Or you can register by using your Facebook account for faster login.
The password recovery process can be done by selecting the Forgot Password feature available on the NusaTrip website or mobile site. You will be asked to enter the registered email. Please check your email for password recovery steps.
In order to provide you with the security of online transactions, NusaTrip supports 3D secure features: "MasterCard SecureCode", "Verified by VISA", "JCB J/Secure" & "American Express SafeKey". If the bank that issued your card supports this feature and your card has been activated, you will see a message stating that we will direct you to the bank page for the verification process (Depending on the bank) before being sent back to the NusaTrip checkout confirmation page.
The order status will be updated on the "My Bookings" menu on the Application or Desktop for NusaTrip members, and in the email sent automatically by NusaTrip.
You can send an account removal request by email to customersupport@nusatrip.com, the confirmation email will be sent to you once the process has been done.
A Booking Code is a unique code issued related to an order and used to differentiate each reservation. In general, this code consists of six characters (Alphabet/number), and with this code, you can find out all the data in a reservation. The booking code can be found in the E-Ticket/Voucher sent to you, to check your booking on NusaTrip, please inform your NusaTrip booking code to our Customer Support.
Booking code issued by NusaTrip's system to access all the booking details.
Booking code issued by the airline. The booking code is used to access travel details, check-in or to check the ticket details on the airline's system.
Booking code issued by the hotel for a room reservation. It is used to access booking information such as the guest's name, arrival date, duration of stay, and the room reserved.
Some airlines may allow name correction, whereas name change will be treated as a new customer wishing to make a new reservation. Airlines frequently penalize name correction and changes after a ticket has been issued/purchased, with a maximum of three characters. Sample: THOMPSON to THOMSON may be allowed; while ROBERT to BOB is not allowed. Some supporting documents to accommodate the request may be required, such as passport copy and/or ID card. Please contact our Customer Support for further assistance.
Yes, please contact our Customer Support for further assistance. Some supporting documents, such as a passport copy and/or ID card may be required to support the request.
Payment can be made by Online Banking Solution, Bank Transfer and ATM, Credit Card. For more information please visit the Payment Methods page.
If your payment is successful, we will send a notification of your payment status via email. Please check your email regularly. If you still could not find the notification, there is a possibility that the email sent by NusaTrip received in the junk or spam folder. You can also reach our Customer Support for further assistance.
Cancellation of payments may possible with the applicable terms and conditions. Some bookings may not be cancelled. Please contact our Customer Support for further assistance.
Yes, you can change the payment method by:
Visit the NusaTrip's website
Click the "My Bookings" menu
Enter the booking code and email address used when placing the order, then click "Retrieve"
Go to the "Waiting Payment" page, then Change Payment Method
Select the desired payment method
Click "Pay Now"
If for some reason your booked flight has been canceled, as a courtesy, NusaTrip's Customer Support will make every attempt to notify you of the cancelation via email or phone, prior to departure. Normally, the airline will offer/provide service recovery options (Reschedule/Refund) for the affected flight.
In cases of flight involuntary changes and/or cancellation by the airlines, the customer shall be allowed to reschedule their flight on the same day or the day after at no cost - or - the customer may request a written note of approval for a full refund from the airlines. Please keep in mind that some airlines may still charge for the price difference as well as additional taxes if the customer does not take the recommended flight. When this happens at the very last minute (within 1 x 24 hours or during weekends); it is best and faster for the customer to seek assistance from the airline's staff directly at the airport. For your info, it is common that 6 (six) hours prior to the departure, all PNR control is taken over by the airlines' airport office, so no changes or modifications can be done through our system. You can also contact our Customer Support, in the event you need further information.
You can submit a refund request if your flight is affected by the cancellations from the airline. For the application process, you can contact our Customer Support for further assistance.
The policy regarding the deadline to apply for a refund may vary for each airline. We highly recommend you submit the refund request prior to the departure time to avoid rejection.
You are entitled to request an alternative flight that matches your preference with the same route subject to seat/flight availability. Some airlines may still charge for the price difference as well as additional taxes if the customer does not take the recommended flight. Please contact our Customer Support for further assistance.
You may receive a refund for the affected flight depending on the regulation of each airline. Please contact our Customer Support for further assistance.
In the event that the passenger has taken an action/modify the booking directly to the airline, NusaTrip will not be able to access/view/modify the booking, as the booking is already under the control of the airline. Please contact the airlines directly for further information.
In the circumstance that the passenger no-show on the designated schedule, including missing the flight, then the ticket will be forfeited as the consequence. Despite there is the possibility that the ticket to be reused, there will be a fee applied by the airline, on which the amount will be advised further.
In order to reschedule your flight/hotel, please contact our Customer Support for further information and assistance. There is a possibility that some bookings could not be amended. Our team will check the applicable regulations.
There will be an amendment fee applied by the airlines/hotels for the rescheduled request and it may vary for each airline/hotel. Depending on the airlines/hotel"s policy, some bookings may not be amended. In some cases, though, you will need to contact the airline/hotel directly for a rescheduling request. For further information, please contact our Customer Support.
E-Ticket/Voucher will be sent to the email address listed on the booking once the rescheduling process has been completed.
If you need to cancel your flight booking, please contact NusaTrip Customer Support. Depending on the cancelation policy stated in the e-ticket/hotel voucher, a cancelation fee may be applied. Cancellations are subject to the rules of the ticket fare/hotel that you purchased. We will first review the policy, as some tickets are non-refundable in case of cancellation.
The normal refund process for airlines and/or hotels can take up to 3 (three) months. After receiving funds from each airline and/or hotel, NusaTrip will pay off the refund payment to the customer within 30 (thirty) days.
Please read closely the "Cancelation Policy" at the bottom of the itinerary to see the terms and conditions for refunds and cancelation charges. Refunds will be processed according to the airline/hotel policy on which the payment method, procedure, and timeline is based on each airline/hotel procedure and regulations. For more information please call our Customer Support.
The normal refund process for airlines and/or hotels can take up to 3 (three) months. Please contact our Customer Support to check the status of your refund or if it exceeds the specified time limit.
After the cancellation process and request for a refund have been completed, you will receive a notification email of cancellation from us. Please check your inbox and spam/junk folders.
You can make adjustments to the language you want to use on the NusaTrip website/application by following these steps:
Website
Select the country flag icon in the top right corner
You can customize the language to be used based on your preferences
Apps
Select the menu, if you are not logged in, you can first log in to your account
Select Settings
In the language column, customize the language to be used based on your preferences
To change the password, please follow these steps:
Log in to your account through the NusaTrip website.
Click "Log in".
Click "Forgot Password".
Please provide your email to reset your password, then click "Send".
Before traveling, make sure your passport meets the minimum validity period of the passport, where the passport should have a validity period of more than 6 (six) months from the date of return. Most countries will not permit the traveler to enter their country unless the passport validity period is not less/more than 6 (six) months from the date of return.
Yes, passenger data should be identic to the personal data on the valid Identity Card (KTP) for domestic flights / Passport for the international flights.
The flight routes available on NusaTrip Website/Application is based on the availability of each airline. If the selected flight route is not available, this can happen because there are no airlines operating on the selected route. Alternatively, you can perform a flight search based on the closest route to the destination airport.
Basically, there is an age category for airline ticket booking as follows:
Age under 2 years is categorized as an infant.
Age 2 - 11 years is categorized as a child.
Age over 12 years is categorized as an adult.
The maximum number of passengers that can be included in one booking is 7 (seven) passengers and must consist of at least one adult passenger.
If you make a double booking, referring to the of the airline/vendor policies, there is a possibility that one of the bookings can be cancelled and there is a possibility that one of the bookings cannot be cancelled. For further confirmation, you can immediately contact our Customer Support for further assistance.
For NusaTrip members, a copy of the E-Ticket can be found in the "My Bookings" menu available on the website, mobile site, or application. E-Tickets can also be downloaded manually via the website or mobile site by following these steps:
Open the "My Bookings" menu
In the "Retrieve Booking" column, please enter the booking code and email used when booking, then click retrieve
On the next page, you can find the E-Ticket at the top right of the web page
Enjoy the convenience of booking arrangements when you are a NusaTrip member.
Some of the reasons your ticket has not been received after making payment:
The value of your payment does not match the bill
Your payment is made after the payment deadline expires
Disruption of the bank system that causes the process of issuing e-tickets to be hampered. If your e-ticket has not yet been issued, please contact our Customer Support
If your payment amount is correct and the payment is made before the payment time runs out, your e-ticket will be sent to your email immediately.
Prices listed include airport tax and fuel surcharge. Some airlines may provide free baggage allowance. You are advised to check the baggage information on the selected flight before you proceed with your booking. If the baggage is included, there will be a baggage icon displayed on the flight details.
Ticket prices are subject to change according to availability on the airline
Conditions and the prices of tickets for children and infants may vary depending on the policies of each airline. You are advised to contact the airline directly for further information.
Regulations regarding pregnant passengers may vary for each airline. But in general, the pregnancy age allowed for air travel is under 8 months. You need to include a doctor"s excuse letter stating your gestational age and that you are fit to fly. We recommend you contact the airline directly to obtain information regarding flight regulations for pregnant passengers.
The maximum number of rooms that can be booked in one booking is 9 rooms
In general, the order status will be updated in the "My Bookings" menu available on the Application or Desktop for those who are already NusaTrip members, and in the emails sent automatically by NusaTrip
Policies for each hotel may vary, if your request can be fulfilled, there will be an additional charge collected by the hotel. You can contact our Customer Support for further information
The booking may sometimes fail for various reasons. It can be caused by the selected room type is not available or the price has been updated. If you receive a notification that the order was unsuccessful, you can reach our Customer Support for further information
Our system will automatically display information regarding the room availability on the selected hotel and date when you perform a search.
All the facilities that listed under the room type, and also the tax is included in the room price. The information regarding the facilities and also the hotel policy could be found under "Room Details".
The availability of an extra bed/baby cot depends on the hotel/property booked. Additional fees for children, or extra beds, are not included in the room price unless it is specified in the "room details". For further information, we recommend you contact the hotel/property directly.
For NusaTrip members, a copy of the E-Voucher/Invoice can be found in the "My Bookings" menu available on the website, mobile site, or application. E-Voucher/Invoice can also be downloaded manually via the website or mobile site by following these steps:
Open the "My Bookings" menu
In the "Retrieve Booking" column, please enter the booking code and email used when booking, then click retrieve
On the next page, you can find the E-Voucher at the top right and Invoice at the bottom right of the web page
Enjoy the convenience of booking arrangements when you are a NusaTrip member.
Some of the reasons your ticket has not been received after making payment:
The value of your payment does not match the bill
Payments are made after the specified time limit
Constraints in the bank system so that the process of issuing E-Voucher is hampered. If your E-Voucher has not yet been issued, you can contact our Customer Support for further assistance.
Basically, if payment has been received, the E-Voucher will be automatically sent to the email address put on the reservation.
Depending on the room type booked, please consult the general terms and conditions of the reserved room type to check if the rate includes breakfast or not. This information is available in the "Room Details" when you reserve.
Information regarding room or hotel facilities can be found in the "Room Details" available when you make an order.
Depending on the hotel you booked, most hotels do not provide airport transfers. They will charge a separate fee and make arrangements for an airport pick-up (the driver will meet you at the arrival area) also hotel drops off should you request it.
You can send a special request to the hotel when making a reservation by using the "Special Request" feature available in the "Reservation Summary." Please note that all special requests will be subject to the availability/policy of the hotel and are not guaranteed by NusaTrip
Yes, you can book 2 different room types in 1 booking. Please select the desired room type in the first option and a different room type in the next room option.
In general, the usual check-in time in hotels is from 2:00 pm local time on the day of arrival and a check-out at 12:00 noon on the departure day. This is just a standardized time. This policy may vary depending on the policy of each hotel. Certain hotels will also allow early check-in and a late check-out possibly at an additional charge.
The policies for each hotel may vary, we recommend you contact the hotel directly for further information.
For Domestic Flights, you must present your valid Identity Card (KTP) and e-ticket for the check-in and get your boarding pass while at the airport.
For International Flights, you must present your valid passport, your e-ticket, and other supporting documents for the check-in and get your boarding pass while at the airport.
The online check-in can be performed by visiting the airline's website according to your booking. You have to enter the "Airline Booking Code" that can be seen in your ticket to initiate the check-in. You might also be required to enter advance passenger information.
We recommend that you check-in at the airline's counter no later than two (2) hours prior to the departure time. Some airlines may offer online check-in facilities for free or check-in at the airport with a fee. Please check the check-in policies with the airline or you can reach our Customer Support for further assistance.
If you miss your flight, present your boarding pass, ticket, or reservation confirmation to the airline staff at the airport for further assistance. Some airlines may require you to purchase a new ticket.
Each airline may have different policies on free baggage allowance, depending on the booking class and the flight destination. Some airlines provide free baggage allowance to the passengers and it is included in the ticket price. However, some airlines do not provide this facility, and passengers who will be traveling with baggage are required to purchase the baggage before departure.
In general, passengers are still allowed to carry one cabin baggage and a laptop bag or handbag with the dimensions/sizes adjusted to the type of aircraft used and a maximum weight of 7 KG.
Policies regarding free baggage allowance may vary for each airline, depending on the flight route, as well as the class of ticket booked. For most destinations, your free baggage allowance is determined by the weight concept. Complete information regarding baggage policies can be found on your E-Ticket or in the search results when you make a booking.
The terms and conditions of the prepaid baggage for each airline may vary, you can contact our Customer Support for further assistance.
Depending on the airline used, the baggage normally can be purchased when you make a booking on NusaTrip. If the baggage purchase can be made, the "Add/Change" option will appear on the "Review Checkout" page. If the option does not appear, you can contact our Customer Support for further assistance.
The baggage fees for each airline may vary. The prices are based on the quantity to be purchased and the flight route. You can contact our Customer Support for baggage purchases made after the booking is confirmed.
Refund for unused prepaid baggage is not allowed unless it is refunded along with the ticket or due to some of the circumstances (Flight cancelation, Flight schedule change, Misconnection, Force majeure, etc.)
The passenger may bring 1 pcs of cabin baggage shall not exceed the weight of 7 KG and 1 pcs of free carry-on items (Laptop bag, handbag, small camera and/or pair of binoculars) into the aircraft cabin. These items shall be under the passenger"s own supervision and responsibility.
We will send confirmation of adding your baggage along with your e-ticket via email. If you don't find the confirmation, there is a possibility that the email sent by NusaTrip is received in the junk or spam folder. You can also contact our Customer Support team for further checking.
Some airlines let you take on sports equipment as part of your free baggage allowance, however, it is important to note that each airlines will have varying policies when it comes to handling special equipment. For further information, we recommend you contact the related airlines directly.
Yes, for the safety and comfort of your trip we provide a travel insurance service that can be purchased when you book a flight ticket or hotel.
The travel insurance is non-refundable and cannot be canceled.
Some of the benefits that you can receive from travel insurance such as trip cancellation protection, baggage delay and loss, flight delays, etc. More detailed information can be found in the travel insurance description when you place an order.
The travel insurance can only be purchased before your booking is confirmed.
The travel insurance claim process can be done by contacting the travel insurance provider directly. The contact information can be found in the insurance certificate that is sent via email.
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