General Conditions of Carriage (Passengers and Baggage)
PT TRANSNUSA AVIATION MANDIRI
Effective date from [January 21st, 2022]
1.1 Meanings: In these Terms & Conditions, except where the context otherwise requires or where it is otherwise expressly provided, these particular expressions have the following meanings:
“Authorized Agent” means a passenger sales agent who has been appointed by us to represent us in the sale of air transportation over our services and when authorized, over the services of other air carriers.
“Baggage” means your personal property, articles and effects as are necessary or appropriate for wear, use, comfort or convenience in connection with your trip. Unless otherwise specified, it includes both checked and unchecked baggage.
“Baggage Check” means a document issued to Passenger by us as a receipt for Checked Baggage and which relate to the carriage of Checked Baggage and includes the Baggage Identification Tag.
“Baggage Identification Tag” means a document issued by us solely for identification of Checked Baggage.
“Carrier’s Regulations” means any rules, other than these Terms and Conditions, published by Carrier and in effect on the date of ticket issue, governing carriage of passengers and/or baggage and shall include any applicable tariffs in force.
“Checked Baggage” means your baggage that you do not take into the cabin with you and which is handed over to us for carriage by us in the same aircraft as you.
“Conditions of Contract” means those statements contained in or delivered with the Itinerary, identified as such and which incorporate by reference, these Terms & Conditions and notices available at our offices and check-in counters.
"Connecting Time" means a time between the arrival of one flight to the departure of another flight for Connecting flights which shall not be less than ninety (90) minutes and not more than six (6) hours apart. We reserve the right to revise the Connecting Time without prior advise due to airport restrictions imposed upon us by the airport operator and/or operational requirements.
“Convention” Convention means whichever of the following instruments are applicable:
* the Convention for the Unification of Certain Rules Relating to International Carriage by Air, signed at Warsaw, 12 October 1929 (Warsaw Convention); or
* the Warsaw Convention as amended at The Hague on 28 September 1955; or
* the Warsaw Convention as amended by Additional Protocol No.1 of Montreal (1975); or
* the Warsaw Convention as amended at The Hague and by Additional Protocol No.2 of Montreal (1975); or
* the Warsaw Convention as amended at The Hague and by Additional Protocol No.4 of Montreal (1975);
* the Guadalajara Supplementary Convention, signed at Guadalajara, 19 September 1961; or
* the Convention for the Unification of Certain Rules for International Carriage by Air, signed at Montreal, 28 May 1999 (Montreal Convention);
“Damage” includes death, bodily injury to a passenger, delay, loss, partial loss or other damage, arising out of or in connection with carriage or other services incidental thereto performed by us.
"Electronic Coupon" means an electronic flight coupon or other value document held in our database.
“Electronic Ticket” means the Itinerary issued by us or on our behalf, the Electronic Coupon and if applicable, a boarding document.
“Flight Coupon” means that portion of the Ticket that bears the notation "good for passage" or in the case of an Electronic Ticket, the Electronic Coupon, and indicates the particular places between which you are entitled to be carried.
"Connecting Flight" means flight transfer services for flights purchased under a single Itinerary wherein the arrival of the first flight and the departure of the subsequent flight is within the Connecting Time.
“Passenger(s)”, “you”, “your” and “yourself” means any person, except members of the crew, holding a ticket, carried or to be carried in an aircraft.
“Itinerary” or “Travel Itinerary” means the document we issue as a Ticket to Passenger(s) that contains the Passenger's name, flight information, booking number, Conditions of Contract and notices.
“Passenger Name Record (PNR)” means the document which contains the itinerary for a passenger or a group of passengers travelling together.
“Route” means the flight from the airport at the point of origin to the airport at the point of destination.
“Seat” means a seat in our aircraft.
“Tariff” means our fares and charges published electronically or on paper.
“Ticket” means the Itinerary and includes the Electronic Ticket and Electronic Coupon issued by us or on our behalf and including the Conditions of Contract and notices contained in it.
“Terms & Conditions” means these Terms and Conditions of Carriage.
“Unchecked Baggage”, means any baggage other than Checked Baggage including all items brought by you into the aircraft cabin.
“We”, “our”, “ourselves”, “us” and “Carrier” means PT. TRANSNUSA AVIATION MANDIRI (“TransNusa”).
“Website” means the internet site www.transnusa.co.id provided by us for the purpose of Passengers making online bookings and to access information about us.
1.2 Captions: The title or caption of each Article of these Terms & Conditions is for convenience only and is not to be used for interpretation of the text.
2.1. General: These Terms & Conditions apply to the carriage by air or by other means of transportation including surface transportation of Passengers and Baggage performed by us or on our behalf and to any liability we may have in relation to that carriage and transportation.
2.2. Terms & Conditions Prevail Over Carrier’s Regulations: Except as provided herein, in the event of inconsistency between these Terms & Conditions and Carrier’s Regulations, these Terms & Conditions shall prevail.
2.3. Overriding Law: These Conditions of Carriage are applicable unless they are inconsistent with applicable law in which event such laws shall prevail. Carriage hereunder is subject to the rules and limitations relating to liability established by the Warsaw Convention or Montreal Convention, unless such carriage is not “international carriage” as defined by Warsaw Convention or Montreal Convention as applicable. If any provisions of these Conditions of Carriage are invalid, under any applicable law, the other provisions shall nevertheless remain valid.
2.4. Language: The language of these Terms & Conditions is English and even though there may be translations of these Terms & Conditions in other languages, English shall be the sole language used in the interpretation of these Terms & Conditions.
3.1. Ticket Prima Facie Evidence of Contract: The Ticket constitutes prima facie evidence of the contract of carriage between the passenger named on the Ticket and us. We will provide carriage only to the passenger holding such Ticket, or holding, as proof of payment, any other document issued by us or an Authorized Agent. The Conditions of Contract contained in the Ticket are a summary of some of the provisions of these Conditions of Carriage. The Ticket is and remains at all times the property of the issuing Carrier.
3.2. Requirement for Ticket: A person shall not be entitled to be carried on a flight unless that person presents a Ticket valid and duly issued in accordance with Carrier’s Regulations. A Passenger shall furthermore not be entitled to be carried if the Ticket has been altered otherwise than by us or an Authorized Agent.
3.3. Transferability: A Ticket is not transferable to another person. If someone else presents your Ticket and we find out that the person is not you, we will refuse to carry that person. However, if a Ticket is presented by someone other than the person entitled to be carried or entitled to a refund, we shall not be liable to the person so entitled if in good faith we provide carriage or make a refund to the person presenting the Ticket.
3.4. Validity: The Itinerary is only valid for the Passenger named and the flight specified therein.
3.5. Identity: We will provide carriage only to the Passenger named in the Itinerary or Electronic Ticket. You will be required to produce appropriate identification at check-in.
3.6. Name and Address of Carrier: Our name may be abbreviated in the Ticket. Our registered address is Jalan Palapa No. 7, Oebobo, Kupang, 85111, Indonesia. Our management office is Jalan Cideng Timur No. 10 & 10A, Jakarta Pusat, 10130, Indonesia.
- Fares, Taxes, Fees and Charges
4.1. General: Fares apply only to carriage from the airport at the point of origin to the airport at the point of destination. Fares exclude ground transport services between airports and between airports and town terminals unless otherwise specifically stated by us. We are strictly a point-to-point carrier, unless you have purchased our Connecting Flight booking, and shall not be responsible to you for any connecting flights. We shall not be liable to you for your failure to meet any connecting flights.
4.2. Applicable Fares: Applicable fares are those published by us or on our behalf, whether electronically or by way of other medium. Fares may exclude administration fees, service charges and other charges unless otherwise specifically stated by us.
4.3. Infants: The fees for infants between thirty (30) days old to under the age of two (2 - 24 months) years old (on the date of travel for the first outbound flight) are provided for in the Fee Schedule. An infant may travel provided he sits on an adult's lap. Only one (1) infant is allowed for one (1) adult. No perambulators are allowed on board the aircraft. The number of infants is limited per flight due to safety regulations and as such, there may be a possibility that we may not be able to accommodate your request to carry infants with you.
4.4. Government Taxes, Charges and Insurance Surcharge: Any government taxes, charges or insurance surcharge imposed on air travel by the Government, relevant authority or the airport operator in respect of your use of any of our services or facilities will be in addition to our fares, administration fees and charges and shall be borne by you, unless otherwise specifically stated by us. Such government taxes, charges and insurance surcharge imposed on air travel may change from time to time and can be imposed even after the date that your booking has been confirmed. You shall nevertheless bear such government taxes, charges or insurance surcharge as and when they fall due prior to departure.
4.5. Currency: Fares, taxes, fees and charges are payable in Indonesian Rupiah (within Indonesian territory) or any currency acceptable to us (outside Indonesia). When payment is made in a currency other than the currency in which the fare is published, such payment will be made at the rate of exchange established in accordance with Carrier’s Regulations.
4.6. Accuracy: All fares, prices, flight schedules, routes published and services are correct at the time of publication and are subject to change at any time and from time to time without prior notice.
- Booking Seats
5.1. Confirmation of Booking: The booking of a Seat is confirmed after full payment of the fare is made and after we issue you a booking number and/or the Itinerary. Once confirmed, the booking cannot be cancelled and payments made are not refundable.
5.3. Flight Change: Once a booking reference has been issued, flight changes are subject to the following terms:
Inside of forty-eight (48) hours prior to the scheduled flight departure time, no changes are allowed. The charges for flight change outside of forty-eight (48) hours prior to the scheduled flight departure time are provided for in the Fee Schedule, subject to the following conditions:
if a lower fare is available, the difference in fares will not be refunded to the passenger;
if the new flight booked is in a higher fare class than that of the cancelled booked flight, the difference in fares shall be paid by the passenger before the cancellation or change can be made;
the change is not confirmed until we issue you a new Itinerary and/or booking number;
changes on route(s) are not allowed.
changes name is not allowed
5.4. Promotional Fares: Article 5.3 regarding Flight Change rules and Article 5.3 (v) regarding Name Change do not apply to certain selected promotional fares.
5.5. Payment: Fares must be paid in full when a booking is made. In the event that the fare has not been paid in full for any reason whatsoever, we reserve the right to cancel the booking prior to check-in and/or to disallow you to board the aircraft.
5.6. Personal Data: You hereby acknowledge and agree that your personal data has been given to us for the purposes of making reservations for carriage and providing you with confirmation of that booking, providing and developing ancillary services and facilities, facilitating immigration and entry procedures, accounting, billing and auditing, checking credit or other payment cards, security, administrative and legal purposes, credit card issuance, systems testing, maintenance and development, statistical analysis, and helping us in any future dealings with you. For these purposes, by entering into a contract of carriage with us you authorize us to retain and use your personal data as long as it is needed and to transmit it to our own offices, Authorized Agents and third party business associates, government agencies, other carriers or the providers of the services mentioned above. You may be required to provide specific personal data or information to us, including information to enable you to travel to other countries or to enable us to notify family members in the event of emergency and other purposes associated with or incidental to your carriage. We shall not be liable to you for any loss or expense incurred due to our use or transmission of any personal data provided to us unless the loss or expense was due to our gross negligence. We may also monitor and/or record your telephone conversations with us to ensure consistent service levels, prevent/detect fraud and for training purposes.
5.7. Seating Selection: We do not guarantee to provide any particular seat in the aircraft and you agree to accept any seat that may be allotted or is otherwise made available on the flight. You will be allocated a seat upon check-in. We reserve the right to re-assign seats at any time, including after boarding of the aircraft. This may be necessary for operational, safety, government regulatory, health or security reasons. Passengers are not allowed to move to seats of higher value when on board.
5.8. Advance Seat Request (ASR): Subject to availability you may pay a fee for an advance seat request (ASR) prior to the scheduled time of departure. Please refer to our Fee Schedule for the fee for an ASR. Where an ASR is purchased, we reserve our right to assign or reassign seats at any time, even after boarding of the aircraft. This may be necessary for operational, safety or security reasons. We do not guarantee any specific seat reassignments, whether for an aisle, window, exit row, or other type of seat. We will, however, make reasonable efforts to honour paid seat assignments. Passengers are not allowed to move to seats of higher value when on board.
If at any time after successfully purchasing an ASR and our schedules are changed, terminated, delayed or merged due to circumstances which we reasonably consider to be beyond our control or for commercial reasons or reasons of safety, we shall at our option, either
a. carry you on the same ASR on the next available flight; or
b. carry you on an ASR of equivalent value on the next available flight; or
c. carry you on any randomly assigned seat on the next available flight whereby we will then refund you the ASR payment.
The options outlined in this Article 5.7 are the sole and exclusive remedies available to you and we shall have no further liability to you.
5.9. Meals: Meal selections are subject to variation from time to time. Food may contain nuts, dairy and/or gluten. We do not accept any bookings or changes to your meal selections within 24 hours from the scheduled flight departure time. All prices and/or savings quoted from your prebooked meals are correct at the time of booking. We reserve the right, without prior notice, to amend/change the prices for prebooked meals, substitute any component of the pre-booked meal with an item of similar value subject to availability and/or aircraft suitability.
5.10. Inflight products: The provision of inflight products, services or advertised programmes is subject to availability. Inflight products or services are non-refundable and non-transferable once purchased. We do not accept any bookings or changes to inflight products or services within 24 hours from the scheduled flight departure time. We reserves the right, without prior notice, to amend/change the prices or substitute any component for inflight products or services.The boarding pass is proof of purchase of your pre-booked inflight products or services and must be presented to the cabin crew onboard to redeem the pre-booked inflight products or services. All prices and/or savings quoted for your inflight prebooked products or services are correct at the time of booking.
5.11. Purchase of Prebooked Meals: The boarding pass is proof of purchase of your pre-booked meal and must be presented to the cabin crew onboard to redeem your pre-booked meal. We do not guarantee the availability of your prebooked meals but we will use our best effort to honour your purchases. In cases of delay, cancellation and/or rescheduling of your flight, we reserve the right, without prior notice, to substitute any component of your prebooked meals with an item of similar value subject to availability and/or aircraft suitability.
5.12. Travel Insurance: As our liability to you is limited, we recommend that you purchase a travel insurance to cover:
a. changes in travel plans and travel cancellation
b. loss, delay or damage to Baggage and/or personal possessions
c. medical cost incurred including charges imposed by paramedics in cases of emergencies at ports of departure and arrival
- Check-in, Boarding and Other Requirements of Carriage
6.1. Check-In, Deadlines and Conditions: Our check-in counters are open three (3) hours before the scheduled flight departure time for International flights and two (2) hours before the scheduled flight departure time for Domestic flights. The counters close sixty (60) minutes before the scheduled flight departure time for International flights and forty-five (45) minutes before the scheduled flight departure time for Domestic flights. Check-in deadlines may vary at different airports and for particular flights. It is your responsibility to ensure that you comply with these deadlines particulars of which will be available at the time you make your booking. In any event, without derogating from the generality of other provisions of these Terms & Conditions governing the right of refusal of carriage, we reserve the right not to allow you to check in without any liability to you and without having to refund to you any fare paid:
- if you attempt to check in inside sixty (60) minutes before your scheduled flight departure time for International flights and forty-five (45) minutes before your scheduled flight departure time for Domestic flights;
- if you fail to have proper identification or fail to identify yourself to our staff;
- if you fail to have the proper documents (travel documents that are damaged will not be accepted as proper documents), permits, visa, necessary for travel to a particular place or country;
- if you have not fully paid any fare or other fees or charges due to us;
- if you have been violent to our staff or caused disturbance at our counter or have abused our staff whether physically or verbally;
- if the Government or other authorities prohibits your checking in or boarding the aircraft;
- if in our judgment, you are not fit to travel due to drunkenness or any obvious adverse medical condition; and/or
- if in our judgment, you are not medically fit to travel or your medical condition poses or could pose a danger or threat to the health of other passengers.
Self Check-in: We offer a self check-in facility. The facility is subject to specific requirements and restrictions to changes after checking in which may be viewed on our website under Self Check-in.
6.2 Unavailability of Seat: There is a chance a seat may not be available for you on your flight even if your booking is confirmed. This is due to the common practice in the airline industry of overbooking. In the event of such unavailability of seat, we shall at our option, either:
- carry you at the earliest opportunity on another of our scheduled services on which space is available without additional charge and, where necessary, extend the validity of your booking; or
- should you choose to travel at another time, retain the value of your fare in a credit account for your future travel provided that you must re-book within three (3) months therefrom.
6.3 Sole Remedies: The options set out in Article 6.2.a and 6.2.b are the sole and exclusive remedies available to you and we shall have no further liability to you.
6.4 Boarding: You should be at the boarding gate at least thirty (30) minutes prior to scheduled departure. Boarding closes twenty (20) minutes prior to departure. If you arrive later than this at the boarding gate you will not be accepted for travel.
Passengers who have purchased a PRO Seat under our ASR service will be given priority queuing from the general boarding which will allow them to proceed to the aircraft first. Once general boarding has commenced, passengers who have purchased our PRO Seat shall join the general boarding queue.
6.5 No-Show Passenger: You must be present at check in on time and be present at the boarding gate not later than the time specified by us at the time of check in. Failing to check in on time and boarding the aircraft by the time the aircraft departs, the fare you paid will not be refunded to you for any reason whatsoever.
6.6 Compliance: You are solely responsible for complying with all laws, regulations, orders, demands and requirements of countries flown from, into or over and compliance with our Terms & Conditions, notices and instructions given by us relating thereto. We shall not be liable in any way whatsoever to you in connection with obtaining necessary documents or complying with such laws, regulations, orders, demands, notices, requirements or instructions, whether given orally or in writing or otherwise, or for the consequences to you resulting from your failure to obtain such documents or to comply with such laws, regulations, orders, demands, notices, requirements or instructions.
6.7 Travel Documents: You are responsible for obtaining and must possess and have available for presentation as required by the relevant authorities all entry and exit, health and other documents required by law, regulations, order, demands or requirements of the countries flown from, into or over. Your travel documents will be checked against various databases, including INTERPOL’s databases, for security, crime prevention and law-enforcement purposes. You are also responsible for ensuring that you have sufficient pages in your travel document to meet the entry requirements for the destination. We reserve the right to refuse carriage to any Passenger who has not complied with, or whose documents do not appear to comply with, such applicable laws, regulations, orders, demands or requirements.
6.8 Domestic Routes: Adults are required to produce Identification Proof for all domestic flights.
6.9 Refusal of Entry: You agree to pay the applicable fare and/or penalties or fines whenever we, on order of any Government or immigration authority, are required to return you to your point of origin or elsewhere, owing to your inadmissibility into a country, whether of transit or destination. In such circumstances we will not refund the fare to you.
6.10 Passenger Responsible for Fines, Detention Costs, etc.: If we are required to pay or deposit any fine or penalty or to incur any expenditure by reason of your failure to comply with laws, regulations, orders, demands or other travel requirements of the countries flown from, into or over or to produce the required documents, you shall on demand reimburse to us any amount so paid or expenditure so incurred or to be paid. We may use towards such payment or expenditure the value of any carriage unused by you, or any funds due to you in our possession.
6.11 Customs Inspection: If required, you shall attend inspection of your Baggage by customs or other government officials. We shall not be liable to you for any loss or damage suffered by you through failure to comply with this requirement.
6.12 Security Inspection: You shall submit to any security or health checks by Government or airport officials or by us.
- Refusal and Limitation of Carriage
7.1. Right to Refuse Carriage: We may refuse carriage of you or your baggage for reasons of safety or if, in the exercise of our reasonable discretion, we determine that:
- such action is necessary for reasons of safety or security;
- such action is necessary in order to comply with any applicable laws, regulations or orders of any state or country to be flown from, into or over;
- your conduct, status, age or mental or physical condition or the physical condition of your baggage is such:
- as to cause reasonable fear of harm, to other passengers or to our crew; or
- that you may pose a hazard or risk to yourself, other persons or to property;
- you have committed misconduct on a previous flight and there is a reasonable likelihood that such conduct may be repeated;
- you have not observed, or are likely to fail to observe, our instructions;
- you have refused to submit to a security check;
- the applicable fare or any charges or taxes payable have not been paid;
- the payment of your fare is fraudulent;
- you do not have the proper documents for travel;
- the booking of our Seat has been done fraudulently or unlawfully or has been purchased from a person not authorized by us;
- the credit card by which you paid for the fare has been reported lost or stolen;
- the Itinerary or booking or Electronic Ticket is counterfeit or fraudulently obtained;
- the Itinerary has been altered by anyone other than us or our authorized agent, or has been mutilated (in which case we reserve the right to retain such documentation); and/or
- the person checking in or boarding cannot prove that he is the person named as the passenger on the Itinerary (we reserve the right to retain such Itinerary in this circumstance).
- If the immigration authority for the country you are travelling to, or for a country in which you have a stopover, has told us (either orally or in writing) that it has decided not to allow you to enter that country, even if you have, or appear to have, valid travel document
7.2. Unaccompanied Child: Children below the age of 12 will not be accepted for carriage unless they are accompanied by a person of at least 18 years of age. Such child/children must be seated next to the accompanying adult. The accompanying adult is solely responsible for the well-being of the child/children traveling together with him/her. This also includes ensuring that seats are booked to ensure child/children and accompanying adult are seated together.
7.3. Passengers with reduced mobility/medical condition: For safety reasons TransNusa can carry only a maximum of 4 passengers per flight who have quadriplegia or paraplegia, provided that we cannot carry more than two (2) Passengers with quadriplegia per flight. Under certain circumstances we may require the passenger quadriplegia to travel with a companion. Please refer to 7.4 (Travel with a Companion)
We accept wheelchairs/mobility devices (including battery-powered wheelchairs/mobility devices) on our flights, subject to Article 8.5 below. We have provided more information on how your wheelchair/mobility device will be transported on our Website.
Unless otherwise determined by us, passengers with a medical condition / illnesses are required to produce a valid medical certificate dated no more than ten (10) days from the date of travel and sign a Limited Liability Statement upon check in confirming that they are fit to travel. For the safety of other passengers we reserve the right to deny boarding passengers suffering from infectious, contagious or chronic diseases at our sole discretion.
Passengers with specific requirements requiring special assistance and passengers with medical conditions / illnesses including those that may require administering or carrying medication / syringes onboard are requested to contact us via our Live web chat or our call center at least 48 hours before the scheduled flight departure date to make prior arrangement for the type of special assistance required. Passengers requiring wheelchair service are requested to prebook the same at the time of booking or via Manage My Booking at least 4 hours before the scheduled flight departure time. Failure to notify us may result in any special assistance or wheelchair service being unavailable upon your arrival at the airport and you being refused carriage. For health and safety reasons passengers with specific requirements must check-in at the airport.
7.4. Travel with a Companion: We may require that you travel with a companion at your cost if:
- it is essential for safety; or
- the passenger is unable to assist in his own evacuation from the aircraft; or
- the passenger is unable to understand safety instructions.
7.5. Seating: We will make reasonable seating accommodations for Passengers with specific requirements in accordance with applicable laws. We reserve the right to re-assign seats at any time, including after boarding of the aircraft. This may be necessary for operational, safety, government regulatory, health or security reasons
7.6. Pregnant Passengers: It is the duty of pregnant passengers to advise us of the progress of their pregnancy at the point of booking of Seat and at the check-in counter. Our carriage of pregnant passengers are subject to the following conditions:
- Pregnancy up to 27 weeks (inclusive): Passenger must sign TransNusa Limited Liability Statement at the time of check-in to absolve TransNusa against any liabilities arising there from.
- Pregnancy between 28 weeks to 35 weeks (inclusive):
- Passenger must submit an approved doctor's medical certificate required.
- The doctor's medical certificate must confirm the number of weeks of pregnancy and the certificate shall be dated not more than seven (7) days from either the scheduled outbound or the scheduled inbound flight departure date as the case may be.
- Passenger must sign TransNusa Limited Liability Statement at the time of check-in to absolve TransNusa against any liabilities arising there from.
- Pregnancy 35 weeks and above: carriage not permitted on TransNusa.
7.7. Infants 30 days and/or below: We reserve the right not to carry infants thirty (30) days-old and/ or below. We may in our absolute discretion decide to carry such infants on our flights when such carriage is expressly sanctioned in writing by a medical practitioner and when the parent of the infant signs a Limited Liability Statement.
8.1. Items Unacceptable As Baggage And Right To Refuse Carriage: We reserve the right to refuse carriage of such baggage or such items found in baggage as follows:
- Items which are not properly packed in suitcases or other suitable containers in order to ensure safe carriage with ordinary care and handling;
- Items which are likely to endanger the aircraft or persons or property on board the aircraft and/or defined as dangerous goods under the Dangerous Goods Regulations of the International Civil Aviation Organization (ICAO), and the International Air Transport Association (IATA), or our Terms & Conditions and Conditions of Contract.
- Items the carriage of which are prohibited by the applicable laws, regulations or orders of any state or country to be flown from, to or over;
- Items which in our reasonable opinion are unsuitable for carriage by reason of their weight, shape, size or character;
- Fragile or perishable items;
- Live or dead animals;
- Human or animal remains;
- Fresh or frozen seafood or other meats provided that such items may be carried on board as hand luggage only if we are satisfied that they have been properly packed. Strictly only styrofoam and/or cooler boxes that contain dry food/non-perishables are allowed to be checked-in after inspection of contents by relevant authorities. Should passengers refuse inspection, we have the right to reject admission of luggage;
- Firearms and ammunition;
- Explosives, flammable or non-inflammable gas (such as aerosol paints, butane gas, lighter refills) refrigerated gas (such as filled aqualung cylinders, liquid nitrogen), flammable liquids (such as paints, thinners, solvents) flammable solids (such as matches, fire lighters), organic peroxides (such as resins), poisons, infective substances (such as viruses, bacteria), radioactive material (such as radium) corrosive materials (such as acid, alkali, mercury, thermometers), magnetic substances, oxidizing materials (such as bleaches), electronic cigarettes.
- Weapons such as antique firearms, swords, knives and similar items provided that such items may be allowed as checked baggage at our absolute discretion for very special reasons. These cannot be carried into the aircraft for any reason whatsoever.
8.2. Valuable and Fragile Goods: Passengers are strongly advised not to check in such items as baggage. If they are checked in as baggage, passengers agree they send for carriage of such items at their own risk. Such items include money, jewellery, precious metals, silverware, electronic devices, computers, cameras, video equipment, negotiable papers, securities or other valuables, passports and other identification documents, title deeds, artifacts, manuscripts and the like.
8.3. Examples of Valuable and Fragile Goods: Examples of the items referred to in Article 8.2 include: money, jewellery, precious gems or metals, silverware, mobile or electronic devices, computers, cameras, video equipment, negotiable papers, securities or other valuables, passports and other identification documents, business documents, title deeds, samples, medicines or drugs, artefacts, manuscripts and the like.
8.4. Right to Search: For reasons of safety and security, we may require you to undergo a search, x-ray or other type of scan on your person or your Baggage. We reserve the right to search your Baggage in your absence if you are not available, for the purpose of determining whether you are in possession of or whether your Baggage contains any unacceptable or prohibited items. If you refuse to comply with such searches or scans we reserve the right to refuse carriage of you and your Baggage without refund of fare to you and without any other liability to you. In the event that a search or scan causes injury to you or damage to your Baggage, we shall not be liable for such injury or damage unless the same is due to our fault or negligence. We will not be liable for locks damaged due to customs or security inspection at both arrival and departure airports.
8.5. Checked Baggage: Upon delivery to us of Baggage to be checked, we shall issue a Baggage Identification Tag Upon delivery to us of Baggage to be checked, we shall take custody thereof and issue a Baggage Identification Tag for each piece of Checked Baggage. Checked Baggage must have your name or other personal identification affixed securely to it. Checked Baggage will be carried on the same aircraft as you unless we decide for safety, security or operational reasons to carry it on an alternative flight. If your Checked Baggage is carried on a subsequent flight we will deliver same to you within a reasonable time of arrival of that flight unless applicable law requires you to be present for customs clearance.
A baggage fee is charged for the carriage of Checked Baggage, which will be charged at a discounted rate if purchased at time of booking or up to 4 hours prior to the scheduled time of departure or at a full rate at the Airport Check-in counters. A minimum of 10kg for domestic flight of Checked Baggage may be purchased at first instance.
Any passenger, travelling on either Domestic or International flights, checked baggage weight which exceeds the amount purchased at time of booking or the free checked baggage weight for Domestic travel will be charged on a per kg basis at the Airport Check-in counters. Please refer to our fee schedule for details on all rates. The fee is non-refundable and non-transferable.
Baby buggies, manual wheelchairs, mobility devices (Maximum weight allowed for mobility devices and wheelchair is 85 kg) and walking frames are carried free of charge provided these items are used by passengers in the course of travelling.
There is no baggage allowance for infants, although a pram/buggy will be carried free of charge.
Passengers may not use the unused Checked Baggage of other passengers unless travelling on the same Itinerary. Passenger booked in the same itinerary and does not travel may not transfer their unused Checked Baggage weight to the other passenger(s) in the same Itinerary. For health and safety reasons the Carrier will not accept any individual item exceeding 32 kg and with combined dimensions of more than 81cm height, 119cm wide and 119cm depth. This weight limit does not apply to mobility equipment (Notwithstanding the above, you are advised to make prior arrangements for your mobility device/equipment to be shipped by freight/cargo separately if your mobility device/equipment (including battery powered wheelchairs) cannot fit through our aircraft cargo door (Dimensions: 140cm (length) x 140cm (width) x 100cm (height)), or cannot be carried on our aircraft due to any other local occupational health, safety and/or regulatory reasons).
Sporting equipment may be carried in the hold of the aircraft upon payment of the fee set out in the fee schedule and at your own risk. You are therefore, advised to purchase the necessary insurance for such items. Musical instrument which exceed our cabin baggage dimensions provided it is within 75kg may be carried in the cabin if a seat for it has been purchased and the appropriate fare paid. There is no baggage allowance associated with the purchase of an extra seat.
8.6. Connecting Flight: We will take all reasonable measures necessary to avoid delay in carrying you and your baggage.
Excess baggage and/or any other relevant fees payable must be paid for both sectors at the point of origin.
8.7. Unchecked Baggage: Passengers (except infants) are allowed two (2) pieces of Unchecked Baggage to be carried on board in line with Conditions of Carriage defined in this article.
Unchecked Baggage may be a combination of any of the following two (2) pieces: One (1) cabin baggage or one (1) laptop bag or one (1) handbag or one (1) small bag.
(1) Cabin Baggage: Must not exceed the dimensions of 56cm (H) X 36cm (W) X 23cm (D) must fit in the overhead storage compartment in the aircraft cabin.
One (1) Laptop bag or one (1) handbag or one (1) small bag: Must not exceed the dimensions of 40cm (H) X 30cm (W) X 10cm (D) must fit under the seat in front of you.
The total permitted weight for the two (2) pieces must not exceed 7kg.
Any cabin baggage of excessive weight or size or of an offensive nature will not be permitted on board and passengers are advised to check in such items as Checked Baggage at the Airport Check-in counters in accordance with Article 8.5, failing which, we reserve the right to check in such ‘Baggage’ as Checked Baggage upon boarding subject to gate baggage fee payable at the boarding gate (please refer to our Fee Schedule).
Subject to the prevalent applicable local laws and regulations passengers will not be allowed to take on board any inorganic powders such as salt, sand, talcum powder and/or other powders that from time to time may be restricted.
Currently United States, Australia and New Zealand authorities have restricted any inorganic powder carried on board to less than 350 ml/12 oz. These contents may be subject to additional security checks, and/or may be retained by the security officers.
Subject to the prevalent applicable local laws and regulations passengers may take liquids on board in their cabin baggage provided they meet the following restrictions:
- The liquid is in a container with a maximum volume of 100ml
- That all liquid containers meeting the maximum volume of 100ml each can be fitted comfortably into a transparent, re-sealable 1 litre plastic bag.
The plastic bag should be presented separately at security. You may be required to dispose of liquids, which do not meet the above requirements.
8.8. Collection and Delivery of Baggage: You shall collect your Baggage as soon as it is available for collection at the place of destination or Stopover. If you do not collect it within a reasonable time and the baggage needs to be stored at our premises, we may charge a storage fee. If Checked Baggage is not claimed within one (1) month of the time it was made available to you, we are entitled to presume that you have abandoned the Baggage and we may dispose of the Baggage without any liability to you. Only the bearer of the Baggage Identification Tag or Baggage Check delivered to the Passenger at the time the Baggage was checked, is entitled to delivery of Baggage. If a person claiming the Baggage is unable to produce a Baggage Check or a Baggage Identification Tag for identification of the Baggage, we will deliver the Baggage to such person only on condition that he or she has established to our satisfaction his or her right thereto, and if required by us, such person shall furnish adequate security to indemnify us for any loss, damage or expense which may be incurred by us as a result of such delivery. Acceptance of Baggage by the bearer of the Baggage Identification Tag without complaint at the time of delivery is prima facie evidence that the Baggage has been delivered in good condition and in accordance with the contract of carriage, unless you prove otherwise.
- Schedules, Delays and Cancellation of Flights
9.1. Schedules: We will use our best efforts to avoid delay in carrying you and your baggage. We will endeavour to adhere to published schedules in effect on the date of travel. However, times shown in timetables, schedules or elsewhere are subject to change at any time and from time to time. We are not liable in any way whatsoever for any loss incurred by passengers as a result of such change.
9.2. Delay, Cancellation, Changes of Schedules: At any time after a booking has been made we may change our schedules and/or cancel, terminate, divert, postpone, reschedule or delay any flight where we reasonably consider this to be justified by circumstances beyond our control including but not limited to adverse weather or traffic control delays or for reasons of safety or operational reasons. In such circumstances, we will provide a refund of the fare you have paid. In the event of a force majeure event such as an Act of God, we will make a refund to you or the person who has paid for the Ticket in full.
9.3. Refunds: We will refund a Ticket or any unused portion, in accordance with the applicable fare rules or Tariff and Ministerial Regulation PM30/2021 as amended from time to time, as follows:
- a. Except as otherwise provided in this section, we shall be entitled to make a refund either to the person named on the Ticket or to the person who has paid for the Ticket, upon presentation of satisfactory proof of such payment;
- b. If a ticket has been paid for by a person other than the Passenger named on the Ticket, and the Ticket indicates that there is a restriction on refund, we shall make a refund only to the person who paid for the Ticket, or to that person’s order; and
9.4. Connecting Flight: If a delay or cancellation/reschedule of our flight causes you to miss a Connecting Flight on which you hold a confirmed booking, you are entitled to the following:
If your flight is delayed at the point of origin: a free move to the next available flight that connects to the final destination within our Connecting Time.
If your subsequent flight is delayed: a free move to the next available flight within our Connecting Time.
If your new flight does not meet our Connecting Time or if the next available flight falls on the next day, we will not provide the following:
- Day or overnight accommodation
- Surface transfers
- Storage of your checked baggage. You are required to collect your bags at the transit point and recheck-in for new subsequent flight.
9.5. Voluntary Refunds: We will only consider refunds for reasons other than those listed in Article 9.2 if the Passenger named on the Ticket is not able to travel due to illness and is able to verify the illness with a doctor’s certificate or if a member of the passenger’s immediate family (father, mother, brother, sister) has passed away and the passenger is able to produce a death certificate.
9.6. Currency: All refunds will be subject to Government laws, rules and regulations or orders of the country in which the Ticket was originally purchased and of the country in which the refund is being made. Subject to the foregoing provision, refunds will normally be made in the currency in which the Ticket was paid for but may be made in another currency in accordance with the Carrier’s Regulations.
9.7. By Whom Ticket Refundable: Voluntary refunds will be made only by the carrier that originally issued the Ticket or by our Authorised Agent.
9.8. Amount of Refunds
In accordance with the applicable regulation, we will make refunds to you or the person who has
paid for the Ticket or to that person’s order in the percentage as set out in the following schedule:
≥ 72 hours before flight
75% (seventy five percent) of the base Tariff
48 - < 72 hours before flight
50% (fifty percent) of the base Tariff
24 - < 48 hours before flight
40% (forty percent) of the base Tariff
12 - < 24 hours before flight
30% (thirty percent) of the base Tariff
4 - < 12 hours before flight
20% (twenty percent) of the base Tariff
< 4 hours before flight
10% (ten percent) of the base Tariff
If the purchase of your Ticket was in cash, we will endeavour to make the refund within 15 (fifteen) business days following submission of the refund application. If you made the purchase by credit card or debit card (website), a refund will be given within 30 (thirty) business days following the submission of your application.
Conduct Aboard Aircraft
10.1. Unacceptable Conduct On Board the Aircraft: If in our reasonable opinion you conduct yourself on board the aircraft so as to endanger the aircraft or any passenger or property on board, or obstruct or hinder the crew in the performance of their duties, or fail to comply with any instruction of the crew including but not limited to those with respect to smoking in any form including E-cigarettes, alcohol, use of cellular telephones, or use any threatening, abusive or insulting words towards the crew or behave in a manner which causes discomfort, inconvenience, damage or injury to other passengers of the crew, we may take such measures as we deem necessary to prevent continuation of such conduct including restraint. You may be disembarked and refused onward carriage at any point and may be prosecuted for offences committed on board the aircraft.
10.2. General Indemnity: If as a result of your conduct we decide, in exercise of our reasonable discretion, to divert the aircraft for the purpose of offloading you, then you shall be liable for all costs which we incur of any nature whatsoever as a result of or arising out of that diversion and all losses suffered or incurred by our agents, employees, independent contractors, passengers and any third party in respect of death, injury, loss damage or delay to other passengers or to property, arising from your misconduct.
10.3. Use of Electronic Devices: For safety or legal reasons, we may forbid or limit operation on board the aircraft of electronic equipment, including but not limited to, cellular/mobile telephones, laptop computers, portable recorders, portable radios, MP3, cassette and CD players, electronic games, laser products or transmitting devices, including radio-controlled toys and walkie-talkies. You must not use these items when we have informed you that they are not permitted to be used. If you do not comply, we can take and retain such electronic devices until the termination of your flight or until such other time as we consider appropriate. Operation of hearing aids and heart pacemakers is permitted.
10.4. Sundries: Passengers are allowed to consume their own food on board our flights provided the same does not have a strong smell which may bother other passengers. It is prohibited to consume alcohol on board our flights.
Our fares are not inclusive of complimentary onboard meals and beverages. However, you can pre-book the meals 24 hours prior to the scheduled time of departure or purchase them onboard. To respect all cultures and religious beliefs we do not allow outside food into the aircraft.
No smoking in any form including e-cigarettes is permitted on any of our flights.
Non-perishable items such as chocolates, biscuits and crisps are allowed in the cabin baggage, provided that they are not to be consumed onboard.
Perishable items are items that will spoil if kept under certain conditions such as changes in temperature and humidity. Examples of perishable items such as cooked rice, noodles and sandwiches are not allowed in the cabin baggage and must be disposed by Passenger.
Fruits are allowed onboard in the cabin baggage, provided that the items are properly packed, sealed and not to be consumed onboard. Please note that durian, jackfruit and any other pungent-smelling fruits which are universally banned in the aircraft cabin are not allowed in either checked or cabin baggage.
11.1. Domestic/Non-Convention Carriage
Notice in Relation to Republic of Indonesia Law Number 1 of 2009 on Aviation and Ministerial Regulation PM77/2011 as amended from time to time: If your journey is for domestic carriage or carriage which is not international carriage for the purposes of the Convention, the provisions of the Republic of Indonesia’s Law Number 1 of 2009 on Aviation (together with all implementing regulations) will be applicable to your carriage.
11.2. International Carriage: Passengers on a journey involving an ultimate destination or a stop in a country other than the country of departure are advised that international treaties known as the Warsaw Convention or the Montreal Convention may be applicable to your journey and these Conventions govern and may limit our liability for death or bodily injury, for loss of or damage to baggage, and for delay.
11.3. Notice of Baggage Liability Limitations: Liability for loss, delay or damage to baggage including any protruding parts of the baggage such as wheels, feet, straps, pull/telescoping handles, hangar hooks, loose flaps, zippers, pockets or other attached items is limited unless a higher value is declared in advance and additional charges are paid. Liability for domestic travel and liability for international travel vary according to the respective law.
11.4. General Provisions
- We shall not be liable for any damage arising from compliance with any laws or government regulations, orders or requirements, or from failure of the Passenger to comply with the sam
- b. Our liability shall not exceed the amount of proven damage Furthermore, we shall not be liable for indirect or consequential damages.
- c. We shall not be liable for injury to you or for damage to your Baggage caused by property contained in your Baggage. If any of your property causes injury to another person or damage to another person’s property or to our property you shall indemnify us for all losses and expenses incurred by us as a result thereo
- d. If your age or mental or physical condition is such as to involve any hazard or risk to yourself, we shall not be liable for any illness, injury or disability, including death, attributable to such condition or for the aggravation of such conditio
- Any exclusion or limitation of liability shall apply to and be for the benefit of our agents, employees and representatives any other carrier whose aircraft is used by us and such carrier’s agents, employees and representatives. The aggregate amount recoverable from us and from such agents, employees, representatives and person shall not exceed the amount of our limit of liability.
- Unless so expressly provided nothing herein contained shall waive any exclusion or limitation of liability under the Convention or any other applicable laws.
Time Limitation on Claims and Actions
12.1. Notice of Claims: Acceptance of Baggage by the bearer of the Baggage Identification Tag without complaint at the time of delivery is sufficient evidence that the Baggage has been delivered in good condition and in accordance with the contract of carriage, unless you prove otherwise. If you wish to file a claim or an action regarding Damage to Checked Baggage, you must notify us as soon as you discover the Damage, and at the latest, within seven (7) days of receipt of the Baggage. If you wish to file a claim or an action regarding delay of Checked Baggage, you must notify us within twenty-one (21) days from the date the Baggage has been placed at your disposal. Every such notification must be in writing and posted or delivered to us within the above periods.
12.2. Limitation of Actions: Any right to damages shall be extinguished if an action is not brought against us within two (2) years of the date of arrival at the destination, or the date on which the aircraft was scheduled to arrive, or the date on which the carriage stopped. The method of calculating the period of limitation shall be determined by law of the court where the case is heard.
Modification and Waiver
13.1. None of our agents, employees nor representatives has authority to alter, modify or waive any provisions of these Terms & Conditions.