Terms & Conditions

TERMS & CONDITIONS OF DEPARTURE

  • Children aged 4 years will be charged the full fare.
  • Passengers who have reserved a seat and have not yet made payment must come to the Cititrans counter no later than 30 minutes prior to departure to make payment and check-in.
  • Passengers who already have a ticket must be at the pool at least 30 minutes before the scheduled departure time to check in. The shuttle will depart according to the departure schedule.
  • Passengers who have purchased a ticket and arrive late (not at the pool at the departure time) will have their ticket forfeited and the funds will not be refunded.
  • If the departure is canceled due to technical issues, the cost will be refunded 100% (via transfer within 14 working days from the date of the request).
  • If technical issues occur during the journey such as the unit breaking down (passengers waiting for more than 60 minutes), AC not functioning during the journey for more than 60 minutes, passengers will receive a compensation voucher that can be used for the next trip.
  • It is prohibited to bring luggage that may disturb the comfort of other passengers (strong-smelling items, pets).
  • Cititrans pool and shuttle units are public spaces; be careful with your belongings. Cititrans is not responsible for lost or left behind items either at our pool locations or in the vehicle.

BAGGAGE INFORMATION

  • Each passenger is allowed to bring a maximum of two pieces of luggage, consisting of:
    • One handbag/carry-on bag, which must be stored under the passenger's seat.
    • One checked baggage (cabin suitcase) with a maximum dimension of 55 cm x 40 cm x 25 cm for Executive and Regular services.
    • One checked baggage (large suitcase) with a maximum dimension of 80 cm x 55 cm x 37 cm for JAC & Busline services.
  • Checked baggage will be stored in the vehicle's luggage compartment on a first-come, first-served basis. If the luggage compartment is full, the baggage will be transported on the next available departure.
  • If a passenger's luggage exceeds the specified limit, the excess baggage will be counted as cargo and will be subject to additional charges according to applicable regulations.
  • Specifically for Executive and Regular services, if a passenger brings checked baggage exceeding the limit stated in point 1. An extra charge will be applied for the excess baggage.

COMPULSORY PASSENGER ACCIDENT COVERAGE

Cititrans declares that all forms of compensation for victims or their legal heirs due to accidents occurring while onboard public land transportation shall be in accordance with the provisions stipulated in the Regulation of the Minister of Finance of the Republic of Indonesia No. 15/PMK/010/2017. These provisions apply and are implemented in all Cititrans services.

  • The compensation amounts for traffic accident victims are as follows:
    • Compensation for death: Rp 50.000.000,-
    • Compensation for permanent disability (maximum): Rp 50.000.000,-
    • Compensation for medical treatment (maximum): Rp 20.000.000,-
    • Compensation for burial costs if the victim has no legal heirs: Rp 4.000.000,-
    • Additional benefit – first aid reimbursement: Rp 1.000.000,-
    • Additional benefit – ambulance cost reimbursement: Rp 500.000,-
  • Please ensure that you should wear your seatbelt during the journey.

LOST / DAMAGED TO PERSONAL BAGGAGE

  • If the personal belongings you carry during your journey suffer any loss or damage, Cititrans shall be responsible for either:
    • Providing compensation for your damaged personal baggage, up to a maximum of 10 times the ticket price purchased by the passenger; or
    • Reimbursing the repair costs for each damaged personal baggage item, up to a maximum of 5 times the ticket price purchased by the passenger.
    • For loss or damage claims, passengers are required to provide proof of ownership, a purchase receipt, or a repair receipt.

HOW TO RESCHEDULE

  • Reschedule or Reroute is available up to 3 Hours prior to departure.
  • Ticket can only be Rescheduled or Reroute once.
  • Customer can Reschedule to any route and date/time available before or after the initial departure date.
  • Reschedule or Reroute can be done via Mobile Apps, Website, Counter Cititrans & Call Center.
  • Reroute applies for changes made to Soekarno Hatta International Airport Route.

HOW TO REFUND

  • Refund request that have been submitted can not be canceled for any reason.
  • Refund is available up to 24 hours prior to departure time.
  • Administration fee of IDR 20.000/transaction will be charged.
  • Refund Request is ONLY available via Mobile Apps and Website.
  • Refund will be automatically credited to your credit card (purchases via credit card) or to your GoPay/ bank account (purchases via other payment methods).