Travel Agent

If customers ask how to register an account in the application, please do the following steps:

1. Ask customers to download the travel agent application

2. Click register

3. Ask customers to enter the required information details, such as name, phone number, email, etc.

4. Click register

5. Activate the account by clicking the link sent via email.

6. Account successfully registered and ready to use

Category: Inquiry 

Sub Category 1: Application

Sub Category 2: How to Register

If customers ask how to cancel flight bookings, please do the following steps: 

To make the refund process easier, make sure customer logged in to the Travel Agent account when booking ticket. 

Then, follow these steps if you want to request a refund:

1. Log in or register to a Travel Agent

Log in to the account used when booking the ticket.

2. Open e-ticket in My Booking

Go to My Booking and select the booking you want to refund. Then, click Refund.

3. Read the policy and estimated refund amount

You will see the policy and estimated refund amount for your booking. After reading, click Start Refund.

4. Complete the refund details and documents

Select the flight you want to refund. Make sure you choose the right refund reason, and please add supporting 

documents if needed.

5. Submit your refund request

Check your refund details again and click Request Refund. Your refund request will then be checked again by the 

Travel Agent, then forwarded to the airline.

Category: Inquiry

Sub Category 1: Booking

Sub Category 2: Flight Booking Cancellation

If customers ask how to cancel apartment bookings : 

1. Log in to your Travel Agent account.

2. Go to My Booking. Select the order you want to cancel. Find Manage Booking at the bottom of the page, then tap 

Refund. Read the refund policy for your booking, then tap Refund. Enter your password to continue.

3. Read the Refund Terms & Conditions, then check the box to agree and tap Next Step. Select unit you want to refund, 

then tap Next Step. Check the box to agree to the Refund Terms & Conditions, then tap Request Refund.

If you do not have a Travel agent account, please go to My Booking at the Travel agent or click Check Booking on the 

Travel agent desktop website.

Things to note:

* Please note that cancellation fees may apply. To be sure, please check the cancellation policy on your hotel voucher.

* Refund will be processed after the refund request is approved by the Apartment.

* Please note that the refund process takes different time in each country, for example: 14 working days in Indonesia, 

and 30 working days in other countries.

Category: Inquiry

Sub Category 1: Booking

Sub Category 2: Apartement Booking Cancelation

If customers ask about refund mechanism, please do the following steps:

1. Ask the customer's name and order customer wants to cancel

2. Please inform the customer that the cancellation mechanism depends on the applicable refund policy

3. If the order can be canceled and a refund can be made, advise the customer to cancel manually through the 

application

4. If the order cannot be cancelled, inform the customer that refunds are not allowed and advise the customer to use 

the order. 

Category: Inquiry

Sub Category 1: Refund

Sub Category 2: Refund Mechanism

If customer asks why they can't make a refund request, please do the following steps:

1. Ask the customer's name, order type, and order number

2. Check the system

3. Inform the results of the check

*If after checking it is found that the order cannot be canceled, inform the customer that the order cannot be canceled 

and refunds are not allowed.

*If after checking it is found that the order can be canceled, advise the customer to apply for cancellation and refund 

through the system.

Category: Inquiry

Sub Category 1: Refund

Sub Category 2: Refund Issue

If customer fails to cancel flight ticket booking, please do the following steps:

1. Ask customer's name and order number

2. Ask why customer wants to cancel

3. Check the system for cancellation policy

4. Inform the results of the check                                                                  

*If after checking it is found that the order cannot be canceled, inform the customer that the order cannot be canceled 

and refunds are also not allowed.

*If after checking it is found that the order can be canceled, advise the customer to cancel through the application

If the customer has already submitted the cancellation through the system but failed, make a report and escalation to 

the Flight Support Team 

Category: Complaint

Sub Category 1: Booking

Sub Category 2: Flight Booking Cancellation

If customer wants to cancel the order and refund but fail, please do the following steps:

1. Ask customer's name and order number

2. Ask why customer want to cancel

3. Check the system for cancellation policy

4. Inform the results of the check                                                                  

*If after checking it is found that the order cannot be canceled, inform the customer that the order cannot be canceled and refunds are also not allowed.

*If after checking it is found that the order can be canceled, advise the customer to apply for cancellation and refund through the system. 

Category: Complaint

Sub Category 1: Refund

Sub Category 2: Refund Issue

Based on PT KAI's policy, refunds can only be requested at the station. 

Information and Refund Policy

1. Refunds can be made maximum 60 minutes before the departure time. Please note that there is a cancellation fee of

25% of the ticket price, excluding discounts or service charges.

2. Please bring your e-ticket and original ID card (KTP, passport, or driver's license or Student Card for passengers 

under 17 years old).

3. Fill out the form at the counter. PT KAI staff are ready to help if you need assistance.

4. Refund can be done via bank transfer or cash. For refunds via bank transfer, PT KAI will send an SMS notifying you 

that the refund funds will be sent. For cash refunds, you must come back to the station you visited when requesting 

a refund.

5. Refunds by PT KAI may take more than 30 days after requesting a refund.

6. If you represent the passenger to cancel and request a refund, you need to bring a power of attorney with a 

Rp10,000 stamp signed by the passenger, the passenger's original ID card and its copy, as well as your original ID 

card and its copy.

For more information, please contact PT. KAI by phone at 021-121 (24 hours).

Category: Inquiry

Sub Category 1: Booking

Sub Category 2: Train Booking Cancellation

If customers ask how to cancel a bus ticket booking, please do the following steps:

Through Apps

1. Open the apps & go to order

2. Open the e-ticket you want to refund

3. Find Cancellation Policy at the bottom of the page. Read the policy.

4. Fill in the originating city/terminal, destination city/terminal, departure date, and number of passengers, then tap 

Search.

5. Select the ticket and tap Select.

6. In the Policy section, you will be able to see if a refund is available for your ticket.

By Phone

1. You can find your bus operator's contact details on the e-ticket

2.  Call the operator to cancel a bus ticket booking & refund 

Category: Inquiry

Sub Category 1: Booking

Sub Category 2: Bus Booking Cancellation

If customer fails to cancel hotel booking, please do the following steps:

1. Ask customer's name and order number

2. Ask why customer wants to cancel

3. Check the system for cancellation policy

4. Inform the results of the check                                                                  

*If after checking it is found that the order cannot be canceled, inform the customer that the order cannot be canceled and refunds are also not allowed. Suggest customers to change the date. 

*If after checking it is found that the order can be canceled, advise the customer to apply for cancellation and refund through the system.

If the customer has already submitted the cancellation through the system but failed, make a report and escalation to the Hotel & Apartment support team.

Category: Complaint

Sub Category 1: Booking

Sub Category 2: Hotel Booking Cancellation

If customer fails to cancel train ticket order, please do the following steps:

1. Ask customer's name and order number

2. Ask why customer wants to cancel

3. Check the system for cancellation policy

4. Inform the results of the check                                                                  

*If after checking it is found that the order cannot be canceled, inform the customer that the order cannot be canceled and refunds are also not allowed.

*If after checking it is found that the order can be canceled, advise the customer to cancel to the nearest station that receives the train ticket cancellation request or for more information, suggest contacting PT. KAI by phone at 021-121 (24 hours).

Category: Complaint

Sub Category 1: Booking

Sub Category 2: Train Booking Cancellation