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Flight Delays, Cancellations, and Baggage Problems

If a problem arises at the airport, first ask the operating carrier’s staff why the flight is delayed and what rebooking or refund options are available. Under Indonesia’s rules for scheduled domestic airlines, delays over 4 hours qualify for compensation of Rp 300,000 per passenger, but do not assume the same rules apply to international flights or foreign airlines. Report delayed or damaged baggage at the airport right away, and keep your baggage tag and receipts.

At a Glance

What should I do first if my flight is delayed?

First, ask the operating carrier’s staff why the flight is delayed and its expected duration, then ask about rebooking or refund options. Check your booking for updates from the operating carrier, whether you are flying out from or returning to your home country.

Indonesia’s scheduled domestic airline delay rules under PM 89/2015 cannot be assumed to apply in the same way to international flights or foreign airlines. Under these rules, the delay is measured as the difference between the scheduled and actual times. For departures, the actual time is when the aircraft leaves its parking stand; for arrivals, it is when the aircraft reaches its parking stand at the destination.

  1. Check the reason and duration of the delay

    Ask the airline for a confirmation stating the actual delay duration and reason. Keep notifications, your boarding pass, and booking details.

  2. Ask about support under the rules

    For scheduled domestic flights covered by PM 89/2015, delays over 61 to 120 minutes qualify for a drink and snack box; delays over 121 to 180 minutes qualify for a drink, snack, and full meal. For delays over 121 to 180 minutes, you can request transfer to the next flight or a flight operated by another scheduled airline.

  3. Check compensation for delays over 4 hours

    If the rules apply, cash compensation for a delay over 4 hours is Rp 300,000 per passenger and must be paid within 3×24 hours at the latest.

If my flight is canceled, how can I get a refund or replacement flight?

Ask the airline why the flight was canceled and what rebooking or refund options are available. Save the notification and booking details. PM 89/2015 provides for a full ticket refund if cancellation is notified less than 7 days before the scheduled departure date. Cash refunds are due at the time of cancellation; non-cash payments must be refunded within 30 days at the latest.

Under the applicable rules, reassignment to a replacement flight must not involve an additional charge. If you are moved to a lower class, the fare difference must be refunded.

  1. Contact the operating carrier

    Ask why the flight was canceled and whether rebooking or a refund is available. Keep the response and any notices.

  2. Check when you were notified about the refund

    If you were notified of the cancellation less than 7 days before the scheduled departure date, ask the airline about the full-refund rule and refund method.

  3. Check the replacement flight terms

    Confirm whether the reassigned flight has an additional charge and whether you will receive a refund for any downgrade in class.

How do I report baggage that has not arrived?

If you cannot find your bag at the baggage carousel, report it at the airline’s baggage desk before leaving the airport. Korean Air advises passengers to report the issue to the last airline they flew with and have their baggage tag ready. The report must be filed within 21 days of the delay.

Asiana Airlines also advises reporting delayed baggage within 21 days and having the baggage tag ready. For checked baggage on Garuda Indonesia international flights, notice must be given within 21 days of delivery.

  1. File a report at the arrival airport right away

    Report the delayed baggage at the baggage desk of the last airline you flew with, and get a record of your claim.

  2. Have your baggage tag and travel details ready

    Show the baggage tag required for the report and provide your passenger and flight details as requested by the airline.

  3. Report it within the time limit

    Korean Air and Asiana Airlines guidance, along with Garuda Indonesia’s international conditions of carriage, set a 21-day deadline for reporting delayed baggage.

How soon should I report damaged baggage?

If you discover damage to your bag, photograph the affected areas and report it at the airline’s baggage desk. Garuda Indonesia advises reporting it to Lost & Found and obtaining a PIR (Property Irregularity Report) before leaving the arrival hall.

Asiana Airlines advises reporting baggage damage or partial loss within 7 days of receipt. Garuda Indonesia’s conditions of carriage also set a 7-day deadline for reporting damage to international checked baggage.

  1. Record the damage at the airport

    Report it before leaving the arrival hall and get a PIR or a record of your report from the airline.

  2. Prepare photos and details

    Photograph and describe the damage, and have the passenger name, flight number, date, and baggage tag ready.

  3. Meet the reporting deadline

    Asiana Airlines and Garuda Indonesia guidance says damage must be reported within 7 days of receipt.

What documents do I need for a travel insurance claim?

Required documents vary by insurer, so check your policy’s instructions. Chubb Korea’s list of commonly required documents includes a claim form, a copy of your passport, a travel itinerary, and a copy of the claimant’s ID.

For a claim for delay-related expenses, the listed documents include an airline delay confirmation and receipts for meals, accommodation, transport, or emergency clothing and essentials. Also keep your itinerary, boarding pass, baggage PIR, and baggage delivery confirmation.

  1. Get confirmation from the airline

    Ask the airline to state the actual delay duration and the reason in its delay or cancellation confirmation.

  2. Keep receipts for expenses

    Save receipts for meals, accommodation, transport, and emergency clothing or essentials.

  3. Keep travel and baggage records

    Keep your travel itinerary, boarding pass, PIR, baggage delivery confirmation, and photos together.

Where can I contact someone if I cannot resolve the issue with the airline?

For an air transport service complaint that you have not been able to resolve with the airline, contact the Indonesian Ministry of Transportation’s Directorate General of Civil Aviation. Its official FAQ lists telephone 151, WhatsApp 0811 2011 151, email [email protected], and SP4N-LAPOR!

What to Do in Each Situation

  1. Delay

    Ask the operating carrier’s staff why the flight is delayed and how long it will take. Request rebooking or refund options and a delay confirmation.

  2. Cancellation

    Check when you were notified and the terms for a replacement flight or refund. Keep notifications and booking details.

  3. Baggage not delivered

    Before leaving the airport, report it to the last airline you flew with and show your baggage tag.

  4. Damaged bag

    Tell the airline before leaving the arrival hall, and get photos of the damage and a PIR or claim record.

Before You Depart Checklist

FAQ

How much compensation can I get if an Indonesian domestic flight is delayed by more than 4 hours?

For scheduled domestic flights covered by PM 89/2015, the rules provide cash compensation of Rp 300,000 per passenger. Do not assume the same rules apply to international flights or foreign airlines.

Can I get a full refund if my flight is canceled?

PM 89/2015 provides for a full refund if cancellation is notified less than 7 days before the scheduled departure date. Check with the airline whether these rules apply to your flight.

How long do I have to report delayed baggage?

Korean Air, Asiana Airlines, and Garuda Indonesia’s international conditions of carriage specify a 21-day deadline for reporting delayed baggage. It is best to file a report at the airport right away.

How many days do I have to report damaged baggage?

Asiana Airlines and Garuda Indonesia guidance sets a 7-day deadline for reporting damage, starting from the date you receive the bag. Take photos and file a report at the airport as soon as you discover the damage.

What basic documents do I need for a travel insurance claim?

Chubb Korea lists a claim form, a copy of your passport, a travel itinerary, and a copy of the claimant’s ID as commonly required documents. For a claim for delay-related expenses, also prepare the airline confirmation and relevant receipts.

Official sources & check dates

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Site updated: 2026-11-01