Terms & Conditions Refund Voucher

Refund_EN
  • Citilink Refund Terms and Conditions

    These Terms and Conditions are set to regulate refund requests at Citilink. Customers are advised to read carefully, as it will have an impact on ticket status.

    1. The validity period of the voucher is 1 (one) year from the date the voucher is issued and cannot be extended. Example: If the voucher is issued on 1 Nov 2021, the voucher will expire on 1 Nov 2022;
    2. Vouchers cannot be cashed and expire according to the voucher's expiry date;
    3. If the voucher is not used until the voucher expiry date, then the voucher is declared invalid and cannot be reused on Citilink flights;
    4. Vouchers can be redeemed through the official Citilink website: www.citilink.co.id and the Citilink mobile app;
    5. If the prospective passenger who purchases a ticket through a travel agent does not receive the OTP code via email, the voucher can be redeemed at the ticketing office and Citilink call center 0804-1-080808 by attaching a copy of the KTP/ SIM/ other identification for the passenger on the initial ticket. which is being refunded and informs the booking code at the time of refund;
    6. The provisions related to redeem as referred to in these Terms and Conditions also apply to vouchers received for previous purchases through travel agents;
    7. Vouchers are transferable and can be used for other passengers who were not passengers on the previous reservation;
    8. Vouchers can be transferred through the ticketing office or Citilink call center 0804-1-080808 by attaching a power of attorney stamped with Rp. 10,000.00, a copy of the ID card of the voucher owner and the proxy and informing the booking code when refunding;
    9. If the value of the voucher is less than the value of the ticket to be purchased, the passenger only pays the difference between the value of the ticket and the value of the voucher;
    10. If the value of the voucher is greater than the value of the ticket to be purchased, the voucher balance will be reduced automatically. The remaining balance can be used to purchase the next ticket until the balance runs out or the voucher validity expires;
    11. The voucher nominal is the ticket price, excluding name change fees, donations, and administration fees for payments using credit cards;
    12. The value and number of the voucher will be informed to passengers via the email listed at the time of submission;
    13. Refund application is valid for all passengers in 1 (one) booking code. If the refund request is not intended for all passengers in 1 (one) booking code, the customer can contact the Citilink call center 0804-1-080808;
    14. The request for a refund cannot be canceled;
    15. If there are problems in submitting a refund, customers can contact the Citilink call center 0804-1-080808/ live chat/ Citilink social media.



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