Terms & Conditions

TERMS & CONDITIONS OF DEPARTURE

  • Children aged 4 years will be charged the full fare.
  • Passengers who have reserved a seat and have not yet made payment must come to the Cititrans counter no later than 30 minutes prior to departure to make payment and check-in.
  • Passengers who already have a ticket must be at the pool at least 30 minutes before the scheduled departure time to check in. The shuttle will depart according to the departure schedule.
  • Passengers who have purchased a ticket and arrive late (not at the pool at the departure time) will have their ticket forfeited and the funds will not be refunded.
  • If the departure is canceled due to technical issues, the cost will be refunded 100% (via transfer within 14 working days from the date of the request).
  • If technical issues occur during the journey such as the unit breaking down (passengers waiting for more than 60 minutes), AC not functioning during the journey for more than 60 minutes, passengers will receive a compensation voucher that can be used for the next trip.
  • It is prohibited to bring luggage that may disturb the comfort of other passengers (strong-smelling items, pets).
  • Cititrans pool and shuttle units are public spaces; be careful with your belongings. Cititrans is not responsible for lost or left behind items either at our pool locations or in the vehicle.

BAGGAGE INFORMATION

  • Each passenger is allowed to bring a maximum of two pieces of luggage, consisting of:
    • One handbag/carry-on bag, which must be stored under the passenger's seat.
    • One checked baggage (cabin suitcase) with a maximum dimension of 55 cm x 40 cm x 25 cm for Executive and Regular services.
    • One checked baggage (large suitcase) with a maximum dimension of 80 cm x 55 cm x 37 cm for JAC & Busline services.
  • Checked baggage will be stored in the vehicle's luggage compartment on a first-come, first-served basis. If the luggage compartment is full, the baggage will be transported on the next available departure.
  • If a passenger's luggage exceeds the specified limit, the excess baggage will be counted as cargo and will be subject to additional charges according to applicable regulations.
  • Specifically for Executive and Regular services, if a passenger brings checked baggage exceeding the limit stated in point 1. An extra charge will be applied for the excess baggage.

COMPULSORY PASSENGER ACCIDENT COVERAGE

Cititrans declares that all forms of compensation for victims or their legal heirs due to accidents occurring while onboard public land transportation shall be in accordance with the provisions stipulated in the Regulation of the Minister of Finance of the Republic of Indonesia No. 15/PMK/010/2017. These provisions apply and are implemented in all Cititrans services.

  • The compensation amounts for traffic accident victims are as follows:
    • Compensation for death: Rp 50.000.000,-
    • Compensation for permanent disability (maximum): Rp 50.000.000,-
    • Compensation for medical treatment (maximum): Rp 20.000.000,-
    • Compensation for burial costs if the victim has no legal heirs: Rp 4.000.000,-
    • Additional benefit – first aid reimbursement: Rp 1.000.000,-
    • Additional benefit – ambulance cost reimbursement: Rp 500.000,-
  • Please ensure that you should wear your seatbelt during the journey.

LOST / DAMAGED TO PERSONAL BAGGAGE

  • If the personal belongings you carry during your journey suffer any loss or damage, Cititrans shall be responsible for either:
    • Providing compensation for your damaged personal baggage, up to a maximum of 10 times the ticket price purchased by the passenger; or
    • Reimbursing the repair costs for each damaged personal baggage item, up to a maximum of 5 times the ticket price purchased by the passenger.
    • For loss or damage claims, passengers are required to provide proof of ownership, a purchase receipt, or a repair receipt.

HOW TO RESCHEDULE

  • Reschedule or Reroute is available up to 3 Hours prior to departure.
  • Ticket can only be Rescheduled or Reroute once.
  • Customer can Reschedule to any route and date/time available before or after the initial departure date.
  • Reschedule or Reroute can be done via Mobile Apps, Website, Counter Cititrans & Call Center.

HOW TO REFUND

  • Refund request that have been submitted can not be canceled for any reason.
  • Refund is available up to 24 hours prior to departure time.
  • Administration fee of IDR 20.000/transaction will be charged.
  • Refund Request is ONLY available via Mobile Apps and Website.
  • Refund will be automatically credited to your credit card (purchases via credit card) or to your GoPay/ bank account (purchases via other payment methods).

CITIPOINTS - TERMS & CONDITIONS

General Provisions

  • To participate in the CitiPoints program, the user must maintain a verified account accessible via the Cititrans website and mobile application, ensuring that all personal data is complete and validated within our records. Furthermore, the acquisition of a Cititrans Card (CTC) is a prerequisite for the validation of reward redemptions.
  • The User shall accrue rewards in accordance with the prescribed mechanisms established by Cititrans, predicated upon the User's activities on the Site or Application.
  • By redeeming CitiPoints for a selected reward or by utilizing such a reward, the User is deemed to have understood and committed to compliance with the prevailing Terms and Conditions.
  • The User acknowledges that Cititrans reserves the right, at its sole discretion and without prior notice, to amend the provisions of or revoke any rewards—including but not limited to vouchers, coupons, physical or digital CitiPoints gifts, and other rewards provided by Bluebird—should there be evidence of fraudulent activity or any other violation of the Terms and Conditions by the User.
  • The User understands and agrees that Cititrans acts exclusively as an intermediary between the User and Cititrans Partners. Consequently, the User indemnifies Cititrans against any and all liabilities arising from the use of rewards, or any future actions or failures by the User, including but not limited to the redemption of vouchers, coupons, physical or digital gifts, and other reward claims.
  • Cititrans retains the absolute right to amend all or any part of these Terms and Conditions at its discretion without prior notification. Cititrans advises Users to review these Terms and Conditions periodically for updates.
  • As of October 1, 2025, for points earned through December 31, 2020, the only valid points remaining for use shall be those collected from transactions initiated on or after January 1, 2021.
  • As of January 1, 2026, for points earned through December 31, 2021, the only valid points remaining for use shall be those collected from transactions initiated on or after January 1, 2022.
  • The CitiPoints program is not applicable to ticketing personnel or Cititrans agency partners. Transactions conducted by ticketing staff or agency partners to assist Users in booking Cititrans services are ineligible for CitiPoints claims.

REWARD PROVISIONS

  • Eligible recipients of rewards are defined as Users who have completed the Cititrans account verification process and have lawfully obtained CitiPoints in accordance with the applicable Terms and Conditions.
  • The visual interface and features of the CitiPoints Rewards Page are subject to change to align with current themes or promotional campaigns designated by Cititrans.
  • The User acknowledges and agrees that the acquisition of vouchers, coupons, and physical or digital rewards from Cititrans is subject to specific daily quotas and availability.
  • Each voucher, coupon, physical or digital reward, and any other CitiPoints-related benefit held by the User is subject to varying validity periods.
  • Users may claim vouchers, coupons, or physical/digital rewards in accordance with the CitiPoints denominations specified on the Rewards/Redemption page.
  • The User understands that claims for each CitiPoints reward on the Redemption page may be executed only once. Such rewards are non-refundable for cash and are non-transferable to any other party.
  • By executing a CitiPoints reward redemption, the User is deemed to have read and accepted all specific terms and conditions applicable to the respective reward.
  • As of October 1, 2025, for points earned through December 31, 2020, the only valid points remaining for use shall be those collected from transactions initiated on or after January 1, 2021.
  • As of January 1, 2026, for points earned through December 31, 2021, the only valid points remaining for use shall be those collected from transactions initiated on or after January 1, 2022.
  • The CitiPoints program is not applicable to ticketing personnel or Cititrans agency partners. Transactions conducted by ticketing staff or agency partners to assist Users in booking Cititrans services are ineligible for CitiPoints claims.

USER OBLIGATIONS

  • The User agrees to be contacted by Cititrans at any time to provide necessary information regarding User data or account status.
  • These Terms and Conditions may be amended at any time without prior notice to the User. By continued utilization of rewards, the User is deemed to have consented to such amendments.
  • For matters not specifically addressed within these Terms and Conditions, the User agrees to be bound by the operational provisions and procedures enforced by Cititrans as detailed in the Site Terms, including any modifications made thereto from time to time.
  • By registering for or utilizing the website www.cititrans.co.id or the Cititrans Booking application, the User is deemed to have read, understood, and consented to the entirety of these Terms and Conditions. These Terms constitute a legally binding agreement between the User and Cititrans. Should the User disagree with any part of these Terms and Conditions, the User is prohibited from utilizing Cititrans services.

COMPLAINTS AND INQUIRIES

Inquiries and grievances regarding CitiPoints Rewards may be submitted through the Bluebird Group Customer Service Center:

  • WhatsApp Cititrans: 08111998565
  • Telephone: 02179171717
  • Email: cs@cititrans.co.id
  • Cititrans shall verify User data against the database provided by the User during registration.
  • All complaints will be reviewed, and a response will be issued in accordance with internal policies and procedures following the submission of a complete complaint file by the User.

RESCHEDULING AND CANCELLATION (REFUND) TERMS UNDER SPECIAL LEBARAN CONDITIONS (Validity Period: 13 March – 29 March 2026)

Important Notice: Special Policy for Lebaran Peak Season To ensure operational excellence and seat availability for all passengers during the Lebaran travel period, Cititrans is implementing special terms and conditions for departures between March 13th and March 29th, 2026:

  • Suspension of Modifications & Cancellations: All features for Reschedule, Reroute, and Refund will be temporarily deactivated for all service lines (Executive, Reguler, JAC, & Busline) during this period.
  • Ticket Finality: All tickets purchased for travel within these dates are Final and Non-Refundable. We kindly advise you to double-check your travel plans before completing your purchase, as no amendments or refunds can be processed.
  • Lateness Policy: Due to increased traffic volume and strict departure schedules, any passenger who is not present at the departure point at the scheduled time will result in the ticket being forfeited. Cititrans shall not be held liable for any compensation or replacements in such instances. We highly recommend arriving at the departure point at least 45 minutes prior to your scheduled departure.