Lion Airlines Missed Flight Policy

Overview

Lion Air, an Indonesian low-cost carrier, operates flights to over 36 destinations across Indonesia, Asia, and the Middle East, with hubs at Jakarta’s Soekarno-Hatta International Airport, Surabaya’s Juanda International Airport, Batam’s Hang Nadim International Airport, and Makassar’s Sultan Hasanuddin Airport. Its missed flight policy is governed by its Conditions of Carriage, fare rules, ticket type, and Indonesian aviation regulations. This policy outlines options for passengers who miss their scheduled flight due to personal reasons, airline-related delays, or other circumstances.

Key Policy Details

No-Show Policy: If you fail to check in by the deadline (30 minutes before departure for domestic flights, 45 minutes for international flights) or arrive at the boarding gate (15 minutes before departure), you are considered a "no-show." For non-refundable tickets (e.g., Promo, Economy), the ticket value is forfeited, and the entire itinerary, including return or connecting flights, is canceled as tickets must be used in sequence. Notify Lion Air as early as possible via the BookCabin app, website (Manage Booking section), or airport counter to avoid penalties and preserve ticket value as a credit shell (valid for 180 days for schedule changes or 365 days for cancellations). A no-show fee (e.g., $25-$100 USD, depending on fare type and route) may apply. Unused taxes and fees are refundable, less an administrative fee (e.g., $20-$30 USD). Passengers must contact Lion Air Reservation and Ticketing to confirm rebooking or credit options.
Non-Refundable Tickets: No cash refunds are provided for missed flights on non-refundable tickets. Rebooking is possible, subject to availability, a change fee (e.g., $20-$50 USD per ticket, depending on fare type), and fare differences. Changes must be made via the BookCabin app, website, or airport counters at least 4 hours before departure. If the same fare class is unavailable, a higher fare applies with no refund for lower fares. Promo fares are highly restrictive and may not allow changes after departure.
Refundable Tickets: Refundable tickets (e.g., Business Class) can be refunded for the unused portion with no penalty if canceled before departure. Refunds are processed as credit shells (valid for 365 days) or to the original payment method within 20-30 days, depending on the purchase channel. Requests must be made within 3 months of the travel date via the refund form on the Lion Air website or at ticketing offices. For Lion Air Passport Miles redemptions, miles are re-credited, but a service fee (e.g., $20 USD) may apply.
24-Hour Risk-Free Cancellation: For tickets purchased directly from Lion Air (ticket number starting with “JT”), you can cancel within 24 hours of booking for a full refund if the flight is at least 7 days away, per U.S. DOT rules. This applies to all fare types and must be requested via the BookCabin app or website. Tickets purchased through travel agencies may not qualify, and refunds may take longer due to agency processing.
Missed Connections Due to Delays: If you miss a connecting flight due to a delay or cancellation of a Lion Air-operated flight within the same booking (ticket number starting with “JT”), Lion Air will rebook you on the next available flight at no cost, potentially with partner airlines like Thai Lion Air or Malindo Air. For Lion Connect (connecting flights via Bangkok or Kuala Lumpur), rebooking is free if the delay causes a missed connection, provided the booking is under a single PNR. If the delay exceeds 3 hours and is within Lion Air’s control (e.g., technical issues), you may be eligible for compensation (e.g., IDR 300,000 for domestic flights, per Indonesian regulations). For delays of 3+ hours, meal vouchers or snacks are provided; for 5+ hours, you may opt for a refund; for overnight delays, accommodation may be offered, subject to availability. Retain receipts for reimbursement. Lion Air disclaims liability for missed connections with other airlines outside their control.
Extraordinary Circumstances: No compensation is provided for missed flights due to extraordinary circumstances (e.g., weather, air traffic control strikes, or security issues). Lion Air will assist with rebooking or refunding unused taxes and fees, less an administrative fee. Passengers are responsible for additional expenses (e.g., accommodation, transport). Travel insurance is recommended, covering accident-related expenses but not general medical costs.
Denied Boarding: If you miss a flight due to overbooking and checked in on time with valid documentation, Lion Air will seek volunteers first. If involuntarily denied boarding, you will be rebooked on the next available flight at no cost and may receive compensation (e.g., IDR 300,000 for domestic flights, per Indonesian regulations). Volunteers receive agreed-upon compensation, typically a travel voucher. Meals or refreshments are provided while waiting.
Special Circumstances: For missed flights due to medical emergencies, pregnancy, or bereavement, Lion Air may waive fees or offer refunds/credits with valid documentation (e.g., medical certificate, death certificate) submitted via the refund form or Customer Care. Approval is reviewed case-by-case, and delays in documentation may lead to rejection. Refunds for personal reasons (e.g., sickness, pregnancy) are permitted if requested before departure.

Steps to Take if You Miss Your Flight

Contact Lion Air immediately via the BookCabin app, website (Manage Booking section), or airport counter within 24 hours of the scheduled departure to request rebooking or preserve ticket value as a credit shell (valid for 180 days for schedule changes, 365 days for cancellations). Provide your booking reference (e.g., six-letter code like ABC123). Airport counters are recommended for faster processing during peak periods.
Explain the reason for missing the flight to determine eligibility for rebooking, credits, or fee waivers. For special circumstances, submit documentation via the refund form or Customer Care promptly to avoid rejection.
Check your ticket’s fare rules in the BookCabin app or website to understand applicable fees, restrictions, or refund eligibility. Promo fares are highly restrictive, while Business Class fares offer more flexibility.
Submit compensation or refund claims via the refund form on the Lion Air website, including your name, booking reference, and supporting documents (e.g., boarding passes, receipts, medical certificates). Refunds take 20-30 days; claims are acknowledged within 7 days and processed within 30 days. Keep the reference number to track status.
Keep all documentation for claims or expense reimbursements. Report baggage issues within 7 days for damage or 21 days for delays via the Baggage Irregularity Report form.
Check travel insurance policies for coverage of missed flights due to valid reasons (e.g., illness, accidents). Lion Air Travel Insurance covers accident-related expenses and baggage issues but not general medical costs. Request an Insurance Verification Form via Customer Care for insurance claims.
For EU/UK 261 claims (flights departing from EU/UK airports), submit directly to Lion Air to avoid third-party fees. Lion Air, as a non-EU airline, is not obligated to pay compensation for flights arriving in the EU, but claims for EU departures may apply (up to €600). If unresolved, escalate to the Indonesian CAA or EU/UK authorities. Claims can be filed up to 6 years after the flight.

Note: Policies vary based on ticket type (Promo, Economy, Business Class), fare rules, and booking channel (direct or through a travel agency like Traveloka). For codeshare or connecting flights (e.g., with Thai Lion Air or Malindo Air), the operating carrier’s rules may apply. Always review fare conditions at booking, arrive early (2 hours for domestic, 3 hours for international flights), and use the BookCabin app for updates, though app and website issues (e.g., payment errors, check-in failures) have been reported. Check-in closes 30 minutes (domestic) or 45 minutes (international) before departure; boarding gates close 15 minutes prior. Online check-in is available via the BookCabin app 24 hours to 4 hours before departure. Customer reviews highlight frequent delays (e.g., 3-6 hours), poor communication, and slow refund processing (20-30 days), with some receiving cash compensation (e.g., IDR 300,000) for delays. For complex claims, consider services like AirHelp or FlightRefunder, though they may charge fees (e.g., 25-50% of compensation).

Additional Information

If Lion Air cancels or delays your flight by 3+ hours or cancels with less than 14 days’ notice, you may choose a refund, rebooking, or compensation, depending on the circumstances. For cancellations within Lion Air’s control, you may receive a full refund (including fees for baggage or seats) or rebooking on the next available flight at no cost, potentially with partner airlines like Thai Lion Air or Malindo Air. Compensation for EU/UK flights departing from EU airports (€250-€600) can be filed up to 6 years after the flight, or within 1 year for U.S. claims ($75-$650 USD). For domestic flights, Indonesian regulations may provide IDR 300,000 for delays over 3 hours. For delays over 3 hours, meal vouchers or snacks are provided; for 5+ hours, you may opt for a refund; for overnight delays, accommodation may be offered. Retain receipts for expenses and submit claims within 21 days for delays or 7 days for baggage issues. For unresolved claims, escalate to the Indonesian CAA, U.S. DOT, or EU/UK authorities. Comprehensive travel insurance is recommended. For more details, review Lion Air’s Conditions of Carriage or Customer Service Commitment.