How to Request A Citilink Refund

• Booking Reference Number - Have your unique booking reference number ready, which is essential for processing your refund request.
• Passenger Name - Provide the full name of the passenger as it appears on the booking.
• Date of Travel - Be sure to specify the original flight date that you are requesting a refund for.
• Email Address Used for Booking - Use the email associated with your Citilink account to ensure proper identification.
• Reason for Refund - Clearly state why you are requesting the refund (e.g., flight cancellation, schedule change, etc.).
• Payment Method Details - Include the original payment method used for the transaction to facilitate the refund process.
• Attachment of Cancellation Confirmation - If applicable, attach any cancellation confirmation email or message received from Citilink.
• Supporting Documents - Gather any additional relevant documentation, such as medical certificates or government notifications if the refund is due to exceptional circumstances.

*Working days are Monday to Friday, and don't include public holidays.

Citilink, as a leading low-cost airline in Indonesia, provides several services that may qualify users for a refund under specific circumstances. Understanding the eligibility criteria is essential for users who wish to manage their bookings effectively and seek refunds when appropriate. Below are scenarios that may apply to Citilink users seeking a refund:

• Flight Cancellations: If Citilink cancels a flight, users may qualify for a refund for the full ticket price or be offered the option to rebook for a different date without additional charges.
• Flight Delays: In cases of significant flight delays, passengers may be eligible for compensation or a partial refund based on the duration of the delay and associated policies.
• Missed Connections: Passengers who miss connecting flights due to delays caused by Citilink might be able to request a refund or rebook on alternate flights without incurring additional fees.
• Ticket Refunds: Depending on the fare conditions at the time of booking, users may be eligible to receive a refund for their ticket if the ticket type allows cancellations within specified time frames.
• Service Changes: If there are significant changes to flight schedules or routes, users might be eligible for a refund or alternatives offered by Citilink.
• Health-Related Cancellations: Users who need to cancel their booking due to valid health reasons supported by relevant documentation may qualify for a refund per Citilink’s policy guidelines.
• Unused Services: In cases where ancillary services (such as baggage or meal options) were purchased but not utilized due to changes made by Citilink, users may inquire about potential refunds.

It is recommended that users check Citilink’s official policies or contact customer service directly for the most accurate and specific information regarding their individual circumstances and refund eligibility.

In the realm of air travel, Citilink provides a range of services, making customer satisfaction essential. Here are a few scenarios where users successfully claimed refunds for various reasons:

• Flight Cancellation: A customer booked a flight from Jakarta to Bali, but due to unforeseen circumstances, the flight was canceled by Citilink. Upon receiving the notification, the user promptly submitted a refund request through the Citilink app and received a full refund to their original payment method within a few days.
• Schedule Change: A traveler had their itinerary altered when Citilink changed the scheduling of a connecting flight. Unable to accommodate the new timings, the customer reached out to support through the website's contact form, explaining the situation and successfully received a refund for their unused ticket.
• Missed Flight Refund: After missing a connecting flight due to a delayed arrival caused by Citilink on a prior leg, a customer reached out to customer service. They provided documentation and were awarded a refund for the missed segment as per Citilink’s policy for such unfortunate events.
• Excess Baggage Charge: A user realized they had been charged for excess baggage that they believed was not applicable for their flight. After reviewing their booking details, they contacted Citilink’s customer service, who reviewed the case and issued a refund for the excess charge after confirming the error in baggage allowances.

Tracking your refund status with Citilink is straightforward and efficient. Here are some specific steps to help you stay updated on the progress of your refund.

• Check Your Email Regularly: Citilink sends refund updates directly to your registered email address. Look for emails titled "Refund Processed" or "Refund Update" to stay informed on your refund status.
• Use the Citilink Mobile App: Navigate to the "My Bookings" section of the app. Here, you can find details on your refund status, including any important updates regarding processing times.
• Access Your Account Dashboard: Log in to your account on the Citilink website and visit the "Order History" section. This area provides a comprehensive view of all your transactions, including pending refunds.
• Review the Billing Section: Within your account settings, check the "Billing" section to see if any updates regarding your refund have been posted, including expected timeframes and any actions you may need to take.
• Track Progress Directly: Citilink typically indicates whether a refund is "In Process," "Approved," or "Completed." This clarity helps you understand where your refund stands at any given time.
• Utilize Notifications: Enable push notifications in the Citilink app to receive instant updates on any changes to your refund status, ensuring you don't miss crucial information.