FAQS

Frequently Asked Questions

Booking online via website www.susiair.com or contact Susi Air Call Center at +62 811 211 3080; +62 811 211 3090, or visit our nearest representative offices / local airport.

Please note your Booking Reference (Booking Code) given by system / officer Susi Air encourage you to pay your reservation thru online payment system with preferred credit card. Credit card payment are available until maximum 24 hour before flight. Autocancel by system apply for unpaid reservation within one hour after booking. Local contact number need to be provided prior your flight as soon as arriving Indonesia *for passenger booking from abroad. For VIP / Charter flight please call +62 811 211 1080 or +62 811 211 1090

By making a payment (any method), you agree to, accept and understand Susi Air terms and conditions. Currently, Susi Air provide 5 payment method :

Domestic Wire Transfer to Bank Account (Indonesia only)

  • Please note your booking code and account owner’s name in your remarks transaction. Any excess fund of transfer cannot be returned (forfeited).
  • Susi Air can not accept payment via bank service using LLG and RTGS, proof of payment via LLG and RTGS are not accepted.
  • Payment should be made immediately before time limit expires, by cash deposit to BRI's bank/ATM/SMS Banking or Internet Banking.
  • Send your proof of payment (receipt) via email to callcenter@susiair.com, with your booking code, name of passenger(s), and routes.
  • Reconfirm to Susi Air Call Center to ensure that your proof of payment has been received by uur staff and your reservation data are correct.
  • Accepted currency payment are Indonesian Rupiah (IDR) only.
  • For Official Susi Air Bank Account details, please contact our Call Center representatives.
  • Susi Air will not responsible for any reservation cancellation caused by failure of providing valid proof of payment or on hold transaction by banking system.

ATM Payment (Indonesia only)

  • Susi Air also provide ticket payment thru ATM (Automated Teller Machine) member of ATM Bersama, Bank Permata ATM, Prima and ALTO network.
  • Make sure to selecting "ATM" for payment method, and check for term and condition agreement.
  • Note your Booking Ref and your 16 digit Payment Code and time limit
  • ATM on Prima network - in Bahasa Indonesia
    1. Masukkan PIN
    2. Pilih "TRANSAKSI LAINNYA"
    3. Pilih "TRANSFER"
    4. Pilih "KE REK BANK LAIN"
    5. Masukkan Kode Bank Permata (013) kemudian tekan "Benar"
    6. Masukkan jumlah pembayaran sesuai dengan yang ditagihkan (Jumlah yang ditransfer harus sama persis, tidak boleh lebih dan tidak boleh kurang).Jumlah yang tidak sesuai dengan tagihan akan menyebabkan transaksi gagal.
    7. Masukkan Nomor Rekening tujuan/ Kode pembayaran. Contoh : 013965123456789012 lalu tekan "BENAR"
      013 adalah kode bank
      965123456789012 adalah contoh kode pembayaran
    8. Muncul layar konfirmasi transfer yang berisi nomor rekening tujuan Bank Permata dan Nama berserta jumlah yang dibayar, jika sudah benar, tekan "BENAR".
    9. Selesai
  • ATM on ATM Bersama or ALTO network - in Bahasa Indonesia
    1. Masukkan PIN
    2. Pilih "TRANSAKSI LAINNYA"
    3. Pilih "TRANSFER"
    4. Pilih "KE REK BANK LAIN"
    5. Masukkan Kode Bank Permata (013) dan Kode Pembayaran. Contoh : 013965123456789012 lalu tekan "BENAR" 013 adalah kode bank
    6. 965123456789012 adalah contoh kode pembayaran
    7. Masukkan jumlah pembayaran sesuai dengan yang ditagihkan (Jumlah yang ditransfer harus sama persis, tidak boleh lebih dan tidak boleh kurang). Jumlah yang tidak sesuai dengan tagihan akan menyebabkan transaksi gagal.
    8. Kosongkan nomor referensi transfer kemudian tekan "BENAR"
    9. Masukkan nomor rekening tujuan. Contoh : 013965123456789012 lalu tekan "BENAR"
    10. Muncul layar konfirmasi transfer yang berisi nomor rekening tujuan Bank Permata dan Nama berserta jumlah yang dibayar, jika sudah benar, tekan "BENAR".
    11. Selesai
  • ATM Bank Permata - in Bahasa Indonesia
    1. Masukkan PIN
    2. Pilih "TRANSAKSI LAINNYA"
    3. Pilih "TRANSAKSI PEMBAYARAN"
    4. Pilih "PEMBAYARAN LAINNYA"
    5. Pilih "VIRTUAL ACCOUNT"
    6. Masukkan Nomor Virtual Account (Kode Pembayaran). Contoh : 013965123456789012
    7. Muncul layar yang berisi Nomor Virtual Account dan Nama, bila benar pilih "BENAR"
    8. Selesai
  • Payment also can be done via internet banking or mobile banking which support online transfer, however, Susi Air encourage you to pay via ATM Machine.
  • There will be a transaction fee for ATM Bersama, PRIMA and ALTO network which refer to ATM provider or Bank policy. No transaction fee billed for Transaction on ATM Permata with Bank Permata card.
  • More information about ATM BERSAMA visit atm bersama network homepage
  • More information about PRIMA network visit prima network homepage
  • More information about ALTO network visit alto network homepage
  • More information about Bank Permata visit bank permata homepage

Via Indomaret POS

  • Visit nearest Indomaret store and ask the cashier for Susi Air ticket payment.

Cash Payment

  • Cash payments can be made in Susi Air counters/representatives at office hours before time limit expired.

Credit Card Payment on www.susiair.com

  • Credit card payment accepted only for reservation made via www.susiair.com.
  • Susi Air ticket payment can be done by Visa credit card or Mastercard which issued by local bank in Indonesia or foreign.
  • Credit card payment are available until maximum 24 hour before flight.
  • Passenger can choose route what they want with maximum reservations up to 2 (two) passenger in 1 (one) booking code.
  • Then, Passenger put the credit card information dan the information of the owner correctly on the page "Passenger And Payment Details".
  • Then continue by pressing the payment process.
  • After the process is complete, there will be a confirmation whether the payment is successful or rejected.
  • You can print the confirmation by pressing the "Print".
  • If the payment has been done, Passenger will then receive a confirmation (e-ticket) contained booking code and payment code from Susi Air Call Center via e-mail.
  • If Passenger does not receive any confirmation subsequent to the payment, please contact Susi Air Call Center at +62 811 211 3080, +62 811 211 3090, or 0 800 1 22 7874 (Indonesia only).
  • The successful payment is still going through the verification process by our team, if not in accordance with the terms and conditions apply, or misuse of credit cards, then the ticket will be canceled without notice.

Passenger can change departure schedule and route by contacting Susi Air Call Center +62 811 211 3080, +62 811 211 3090, or 0 800 1 22 7874 (Indonesia only), but Passenger will be charged for cancellation fee.

General cancellation policy

  • Flight cancellations and flight changes can be done if the reservation has no outstanding balance.
  • Applicable flight changes request maximum 2 times.
  • Please check and reconfirm your reservation details.
  • We re not responsible for any complaint after the full payment has been made.

Cancellation Fee

  • Cancellation made on 72 hour or more prior departure date, cancellation fee is 25% of the ticket basic fare.
  • Cancellation made more than 48 hour but less than 72 hour prior departure date, cancellation fee is 50% of the ticket basic fare.
  • Cancellation made more than 24 hour but less than 48 hour prior departure date, cancellation fee is 60% of the ticket basic fare.
  • Cancellation made more 12 hour but less than 24 hour prior departure date, cancellation fee is 70% of the ticket basic fare.
  • Cancellation made more than 4 hour but less than 12 hour prior departure date, cancellation fee is 80% of the ticket basic fare.
  • Cancellation made less than 4 hour prior departure date, cancellation fee is 90% of the ticket basic fare.
  • Administration fee will be charged in addition to cancellation fee.

Flight Change Fee

  • Flight Change made on 72 hour or more prior departure, a fee of 25% of total ticket fare will be charged.
  • Flight Change made on 48 hour prior departure, a fee of 50% of total ticket fare will be charged.
  • Flight Change made on 24 hour prior departure, a fee of 70% of total ticket fare will be charged.
  • Flight Change made on the day of departure, a fee of 90% of total ticket fare will be charged.

  • Check-in counter will be opened 2 hours before the departure time and will be closed 30 minutes prior departure.
  • Upon check-in at the airport, passenger are required to present the e-ticket and the credit card or photocopy of the credit card used to pay for the booking
  • Failure to comply with this, Susi Air reserves the right to deny boarding and cancel the ticket(s) and contract of carriage
  • If the holder of the credit card does not go with into the flight, the passanger are required to present a letter of indemnity when they are checking in. Click here to download The letter of indemnity
  • Passenger who unable to report (check in) before the time limit specified (check in counter already closed) are considered as "no show", therefore no refund will be given
  • For Scheduled flight, Susi Air will not accomodate passenger who unable to onboard as scheduled (late), and considered as "no show"

An infant is a passenger who has not reached his/her 2nd birthday. As per Susi Air company manual, An infant may be carried in the lap and share a seat with its parents. A maximum of 50% of seats may be occupied by an adult passenger and an infant at the same time (for 9 passenger capacity, maximum 4 infants). Please contact our call center if you are traveling with infant.

Free Checked Baggage allowance for Susi Air is 10 kg. Guests checking in baggage which exceeds free checked baggage allowance will be charged on a per kg basis. Please contact our call center for fee details.

Each guest is allowed one piece of cabin baggage. The cabin baggage shall not exceed 30cm x 15cm x 10cm and does not weigh more than 6 kg. If the hand-carry baggage is overweight or oversize, it will be checked and carried in the cargo hold or refused carriage.

Indonesia also known for its exotic surfing places, and Susi Air accomodate surfers to enjoy the waves. It is possible to carry surfboards together with you with additional fee. We need to remove some of the passenger seat to carry surboard(s), please contact us via info [at] susiair [dot] com prior making reservations. Policies my differ for each route / destination, and options may not available on all routes. More information contact our call center.

Dangerous goods are items or substances that may endanger the safety of the aircraft or guests onboard. Please ensure that you do not pack items specified in this list in your cabin baggage or checked baggage.

Prohibited items:

Corrosives, Gas, Flammable Liquid, Oxidising Material, Organic Peroxides, Toxic Substances, Radioactive, Infectious Substances, Explosives, Misc. (including Dry Ice and Petrol), Flammable Solids, Magnetic Material

The following items are prohibited in your baggage whether it is checked in or not:

Prohibited Firearms and ammunition, Prohibited Explosives, flammable or non-inflammable gas (such as aerosol paints, butane gas, lighter refills), Prohibited Refrigerated gas (such as filled aqualung cylinders, liquid nitrogen), Prohibited Flammable liquids (such as paints, thinners, solvents), Prohibited Flammable solids (such as matches, fire lighters), Prohibited Organic peroxides (such as resins), Prohibited Poisons, Prohibited Infective substances (such as viruses, bacteria), Prohibited Radioactive material (such as radium), Prohibited Corrosive materials (such as acid, alkali, mercury, thermometers), Prohibited Magnetic substances, oxidizing materials (such as bleaches), Prohibited 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

Any other items which are deemed security hazards by local law

Any other items that resemble or have similar functions to the above items

This list is not exhaustive and other items may be included. We reserve the right to confiscate any item deemed as a threat to the safety of our guests.

Apart from items on above list, some airports may have added restrictions. To ensure you comply by the rules always check with the airport before you fly.

Reservation Rules

Susi Air Online Booking facility is only applicable for Indonesia domestic flight with the provision that the point of origin and destination should be on a point to point basis.

You may make reservations for up to 2 passengers (Booking Party).

Advance reservations can be made a minimum of 1 days and a maximum of 90 days prior to departure.

Electronic ticket will be issued only after payment through your credit card is subsequently approved by which itinerary receipt containing ticket number will be sent to your e-mail address in your login profile. Therefore, it is mandatory that, after making reservation, you must always check your ticket status in the itinerary receipt.

Cancellation Notice must be reported 24 hours at the latest before departure time; an administration and cancellation fee may apply.

Susi Air Online Booking currenly accept Visa and Master Credit Card

All foreign currency credit card transaction made will be converted to Indonesian Rupiah (IDR).

Credit card payment available until maximum 24 hour before flight.

For ATM payment, accepted currency are Indonesian Rupiah only and limited to ATM machines member of ALTO, ATM Bersama and Prima network.

Other payment method (bank transfer and or cash payment and or indomaret p.o.s) please contact Susi Air Call Center for details.

Ticket purchased on Susi Air Online Booking can be refunded.

Refund can be made by contacting any Susi Air Ticketing Office.

The refund would always be made to the account of the credit card which was used in payment transaction for the ticket.

Refund will be issued to your original method of payment (except cash) and the funds should be available maximum 30 business days after refund request verified and accepted.

Transaction fees (if any) are charged to the customer, deducted from the refund.

No cash refund would be made under any circumstances.

Electronic ticket can be purchased on Susi Air Online Booking and payment will be done through credit card. Credit card holder not necessarily travel in all flight segments made. Successful booking enable you to download electronic ticket receipt and/or receive electronic ticket receipt on your mail account as stated in your login process. You should print this tickets and use for check in process in the airport. The print out of the "Electronic Ticket Receipt" is for reference purpose only. Valid ticket status is shown in Susi Air reservation system. Electronic ticket will be issued only after payment through credit card is subsequently approved by which the itinerary receipt containing ticket number will be sent to your e-mail address. Should you require any changes please contact Susi Air Ticketing Office.

If Credit Card Holder (CH) did not involved in flight but purchase ticket someone else. The Passenger must bring agreement statement from CH that inform they agree with it. And if passenger are not able to complete these requirements, then Susi Air has the right to refuse or cancel the passenger ticket

To enter the airport and for check-in, you must present the original print out of the Electronic Ticket Receipt and valid credit card which is used for the purchases of the Ticket through Susi Air Online Booking facility along with a valid photo identification (Official Government issued photo identification / driving license/ Passport).