Newsroom

Dear Customers,

During these difficult times, we want you to know that Lion Air is doing everything we can to support your health and well-being as you adjust your lives to respond to the COVID-19 situation.

Your safety is our priority

As Indonesia’s largest domestic carrier, the health and safety of our passengers has always been our absolute priority; this has never been more important than in the current situation and amid the evolving travel environment and restrictions.

All of our actions and decisions are taken proactively with your well-being in mind, and in compliance to health advisories and directives from the Indonesian government and global health organisations. We are reviewing and updating these on a daily basis.

For those of you who still need to travel, our vigilance in the maintenance and cleanliness of our aircraft and all of our procedures has been heightened. On board, Lion Air has enhanced our daily cleaning procedures for our aircraft. Flights and transfers arriving from international destinations will undergo complete sterilisation. Passengers can board knowing that the in-flight environment has been thoroughly cleaned. Each aircraft has HEPA filters that provide quality air filtration and these are replaced for any planes that have carried suspected cases. We are also ensuring the highest standards of cleanliness and social distancing possible during check-in, boarding and disembarking.

Meeting your needs

Understandably, many of our passengers can no longer travel according to their original plans and schedules. Should there be occasions when Lion Air is obliged to cancel a flight, we will advise you at the earliest possible time and to help you make alternative travel arrangements. These notifications will be made via text message and email directly to you as well as on our website.

In the event that your personal priorities change and you need to defer travel, we are waiving the flight reschedule fee until 31 October. Alternatively, passengers who wish to cancel their flights can get a refund, subject to a 10% administrative fee.

Always here to help

Our customer service team is working around the clock to respond to your queries. As you can imagine, we are receiving a higher volume of queries than normal and there may be some delays in responses during this period. We would be grateful for your patience and would like to re-assure you that every request will be attended to as long as your amendment requests are submitted prior to your original flight schedule.

For further assistance, please contact us at the following:

• Call centre number: +6221 63798000
• Customer service email: customercare@lionair.co.id

The airline industry is facing extraordinary and unprecedented challenges now. What we do know, however, is that since Lion Air was founded in 2000, our growth and success has been built on putting your well-being first. We will continue to do so and you can trust Lion Air to act in the very best interests of all of you as we address the current situation.

Thank you so much for your support, understanding and patience. 

Sincerely,

Rudy Lumingkewas

President Director