area. Citilink will not process reports of baggage damage or loss once the baggage has left the arrival terminal area.
   2. For international flights:
      1. In the case of damaged baggage, a report must be made before the passenger leaves the arrival area, and the damage claim must be submitted no later than 7 (seven) days from the date of receipt for the checked baggage.
      2. In the case of delayed or lost baggage, a report must be submitted no later than 21 (twenty-one) days from the date the baggage should have been available to the passenger.

NOTE: Regardless of location, passengers traveling with a reservation associated with limited liability release must report damaged baggage directly to the Passenger Service Agent at the airport.

Reasonable efforts will be made to deliver delayed baggage within 24 hours of the flight’s arrival. Once the passenger’s items are found, they will be returned to the passenger as soon as possible. Baggage delayed due to the passenger’s late check-in, change of destination after check-in, or standby status will be delivered at the passenger’s expense.

7. Delayed Baggage – Reimbursable Expenses

Citilink Indonesia provides compensation for temporary expenses for passengers whose baggage is delayed. The baggage delay is accommodated by providing a daily allowance of Rp. 200,000 per day, with a maximum of 3 (three) days.

All original receipts must be provided for reimbursement; copies will not be accepted. Citilink Indonesia reserves the right to request that items purchased due to delayed baggage be returned before compensation is provided. The items purchased are considered replacements for the items in the delayed baggage. Any reimbursement is considered an advance and will be deducted from the final settlement in the rare event that the baggage is deemed lost.

8. Delayed Baggage – In Excess of Fourteen (14) Days

If the baggage reported by the passenger has not been found and returned within fourteen (14) days, the passenger will receive compensation for the lost baggage in accordance with applicable regulations. The passenger must submit a claim to Baggage Service. To submit a claim, the passenger needs to complete the online claim form. This online claim form is separate from the delayed baggage report submitted at the airport. Additional information and details provided by the passenger in this form will assist the Central Baggage in more advanced tracking and increase the chances of successfully locating the passenger’s baggage. For more information on how to submit a claim, see section 7.4.10.

9. Filing A Baggage Claim
   1. Compensation provided for cases of damaged checked baggage: We will repair or replace the baggage according to its type, shape, size, and brand.
   2. Compensation provided for cases of lost checked baggage is IDR 200,000/kg, with a maximum of IDR 4,000,000 per passenger for domestic flights.
   3. Compensation provided for cases of loss, destruction, damage, or delay of checked baggage is limited to no more than 1,288 SDR per passenger for international flights.

NOTE: Citilink Indonesia reserves the right to request the original receipt for temporary purchases to be sent by mail. The actual value for the replacement of all unclaimed baggage is determined based on the original purchase price, minus a reasonable depreciation for previous use (does not apply to assistive devices). Claims and all required documents must be received within thirty (30) days from the date of arrival unless applicable law or agreement provides a longer period.

Passengers are strongly advised not to include valuable or fragile items in Checked Baggage. If such items are checked in as baggage, the passenger agrees that these items are checked in at their own risk. Passengers must inform us that they intend to check in such items and present them to us during check-in. Upon inspection of these items, we may refuse to accept them as Checked Baggage.

If, despite being prohibited, any items mentioned in section 7.2.5 or any other items that may be considered valuable or fragile are included in the passenger’s Checked Baggage, we will not be liable for any loss or damage to such items above the limit specified by the applicable law in the passenger’s contract of carriage. We may require the passenger to purchase insurance for fragile and/or valuable items. Fragile/perishable items will only be accepted if the Citilink agent is informed of such items, and a release form has been signed, exempting Citilink from liability for damage, loss, or decay, or delay in delivery leading to damage, loss, or decay of such items. Failure to inform Citilink of fragile/perishable items in the baggage may result in the denial of any claim for loss or damage. Citilink will refuse to accept property for transport that is not properly packed to withstand normal handling, whose size, weight, or nature makes it unsuitable for transport, or which cannot be accommodated without inconvenience or harm to other passengers. Fragile and perishable items will be accepted if the tubes, containers, or boxes are designed to ship the items and are packed in leak-proof containers or protective materials approved by the airline.

NOTE: Plastic bags or foam containers are not accepted for frozen food or other items that may leak during transport.

Perishable items include fresh or frozen seafood and other food products.

1. The following items cannot be accepted as checked baggage:
   1. Seafood products (Fresh Fish, Live Crabs, Shrimp)
   2. Fresh Meat (Raw Meat, Poultry)
2. These items may be accepted as cabin baggage, subject to quarantine regulations at the destination. To carry these items as cabin baggage:
   1. The items must be properly packed and comply with cabin baggage policies.
   2. If dry ice is used in the packaging of these items, a maximum of 2.5 kg of dry ice per passenger is allowed in the cabin. The following are the provisions for transporting perishable items as passenger baggage.

Items or food products categorized as having a very strong smell and requiring special consideration in packaging include:

• Durian
• Salted Fish
• Onion/Garlic
• Stink Bean (Petai) / Dog Fruit (Jengkol)
• Chili
• Shrimp Paste
• And goods that have a strong smell that may interfere the comfort of other passengers.

The above items can only be transported via cargo, with packaging in accordance with applicable regulations.

NOTE: Marine products, fresh meat, or FRUITS (NOT APPLICABLE FOR FLIGHTS TO AUSTRALIA).

For safety and security reasons, we may request passengers to undergo an inspection, X-ray scanning, or other types of scans on the passenger or their baggage. We reserve the right to inspect a passenger’s baggage without the passenger being present if the passenger is unavailable, to determine whether the passenger possesses or whether their baggage contains items described in Section 7.2 above. If the passenger refuses to comply with such inspections or scans, we have the right to deny the transport of the passenger and their baggage without refund and without any further liability to the passenger. We are not responsible for any damage caused by inspections, X-ray scans, or other scans, unless such damage is caused by our fault or negligence. In accordance with safety regulations, passengers are advised not to accept packages from unknown individuals.

1. Passengers must collect their baggage as soon as it becomes available at the destination or stopover.

2. Checked baggage that is not collected within three (3) months from the time it becomes available to the passenger may be considered abandoned by the passenger, and we reserve the right to dispose of the baggage without any liability to the passenger.
   For perishable goods, the maximum storage period is three (3) days. However, if the items emit an unpleasant odor or leak, we reserve the right to dispose of them earlier.

    

3. Only the holder of the baggage tag provided to the passenger at the time of baggage check-in is entitled to receive the delivery of the baggage. If someone claiming the baggage is unable to show the baggage tag, we will only deliver the baggage to that person on the condition that they have proven their right to the baggage, and if required by us, they must provide adequate assurance to indemnify us for any loss, damage, or cost we may incur as a result of the delivery.

The following items may be accepted as carry-on and/or checked baggage with certain limitations. Standard baggage fees apply to ALL registered items and carry-on items (that exceed the dimensions of personal items), unless special fees are mentioned below. Size and weight fees may also apply, unless excess weight or size is specifically exempted as stated below. For acceptance as cabin baggage, items must adhere to the size limits outlined in section 7.3.

For safety and security reasons, all items must be securely packed inside bags or boxes/containers. Items that are not secured cannot be placed in the bag. Items packed separately will be considered as two separate items and will incur separate service charges.

CITILINK DOES NOT PROVIDE SHIPPING BOXES.

NOTE: The following list is not exhaustive (fees may apply).

The following list is classified as hazardous materials and may not be carried in baggage. This list does not cover all substances, and Citilink may refuse any substance deemed a threat to safety.

1. liquor products over 140 proof.
2. Gasoline-powered tools
3. Compressed gas
4. Corrosives (such as acids and wet batteries)
5. Explosives (such as dynamite, but also including fireworks)
6. Flammables (such as matches and lighter fuels)
7. Poisons
8. Magnetic and radioactive materials, as well as any other items as regulated by government regulations
9. Other hazardous or dangerous goods and materials that are prohibited or restricted can be found in the following resources applicable at the time of travel:
   1. IATA Dangerous Goods Regulations.
   2. IATA Permitted and Prohibited Goods.

Unless otherwise required by applicable law, Citilink Indonesia is not responsible for the following:

1. Damage to baggage resulting from normal wear and tear during the carriage process. Normal damage includes, but is not limited to, small tears, scratches, scuffs, dents, punctures, marks, and dirt that do not affect the functionality of the baggage.
2. Loss or damage to:
   1. Protruding parts such as wheels, feet, outer pockets, pull handles and extensions, hang hooks, outer locks, pull straps, and security straps if the loss or damage occurs due to normal wear and tear.
   2. Items damaged due to manufacturing defects, overloading, or due to inherent defects, quality issues, or flaws in the baggage.
   3. Items that are tied, secured, or fastened to other checked baggage that are not labeled and/or packaged separately (e.g., sleeping bags, umbrellas).
   4. Unchecked baggage (baggage under the passenger’s supervision, including carry-on baggage), unless the damage is caused by our negligence, excluding damage due to turbulence or shifting of items during the flight.
3. Loss, damage, or delay caused by actions taken by Aviation Security, Customs, or other government authorities.
4. Damage caused by the passenger’s belongings, whether the damage pertains to the passenger’s own property or that of another person.
5. Damage caused by liquids inside or within the baggage, including due to weather conditions (e.g., rain, snow).
6. Claims for lost or damaged items if the passenger’s checked baggage is not damaged, delayed, or lost.
7. Claims for damage to the contents of a hard-sided suitcase if the exterior of the suitcase is not damaged.
8. Claims for damage or loss of items from car seats, strollers, and folding carts when transported as checked baggage.
9. Temporary costs incurred by a customer with delayed baggage if the customer fails to meet the check-in time requirements as outlined in section 1.3.3.

1. Domestic Baggage – Limitations of Liability:
   1. Citilink assume no responsibility or liable for the following items in checked baggage or carry-on baggage:
      1. Antiques,
      2. Artifacts,
      3. Art supplies,
      4. Backpacks or knapsacks not designed for travel (e.g., made of plastic, vinyl, or easily torn materials, with aluminum frames or materials that are easily bent, with protruding straps or buckles),
      5. Blueprints, maps, historical documents,
      6. Books,
      7. Business documents,
      8. CDs/DVDs,
      9. Porcelain, glass, pottery, ceramics, and related items,
      10. Collectibles,
      11. Commercial goods,
      12. Computer hardware and software, including laptops and accessories,
      13. Cosmetics,
      14. Drugs prohibited by federal and/or state law,
      15. E-cigarettes and other battery-powered smoking devices,
      16. Electronic equipment and accessories, including mobile phones, e-readers, electronic games, and related items,
      17. Eyeglasses, binoculars, prescription or non-prescription sunglasses, contact lenses, and all other vision and eye/lens devices,
      18. Feathers and feather products,
      19. Fragile items (see section 7.4),
      20. Garment bags not designed for travel,
      21. Heirlooms,
      22. Human organs,
      23. Irreplaceable items,
      24. Jewelry,
      25. Keys,
      26. Liquids, including alcohol/spirits,
      27. Machinery (including spare parts),
      28. Manuscripts,
      29. Pharmaceuticals,
      30. Medical equipment (not used as assistive devices as per 14 CFR 382.3),
      31. Money, gift cards, negotiable paper, and securities,
      32. Musical instruments,
      33. Orthodontics,
      34. Perfume,
      35. Perishable items (see section 7.4),
      36. Photographs and personal documents,
      37. Photography, cinematography, audio, video equipment, cameras, and related items,
      38. Precious metals and gemstones,
      39. Publications,
      40. Samples,
      41. Silverware,
      42. Tobacco products,
      43. Tools, battery-powered hand tools, toolboxes, and containers,
      44. Watches and timepieces,
      45. Artwork, such as paintings and sculptures, or
      46. Similar valuable, fragile, or perishable items or items not packaged according to other rules described in this agreement.
   2. For travel entirely between points within the Republic of Indonesia, liability for the loss, delay, or damage of checked baggage is limited to a certain amount per passenger with a confirmed reservation.
      1. Loss: If baggage is not found within 14 working days from the date and time of arrival, Citilink will provide compensation of Rp200,000 per kg, with a maximum of Rp4,000,000 per passenger.
      2. Delay: If baggage is delayed, Citilink will provide compensation for the waiting period of the delayed checked baggage that has not been found, at Rp200,000 per day, up to a maximum of 3 calendar days or Rp600,000 per passenger.
      3. Damage: If baggage is damaged, Citilink will provide compensation according to the cost of the damage claimed.
2. International Baggage – Limitations of Liability:
   1. Citilink WILL NOT accept agricultural goods, perishable items, or any products that do not comply with the Customs and/or Agricultural authorities of the foreign country being entered or left by the passenger during a Citilink flight.
   2. Limitations on the number, size, and weight of checked baggage apply.
   3. For international travel to/from destinations, the limitations of liability under the Montreal Convention will apply. The liability for loss, delay, or damage to checked baggage is limited to 1,288 SDR per passenger. For international travel, the weight of each checked baggage is assumed to be within the applicable standard baggage allowance, as described above. This weight will set the maximum liability limit for the airline, unless the excess weight is clearly noted on the passenger’s baggage claim tag, and an additional fee is paid. If the weight of the baggage is not noted on the Baggage Claim Tag, it will be assumed that the weight of the baggage is within the standard baggage allowance as outlined above.

Citilink will not allow anyone to use portable electronic devices on board that could affect the performance of the aircraft’s systems and equipment.

Portable Electronic Devices (PEDs) can cause Electromagnetic Interference (EMI) to the aircraft’s navigation or communication systems where the device is used.

There are two types of PEDs used on board:

1. Permitted PEDs (during the flight)
   1. Electronic watches;
   2. Portable voice recorders;
   3. Hearing aids;
   4. Pacemakers;
   5. Approved portable medical electronic devices (MPEDs), as determined by Citilink Indonesia.
2. Restricted and Prohibited PEDs, unless specified otherwise
   1. On all flights, PEDs may not be used below 10,000 feet, including during taxi, takeoff, and landing, but may be used above 10,000 feet:
      1. Portable computers or tablets (with airplane mode activated)
      2. Bluetooth/Wi-Fi devices
      3. Calculators with printers
      4. Electronic toys without remote control units
      5. Non-transmitting electronic games
      6. Non-transmitting portable media players (if equipped with transmitting function)
   2. Electronic toys with remote control units are not allowed to be used at any time.
   3. Mobile Phones (may not be used for voice communication or transmission) must be turned off below 10,000 feet, including during taxi, takeoff, and landing. However, they may be used above 10,000 feet and must be in airplane mode. During boarding, the use of mobile phones may be allowed, but it is limited to operational purposes such as boarding pass checks by ground staff and/or cabin crew. However, all passengers must follow the crew’s instructions and immediately turn off their PED devices if requested by the crew.
   4. Headsets or earphones (in the form of earbuds) may be required for any portable devices that emit sound, and cables or other accessories must not obstruct emergency evacuation.
   5. For safety reasons, passengers must comply with all instructions from the crew regarding the use of portable electronic devices.

1. Smart luggage with non-removable lithium-ion batteries is not permitted for transport on Citilink Indonesia flights.
2. Only smart luggage with removable lithium-ion batteries is permitted for transport on Citilink Indonesia flights, under the following conditions:
   1. The lithium-ion battery capacity must be ≤ 100 Wh, and the battery must be removable.
   2. Smart luggage is allowed as cabin baggage with dimensions in accordance with the cabin baggage regulations: 56 cm x 36 cm x 23 cm (Airbus A320 & A330) and 41 cm x 34 cm x 17 cm (ATR 72-600), with a maximum weight of 7 kg, and must fit when measured using the Baggage Test Unit (BTU) provided.
   3. If smart luggage is reported as checked baggage at the check-in counter, the battery must be removed, and the battery must be carried by the passenger.
   4. If the smart luggage does not meet the requirements outlined in point b above, the sweeping baggage policy will apply, and Citilink will charge a sweeping baggage fee at the boarding gate.
   5. Passengers carrying smart luggage are required to report it to the check-in staff. If the passenger is unwilling to comply with the above requirements, Citilink staff reserves the right to refuse carriage.
   6. It is recommended that smart luggage be equipped with extra protection (e.g., a cover).

It is recommended to read the description and specifications of Smart Luggage officially released by the manufacturer, either from the manufacturer’s website or other official manufacturer information sources.

1. Ensure the passenger’s power bank is in good condition. Know the battery capacity of the power bank and report it to the staff before departure.
   Power banks containing lithium-ion cells are considered spare batteries and must be transported in accordance with flight safety procedures, under the following conditions:
   1. Power banks are only allowed to be carried on board as cabin baggage and are not permitted in checked baggage.
   2. Power banks must not be used or turned on during the flight.
   3. Power banks must not be placed with flammable items.
2. Power banks with a maximum capacity of 100 Wh are allowed to be carried into the cabin. Power banks with a capacity between 101 and 160 Wh are only permitted in the cabin after receiving approval from Citilink staff. Ensure that the power bank has a clear capacity label to be allowed on the flight.

The following is a list of the number of power banks that can be carried on the flight:

Note:

• 100 Wh = 20,000 mAh; 160 Wh = 32,000 mAh; assuming the voltage is 5V.
• If the battery voltage of the power bank is other than 5V, calculate the watt-hour capacity using the following formula: Watt-hour (Wh) = Voltage (V) x Milliampere-hour (mAh) ÷ 1000.
• The watt-hour capacity must be the primary reference in determining whether the power bank can be carried or not.

7.15.1 Checked Baggage

1. If baggage is not received upon arrival or is found to be damaged, the passenger must immediately report it to the Baggage Service office in the arrival area before leaving the airport (applicable to both domestic and international flights).
2. The report that will be followed up must be completed with the baggage tag number, identification card, and boarding pass.
3. As proof of the report, the Baggage Service staff will issue a Property Irregularity Report (PIR).
4. The Property Irregularity Report (PIR) is created based on the name of the baggage owner (if the baggage is not received upon arrival or found to be damaged) and cannot be done collectively.
5. The search process for reported lost baggage will be conducted within a period of up to 14 calendar days. If the baggage is found, it will be delivered to the address listed in the PIR document.
6. If the baggage is not found within 14 days, it will be considered lost, and a compensation or reimbursement claim can be made.
7. The deadline for submitting a claim for compensation or reimbursement for lost or damaged baggage is 60 days from the date the Property Irregularity Report (PIR) is created.
8. Reports received after leaving the arrival area (except for international flights) or those not accompanied by the required supporting documents will be treated as courtesy reports and a courtesy report form will be issued as proof of the report.
9. A Courtesy Report is a report of lost or damaged baggage that will be followed up without any obligation to provide compensation or reimbursement.
10. A Courtesy Report for lost baggage means Citilink’s responsibility is to assist in the search process from the lost baggage report, with a tracing period of 7 calendar days. A Courtesy Report for damaged baggage will serve as a reference for improving our baggage services.
11. If baggage is not received upon arrival (on the same date and flight number), the baggage includes personal items or other property used and needed for comfort during the journey (Personal Effects). Citilink will provide First Need Compensation (FNC)/waiting allowance under the following conditions:
    • For domestic sector flights, IDR 200,000 per passenger per day, up to a maximum of 3 days.
    • FNC is not provided for baggage delays caused by customs issues.
    • Referring to the applicable regulations (Minister of Transportation Regulation No. PM 77 of 2011, the Warsaw Convention 1929, and the Montreal Convention 1999), compensation for the loss of checked baggage or its contents will be based on the weight of the baggage declared lost, under the following conditions:
      1. The form of responsibility for damaged checked baggage is as follows:
         1. Minor Damage: The functionality of the baggage is still intact and can be used to store and carry its contents. Examples include: small tears or holes in the baggage, a broken wheel, a broken handle, a bent handle, detached straps, damage to the main zipper but still able to close, damage to the zipper on side pockets, damage to locks, and damage to accessories attached to the baggage. Repairs will be made for this type of damage.
         2. Major Damage: The baggage is no longer functional for storing and carrying its contents but is still repairable. Examples include: large tears or holes in parts that can still be repaired, damage to the main zipper of the baggage making it impossible to close, or all wheels or 75% of the wheels being non-functional. For this type of damage, either repair or replacement will be carried out.
         3. Total Damage: The baggage is no longer functional and cannot be repaired. Examples include: completely broken or destroyed baggage. For this type of damage, replacement will be provided.
      2. Citilink is exempt from liability claims made by passengers for the loss of valuable items or personal belongings stored in checked baggage. Passengers are required to remove/move/ensure that their valuable items or belongings are not placed in checked baggage and are always under their own supervision (to be carried in the cabin baggage).

7.15.2 Cabin Baggage

1. If a passenger loses or leaves behind cabin baggage or items inside the aircraft, the passenger can report it directly to the baggage service office at the arrival airport. Citilink will conduct an investigation for lost items on that flight.
2. Citilink is not responsible for the loss of cabin baggage, unless it can be proven that the loss was caused by the negligence of Citilink staff, employees, or parties employed by Citilink, and such proof is acceptable or based on a legally binding court decision.
3. For found items in the cabin, Citilink will conduct checks or verify ownership based on the markings on the items. If contact information and ownership details are found, Citilink will contact the owner to arrange for the items to be retrieved at the airport (where Citilink operates).

7.15.3 Handling of Unclaimed Baggage and Unclaimed Property

1. If baggage/items without identification are found, we will conduct a search based on reservation data and/or any markings on the baggage or item.
2. If the ownership of the baggage/item cannot be determined, Citilink will store the baggage/item for 3 months from the date of the flight arrival or the date the baggage/item was found.
3. In the event of a claim of ownership during the storage period, we will conduct verification and hand over the baggage/item if the verification matches the claimed ownership.
4. If, after 3 months and based on verification and investigation, the ownership remains uncertain, Citilink will dispose of the baggage/item in accordance with the provisions of the Air Navigation Ordinance (OPU) No. 100 jo 101 of 1939. Specifically, for baggage/items with the following characteristics:
   1. Perishable, easily damaged, contaminating, polluting, or harmful.
   2. Items that, for security, health, or comfort reasons, may cause damage or pose a danger.
5. Citilink will immediately destroy the baggage in question, as the maximum storage period is 3 days.

The passenger’s flight schedule refers to the schedule indicated on the passenger’s flight ticket. We promise to make our best efforts to transport passengers and their baggage with reasonable care and to adhere to the published schedules applicable on the date of travel. While we make every effort to comply with the published schedules on the travel date, we do not guarantee that the passenger’s flight will depart and arrive at the times specified in the schedules or itineraries. The times shown on schedules, itineraries, or elsewhere are not part of the passenger agreement with us. In any case, we are not liable for any errors or inaccuracies in itineraries or schedule publications or statements made by our employees, agents, or representatives regarding the departure or arrival times or concerning any flight operations. We reserve the right to change flight schedules if, in our reasonable judgment, such changes are justified due to circumstances beyond our control, including but not limited to bad weather, traffic control delays, or security or operational reasons as provided under applicable law. We are also relieved from any liability for compensation to passengers for flight schedule changes caused by weather or operational technical reasons.

At any time after the booking is made, we may change our schedule and/or cancel, terminate, divert, delay, reschedule, or suspend any flight if, in our reasonable judgment, such actions are justified due to circumstances beyond our control, including but not limited to bad weather, air traffic control delays, or security or operational reasons. In such circumstances, we will refund the travel costs paid by the passenger.

When a passenger has a confirmed reservation on a Citilink flight that is delayed due to schedule irregularity (including but not limited to missed connections, flight cancellations, omitted scheduled stops, equipment substitutions, or schedule changes), Citilink will rebook the passenger on the first available Citilink flight to the passenger’s original destination at no additional cost. Our staff will rebook the passenger on an alternative Citilink flight, either directly to the destination or via another airport to accommodate the passenger’s needs, without any additional charge. The passenger may opt for a refund in accordance with section 10.2.3. Citilink will not compensate for flights booked by the passenger on other airlines.

Flight delays are calculated based on the time difference between the scheduled departure or arrival time and the actual departure or arrival time, which is when the aircraft block off departs from the parking area (apron) or when the aircraft block on parks at the destination airport apron. Such circumstances may include force majeure events, such as weather conditions, natural disasters, airport closures or non-functioning runways, strikes, riots, civil unrest, embargoes, wars, hostilities, disturbances, or unstable international relations, whether real, threatened, or reported, or due to delays, requests, conditions, circumstances, or requirements directly or indirectly related to these facts. This also applies to any facts that cannot be anticipated, predicted, or foreseen, applicable laws, and shortages of labor, fuel, or facilities, or labor issues involving us or any third parties.

1. For Domestic Flights: If Citilink experiences a flight delay caused by airline management factors (except for delays due to airport operational issues, weather conditions, and/or other factors such as force majeure), Citilink is responsible for providing Delay Compensation to passengers as regulated by Indonesian Minister of Transportation Regulation No. 89 of 2015 (“PM89/2015”) on Delay Management, as follows:
   1. Category 1, delay of 30 minutes to 60 minutes: compensation in the form of a light snack.
   2. Category 2, delay of 61 minutes to 120 minutes: compensation in the form of a light meal and a beverage. Passengers have the option, upon request, for a ticket refund or to be rerouted to the next available flight.
   3. Category 3, delay of 121 minutes to 180 minutes: compensation in the form of a full meal and a beverage. Passengers have the option, upon request, for a ticket refund or to be rerouted to the next available flight.
   4. Category 4, delay of 181 minutes to 240 minutes: compensation in the form of a beverage, a light snack, and a full meal. Passengers have the option, upon request, for a ticket refund or to be rerouted to the next available flight.
   5. Category 5, delay of more than 24 hours: compensation of IDR 300,000 (three hundred thousand rupiah). Passengers have the option, upon request, for a ticket refund or to be rerouted to the next available flight.
   6. Category 6, flight cancellation: passengers have the option, upon request, for a ticket refund or to be rerouted to the next available flight.

2. For International Flights: If Citilink experiences a flight delay caused by airline management factors (except for force majeure), Citilink is subject to the Warsaw Convention & Montreal Convention.
3. In the event of a delay of more than 6 hours and the passenger requires accommodation, Citilink will provide accommodation for the passenger.

Citilink Indonesia’s Contingency Plan for Lengthy Tarmac Delays includes the following:

8.5.1 For Domestic Flights

Citilink Indonesia will not permit the aircraft to remain on the tarmac for more than three (3) hours before allowing passengers to deplane upon arrival, or before the pilot begins to taxi the aircraft to an appropriate landing point (in areas controlled by Citilink), or before a request for permission to return to an appropriate landing point is submitted to the Directorate General of Civil Aviation, the control tower, airport authorities, or other relevant authorities responsible for aircraft operations on the runway (in areas not controlled by Citilink) for departure flights, unless:

1. The pilot-in-command determines that deplaning passengers at an appropriate disembarkation point would jeopardize the safety or security of the passengers, or there is a safety or security-related reason (e.g., weather, direction from the relevant government authority, etc.) why the aircraft cannot leave its position on the runway to deplane passengers; or
2. Air Traffic Control informs the pilot-in-command that returning to the gate or another disembarkation point elsewhere to deplane passengers would significantly disrupt airport operations.

8.5.2 For International Flights

For flights departing from or arriving at an airport, Citilink Indonesia will not allow the aircraft to remain on the tarmac for more than four (4) hours before allowing passengers to deplane for arrival flights, or before the pilot begins to maneuver the aircraft to an appropriate disembarkation point (in areas controlled by Citilink), or before a request for permission to return to an appropriate disembarkation point is submitted to the Directorate General of Civil Aviation, the control tower, airport authorities, or other relevant authorities directing the aircraft’s operations on the runway (in areas not controlled by Citilink) for departure flights, unless:

1. The pilot-in-command determines that deplaning passengers at an appropriate disembarkation point would jeopardize the safety or security of the passengers, or there is a safety or security-related reason (e.g., weather, direction from the relevant government authority, etc.) why the aircraft cannot leave its position on the runway to deplane passengers; or
2. Air Traffic Control informs the pilot-in-command that returning to the gate or another disembarkation point elsewhere to deplane passengers would significantly disrupt airport operations.

8.5.3 For all flights covered by these provisions, Citilink Indonesia will do the following:

1. Ensure that restroom facilities are functional, the cabin temperature is comfortable, and adequate medical attention is available if needed, while the aircraft is on the runway.
2. Ensure that passengers on the delayed flights will receive notification regarding the status of the delay when the tarmac delay exceeds 30 minutes for the flight.
3. Ensure that passengers on delayed flights receive timely notifications whenever an opportunity to deplane becomes available at all suitable disembarkation points for all departure and rerouted flights.

8.5.4 Resources

Citilink Indonesia has adequate resources to implement these provisions.

8.5.5 Implementation

The implementation of Citilink Indonesia’s services has been coordinated with:

1. Airport authorities (including terminal facility operators, if applicable) at each major hub airport, medium hub airport, small hub airport, and non-hub airports served by the airline, as well as its regular emergency destination airports, which will share facilities and provide gates at the airport in emergency situations.
2. Customs and Border Protection (CBP) at each major hub airport, medium hub airport, small hub airport, and non-hub airports routinely used for the airline’s international flights, including emergency destination airports; and
3. Aviation Security at each major hub airport, medium hub airport, small hub airport, and non-hub airports served by the airline, including emergency destination airports.
4. Handling Agents (ground handling, passenger service handling, etc.) at each airport served by the airline, including emergency landing airport options.

If a flight is overbooked (more passengers with confirmed reservations than available seats), no passenger may be denied boarding involuntarily until the airline staff first asks for volunteers willing to give up their reservation voluntarily in exchange for compensation selected by Citilink.

If a flight is overbooked and there are not enough volunteers, other passengers may be denied boarding involuntarily in accordance with the following provisions:

1. Except for Unaccompanied Minors and Passengers with Disabilities, the last passengers to check in may be denied boarding in cases of overbooking, load balancing, or aircraft capacity reduction due to seats being unavailable for operational or safety reasons.
2. If a passenger is to be denied boarding involuntarily (after volunteers have been sought), they will be selected based on their check-in time. In other words, the last passenger to check in for the flight will be the first passenger to be removed from the flight. Citilink reserves the right to modify the prioritization method in accordance with Ministerial Regulation No. 30 of 2021.

No compensation for denied boarding will be provided if:

1. The denied boarding is caused by the substitution of the aircraft with a smaller capacity. Passengers will be denied boarding based on the following criteria:
   1. The booking time if the flight duration is outside of 3 hours before the originally scheduled departure time; or
   2. The check-in time if the flight is under the airport’s control within 3 hours before the originally scheduled departure time.
2. Passengers will be provided accommodation on flights scheduled to arrive within one (1) hour of the original arrival time.
3. Passengers have not fully complied with the airline’s booking or check-in deadlines, or passengers are not accepted for transport in accordance with the airline’s general rules and practices.

1. Compensation for Denied Boarding
   If a passenger is denied the seat they booked with Citilink, the passenger may be entitled to monetary compensation. In cases of overbooking, Citilink will provide information explaining the airline’s obligations and the passenger’s rights in cases of overbooked flights, in accordance with the regulations of the Ministry of Transportation.
2. Volunteers and Boarding Priorities
   If a flight is overbooked (more passengers with confirmed reservations than available seats), no passenger may be denied boarding involuntarily until the airline staff first requests volunteers willing to give up their reservation in exchange for compensation selected by the airline. If there are not enough volunteers, other passengers may be denied boarding involuntarily according to Citilink Indonesia’s boarding priority, as follows:
3. Compensation for Involuntary Denied Boarding
   If a passenger is denied boarding involuntarily, the passenger is entitled to receive “denied boarding compensation” from the airline, unless:
   
   1. The passenger has not fully complied with the airline’s ticket booking requirements, check-in process, or re-confirmation procedures, or the passenger is not accepted for transport in accordance with the airline’s rules; or
   2. The passenger is denied boarding because the flight is canceled; or
   3. The passenger is denied boarding because the replacement aircraft has a smaller capacity due to safety or operational reasons; or
   4. The passenger is offered accommodation in a different section of the aircraft than indicated on their ticket, at no additional cost (a passenger seated in a section with a lower fare must be provided with the appropriate refund); or
   5. Citilink may place the passenger on another flight scheduled to arrive at the next stop or the passenger’s final destination within one hour of the originally scheduled arrival time of the passenger’s original flight.
4. Amount of Denied Boarding Compensation
   
   Domestic Transportation
   Passengers traveling domestically who are involuntarily denied boarding due to overbooking are entitled to compensation from the airline. The airline will provide compensation in the form of:
   
   1. Rebooking on another flight at no additional cost; and/or
   2. Provision of meals, accommodation, and transportation costs if no other flights are available to the destination.

International Transportation
Passengers traveling from the Republic of Indonesia to an international destination who are involuntarily denied boarding due to overbooking on a flight departing from an Indonesian airport will receive compensation in accordance with the provisions of the Montreal Convention. This compensation may release Citilink Indonesia from further liability to the passenger for its inability to honor the confirmed reservation.

Alternative Transportation refers to air transportation with a confirmed reservation at no additional cost (by a scheduled airline licensed by the Ministry of Transportation), or other transportation accepted and used by the passenger in the case of denied boarding.

Unless otherwise specified below, the airline must provide payment to any passenger eligible for involuntary denied boarding compensation in the form of cash or a check in the amount specified above, on the day and at the location where the involuntary denied boarding occurs. If the airline arranges alternative transportation for the convenience of the passenger departing before the payment can be made, the payment will be sent to the passenger within 24 hours. The airline may offer free or discounted transportation as a substitute for the involuntary denied boarding compensation. In such cases, the airline must disclose any material restrictions on the use of the free or discounted transportation before the passenger decides whether to accept the transportation as a substitute for the involuntary denied boarding compensation. The passenger may choose to still receive the involuntary denied boarding compensation or decline all forms of compensation.

Refunds are made in reference to the Indonesian Ministry of Transportation Regulation PM 30 of 2021, Article 7, as follows:

If Citilink is unable to provide the previously confirmed seat and cannot reroute the passenger via a Citilink flight, Citilink will provide a refund as explained below:

1. The refund will be provided according to the applicable fare.
2. If part of the route has already been used by the passenger, the unused portion of the route (due to schedule changes) may be processed for a refund according to the applicable fare.
3. Passengers who experience flight cancellations, schedule changes, or delays of more than 60 minutes have 2 (two) options:
   1. Schedule change
   2. Refund
4. The refund will be provided in the form corresponding to the original purchase.
5. The refund will be issued in accordance with the applicable terms and conditions.

Citilink will issue refunds in the form corresponding to the original purchase.

Passengers eligible for a refund can submit a refund request by contacting the Citilink Contact Center at 0804 1 080808 or +622150886390 (international phone number), or the request can be submitted in writing through our website at www.citilink.co.id.

Refunds for pre-booked checked baggage fees can be processed using the payment method corresponding to the type of payment made by the passenger through Citilink’s refund team (for passengers who made the purchase via Citilink channels) or by the relevant agent (for passengers who made the purchase through Citilink’s partner agents). The following terms apply to the refund of pre-booked checked baggage fees:

1. In the case of voluntary flight cancellation by the passenger, the refund for pre-booked checked baggage fees will not be provided as long as the baggage service that has already been purchased is not used.
2. In the event of flight cancellation due to force majeure circumstances, including natural disasters, war, civil unrest, and disturbances, the checked baggage fees must be fully refunded to the passenger at the time of the ticket refund.
3. In the event of flight cancellation due to Citilink’s management factors, the checked baggage fees must be fully refunded to the passenger at the time of the ticket refund.

The purchase of a reservation does not guarantee transportation. Citilink shall not be held liable for any direct, indirect, special, or consequential damages arising from the execution or delay of execution, or failure to execute, the transportation of passengers and other services, whether or not Citilink was aware that such damages could occur.

1. Citilink Indonesia’s Conditions of Carriage may be changed without prior notice.
2. Citilink shall not be held liable for any incorrect, misleading, or inaccurate information provided by travel agents and third-party websites.
3. Information provided outside of this agreement, including through links provided here, is not considered part of Citilink’s Conditions of Carriage.

Citilink’s liability for accidents, injuries, or fatalities shall be governed by applicable law.

1. If the passenger’s journey involves a final destination or stop within the territory of the Republic of Indonesia, the liability for carriage will be in accordance with the Indonesian Ministry of Transportation Regulation No. PM 77 of 2011.
2. If the passenger’s journey involves a final destination or stop in a country other than the country of departure, the Montreal Convention may apply. This Convention governs, and in most cases limits, the airline’s liability for death, personal injury to passengers, as well as damage or loss of baggage, and passenger and baggage delays, as follows:
   1. The financial limit for any damage, including acceptable compensation for death or personal injury to a passenger, is limited to 128,821 SDR per passenger.
   2. In the case of damage, loss, or delay of baggage, the liability is limited to 1,288 SDR per passenger.
   3. In the case of passenger travel delays, the liability is limited to 5,346 SDR per passenger.

1. No Citilink employee has the authority to alter, disregard, or modify these Conditions of Carriage unless authorized by an official of Citilink Indonesia.
2. The COC is created in two (2) languages; in the case of any discrepancy in interpretation, the Indonesian version shall prevail.
3. Citilink reserves the right to make changes to the content of the COC without prior notice.

1. These Conditions of Carriage shall be governed and construed in accordance with the laws of the Republic of Indonesia, taking into account the applicable regulations in the Republic of Indonesia regarding domestic air carriage and the Convention regarding international air carriage. If any provision of these Conditions of Carriage is deemed invalid under applicable law, the remaining provisions shall remain in effect.
2. No Class Action - Any case filed under these Conditions of Carriage, Citilink’s Flight Delay Plan, or Citilink’s Passenger Service Plan must be filed in the capacity of an individual party and not as a class action plaintiff or a member of any class or representative action.
3. Time Limit - Lawsuits or claims against Citilink will not be accepted and/or may not be filed by the passenger if the lawsuit or claim is submitted outside the time limit as stipulated by the applicable laws and conventions.