Citilink

✅ Trip Verified | Our flight was cancelled for no reason (I was told by locals it was probably because some local dignitaries wanted to fly that day) and we were told we could fly the next day which would take 2 days to reach Padang. This would mean we would miss our boat from the Mentawis so it was impossible. We had to change our airline at the last minute and was assured because Citilink had in effect cancelled our flights we would be entitled to a full refund. 3 months later we are still waiting. I have contacted them many times but have not received a refund. I had even paid for the flexible ticket just in case I had to change things.

✅ Trip Verified | The flight was quite good, the friendliness of the ground and air staff was very good. Quite satisfied with the flight this time. Thank you Top Choice for domestic options. Penerbangan yang cukup baik, keramahan Staff darat dan Udara sangat baik. Cukup Puas dengan penerbangan kali ini. Terima kasih. Pilihan Utama untuk pilihan domestik.

✅ Trip Verified | Uneventful flight, lucky not having had any delay. Definitely this airline is the better (if not best) option when flying low cost in Indonesia, also related to safety. Don’t expect anything, even not a glass of water (when flying cheapest fare). Little seat pitch though.

Not Verified | First time using this airline and pleasantly surprised. Compared with other low-cost airlines, I have found the customer service extremely good. Knowing that the flight was delayed by a few hours, the staff did everything they could so I didn't miss my connection with another airline (Scoot) at Penang airport. I was surprised, cause usually airlines don't care since you are using another airline afterwards. In this case, they arranged for a staff to pick me up straight from the plane to the boarding gate. He helped me skip all the queue at customers etc. Without their help I would have missed my flight 100%. Thanks again! Also, unlike other low cost airlines, this one is not tacky and actually quite classy. The hostesses are also very pretty! However the plane was very late so I can only give 8/10

✅ Trip Verified | On their website they indicate free baggage allowance for international flights up to 20kg. The airline staff at the airport would not accept this and instead charged me 420 Malaysian ringgit (~£84) for the 15kg baggage, which was more than my actual flight ticket. I tried to dispute but they weren’t helpful at all. Then in-between going to a cash point (because yes they don’t accept card) to get the money and pay for it, they increased the fee by another 15 ringgit. They claimed the fee/kg increased when I left.

✅ Trip Verified | The flight delayed for 2 until 3 hours due to operational issue. After delayed that long, it ended up with changing the plane by saying the initial plane was broken and cannot be used for now. I mean, if you really know that the plane would not be able to operate, please immediate change the plan without giving false hope for the customer that long. Every people has their own plans with their times. Something that we can do on time, should be postponed or worse cancelled by this. Very harmful.

✅ Trip Verified | Yogyakarta YIA to Jakarta CGK onboard QG9779. The light load of this flight means that the check in was done in a very fast manner, and the check-in staff dealt with our tickets and bags fairly quickly. The applaudable part of it was that the check-in staff was very conscientious. Knowing that our seats were assigned randomly, she willingly and proactively offered us to get a seat in the same row. That was very nice of her. Boarding commenced on time and I was welcomed by the crew. Once again, the light load of this flight meant that social distancing was possible - the cabin crews started moving several passengers who have asked for a seat change to seats A and F only so that a very safe distance was created. Seat was comfortable, well sanitized, and so did the cabin. There were not much to do in this short hop as we took off and landed relatively on-time. Overall, I can see why Citilink is rated as a 4-star airline and a 5-star airline for COVID-19 handling. Special praise goes to the crews and the ground staff of this airline for being conscientious, friendly, proactive, and smart. Arguably the best LCC in Indonesia to date.

✅ Trip Verified | My flight with Citilink was actually great even though it was 40 minutes late due to operational issue (It is very rare because Citilink is always on time). The cabin crew were friendly and the seat is comfortable enough. The legroom is fine.

Not Verified | Flight booked for 9.10 am. Changed by airlines to 12.40 pm. Actual departure time 1.40 pm and no info from anywhere for the delay. Airlines taking passengers time for granted. Non serious airline. If you value time, never go for Citilink.

Not Verified | Pathetic service in terms of punctuality. No info from staff. For a journey time of 1 hour, flight delayed by 2 hours and yet no info anywhere. Absolutely non-reliable in terms of timeliness.