When to Contact Agen Traveloka?

Contact a Traveloka agent when you face issues that self-service options cannot resolve, such as e-tickets not received within 60 minutes, booking errors requiring immediate correction, refund requests that need documentation, or discrepancies between your booking confirmation and actual reservation details. Agents are available 24/7 through multiple channels including phone (+62 21 30122077 or 0804-1500-308), email (cs@traveloka.com), and in-app chat.

E-Ticket Issuance Problems

Your e-ticket should arrive within 60 minutes after payment confirmation. When it doesn’t, this represents one of the most time-sensitive situations requiring agent contact.

Missing e-tickets often stem from payment verification issues. If you entered an incorrect OTP for credit card payments or transferred to the wrong account number, the system won’t process your booking properly. Upload your payment proof through the My Booking section and contact an agent immediately, especially if your departure is within 24-48 hours.

Flight system errors can also delay ticket issuance. Some users report that tickets purchased through promotional codes or during high-traffic periods experience processing delays. When you’ve completed payment correctly but received no confirmation email, don’t wait beyond the 60-minute window—call the agent hotline directly rather than relying solely on email or chat, which can take hours to respond.

Wrong flight details on issued tickets demand immediate agent intervention. Cases have occurred where the booking confirmation shows one flight number or date, but the e-ticket displays different information. This happens when airlines change schedules but Traveloka’s system doesn’t update automatically. Since you can’t board with incorrect ticket information, reaching an agent before airport check-in becomes critical.

Refund and Cancellation Situations

Refund requests almost always require agent assistance, particularly when dealing with partial refunds, disputed charges, or time-sensitive cancellations.

Standard refunds can be initiated through the app, but complications arise frequently. When your refund request shows as “pending” for more than 48 hours without status updates, or when the estimated refund amount seems incorrect based on the cancellation policy, agents can escalate your case directly with airlines or hotels. Self-service tools show estimates, but agents access real-time data from service providers.

Non-refundable bookings with extenuating circumstances need agent evaluation. While the app may display “not refundable,” agents can sometimes negotiate exceptions for medical emergencies, natural disasters, or airline-initiated changes. They require supporting documentation—medical certificates, government advisories, or airline notifications—which you cannot upload through standard self-service channels.

Refunds taking longer than 14 working days (or 30 days for certain countries) warrant agent follow-up. Some users report waiting months for refunds that should have processed within weeks. Agents can track whether the refund is stuck with the airline, payment processor, or Traveloka’s own system, then push the appropriate party to complete the transaction.

Booking Modifications That Need Manual Processing

Certain booking changes exceed self-service capabilities and require agent authorization.

Name corrections present a common scenario. While minor spelling errors might be fixable through the app, full name changes (such as wrong passenger entirely) or legal name format issues (first name in last name field) need agents to coordinate directly with airlines. Each airline has different policies, and agents know which changes are possible without rebooking entirely.

Schedule changes affect multiple interconnected bookings. If you booked a package with flights, hotels, and airport transfers, changing your flight departure time through self-service might not automatically adjust your hotel check-in or transfer pickup. Agents can modify all components simultaneously to ensure your itinerary remains coherent.

Group bookings beyond 4-5 passengers often hit system limitations. The app may not allow you to modify or cancel just some travelers from a larger group booking. Agents access backend systems that can split bookings or apply different policies to individual passengers within the group.

Payment and Charge Discrepancies

Contact agents immediately when you spot unexpected charges or payment processing errors.

Double charges happen when payment confirmations are delayed. You might click “pay” multiple times assuming the first attempt failed, resulting in duplicate transactions for the same booking. While both charges may appear on your bank statement, typically only one booking gets created. Agents can verify which transaction is valid and initiate refund for the duplicate.

Price differences between booking confirmation and final charge require investigation. Some users report seeing one price when selecting flights but getting charged a higher amount at checkout. This can occur with dynamic pricing during high-demand periods, but if the price jumped significantly within seconds without any selections changing, agents need to review whether a system error occurred.

Hidden fees not disclosed during booking also warrant agent contact. If your receipt shows charges that weren’t mentioned in the booking breakdown—unexpected “service fees” or “processing charges”—agents can explain these fees and, if they’re erroneous, process appropriate refunds.

Technical Issues and App Errors

When technical glitches prevent you from completing transactions or accessing your bookings, agents can process actions manually.

App crashes during payment submission create uncertainty about whether your booking was confirmed. You might see a loading screen followed by an error message, leaving you unsure if payment went through. Check your bank statement first—if money was deducted, contact agents with your transaction reference number. They can locate partial bookings in the system and complete issuance.

Login problems blocking access to active bookings need agent support. If you’re locked out of your account due to forgotten passwords or security issues, and you have an upcoming trip within 72 hours, agents can verify your identity through alternative means and resend booking confirmations to a different email address.

Website functionality problems during time-limited promotions justify agent contact. When a discount code won’t apply despite meeting all stated conditions, or when a flash sale shows availability but won’t let you proceed to payment, agents can manually apply promotions or place bookings on your behalf.

Urgent Travel Disruptions

Time-sensitive problems arising shortly before or during travel require immediate agent response.

Flight cancellations or major schedule changes initiated by airlines need rapid rebooking. While airlines will notify passengers, Traveloka agents can help you find alternative flights faster than waiting for airline customer service, especially during mass disruptions affecting multiple passengers. Agents see availability across multiple airlines and can rebook you on partner carriers when your original airline has limited options.

Airport check-in problems discovered at the gate demand real-time support. If airline staff say your reservation doesn’t exist, your ticket is invalid, or you’re not on the passenger manifest despite having a valid e-ticket, call Traveloka’s emergency line immediately. Agents can pull up airline booking references and coordinate with airport staff to verify your reservation.

Hotel reservations not honored at check-in require agent mediation. When you arrive at a hotel to find they have no record of your booking, or they claim to be fully booked despite your confirmation, agents contact the hotel management directly to resolve the situation. In cases where the hotel genuinely cannot accommodate you, agents arrange alternative accommodation at comparable properties.

Add-Ons and Special Requests

Services beyond basic booking often require agent assistance to implement correctly.

Baggage allowance modifications made after initial booking typically need agent processing. While some airlines let you add luggage through their own systems, doing so through Traveloka maintains your package pricing and prevents potential coordination issues. Agents ensure the added baggage appears on your airline record properly.

Special assistance requests—wheelchair service, traveling with pets, dietary requirements—should go through agents when booking or shortly after. While you can note these in booking forms, agents confirm these requests reached the service provider and appear in their system.

Meal preferences and seat selections that didn’t save correctly during booking need agent follow-up. If you selected specific seats or pre-ordered meals but your confirmation doesn’t reflect these choices, agents can verify whether the selections went through to the airline and resubmit them if necessary.

Documentation and Verification Issues

Certain verification processes require agent involvement to complete.

Credit card verification for fraud prevention sometimes blocks bookings from being issued. If Traveloka’s system flags your transaction for additional verification, you’ll need to submit documentation—photos of your credit card, ID, or authorization forms—which agents review manually. Email responses can take 24 hours; calling agents expedites this when your departure is imminent.

Booking confirmation letters for visa applications require specific formats that self-service options don’t provide. Standard e-tickets may lack details embassies require. Agents can generate customized confirmation letters with complete itinerary details, payment proof, and contact information in formats acceptable to visa authorities.

Corporate billing and tax invoices with company details need agent assistance to issue properly. While personal bookings generate automatic receipts, corporate travelers often need invoices with specific company information, tax numbers, and itemized breakdowns that require manual preparation.

Frequently Asked Questions

Can I resolve most issues through the Traveloka app without contacting an agent?

Simple tasks like viewing bookings, downloading e-tickets, and initiating standard refunds work well through self-service. However, anything requiring human judgment, inter-system coordination, or access to provider backend systems needs agent assistance. The app handles routine transactions but struggles with exceptions and edge cases.

How long does it typically take to get a response from Traveloka agents?

Phone lines average 3-5 minute wait times, with Sundays being the quickest and Saturdays the longest. Email responses typically take 1-24 hours depending on inquiry complexity. In-app chat varies significantly—some users report responses within minutes, while others experience hour-long delays or get disconnected after 15 minutes of inactivity.

What information should I have ready when contacting an agent?

Have your booking ID or order number, the email address used during booking, phone number, and payment confirmation ready. For specific issues, gather relevant documentation: bank statements for payment disputes, screenshots for app errors, airline notifications for schedule changes, or medical certificates for refund requests. Agents can identify you through your phone number or booking ID, but having all information speeds up resolution.

Are Traveloka agents available in my language?

Traveloka provides customer service in local languages across its operating regions—Bahasa Indonesia, Thai, Vietnamese, Malay, Tagalog, and English. Agent language capabilities vary by region and time of day. If you reach an agent who doesn’t speak your preferred language well, you can request a transfer to someone with better language proficiency.

When Self-Service Is Sufficient

Not every question requires agent contact. Checking booking status, viewing e-tickets already issued, reviewing refund eligibility before submitting, and reading cancellation policies work perfectly through the Help Center or app. Start with self-service for information gathering, then escalate to agents when you need actions taken that the automated system cannot perform.

For proactive travelers, reviewing your booking confirmation thoroughly within 24 hours of purchase helps catch errors when changes are easiest to make. Waiting until the day before travel to notice problems significantly limits available solutions and puts more pressure on agent response times.