Refunds Claim Process for Haze Disrupted Indonesia Flights

Passengers holding tickets for haze disrupted Indonesia flights are legally entitled to a 100% full refund without administrative deduction fees or a free seat transfer to the next available flight. Between August 11 and October 9, 2026, thick wildfire smoke forced airlines to delay, divert, or cancel 1,673 scheduled domestic flights across Kalimantan and Sumatra, according to official figures released by the Jakarta Globe.

Aviation regulators at the Directorate General of Civil Aviation (DGCA Indonesia) have ordered Airport Authority Offices nationwide to enforce strict passenger refund rights on the ground. Airlines that refuse to process full ticket reimbursements or rebooking requests face immediate operational sanctions from the government.

Why Are Indonesia Flights Being Canceled and Delayed in October 2026?

Severe smoke from peatland and forest fires has dropped runway visibility far below safe landing thresholds across western and central Indonesia. Lukman F. Laisa, Director General of Civil Aviation at the Ministry of Transportation of the Republic of Indonesia (Kemenhub), confirmed on October 12, 2026, that flight crews must halt takeoffs and landings immediately whenever smoke reduces ground visibility below minimum safety standards.

Live meteorological tracking from the BMKG Aviation Meteorology System shows how rapidly smoke conditions can shut down regional terminals. Runway visibility at H. Asan Airport in Sampit recently plunged to just 100 meters (0.1 km), while Sultan Syarif Kasim II Airport in Pekanbaru dropped to 600 meters alongside hazardous PM2.5 air pollution readings of 298.7 micrograms per cubic meter.

• 907 domestic flights were completely canceled or postponed due to thick smoke.
• 745 scheduled flights suffered severe departure and arrival delays.
• 15 aircraft had to divert mid-air to alternative airports with clearer skies.
• 6 planes were forced to return to their departure airport (Return to Base) after failing to land.
• 14 additional flights were canceled separately due to volcanic ash from Mount Lewotolok and Mount Dukono, high winds, and routine maintenance.

Which Airlines and Airports Have the Most Haze Flight Disruptions in Indonesia?

Citilink Indonesia, NAM Air, Wings Air, and Super Air Jet account for the vast majority of the 1,673 smoke-related flight disruptions across 10 domestic carriers. Regional hubs in Central Kalimantan, West Kalimantan, South Kalimantan, Jambi, and South Sumatra remain the hardest-hit travel corridors during the current dry season.

Airline Name	Total Disrupted Flights	Canceled Flights	Delayed Flights	Primary Impacted Routes
Citilink Indonesia	478	115	357	Kalimantan & Sumatra trunk routes
NAM Air	300	88	212	Pontianak, Palangka Raya & Ketapang
Wings Air	227	226	1	Short-haul turboprop Kalimantan routes
Super Air Jet	161	158	3	Jakarta to Kalimantan & Sumatra hubs
Other 6 Domestic Carriers	507	320	172	Regional feeder routes across 8 airports

Travelers flying through the following eight high-risk airports face the highest probability of sudden morning and late-afternoon schedule halts:

1. Supadio Airport (PNK) – Pontianak, West Kalimantan
2. Tjilik Riwut Airport (PKY) – Palangka Raya, Central Kalimantan
3. Iskandar Airport (PKN) – Pangkalan Bun, Central Kalimantan
4. H. Asan Airport (SMQ) – Sampit, Central Kalimantan
5. Rahadi Oesman Airport (KTG) – Ketapang, West Kalimantan
6. Syamsudin Noor Airport (BDJ) – Banjarmasin, South Kalimantan
7. Sultan Thaha Airport (DJB) – Jambi, Sumatra
8. Sultan Mahmud Badaruddin II Airport (PLM) – Palembang, South Sumatra

Also read – Bali Digital Arrival Card: Requirements, Cost & How to Apply

What Are Passenger Refund Rights Under Indonesia Ministry of Transportation Rules?

Indonesian aviation law classifies wildfire smoke and extreme weather as a Force Majeure safety event under Ministry of Transportation Regulation PM 89 of 2015 and PM 30 of 2021. Because an airline cannot control forest fire smoke, the carrier is legally exempt from paying the Rp 300,000 cash delay compensation normally required for airline-fault delays exceeding 240 minutes.

However, Category 6 of Permenhub PM 89/2015 strictly obligates airlines to return 100% of the ticket price or transfer the passenger to the next available flight at zero extra cost when a flight is canceled or delayed past four hours. Airlines are legally prohibited from charging administrative cancellation fees on haze disrupted Indonesia flights when the cancellation is initiated by airport safety authorities.

Disruption Type	Legal Category (Permenhub PM 89/2015)	Mandatory Airline Obligation During Haze (Force Majeure)	Cash Penalty Required?
Delay 30 to 60 mins	Category 1	Free drink refreshment at the boarding gate	No
Delay 61 to 120 mins	Category 2	Free snack box and option to rebook if visibility worsens	No
Delay 121 to 180 mins	Category 3	Free heavy meal and priority schedule update	No
Delay 181 to 240 mins	Category 4	Free snack box, heavy meal, and option for full refund	No
Delay over 240 mins	Category 5	Free rebooking or 100% full ticket refund	Exempt under Force Majeure
Flight Cancellation / RTB	Category 6	100% full ticket refund or free rerouting to next flight	Exempt under Force Majeure

How to Claim a 100% Full Refund for Haze Disrupted Indonesia Flights Step by Step?

Securing a full payout without losing 10% to 25% in “voluntary cancellation” fees requires getting physical proof of the weather cancellation before leaving the airport terminal. Online booking apps frequently misclassify customer-submitted refund requests as voluntary cancellations unless an official airline disruption stamp is attached.

1. Collect the Official Cancellation Letter at the Airport Desk: Visit the airline’s ground handling counter before exiting the terminal and ask for a stamped Surat Keterangan Pembatalan Penerbangan (Flight Cancellation Statement) or an Irregularity Report stating the flight was halted due to haze / low visibility (Force Majeure).
2. Photograph the Terminal Departure Board: Take a clear photo of the airport Flight Information Display System (FIDS) showing the flight number marked as Canceled, Diverted, or Return to Base (RTB) alongside your paper boarding pass.
3. Select “Airline Canceled / Force Majeure” on Booking Platforms: If the ticket was purchased via Traveloka, Tiket.com, or Agoda, never click the standard “Cancel My Booking” button before the airline updates the flight status in the system. Always select “Flight Canceled by Airline due to Weather/Operational Reasons” and upload the stamped airport letter to receive a 100% refund.
4. Submit Direct Claims via Official Airline Portals: For tickets booked directly with the carrier, file the claim at the airport ticket sales office (gerai tiket) or through the airline’s verified refund portal using your 6-digit PNR booking code, passport or KTP copy, and bank account details.
5. Track Statutory Payout Deadlines: Under Ministry of Transportation Regulation PM 30 of 2021, Indonesian airlines must complete cash or bank transfer refunds within 15 working days and credit card or e-wallet refunds within 30 working days.

What Mistakes Cost Passengers Their Full Refund at Kalimantan and Sumatra Airports?

Travelers stranded at smaller regional terminals like Tjilik Riwut Airport in Palangka Raya or Iskandar Airport in Pangkalan Bun often lose money by making hasty changes on their phones while standing in long customer service queues. Avoiding three common errors guarantees your full money back:

• Do Not Cancel the Ticket Yourself Before the Official Announcement: Even if smoke is visibly thick outside the terminal window and the BMKG Aviation Meteorology System shows visibility under 800 meters, wait until the airline officially declares the delay or cancellation. Canceling five minutes early triggers standard penalty deductions of up to 75% on promo fares.
• Watch Out for Multi-Leg Separate Bookings: If a Wings Air feeder flight from Sampit to Surabaya is canceled by haze, a separate onward ticket from Surabaya to Bali on a different booking code (PNR) will not be refunded automatically. Ask the ground supervisor at the first airport to stamp a Force Majeure Connection Letter so the second airline can waive rebooking fees as a goodwill exception.
• Reject Partial Travel Vouchers If You Want Cash: Ground staff at busy counters often offer 90-day credit shells or travel vouchers to clear lines quickly. Under directives enforced by the Directorate General of Civil Aviation (DGCA Indonesia), passengers have the legal right to insist on a full refund to their original payment method.

How Can Foreign Tourists Avoid Rp 1,000,000 Daily Visa Overstay Fines After a Flight Cancellation?

Foreign nationals whose haze-canceled domestic flight causes them to miss an international departure on the final day of their Indonesian visa face a strict Rp 1,000,000 ($65 USD) per day overstay fine unless they register the disruption immediately. Standard tourist visas and Visa on Arrival (VoA) permits through the Official Indonesia e-Visa Portal do not pause automatically when a domestic flight is grounded.

Stranded international travelers must report to the local immigration checkpoint or contact the Directorate General of Immigration Indonesia on the same day the flight is canceled. Present the airline’s official Force Majeure Cancellation Letter, original boarding pass, and confirmed replacement itinerary to apply for an ITKT (Izin Tinggal Keadaan Terpaksa / Emergency Stay Permit), which legally protects stranded passengers from daily overstay penalties.

Where to Report Airlines That Refuse Refunds or Delay Payouts Past 30 Days?

Passengers whose refund claims remain unpaid past the 15-to-30 working day legal limit can file an immediate enforcement complaint with Indonesian government regulators. As DGCA chief Lukman F. Laisa warned on October 12, Airport Authority Offices have active orders to penalize non-compliant carriers.

• Airport Authority Office (Otoritas Bandar Udara): Visit the Ministry of Transportation command post inside the airport terminal before leaving to force immediate on-the-spot mediation with the airline station manager.
• DGCA Aviation Contact Center: Submit your booking code, stamped cancellation proof, and refund receipt number via the Directorate General of Civil Aviation (DGCA Indonesia) portal or call the Ministry of Transportation hotline at 151 (info151@dephub.go.id).
• Ministry of Trade Consumer Protection: For unresolved refund disputes involving third-party booking agencies, file an out-of-court settlement claim through the Directorate General of Consumer Protection and Trade Compliance (PKTN) under Indonesian Consumer Protection Law No. 8 of 1999.