Citilink

Citilink serves as a vibrant and accessible gateway to the stunning Indonesian archipelago, operating as the low-cost subsidiary of the national flag carrier, Garuda Indonesia. Known for its distinctive green branding and a strong commitment to punctuality, the airline creates essential connections between major metropolitan centers and remote island paradises. By combining affordable fares with a high standard of safety and service, Citilink has established itself as a preferred choice for travelers seeking to explore the diverse landscapes of Southeast Asia.

Operational Excellence and History
Established in 2001, Citilink originally operated as a strategic business unit of Garuda Indonesia before spinning off as an independent entity in 2012. This evolution allowed the airline to focus specifically on the budget market while retaining the rigorous maintenance and safety protocols inherited from its parent company. Today, it stands as a prominent player in the region, recognized for its efficiency and rapid growth.

Modern Fleet and Safety
The airline operates a young and modern fleet designed for both short inter-city hops and longer regional routes. The core of their operations relies on the Airbus A320 family (including the A320neo), which provides a comfortable cabin experience. For connecting smaller islands and airports with shorter runways, Citilink utilizes the ATR 72-600 series. Safety is a paramount value, and the carrier has consistently maintained high safety ratings, benefiting from the extensive technical support of the Garuda Indonesia Group.

Network and Connectivity
Citilink specializes in domestic connectivity, making it easier for tourists to island-hop across the country. From their main hub, travelers can easily reach popular destinations such as Surabaya, the cultural heart of Yogyakarta, and the resort island of Bali via Denpasar. The network also extends to key economic centers like Medan, Batam, and Palembang. Beyond domestic routes, the airline offers regional flights to international hubs such as Singapore, facilitating seamless travel for international visitors.

Awards and Service
Despite its low-cost model, Citilink places a strong emphasis on passenger satisfaction. The airline has been awarded the 4-Star Low-Cost Airline rating by Skytrax, a testament to its service quality which exceeds typical budget carrier expectations. Passengers can enjoy a hassle-free experience with various add-on options, including seat selection and pre-booked meals from their "Green Bistro" menu, ensuring a pleasant journey at a competitive price.

Contact Information

For travelers in the United Arab Emirates planning a trip with Citilink, the most efficient way to manage bookings or seek assistance is through the airline's international customer service channels and digital platforms. Since Citilink primarily operates within Indonesia and Southeast Asia, they do not maintain a dedicated local presence in the UAE, so inquiries are best handled via their global support center or official website.

Official Website

www.citilink.co.id

Customer Service & Support

• International Call Center: +62 21 6379 8000 (Available for calls from the UAE)
• Live Chat: Available on the official website via the "LinkMiles" or support chat feature.
• Email Support: customercare@citilink.co.id
• Mobile App: BetterFly Citilink (Available on iOS and Android for booking management and check-in)

Social Media

Connecting via social media can often provide quick updates or alternative support channels. Citilink is active on:

• Instagram: @citilink
• Facebook: Citilink
• Twitter/X: @Citilink

Local Offices in United Arab Emirates

Currently, Citilink does not have a physical sales office or ticket counter in the United Arab Emirates. Travelers are advised to manage their itineraries online or contact the headquarters in Jakarta for complex issues. Airport services are generally handled by ground handling partners at destination airports rather than in the UAE.

Emergency & 24/7 Support

The international call center operates 24 hours a day, allowing passengers in the UAE to contact the airline regardless of the time difference. For urgent matters regarding existing bookings, calling the international number +62 21 6379 8000 is recommended.

Citilink Baggage Policy Guide

Traveling with Citilink (QG) offers a convenient and often more generous baggage allowance compared to many other low-cost carriers in the region. Whether you are flying domestically across the Indonesian archipelago or connecting internationally, understanding the specific rules for your fare class and aircraft type will help ensure a smooth journey.

Carry-on Baggage Allowance

Every passenger (excluding infants) is entitled to bring one piece of carry-on luggage into the cabin free of charge. The maximum weight for this item is 7 kg. In addition to the main bag, you may carry one personal item, such as a laptop bag, handbag, or small backpack, provided it fits securely under the seat in front of you.

Dimensions by Aircraft Type:
The size limits for your carry-on bag depend on the aircraft operating your route:

• Airbus A320: Maximum dimensions of 56 cm x 36 cm x 23 cm. These aircraft typically operate major routes connecting cities like Jakarta and Surabaya.
• ATR 72-600: Maximum dimensions of 41 cm x 34 cm x 17 cm. These smaller propeller planes serve remote islands and shorter inter-city hops.

Checked Baggage Limits

Citilink is well-regarded for including a free checked baggage allowance with most tickets, a significant perk for a budget airline.

• Domestic Flights (Jet Aircraft): Passengers typically receive a free checked baggage allowance of up to 20 kg. (Note: Standard non-member allowance is often 15 kg, while members of the airline's loyalty program may receive the full 20 kg).
• Domestic Flights (ATR Aircraft): The free allowance is generally limited to 10 kg due to the smaller cargo capacity of these aircraft.
• International Flights: For routes such as those to Singapore, the free checked baggage allowance is typically 10 kg. Always check your specific ticket conditions as promotional fares may vary.

Excess Baggage Fees

If you plan to bring more than your allocated weight, it is highly recommended to purchase Pre-Book Baggage online or via the mobile app before you arrive at the airport. Pre-booked rates are significantly cheaper—often up to 40% less—than the fees charged at the check-in counter. You can purchase extra weight in packages (e.g., 5 kg, 10 kg, 20 kg) up to 4 hours before departure.

Special Items: Sports Equipment and Musical Instruments

Indonesia is a prime destination for adventure seekers, and Citilink accommodates sports enthusiasts reasonably well.

• Sports Equipment: Items such as bicycles, golf clubs, and diving gear can often be checked in as part of your standard baggage allowance. If your equipment causes you to exceed your weight limit, excess baggage fees will apply. For surfers heading to the waves near Denpasar, note that surfboards have specific handling fees and length restrictions (max 277 cm on Airbus A320).
• Musical Instruments: Small instruments can be carried on board if they fit within the cabin baggage dimensions. Larger instruments must be checked in as special baggage or, for fragile items like cellos, you may need to purchase an extra seat to carry them in the cabin.

Restricted and Prohibited Items

To ensure safety, strict rules apply to dangerous goods. When packing, keep the following in mind:

• Power Banks: Must be carried in your carry-on baggage only; they are strictly prohibited in checked luggage.
  • Capacity up to 20,000 mAh (100 Wh): Allowed (max 2 per person).
  • Capacity 20,000–32,000 mAh (100–160 Wh): Requires airline approval.
  • Capacity over 32,000 mAh: Strictly prohibited.
• Smart Luggage: Bags with non-removable lithium batteries are banned. If the battery is removable, it must be taken out and carried in the cabin.
• Prohibited in Cabin: Sharp objects (knives, scissors), firearms, and liquids/gels/aerosols in containers larger than 100 ml (for international flights).
• Perishables: Strong-smelling items like Durian are strictly prohibited in both the cabin and checked baggage.

Tips for Packing Efficiently

Weigh Before You Go: Since the allowance differs between the A320 and ATR aircraft, check your flight details carefully. If you have a connecting flight involving a smaller plane (e.g., from Yogyakarta to a smaller island), pack according to the stricter 10 kg limit.

Label Everything: Tag your bags inside and out with your name, phone number, and email. This is crucial for flights transiting through busy hubs like Medan or Batam.

Bundle Your Baggage: If you are traveling with family or friends on the same booking code (PNR), Citilink often allows you to pool your baggage weight, giving you more flexibility if one person packs heavier than the others.

Traveling with Pets on Citilink

Citilink understands that pets are part of the family, but the airline maintains strict policies regarding the transportation of live animals to ensure safety, hygiene, and operational efficiency. While travel with furry companions is permitted, it is restricted to specific transport methods, and passengers must adhere to rigorous documentation and preparation requirements before arriving at the airport.

Transport Options

In Cabin (Carry-on)

• Policy: Citilink generally does not permit live animals (pets) to travel in the passenger cabin.
• Exceptions: Strictly limited cases may apply, but standard tourist travel with pets in the cabin is typically prohibited on all domestic and international flights.
• Recommendation: Travelers should plan to transport their pets via the checked baggage or cargo options described below.

In Cargo Hold (Checked Baggage)

Pets can travel on the same flight as you as checked baggage, provided the aircraft type allows it (typically available on Airbus A320 flights, but may be restricted on smaller ATR aircraft).

• Container Requirements: Animals must be housed in a secure, leak-proof, and ventilated hard-shell fiberglass or plastic crate (IATA-compliant). Soft bags are not accepted.
• Dimensions: The crate must allow the animal to stand, turn around, and lie down naturally.
• Weight Limits: The combined weight of the pet and crate acts as the basis for fees. Very heavy crates may need to be shipped as cargo.
• Security: The container must be locked securely to prevent accidental opening but accessible for security checks.

As Cargo (Citilink Cargo)

For larger animals, unaccompanied pets, or routes where checked baggage transport is unavailable, Citilink Cargo offers a dedicated solution.

• When Required: Mandatory for large breeds, heavy crates exceeding baggage handling limits, or when the passenger is not traveling on the same flight.
• Booking: Must be arranged separately through the Citilink Cargo or "Surat Muatan Udara" (SMU) counters, typically located at the cargo terminal rather than the passenger terminal.
• Special Requirements: The crate must be marked with "Live Animal" stickers and "This Way Up" tags on all four sides.

Required Documentation

Indonesia has strict quarantine laws, especially for movement between islands (e.g., entering Denpasar in Bali often has specific prohibitions due to rabies control). You will generally need:

• Veterinary Health Certificate: Issued by a licensed veterinarian stating the animal is fit for travel (usually valid for 3-7 days).
• Vaccination Records: Proof of valid vaccinations, specifically for Rabies (must be administered at least 30 days prior to travel but not more than 1 year).
• Quarantine Permit: A release letter or permit from the Agricultural Quarantine Agency (Badan Karantina Pertanian) at both the origin and destination airports.
• Movement Permit: For domestic travel between islands, a permit from the local livestock service (Dinas Peternakan) may be required.

Service Costs

Pet transport is not included in the free baggage allowance and is subject to special handling fees.

• Calculation: Fees are typically calculated based on the total weight (pet + crate) multiplied by the applicable Excess Baggage rate for the specific route.
• Minimum Charge: A minimum weight charge (e.g., 5 kg or 10 kg) often applies, even for small animals.
• Payment: Fees are usually paid at the airport reporting counter or cashier desk during check-in.

Preparation Tips

• Acclimatization: Let your pet get used to the crate weeks before the flight to reduce anxiety.
• Feeding: Feed your pet a light meal 4-6 hours before departure; avoid feeding right before the flight to prevent motion sickness.
• Hydration: Ensure the crate has a secure water dish that can be filled from the outside if necessary.
• Identification: Attach a label to the crate with your name, flight number, and contact details in the destination city, such as Jakarta or Surabaya.
• Absorbency: Line the bottom of the crate with absorbent material (puppy pads) to keep the pet dry.

Restrictions

• Prohibited Animals: Citilink does not transport endangered species protected by CITES regulations without special government permits.
• Prohibited Breeds: Aggressive dog breeds (e.g., Pitbulls, Rottweilers) and brachycephalic (snub-nosed) breeds (e.g., Pugs, Bulldogs, Persian cats) are often restricted due to respiratory risks at high altitudes.
• Health Conditions: Pregnant females, nursing mothers, or animals younger than 8-10 weeks are typically not accepted.
• Regional Bans: Be aware that flights to/from Rabies-Free zones (like parts of Bali or Nusa Tenggara) may have total bans on entering or exiting with pets.

Important: Rules and quarantine regulations in Indonesia can change frequently. It is critical to contact Citilink's call center and the local Airport Quarantine Office at least 2 weeks before your scheduled trip to verify current requirements.

Citilink Loyalty Program: LinkMiles

Citilink rewards its frequent travelers through its dedicated loyalty program, LinkMiles. This program is designed to add value to every journey, allowing passengers to accumulate miles that can be exchanged for flights and various travel perks, making it an excellent companion for those exploring the diverse islands of Indonesia.

Membership Tiers and Benefits

LinkMiles operates on a tiered system where active members can climb the ranks to unlock exclusive privileges.

• Green (Basic): The entry-level tier offering instant access to member-only fares and standard mileage earning.
• Silver: Provides travelers with additional conveniences such as priority check-in at select airport counters.
• Gold: Unlocks premium benefits including complimentary seat selection and an extra checked baggage allowance.
• Platinum: The top-tier status granting maximum rewards like priority boarding, baggage handling, and ticket flexibility.

Earning Miles

Members can grow their mileage balance through various activities, turning everyday spending and travel into future trips.

• Flight Activity: Earn miles on every eligible flight based on the ticket fare class and distance traveled.
• Bank Partners: Convert credit card loyalty points from participating banks into LinkMiles.
• Travel Partners: Accrue miles when booking hotels, travel insurance, or car rentals through affiliated providers.
• Promotional Bonuses: Watch for special campaigns offering double or triple miles on specific new routes.

Redeeming Miles

LinkMiles offers flexible redemption options, allowing you to save money on your next vacation to destinations like Denpasar or Yogyakarta.

• Award Tickets: Exchange miles for full or partial flight payments to any destination in the Citilink network.
• Ancillary Add-ons: Use miles to purchase pre-booked meals, extra legroom seats, or additional baggage weight.
• Lifestyle Rewards: Redeem for vouchers accepted at various dining, shopping, and entertainment partners.
• Miles Transfer: Options are available to transfer miles to family members to help them reach a reward faster.

Alliance Membership

Travelers should note that Citilink operates independently within the low-cost sector.

• Alliance Status: Citilink is not a member of major global alliances such as SkyTeam, Star Alliance, or oneworld.
• Parent Company: It is a subsidiary of Garuda Indonesia, benefiting from strong maintenance standards but operating a separate loyalty system.

How to Join

Becoming a member is a simple and free process accessible to all travelers.

• Online Registration: Sign up instantly via the official Citilink website or the mobile app.
• Mobile App: Download the "BetterFly Citilink" app to access your digital card and track your balance.
• Instant Earning: Start earning miles immediately upon booking your first flight after registration.

Onboard Experience and Services

Flying with Citilink allows travelers to experience Indonesian hospitality combined with the efficiency of a modern low-cost carrier. While the airline focuses on affordability, it does not compromise on comfort or service quality. Whether you are hopping between islands on a short domestic flight or traveling internationally to Singapore, the onboard experience is designed to be seamless and pleasant.

Service Classes

Citilink primarily operates as a budget airline, meaning the cabin is predominantly Economy Class. However, the airline offers distinct seating zones and premium bundles to cater to different passenger needs.

• Economy Class: This is the standard offering across the entire fleet. Passengers enjoy ergonomic leather seats that are pre-reclined or standard reclining, depending on the aircraft. The cabin is bright and clean, featuring the airline’s signature green branding.
• Green Zone (Premium Seating): For travelers seeking extra comfort, Citilink offers "Green Zone" seats. These are located in the first few rows of the aircraft (Rows 1–5) and the emergency exit rows. Choosing these seats guarantees significant extra legroom and allows for quicker disembarkation upon arrival in busy hubs like Jakarta.
• Royal Green: On select routes and schedules, the airline offers a "Royal Green" service. This premium experience mimics a business class offering, providing passengers with benefits such as priority boarding, baggage handling, free meals, and often a guaranteed empty middle seat for added privacy.

Note: Citilink does not offer a traditional First Class cabin.

Seat Configurations and Comfort

The cabin layout depends on the aircraft type servicing your route:

• Airbus A320 Family: On these jets, which fly major routes like Surabaya to Batam, seats are arranged in a 3-3 configuration (ABC-DEF). The seat pitch is standard for a low-cost carrier (approx. 29 inches), but the slimline design maximizes knee room.
• ATR 72-600: For shorter inter-island flights, such as those to remote destinations, the propeller aircraft features a 2-2 configuration. While the cabin is smaller, these flights offer scenic views and a cozy atmosphere.

In-Flight Dining: Green Bistro

To keep fares low, meals and beverages are not usually included in the standard ticket price. Instead, Citilink operates the Green Bistro, a buy-on-board service offering a variety of snacks, drinks, and hot meals.

Pre-Book Meals: Passengers are highly encouraged to pre-book their meals online up to 24 hours before departure. The menu features authentic Indonesian cuisine, such as Nasi Goreng (fried rice) and Nasi Kuning (yellow rice), often at a lower price than purchasing onboard. Water is generally not free, so it is advisable to bring a bottle or purchase one from the crew.

Entertainment and Connectivity

Citilink aircraft are not equipped with seatback screens. Instead, the airline embraces a modern "Bring Your Own Device" (BYOD) concept.

• LinkWireless: On many A320 flights, passengers can connect their smartphones or tablets to the onboard Wi-Fi network (LinkWireless) to stream a curated selection of movies, music, and magazines for free. No internet connection is required to access this content.
• In-Flight Magazine: A physical copy of the airline’s magazine, Linkers, is often available in the seat pocket, featuring travel inspiration for destinations like Medan and Padang.

Special Services

Citilink is committed to making travel accessible for everyone and provides dedicated support for passengers with special requirements.

• Assistance for Reduced Mobility: Wheelchair services are available upon request. Passengers should notify the airline at least 48 hours in advance to ensure ground staff at airports like Palembang are prepared to assist.
• Expectant Mothers: Pregnant passengers can fly up to 32 weeks with a doctor's letter. Between 32 and 35 weeks, a special medical certificate and a liability waiver signed at the airport are required. Travel is not permitted after 36 weeks.
• Unaccompanied Minors: Children aged 6 to 12 traveling alone can use the Unaccompanied Minor (UM) service, where ground staff and cabin crew provide supervision throughout the journey.

Citilink operates a comprehensive route network that primarily connects the Indonesian archipelago, facilitating easy travel between major economic hubs and popular tourist destinations. Anchored by its main base in Jakarta, the airline offers frequent and affordable flights to cities across the country as well as key regional connections.

Planning a trip with Citilink can be a smooth experience if you know the right tricks to secure the best fares and ensure a comfortable journey. As a popular low-cost carrier based in Jakarta, the airline connects numerous islands and cities efficiently. To get the most affordable tickets, it is generally recommended to book your flights at least 3 to 4 weeks in advance. Last-minute bookings often come with a higher price tag, especially during peak travel seasons such as holidays and school breaks.

Keep an eye out for special promotions and "Green Sales" which are frequently announced on the airline's official website and social media channels. Downloading the Citilink mobile app is highly advisable; not only does it often feature app-exclusive deals, but it also serves as a convenient travel companion. Through the app, you can easily manage your booking, purchase add-ons like extra baggage or meals, and access your mobile boarding pass, reducing paper waste and hassle at the airport.

To save time at the terminal, take advantage of the online check-in feature. This service typically opens anywhere from 48 hours to 2 hours before your scheduled departure time, allowing you to bypass long queues at the check-in counters. If you are traveling with luggage to drop off, many airports have dedicated drop-off counters for passengers who have already checked in online.

For a more comfortable flight, consider pre-booking your seat. Citilink offers options such as Green Zone or Green Seat rows, which provide extra legroom and are located closer to the doors for quicker disembarking. While standard seat selection may incur a small fee, it guarantees that you sit with your travel companions. Finally, investing in travel insurance is always a smart move to protect yourself against unexpected cancellations, delays, or baggage issues during your trip.

History and Development

Citilink was established in 2001 as a strategic business unit of the national flag carrier, Garuda Indonesia. Initially, it was created to serve the growing budget travel market, operating with a modest fleet of Fokker F28 and later Boeing 737 aircraft. In its early years, the airline focused on connecting secondary cities, laying the groundwork for what would eventually become a dominant force in Indonesian aviation.

The 2012 Rebirth and Independence
A pivotal moment in the airline's history occurred in 2012 when Garuda Indonesia executed a comprehensive revitalization program. Citilink was spun off as a separate legal entity, receiving its own Air Operator Certificate (AOC) to operate independently. This milestone was accompanied by a major rebranding: the airline adopted its now-iconic green livery, symbolizing a fresh, dynamic, and environmentally conscious approach. This "rebirth" allowed Citilink to manage its own finances and strategy, distinct from its premium parent company.

Fleet Modernization
Following its independence, the airline embarked on an aggressive fleet modernization strategy to improve efficiency and passenger comfort. It phased out older Boeing aircraft in favor of the Airbus A320 family, which became the backbone of its jet operations. To further enhance its reach, Citilink introduced the ATR 72-600 series, a turboprop aircraft designed for shorter runways. This strategic addition enabled the carrier to serve smaller, remote airports that larger jets could not access, effectively bridging the gap between major hubs like Jakarta and the country's outlying islands.

Network Expansion and Innovation
With a standardized and reliable fleet, Citilink rapidly expanded its route network. It strengthened high-frequency connections between economic centers such as Surabaya and Medan while simultaneously opening new leisure routes. The airline also ventured into international skies, launching regional flights to destinations like Singapore. Beyond routes, Citilink distinguished itself through innovation, becoming one of the first low-cost carriers in the Asia-Pacific region to offer free wireless inflight entertainment (LinkWireless), allowing passengers to stream content directly to their personal devices.

Modern Achievements
Today, Citilink is recognized not just for its low fares but for its high standards of safety and service. It has consistently earned the prestigious 4-Star Low-Cost Airline rating from Skytrax, setting it apart from many competitors in the budget sector. Through continuous digital transformation and a commitment to on-time performance, the airline has evolved from a small subsidiary into a premium low-cost carrier that plays a vital role in connecting the diverse regions of Indonesia.