How to Cancel Citilink Airlines Flight?

Canceling a flight with Citilink Airlines can be a straightforward process if you understand the airline’s policies and procedures. Whether your reason for canceling is voluntary, due to unexpected events, or because of changes initiated by the airline, it is essential to know the steps to request a refund and the eligibility criteria. This guide provides detailed instructions on how to cancel a Citilink Airlines flight, the refund process, and necessary documentation based on the airline’s official policies.

Understanding Citilink Airlines Cancellation Policy

Citilink Airlines reserves the right to modify flight schedules, cancel flights, or make operational changes due to circumstances beyond their control, such as adverse weather, air traffic delays, or safety concerns. While they strive to adhere to their published schedules, these times are subject to change without notice. You’ll be refunded fully when your flight is canceled by Citilink. 

How to Cancel a Citilink Airlines Ticket

Passengers who need to cancel their flight can request a refund, provided they meet the airline’s terms and conditions. Here’s how to initiate the cancellation process:

Refund Submission Process For Your Citilink Airlines Reservation

If you purchased your ticket through any of the following Citilink official channels, you can request a cancellation and refund online:

• Citilink Official Website
• Citilink Mobile App
• Citilink Customer Service at the airport
• Citilink Contact Center
• Other Citilink sales channels

Steps to Cancel and Request a Refund:

• Visit the official Citilink refund portal: Citilink Refund Portal
• Enter the required ticket details (booking code, email, and passenger name).
• Submit the necessary documents as per refund conditions.
• Follow the instructions for processing your refund.

For tickets purchased through a travel agent or online travel agency (OTA), passengers must request a cancellation and refund directly from the travel agent or OTA. The refund will be processed by the respective agency.

Partial Refund for Group Bookings

If multiple passengers are listed under one booking code and only one individual wishes to cancel, the passenger should contact Citilink’s Contact Center for further processing.

Citilink Airlines Refund Policy

The refund policy depends on the kind of refund you have opted for – voluntary or involuntary.

Voluntary Refund

A voluntary refund applies when a passenger cancels their flight for personal reasons such as illness, cancellation of travel plans, pregnancy, incorrect name entry, missing travel documents, visa issues or any other reason. The refund percentage depends on the cancellation timing:

Cancellation Time Before Flight	Refund Percentage of Base Fare
72 hours or more	75%
72 to 48 hours	50%
48 to 24 hours	40%
24 to 12 hours	30%
12 to 4 hours	20%
< 4 hours to 30 minutes	10%

Involuntary Refund

Passengers are eligible for a full refund if the flight is canceled or delayed by at least 60 minutes due to Citilink’s operational reasons. Additionally, a full refund applies in the following situations:

• Death of a passenger
• Force majeure (natural disasters, war, riots, strikes, pandemics, sabotage, fires, or government policies affecting flight operations)
• Flight refusal by Citilink or airport authorities

Required Documents to Get A Refund For Your Citilink Airlines 

Passengers requesting a refund must provide the following information:

Ticket Data

• Email address used for booking
• 6-digit booking code (combination of numbers and letters)
• Full name of the passenger requesting a refund

Applicant Data

• Refund recipient’s identification (ID Card, Passport, or Driver’s License)
• Photograph of the refund recipient’s ID
• If the passenger lacks an ID, a parent’s ID and family card are required (Max 10MB)

Supporting Documents Based on Payment Method

• First page of a savings book or screenshot of m-banking account (showing name and account number)
• Proof of ticket payment transaction
• Screenshot of a credit card statement displaying card number and holder’s name
• E-wallet transaction receipt for ticket payment
• Health certificate if the passenger is medically unfit to fly
• Death certificate for deceased passengers (issued by hospital, local authority, or neighborhood office)

Citilink Airlines Ticket Cancellation and Rescheduling Policy

Citilink Airlines allows passengers to either cancel or reschedule their tickets. However, an order is eligible for only one cancellation or reschedule request. If a passenger reschedules a ticket, they cannot cancel it afterward for a refund.

If a passenger reschedules using a promotional benefit and later applies for a voluntary reschedule, the new reschedule follows Citilink’s standard provisions. If a voluntary refund is requested after a reschedule, it will follow the refund provisions stipulated in Ministerial Regulation PM Perhubungan No. 30 2021, accessible at Citilink Refund Policy.

For flights experiencing irregularities after a reschedule, passengers can request a refund following the involuntary refund policy. The refund amount will include the original ticket fare and any additional payments made for rescheduling, excluding the Schedule Change Fee (SCF) and insurance-covered differences.

Citilink’s Refund Policy for Ticket Cancellation

Refunds for ticket cancellations follow Citilink’s regulations and Ministerial Regulation PM Perhubungan No. 30 2021. The refund amount is calculated based on the basic fare only, excluding ancillary charges and other additional fees.

• Passengers receive refunds in accordance with Ministerial Regulations.
• Refunds outside of Ministerial Regulations are limited to IDR 580.000 per passenger per flight segment.
• If the total refund for changes not covered by Ministerial Regulations exceeds the maximum, the passenger will not receive the excess amount.

Also Read: Cinnamon Air Cancellation Policy

Additional Terms and Conditions

1. Citilink reserves the right to take action without prior notice in cases of suspected fraud.
2. Citilink may change the terms and conditions of this program without prior notice.
3. The official terms and conditions are available in both Indonesian and English. In case of discrepancies, the Indonesian version prevails.

Conclusion 

Canceling a Citilink Airlines ticket requires careful consideration of the airline’s refund and rescheduling policies. Passengers should review the refund eligibility criteria, cancellation fees, and refund timelines before proceeding with a request. Whether the cancellation is voluntary or due to flight irregularities, understanding the terms ensures a smooth process and avoids unnecessary financial losses. 

Additionally, rescheduling a flight follows distinct guidelines, with limitations on subsequent cancellations. To ensure a hassle-free experience, passengers are advised to check Citilink’s official website or contact customer support for the latest updates regarding Citilink Airlines’ cancelation policy. Proper planning and awareness can help travelers make informed decisions regarding their bookings.

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