Citilink

Not Verified | I am pleased to commend Mdm Novia for her exceptional professionalism during our recent flight cancellation on 11 November 2024. After our Citilink flight from Pontianak to Jakarta was canceled, Novia managed all the necessary arrangements for our next flight with outstanding efficiency and kindness. Her assistance made a challenging situation much easier, and we are very grateful for her dedication and hospitality. She truly goes above and beyond in her service.

Not Verified | The flight was cancelled and rescheduled for a time that was inconvenient for our travel plans. To reach someone at the customer service was almost impossible and I spent multiple hours trying to reschedule the flight. The Citilink app didn’t work properly as well. It was a disaster. At Lombok airport, the company representative requested to pay additional fees for the same exactly luggage I brought from Bali to Lombok. She refused to take my credit card payment and asked for cash only. When I paid cash and asked for the receipt, she said that can only provide pictures of the bills she took from me. Try to avoid flying this airline.

✅ Trip Verified | First time flyer with Citilink. Not possible to check in for international flight (therefore not possible to buy luggage allowance online for $30). At checkin, the cost to check baggage was $240. Manager explains I had to buy luggage allowance by calling a special number a few days before the flight, before I checked in. They say this with a perfectly serious face. Where is phone number? Online. How to find? They don't know. How to know? Explained online. Staff was otherwise pleasant, if amateur. Seat was cramped as expected. Staff on plane was friendly. Flight was 1/2 hour late due to "problem with engine."

✅ Trip Verified | I was not able to check in online before the flight, apparently this doesn't exist for their international routes. So I couldn't pick the seat, but more importantly, I couldn't add any extra baggage- I knew I was going to be a bit over, so prepared to pre-pay. At the check in desk, was refused a bag to go at my feet, when I protested I was told "its a very busy flight". I was made to repack twice and eventually charged an extortionate fee to check an extra bag- when I questioned if this was more expensive than if I had booked prior, I was told it was. But how was I supposed to book extra baggage, when I can't check in beforehand? Apparently, you can go online in a period of time before just for this- not clear at all. And that "very busy flight"? A spare seat next to me, a spare seat in the row in front, and the three seats on the other side of the aisle a spare seat. I've been fortunate to fly with multiple airlines through south east Asia the past few months, and never had an experience as bad as this one.

✅ Trip Verified | Jakarta to Singapore onboard their Airbus A320neo. Check-in was absolutely fast, and they did not overcharge me for being a tad overweight having prepaid for my bag. The ground staff honored my window seat request without issues. Boarding started early, and the flight attendants were already 100% friendly right from the start as if they were already having a very nice sleep and ready to go. While I admire the freshness, cleanliness, and condition of the cabin, their decision to fit 180 boring old-generation Collins Pinnacle seats is something I always despise; these seats were thick which gave me less legroom compared to other slimline seats. It was, however, user-friendly and quite comfortable if you get past the legroom. Boarding started way before departure time, but that had no effect on on-time departure as we left 11 minutes late (well, it was just 11, so, definitely not a complain-worthy issue). I was given a bottle of water on this flight due to me having purchased the bundle. If I remember correctly, this was not mentioned in their list of benefits upon booking, so I took it as a very nice gesture. I could tell that the cabin crews were very seasoned and had done their job for years; they were friendly, courteous, and awesome throughout the flight. Landing was done early, and upon arrival, my bags were already waiting for me, tidily arranged by the Singapore ground staff. Citilink called themselves Supergreen, and they earned a Super-green light from me; no wonder they are a 4-star airline. Based on this flight alone, I was more than satisfied.

✅ Trip Verified | They kept rescheduling the flight one-sidedly. Was supposed to fly on 5.30pm, got rescheduled a few days ago to 6pm. And then got rescheduled again on the d-day to 7pm. This is very uncomfortable as people could have had plans. And there is no clear reason for the reschedule, only “operational reasons”. Wanted to reschedule to an earlier flight via their live chat, but got rejected. The live chat is also not responsive. The ticket price is not cheap as well, so it’s not value to money considering all these inconveniences. Do not fly with them again.

✅ Trip Verified | I thought Citilink was a cut above most Indonesian airlines. Sadly not. Our flight was due to depart at 3.45pm; we received an email the day prior to departure saying the flight departure was changed to 7.30pm. Then a Citilink agent rang and asked if we accepted the changes. We had no choice as all other options at this late stage were fully booked out (it was Eid). Then on the day of the flight (today) we received another email saying the flight was delayed until 9.10pm, a delay of 5 hours 15. My wife is pregnant and this meant staying at the airport for hours on end. At one point, I asked about a meal voucher but a Citilink agent said the flight was not delayed. I showed her the evidence to the contrary but she would not accept the delay. Then, as a final insult, as we sit here at Bali airport, the flight has been delayed a further one hour. No meal voucher, no snack, no drink, no offer of compensation. This is Citilink. Never again will I fly with this low-quality airline.

✅ Trip Verified |  Terrible online service. The website is not in English. You cannot manage your booking online. I could not check in online. I do not recommend.

✅ Trip Verified | It’s a LCC and as such they do a great job. Check in was smooth. Without major hassles. The flight departed on time only to be held up by the tower for half an hour due to “traffic”. The seat was comfortable. They did something strange for a LCC. They fed all of us a free meal. It wasn’t the best meal. But it was a hot chicken. Meal. And also due to some social media content. They gave everyone on board a free gift of a t-shirt I’m sure that was a once off. But all in all great flight experience. Note no wifi and no screens. But that’s minor now days. Because we all have. Content

✅ 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.