Citilink Cancellation and Refund Policy

Cancellation and Refund Policy

Citilink provides flexible cancellation and refund options, ensuring convenience for its passengers. Below are the key points of their policy:

General Refund Rule

Most Citilink Indonesia tickets are non-refundable in full if you cancel voluntarily. For standard and promotional fares, refunds are usually partial and based on government-regulated percentages, not a full cash refund.

Citilink does not offer a Travel Fund or wallet credit system. Eligible refunds are returned in cash or to the original form of payment, subject to fare rules and applicable penalties.

Voluntary Cancellation

With Flexibility Add-Ons

Citilink does not offer a Flexi fare or unlimited cancellation add-on similar to some low-cost carriers. Any cancellation is subject to the standard refund rules and penalties, regardless of add-ons purchased.

Without Flexibility Add-Ons

For voluntary cancellations, refunds are calculated only on the basic fare, based on how early you cancel before the scheduled departure, in accordance with Indonesian Ministry of Transportation regulations:

• ≥ 72 hours before departure: up to 75% refund of basic fare
• 72 - 48 hours: up to 50%
• 48 - 24 hours: up to 40%
• 24 - 12 hours: up to 30%
• 12 - 4 hours: up to 20%
• Less than 4 hours / No-show: No refund

Taxes and certain fees may or may not be refundable depending on the ticket type.

Airline-Initiated Disruptions (Involuntary Cancellations)

If Citilink cancels, delays significantly, or reschedules your flight for operational reasons, you are generally entitled to one of the following options:

• Full refund for the unused portion of the ticket
• Rebooking to another Citilink flight without additional charges
• Rerouting as offered by the airline

These options apply when the disruption is caused by the airline, not the passenger.

Refund Processing

Refund processing times published by Citilink are:

• Cash or debit card payments: up to 15 working days
• Credit card or non-cash payments: up to 30 working days

The actual time for funds to appear depends on your bank or card issuer.

Refunds for tickets purchased via travel agents or online travel agencies (OTAs) must be processed through the original point of purchase.

How to Cancel or Request a Refund

• Visit the Citilink Refund Portal
• Enter your booking code and passenger details
• Select the flight to cancel
• Submit the refund request and required documents
• Track refund status online or via Citilink Customer Care

For detailed information on refund and cancellation policies, please contact the Citilink Kuala Lumpur GSA Office at Tel: +6012 8777 429 or get in touch with your nearest ticketing agent.