Terms & Conditions

Present e-ticket at the Cititrans Outlet for Check in

Check in at least 30 minutes prior to departure


DEPARTURE SCHEDULE & TICKET BOOKING

  1. Schedule available only 14 days ahead from Today
  2. Payment for departures more than 6 hours can only be done with Pay Now, for less than 6 hours can be done with Pay Now and Pay Later
  3. Seat(s) booking via Call Center only available from 6 hours from departure, if you want to book more than 6 hours kindly refer to Website www.cititrans.co.id or Mobile Apps Citirans.

PASSENGER LUGGAGE REGULATION

  1. 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

2. 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.

3. 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.

4.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.

5.Specifically for Busline service, the following bicycle luggage policy applies effective August 24, 2026 :

  • Due to limited capacity within our fleet, the acceptance of bicycles is strictly contingent upon the actual availability of luggage space at the time of departure.
  • If the baggage capacity is full, our staff retains the right to refuse the shipment. The bicycle will then be prioritized for the next departing bus or the earliest available schedule the following day.
  • The previous policy granting free bicycle transport to passengers without other luggage has been officially discontinued. Applicable fees will now be charged regardless of whether the passenger is traveling with or without additional baggage.
  • Applicable fees* applies to all bicycles, including but not limited to folding bikes, road bikes, MTBs, and BMXs. Bike (All Types) : Rp 150.000 | Electric Bike : Rp 200.000
  • Shipments are non-insured and at the passenger's own risk. Cititrans is not liable for minor damages (e.g., scratches) or force majeure. For major damages, compensation is strictly limited to 4x the transportation fee.
  • To cover field handling operations, a surcharge of Rp 20.000 per unit will be applied to all unaccompanied bicycle shipments, independent of the base fare.

6 Specifically for Busline service, the following motorcycle luggage policy applies effective August 24, 2026 :

  • Passengers are STRICTLY REQUIRED to present and accompany the vehicle with the original Vehicle Registration Certificate (STNK).
  • The official engine capacity will be determined solely based on the specifications detailed in the STNK.
  • Cititrans does not accommodate the transportation of three-wheeled motorcycles (trikes).
  • To ensure the safe handling of the vehicle, external accessories such as rearview mirrors, windshield visors, and cargo boxes MUST be completely detached before transport.
  • Due to limited capacity within our fleet, the acceptance of motorcycles is strictly contingent upon the actual availability of luggage space at the time of departure.
  • If the baggage capacity is full, our staff retains the right to refuse the shipment. The motorcycles will then be prioritized for the next departing bus or the earliest available schedule the following day.
  • Applicable fees applies universally to all types of motorcycles, provided they do not exceed a maximum height of 105 cm. This limitation is in place to guarantee the safe handling and transit of the vehicle. Details of fee can be accessed on bbg.id/skbuslinesepedamotor
  • Shipments are non-insured and at the passenger's own risk. Cititrans is not liable for minor damages (e.g., scratches) or force majeure. For major damages, compensation is strictly limited to 4x the transportation fee.
  • To cover field handling operations, a surcharge of Rp 50.000 per unit will be applied to all unaccompanied bicycle shipments, independent of the base fare.


TERMS & CONDITIONS OF DEPARTURE

  1. Children aged 4 years will be charged the full fare.
  2. 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.
  3. 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.
  4. 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.
  5. 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).
  6. 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.
  7. It is prohibited to bring luggage that may disturb the comfort of other passengers (strong-smelling items, pets).
  8. 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.

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.

  1. The compensation amounts for traffic accident victims are as follows:Compensation for death: Rp 50.000.000,-
  2. Compensation for permanent disability (maximum): Rp 50.000.000,-
  3. Compensation for medical treatment (maximum): Rp 20.000.000,-
  4. Compensation for burial costs if the victim has no legal heirs: Rp 4.000.000,-
  5. Additional benefit – first aid reimbursement: Rp 1.000.000,-
  6. Additional benefit – ambulance cost reimbursement: Rp 500.000,-
  7. Please ensure that you should wear your seatbelt during the journey.
  8. Ensure that you receive a valid ticket, containing your personal details (as per your ID), as well as schedule, departure point, and route information matching your booking.

LOST / DAMAGED TO PERSONAL BAGGAGE

  1. 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
  2. Reimbursing the repair costs for each damaged personal baggage item, up to a maximum of 5 times the ticket price purchased by the passenger.
  3. For loss or damage claims, passengers are required to provide proof of ownership, a purchase receipt, or a repair receipt.

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 Lebarantravel period, Cititrans is implementing special terms and conditions for departures between March 13th and March 29th, 2026:

  1. 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.
  2. 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.
  3. 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.