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Help Center

TravelPASS Help Center

 

Popular Topics

 

• How to Book Travel Assistance

1. On the TravelPASS homepage, tap Travel Assistance. Choose your Need(s) on Domestic/Internasional/Connecting Assistance. Fill on your origin, destination, date of travel, time of travel, your Airlines include Flight Number, number of passenger, and number of baggage. Then click Next.

2. Fill on your Contact Details who order the services and Passanger Details who will we assist on Airport Departure or Arrival Terminal. Please make sure that you have entered the correct names and details according to your travel document (KTP or passport). Leave out any punctuation marks in your name.

On the right screen to purchase add-ons you may need, such as bundling package with Lounge, plus your arrival services, gifts from our partner on Airport, and fill the Promo Code to get some discount and special offer from TravelPASS. Confirm that your booking details are correct and then tap Process to Payment.

3. Choose the payment method you prefer and then complete the payment. Please make sure that you pay the correct amount and that you make your payment before the time limit expires, otherwise you will have to repeat the booking process.

4. Once we have verified your payment, you will receive your e-voucher by email.

Note: Travel Assistance booked maximum 2 hours before your flight

 

 

• How to Book Airport Lounge

1. On the TravelPASS homepage, tap Airport Lounge. Choose the Airport Lounge that you need. Then tap Select Lounge.

2. Scroll down to fill on your Passanger Details that full name, email, phone number, date of travel, time of travel, Airlines and flight number. Please make sure that you have entered the correct names and details according to your travel document (KTP or passport). Leave out any punctuation marks in your name.

On the lower screen to see Lounge details, you can add or decrease the quantity on the right screen and purchase add-ons you may need, such as bundling package with PASS and then tap Order.

3. Confirm that your contact details and booking summary are correct. You can fill the Promo Code to get some discount and special offer from TravelPASS. Then tap Place Order.

4. Choose the payment method you prefer and then complete the payment. Please make sure that you pay the correct amount and that you make your payment before the time limit expires, otherwise you will have to repeat the booking process.

5. Once we have verified your payment, you will receive your e-voucher by email.

 

 

• How to Pay for My Booking

1. After Completing your booking details, select your preferred payment method.

2. Tap the Pay with button.

3. Please make sure to suttle your payment before the time limit expires. To check how much time you have left to settle your payment, go to My Booking.

 

 

• How to Cancel and Refund My Booking

1. Log in or register to TravelPASS

Log in to the TravelPASS account used during booking. If you don’t have an account, please register to TravelPASS using the same email used to make the booking.

2. Open your (e-voucher/e-ticket) through My Booking

Go to My Booking and choose the booking you wish to refund. Then, click Refund.

3. Read your refund policy

You will be able to see the refund policy for your booking, as well as the refund amount estimation. Then, you can click Start My Refund.

4. Complete your refund details and documents

Select the flight and passenger(s) you wish to refund. Make sure to select the correct refund reason, and to upload the relevant supporting documents (if applicable).

5. Submit your refund request

Review your refund details and click Submit Refund. Your refund request will then be reviewed by TravelPASS, and proceed by our system.

Note: If the booking is canceled in less than 4 hours, the payment is non-refundable

 

 

• Flight Travel Documents during the PPKM

Regarding the PPKM Emergency 2021 policy, we can inform you that based on the Instruction of the Minister of Home Affairs No. 24 Year 2021:

 

1. Effective until 2 August 2021 Domestic travelers are required to attach a COVID-19 vaccination card or certificate (at least the first dose of vaccination) when traveling from/to Java & Bali.

2. For trips to Bali, travelers are required to attach a negative result from a PCR test carried out no later than 2x24 hours before departure (other COVID-19 test results are not allowed). This policy is effective from 28 June 2021.

3. For trips to Central Kalimantan, travelers are required to attach a negative result from a PCR test carried out no later than 3x24 hours before departure (other COVID-19 test results are not allowed).

4. For travel to other destinations, please read the full rules on the Travel Info & Terms page.