FAQ

FAQ Topics

General

  1. About Traveloka
  2. How to Book
  3. How to Pay
  4. Contact Us
  5. Newsletter Promo Info
  6. Traveloka Coupon
  7. Mobile App

Flight

  1. Flight Search
  2. Ticket Price
  3. Flight Booking
  4. Web Check-in
  5. General Flight Information
  6. Cancellation, Refund & Change

Hotel

  1. Hotel Search
  2. Room Type
  3. Hotel Rate
  4. Booking Process
  5. Hotel Policy
  6. Hotel Facility
  7. Booking Confirmation
  8. Cancellation & Change
  9. Guest Review

Payment

  1. General
  2. travelokaPay
  3. Paying in MYR

General

About Traveloka

Can you tell me more about Traveloka?
Traveloka is one of the leading flight and hotel booking platform in Southeast Asia, serving more than 18,000 routes and thousands of hotels in Asia Pacific. We work hard to provide our customers with the best price for hotels and flights every day!

For our operations in Malaysia, our appointed agent is:
CNH Travel Sdn Bhd (Malaysia Travel Licence No. KPK/LN 6427)
153A, Jalan Kenari 23A, Bandar Puchong Jaya, 47100 Puchong, Selangor DE, Malaysia.

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How to Book

How do I book a flight and hotel through Traveloka? Can I buy directly from Traveloka's office? Where can I find it in my city?
You can book a flight and hotel by entering destination/duration of stay in the search box. We're sorry but Traveloka does not conduct transactions over the phone or sales counters.
How do I get my e-ticket or hotel voucher? Will a receipt be issued?
After completing your transaction, the e-ticket/hotel voucher and receipt will be emailed to you as an attachment.

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How to Pay

How do I proceed to make payment for the flight/hotel I booked through Traveloka?
To proceed with making payment, please follow the instructions on the Payment page. Currently, Traveloka only accepts Credit Card (Visa, MasterCard) for SGD transactions. However, payment through Internet Banking will be available soon. Stay tuned! (P.S. You can also pay in MYR, THB, IDR and USD!)

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Contact Us

How can I contact Traveloka?
Live Chat via desktop.
Email: cs@traveloka.com
Phone: +60-15-4840-9469
Social media: Twitter, Facebook, Google Plus, Instagram.

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Newsletter Promo Info

Must I pay if I subscribe to Traveloka's newsletter?
Absolutely not! Traveloka's newsletter subscription is free of charge. By subscribing, you will receive information about discounts, best deals and other important updates about Traveloka via email.

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Traveloka Coupon

What are Traveloka coupons?
Traveloka coupons are codes that you may enter during your payment process. When you have a Traveloka coupon, you will be entitled to a discount for flight and/or hotel.
How can I obtain a Traveloka coupon?
Traveloka distributes exclusive coupons to our newsletter subscribers and during promo campaigns, so don't miss out! Sign up for our newsletter now.
How do I use my Traveloka coupon?
  1. Search your flight/hotel
  2. Choose and book your flight/hotel
  3. Enter coupon code on the Payment Page
  4. Complete your transaction

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Mobile App

Where can I get the Traveloka App?
The Traveloka App can be downloaded from Google Play Store (Android) or App Store (iOS) for FREE.
Why can’t I download the Traveloka App on my Android device?
To install Traveloka App on Android, your device needs to have at least Android Operating System (OS) 4.0 Ice Cream Sandwich. Please also make sure that your device is connected to a stable 3G (at minimum) or WiFi connection.
Why can’t I download the Traveloka App on my iOS device?
To install Traveloka App on iOS, your device needs to have at least iOS 7. Please also make sure that your device is connected to a stable 3G or WiFi connection.
Is the Traveloka App available for BlackBerry or Windows Phone?
Currently, the Traveloka App is only available for Android and iOS. For other operating systems, please access Traveloka via mobile web browser or desktop.

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Flight

Flight Search

What airlines can I book through Traveloka?
As of now, you can book the following airlines: Singapore Airlines, Tigerair, Jetstar, AirAsia, Cathay Pacific, Malaysia Airlines, Garuda Indonesia, Etihad, Lufthansa, Bangkok Airways, Thai Airways, Vietnam Airlines, Air France, Klm, China Southern, Asiana, Firefly, Lion Air, Malindo Air, Sriwijaya Air, Batik Air, NAM Air, Aviastar, Sky Aviation, Wings Air, and Xpress Air.
I booked a flight for 4 adults and 1 child, but why does it only show the price for 1 passenger?
The prices shown on search results are for 1 adult passenger. The Total Price is shown in 'Learn how much you save' and also in your booking form.
What do the icons on Search Results indicate?
The icons indicate facilities included in basic fare such as baggage, in-flight meal and airport tax.
Why can’t round-trips be booked on certain airlines?
Certain airlines have the policy that booking for round-trips can be more expensive than booking them in separate forms. In this case, Traveloka can determine the cheaper price for you.

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Ticket Price

How much does Traveloka charge for booking fee?
Traveloka does NOT charge any booking fee for all payment methods. What you see is what you pay, with no hidden charges at all.
Are there any additional charges on top of the Total Price?
No. All prices shown are final. The total price is the lowest paid amount, unless there are additional services such as baggage and meal, which is of your own choice.
May I know which airlines have already included Passenger Service Charge (PSC) or airport tax in their ticket?
ALL airlines have already included the PSC or airport tax in their ticket, so the price you see on your Traveloka e-ticket is final.
I found several promo flight tickets on the Internet, newspapers and the Traveloka blog, but I couldn't find it in the search results. Why is that so?
This may happen due to the limited number of promo tickets. To ensure that you receive the promo ticket, it is best to book immediately, or as soon as the offer appears in the search results.
Why do ticket prices change from time to time?
To provide you with a seamless flight booking experience, the ticket price information is internally stored on a temporary basis. Hence, when you move to the payment page, prices may occasionally change as it adjusts to the airline's system.
Why is it that ticket prices for international routes change regularly?
Ticket prices for international routes may change due to the fluctuation of exchange rates and price updates from airlines.
Has insurance been included in the ticket price?
Whether or not a ticket has included insurance depends on the airline policy. To purchase add-ons such as insurance, you can do so while performing web check-in or by contacting the airline call center directly.
Are the prices for children and infant different?
Ticket prices for children (age 2-12) and infant (below age 2) may vary for different airlines. Please contact the airline directly for more detailed information.

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Flight Booking

How do I obtain my ticket once I have completed the payment process?
Once your transaction is completed, an e-ticket (electronic ticket) will be sent to your email. Make sure that you have booked with a valid email address.
I accidentally deleted my e-ticket email, what should I do?
You can download your e-ticket from the 'My Booking' menu.
Can I perform seat selection via Traveloka?
We're sorry but Traveloka does not provide seat selection feature. This feature belongs directly to the airline and can be done through the airline's website.

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Web Check-in

How do I check-in online?
  1. Visit the airline's web check-in page.
  2. Enter your Booking Reference or Passenger Last Name.
  3. Complete the check-in details.
  4. After completing web check-in, print your boarding pass.
Why can't I check-in online?
Passengers of Aviastar, Kalstar Aviation, NAM Air, Sriwijaya Air, Trigana Air, Wings Air, Xpress Air, must check-in manually at the airport. Passengers of other airlines would be able to check-in online.
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General Flight Information

Would a domestic flight with an overseas transit require a passport?
Yes. Passport is required for a domestic flight with an overseas transit.
My passport validity is less than 6 months. Is it still valid for international flights?
We're sorry, but your passport may be invalid for international flights. Please check the definitive rules in your destination country and also the issuing country of your passport.
At what age is a baby allowed to fly?
Airlines have differing policies for infant passenger. Please contact the airline directly for more information.

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Cancellation, Refund & Change

How do I cancel a purchased ticket and get a refund?
All refunds must be processed through Traveloka. Find out more about the procedure including airline call center numbers on the FAQ Refund Page. By submitting a refund, your reservation will be automatically cancelled.
Do I always get a refund for ticket cancellation?
Several airlines such as AirAsia, Tigerair and Citilink only provide refunds for cancellations by airline. Promo tickets are non-refundable. Besides these conditions, you can get a refund via 'My Booking' menu in your account, then click on 'Refund' on the booking that you are cancelling.
How do I reschedule my flight?
Each airline has different policies and procedures for rescheduling. Please see the list of airline call centers and the airlines policy on the FAQ Refund Page.
I did not write my name correctly, how do I change it?
Changing passenger names is possible, but only for certain airlines. Please refer to each airline's policy on the FAQ Refund Page.

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Hotel

Hotel Search

Can I book a hotel outside of Malaysia?
Yes. Traveloka provides booking services for hotels worldwide (and flights too!).
I don't know which hotel to choose. How can I find the perfect hotel for my destination?
Simply type the name of your destination city. The results will show the hotels in that area. You can also filter the results based on the rating, prices and popularity - which may be helpful in your quest for the perfect hotel.
How do I find the hotel's phone number?
The hotel's phone number is displayed on the hotel voucher from Traveloka.
How do I check hotel room prices?
After selecting the duration of your stay, the hotel room prices will be displayed in the search results.
Is it possible to book a room for tonight?
Yes, but please be aware of the hotel’s check-in policy and don't forget to inform the hotel about your late check-in.
How do I view the hotels available on my selected dates?
Search results will automatically show the hotels available on your selected dates.
Is it possible to search hotels based on my budget?
Yes. After you have selected a destination and indicated the duration of your stay, you may filter search results based on prices, review score and popularity.
Can I search for hotels around a certain area or landmark?
Yes. There are 2 steps to do this:
  1. Enter the area or landmark in the search box.
  2. Once the search results are displayed, use the Filter at the top of the page to filter by area or landmark.
How do I find the hotel address?
The hotel address is shown below the hotel name on each hotel page and on your hotel voucher.
How do I find out about the maximum number of guests for each room?
The maximum capacity of each room is shown on the hotel page.
How do I find out about the hotel facilities (i.e. WiFi, swimming pool, etc.)?
All hotel facilities are displayed on the hotel page.

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Room Type

Can I request for an extra bed?
Yes. Please contact the hotel directly or inform the staff at check-in. Payment for the extra bed is done directly at the hotel.
What does "non-refundable" or "free cancellation" mean?
  1. "Non-refundable" means there won't be any refund for any cancelled booking.
  2. "Free-cancellation" means that you will be given a refund if the cancellation is done within the stipulated time.

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Hotel Rate

What does each price include?
All the facilities displayed on the hotel page are included in the price shown. Complete information can be found on the booking page, confirmation page and your confirmation email.
On the hotel page, are the prices listed on a per-night or per-guest basis?
All the prices listed on the hotel page are on a per-night basis, but some hostels charge by per-guest basis.
Does the price include tax?
Yes, all prices shown are final and include taxes.
Does the price include breakfast?
This may vary depending on the hotel policy and room type. The breakfast icon will appear if the price includes breakfast.
What does it mean when a price has a strike-through on it?
It means the price has gone cheaper than the normal price offered by the hotel.
Does Traveloka offer a special price for members?
Yes. Anyone who is a Traveloka member and owns an account will receive special prices.
Are there any additional charges for children?
The prices shown in the search results do not include charges for children. Please contact the hotel directly as this depends on the hotel policy.

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Booking Process

How do I submit a special request (i.e. airport transfer, room with beach view, extra bed, etc.)?
You can submit a special request in your booking form. Once submitted, your request will be processed further by the hotel.
Can I book a hotel for a half day (i.e. from morning to evening)?
Unfortunately, this is not possible. The minimum duration of stay is one day.
How do I book rooms for a group of guests?
Through Traveloka, you can book a maximum of 8 rooms in a single booking.
At check-in, do I have to pay a deposit?
This depends on the hotel policy. Please read the hotel policy at the bottom part of each hotel page.

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Hotel Policy

Does Traveloka have any partnerships with hotels?
Yes, Traveloka has direct partnership with hotels. Besides that, Traveloka also partners with other official third parties.
Can I still check-in if I arrive at the hotel way later than the check-in time?
Yes. You can still check-in for late arrival. However, we suggest you to inform the hotel in advance about your late arrival.
How do I see the check-in/check-out time of each hotel?
You can see the check-in/check-out time on each hotel page and on your hotel voucher.
How do I find information about the hotel facilities?
Hotel facilities are displayed on each hotel page and room type. To obtain the complete hotel description, click on the 'hotel facilities' icon.
How do I book a smoking room if the only options are non-smoking rooms?
If you cannot find any smoking rooms, this means the hotel may not provide any. Please contact the hotel directly to be sure.
Do hotels allow guests to bring pets?
This information can be found within the 'Hotel Policy' of each hotel page.

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Hotel Facility

How do I reserve a parking space?
If the hotel has a parking lot, we suggest that you contact the hotel directly prior to your stay for parking reservation.
How do I know if a hotel provides shuttle services? How do I request for one?
This information is provided in the Hotel Description of each hotel page. We suggest that you contact the hotel directly if, for example, you need to be picked up at the airport.
Is it possible to leave my luggage at the hotel before check-in or after check-out?
Some hotels have luggage storage facilities. To find out if your hotel has one, please find out from the Hotel Description or contact the hotel directly.
How do I know if the hotel is disabled-friendly?
This information is shown in the Hotel Description of each hotel page. If it isn't shown, this may mean that the hotel does not provide facilities for the disabled. Please contact the hotel directly for further information.

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Booking Confirmation

How do I know whether my booking has been confirmed?
Once your payment has been received, you will receive a confirmation email. The email contains your hotel voucher and itinerary details.
I have successfully booked and completed payment before the time limit, why haven't I received a confirmation in my email?
Please check your spam/junk folder. Should you need further assistance, contact us by email at cs@traveloka.com or by phone at +6015-4840-9469.

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Cancellation & Change

Is it possible to change or cancel my hotel booking?
Yes, you can cancel your hotel booking through these simple steps:
  1. Log in to your Traveloka account.
  2. Go to My Booking.
  3. Click on Refund on the booking that you want to cancel.
  4. Follow the instructions.
Please make sure that you have read and understood the hotel's policy.
Will I be charged for cancelling my booking?
Each room has a different cancellation policy. Please make sure of this in the confirmation email from Traveloka.
Where can I find the cancellation policy?
The booking cancellation policy can be found on the hotel booking page. When you have completed the transaction, this information can be found in the confirmation email from Traveloka.
How do I know if my booking has been cancelled?
You will receive an email regarding booking cancellation. Please check your email including your spam folder or contact us directly.
I booked a room that does not include free breakfast. How do I request for breakfast?
This can be done at check-in. You can pay for your breakfast directly at the hotel.

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Guest Review

How do I submit a hotel review?
You will receive an email from us a few days after you have checked out which will guide you on how to review your hotel stay.
Can everyone write a review?
Yes. Everyone who has booked a hotel through Traveloka will receive an email to review their hotel stay.
Can I revise my review?
Unfortunately, you cannot revise the review that has been submitted.
Why hasn't my review been published?
We're really sorry about that. It could be that your review contains inappropriate comments that may offend or cause any issues related to ethnic, social groups, religion and race. If it is an error on our part, or should you need further assistance, please contact our Customer Service team.
Are the reviews modified by Traveloka?
Traveloka moderates all reviews to filter any inappropriate comments that may offend or cause any issues related to ethnic, social groups, religion and race. We do not amend the guest reviews unless it is inappropriate, of which the amendments are usually minimal.

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Payment

General

I've booked a flight/hotel through Traveloka. How do I proceed to payment?
To proceed to payment, please follow all instructions on the Payment Page. The payment methods accepted by Traveloka is subject to the currency you opted to pay in.
Can I pay for my hotel stay with a different credit card than the one I used to make the reservation?
Yes, you can pay for your stay using a different credit card than the one you have used earlier to make a reservation at Traveloka.
My credit card transaction was unsuccessful. How could this happen?
Sometimes, it takes longer to process your payment. If your first transaction was unsuccessful, please refresh your page and retry making your payment.
Why should I enter the one-time password (OTP) to proceed with my transaction? I've never had to do this before.
Sometimes, your credit card issuing bank needs to verify your transaction to ensure that you are the credit card owner. Rest assured that all these are done to ensure the security of your payment.
How will I receive the one-time password (OTP) to complete my payment?
The OTP will be sent via SMS by the issuing bank of your credit card. After you have received the password, please enter it immediately to ensure a smooth transaction.

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travelokaPay

What is travelokaPay?
travelokaPay is a comprehensive payment method delivered to you by Traveloka. Enjoy a smooth, hassle-free transaction using travelokaPay! Your booking experience just became even more pleasant, all with Traveloka’s final price -- no hidden charges, no booking fee. To enjoy this feature, make sure you have updated your Traveloka App to version 2.9. Please read Introducing travelokaPay to learn more.
What is My Cards?
My Cards is the fastest payment method from Traveloka. By registering to My Cards, you do not need to fill in your credit card details repeatedly. In other words, your booking process will be completed in under 60 seconds!
Is My Cards applicable for all payment methods?
As a payment method, My Cards is only applicable for payments with credit card.
Is my credit card data safe with Traveloka?
Traveloka ensures the security of your credit card data using leading industry data security and encryption standards (256-bit security technology and 100% PCI-compliance).
What types of credit cards can be used in My Cards?
Traveloka accepts Visa and MasterCard to be used in My Cards
How many credit cards can I store in My Cards?
You can store up to 3 (three) credit cards in your account.
Can I remove the credit cards that I have registered?
Yes, of course. You can delete, add, or change the credit card details which you have registered at any time, because your convenience is our priority.
Can I use My Cards via smartphone?
Of course! My Cards is optimized for Traveloka App, which you can download for free on your smartphone.

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Paying in MYR

What are the payment methods accepted for MYR transactions?
Currently, Traveloka only accepts Credit Card (Visa, MasterCard) for MYR transactions. However, payment through Internet Banking will be available soon. Stay tuned!

(P.S. You can also pay in SGD, THB, IDR and USD!)

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