Garuda Indonesia’s cancellation policy is structured to balance flexibility with fare-specific rules, adhering to Indonesian regulations and international standards. Below is a concise overview based on the latest information from Garuda Indonesia’s official website and other reliable sources:
Within 24 Hours of Booking: You can cancel any flight within 24 hours of booking for a full refund without a cancellation fee, provided the flight departs at least 7 days later (168 hours from booking). This applies to all fare types (Economy, Business, First Class) for bookings made directly through Garuda Indonesia’s website (garuda-indonesia.com), mobile app, ticket offices, or call center (+1-877-240-6770). This policy aligns with the Indonesia Reporting Corporation (ARC) for U.S. bookings.
After 24 Hours:
- Refundable Tickets: Eligible for a full or partial refund, minus cancellation fees. Fees vary by fare type, route, class, and timing, typically ranging from $100–$500 for international flights and $50–$200 for domestic flights. For example:
- More than 4 hours before departure: 10%–60% of the ticket price may be deducted.
- Within 4 hours of departure: Up to 60% penalty fees apply.
- After departure: Penalties can reach 60%–95% of the ticket price.
- Non-Refundable Tickets (e.g., Economy Special Promotion, Basic Economy): No cash refunds are available, but unused taxes and fees may be refunded. The remaining balance may be converted to an e-Credit or travel voucher, valid for 1 year from issuance for future Garuda Indonesia bookings.
- No-Show Fees: If you fail to cancel before departure, a no-show fee applies (e.g., $100–$200), and the ticket may lose all value, cancelling the entire itinerary.
Airline-Cancelled Flights: If Garuda Indonesia cancels your flight due to technical issues, weather, or other reasons, you’re entitled to:
- A full refund of the unused ticket portion, processed within 7–10 business days for credit cards or 15–30 days for cash/debit cards, per Indonesian Ministry of Transportation Regulation PM 185/2015. Refunds are issued to the ticket holder or the person who paid, with proof of payment.
- Rebooking on the next available Garuda Indonesia flight or another airline, or road transportation, at no extra cost. If the new fare is lower, the difference is refunded.
- Compensation under EU Regulation 261/2004 for EU departures, if cancelled less than 14 days before departure, unless due to extraordinary circumstances (e.g., weather, air traffic control strikes). Compensation ranges from €250–€600 based on flight distance, provided no comparable rebooking is offered.
- Accommodation and meals for significant delays or cancellations requiring overnight stays, per airline policy or regional regulations (e.g., Canada’s APPR).
Special Circumstances:
- Medical Emergencies or Death: Full refunds or fee waivers may be granted for serious illness or death of a passenger or close family member, with documentation (e.g., medical or death certificate). Submit via Garuda Indonesia’s customer service.
- Travel Advisories: For disruptions due to government restrictions or events like COVID-19, Garuda Indonesia may offer refunds or travel vouchers valid until December 31, 2023 (for tickets issued before December 31, 2022). Policies vary by route (e.g., Australia/New Zealand).
- Award Tickets: Cancelling GarudaMiles award tickets incurs a 20% mileage penalty, with taxes refunded. Refunds must be requested before departure.
How to Cancel:
- By Phone: Call +1-877-240-6770. Provide your booking reference and ticket number (starting with 126).
- At Airport: Visit a Garuda Indonesia ticket counter with booking details.
- Through a Travel Agent: Contact the agent directly, as third-party bookings (e.g., via FlyAllOver, Baolau) may not be cancellable online.
- Confirmation: A cancellation confirmation is sent via email or SMS to your registered contact details.
Refund Process:
- Refunds are processed to the original payment method within 7–10 business days for credit cards or 12–15 days for agent-booked tickets. Cash refunds may take 15–30 days.
- For non-refundable tickets, only unused taxes/fees are refundable. E-Credits or vouchers are issued for the remaining balance, valid for 1 year.
- Combination fares (e.g., Economy Promotion with other classes) may not be refundable or cancellable.
Additional Notes:
- Fare Types: Economy Special Promotion fares are non-cancellable. Economy Promotion, Affordable, Flexible, Business Promotion, and Business Flexible fares can be cancelled with fees. Post-departure cancellations incur no-show fees.
- Regional Variations: Policies may differ for flights from the U.S., EU, or other regions due to local regulations (e.g., EU 261/2004, U.S. DOT rules).
- Travel Insurance: Recommended for flexibility, as non-refundable fares offer limited refund options. Some credit cards provide cancellation coverage.
- Codeshare Flights: For codeshare flights (e.g., with oneworld partners), the operating airline’s rules may apply. Contact Garuda Indonesia for clarification.
