TRAVELOKA: REGIONAL TRAVEL PLATFORM UNTUK PESAWAT, HOTEL, TRANSPORTASI DARAT, XPERIENCE, CORPORATE TRAVEL, ASURANSI, LOYALTY, DAN TPAYLATER

Traveloka is a regional travel and lifestyle platform that allows users to search, reserve, purchase and manage a wide range of travel products.

The current Terms and Conditions were last modified on 1 July 2025 and remained active in July 2026.

Those terms state that the site is managed by the Traveloka Group of Companies and that the platform services are provided by Traveloka Services Pte. Ltd., Singapore, or another entity specified for part of the services.

In Indonesia, Traveloka’s official fraud-prevention pages state that the only official bank-transfer account used for Traveloka payments is under PT Trinusa Travelindo.

Current co-branded card documents also identify PT Trinusa Travelindo as Traveloka’s co-branding partner in Indonesia.

TPayLater is a separate financing product provided by PT Caturnusa Sejahtera Finance, an OJK-licensed financing company.

The safe legal mapping is therefore:

• Traveloka as the commercial brand and platform ecosystem;
• Traveloka Services Pte. Ltd. as the global platform-service entity named in the general terms;
• PT Trinusa Travelindo as the Indonesian commercial and payment entity publicly identified on official channels;
• PT Caturnusa Sejahtera Finance as the financing company behind TPayLater;
• Traveloka for Corporates as a dedicated business-travel product;
• and airlines, hotels, railway operators, bus companies, rental firms, activity providers, insurers, banks and other financial partners as separate suppliers.

Traveloka is not automatically the direct operator of every product shown in the app.

Product framework

The General Terms classify Traveloka’s offerings into:

• Travel Products;
• Financial Services;
• Activities;
• and Other Products.

Travel Products include:

• domestic and international flights;
• baggage and airline add-ons;
• trains;
• buses and travel services;
• airport transfer;
• taxis;
• car rental;
• accommodation;
• attractions;
• tours;
• cruises;
• events;
• classes;
• spa;
• workshops;
• and other experiences.

Financial Services include financing and insurance where offered.

Other Products can include travel vouchers, baggage tracking, visa assistance, international data plans and other travel-related offerings.

The exact catalogue differs by country.

A product visible in one Traveloka country site may not be available in Indonesia.

Supplier role

The Terms state that, unless Traveloka expressly says it operates a product, the product is supplied and operated by a third-party supplier.

Traveloka usually acts as platform operator or intermediary between the traveller and the supplier.

Product information can be provided by:

• suppliers;
• agents;
• aggregators;
• distributors;
• channel managers;
• and other third parties.

Traveloka’s terms state that it does not guarantee the accuracy, completeness, availability or timeliness of every supplier-provided detail.

Users should not rely only on a star, rating, badge, label or review.

The final price and product conditions at the payment page matter more than a browsing result.

Some supplier programmes can improve visibility in search results, which should not be confused with a quality certification.

Confirmed Booking

A payment receipt or booking request does not always mean the product has been confirmed.

The Terms define a Confirmed Booking as a booking for which Traveloka issues a receipt, successful booking confirmation, e-ticket, voucher or e-pass.

Some bookings take longer because of the supply chain.

A traveller should check the booking status before purchasing a duplicate replacement.

Double booking can occur when a user assumes the first transaction failed and immediately books again.

The platform terms advise users to contact Traveloka before creating a second similar booking.

The supplier confirmation should also be checked for critical travel.

Flights

Traveloka offers domestic and international flights and airline add-ons.

The traveller should verify:

• full passenger name;
• route;
• airport;
• date;
• flight;
• fare;
• baggage;
• seat;
• meal;
• transit;
• refund;
• reschedule;
• and no-show.

The airline’s conditions of carriage apply.

Traveloka cannot act beyond an airline instruction in many refund or schedule-change cases.

International travel remains the traveller’s responsibility for passport, visa, transit, insurance, vaccination and other entry requirements.

Traveloka may provide travel information, but it cannot guarantee entry into a country.

A valid airline booking reference and e-ticket number should be confirmed.

Airline content pages

Traveloka publishes detailed airline and destination pages.

Some current pages include schedule, baggage, fare, route and travel guidance.

These pages can be useful, but they should not replace the airline’s official source.

An airline can change:

• schedule;
• aircraft;
• baggage;
• check-in;
• fare;
• and policy.

The traveller should verify material facts through the carrier before departure.

Search-engine-oriented content can also contain simplified or future-looking information.

UKMS should not treat every Traveloka editorial page as an authoritative airline document.

The actual product terms and airline record control the journey.

Refunds

Traveloka’s Terms explain that refund approval and format can depend on the supplier.

Traveloka can deduct reasonable merchant, bank, interchange and service fees incurred in the refund or reversed-payment process where permitted.

A supplier can offer travel credit or another alternative through Traveloka.

If the customer accepts a Traveloka coupon, point, voucher or code as an alternative refund, the right to a cash refund may be released according to the terms.

The user should compare:

• cash;
• original-payment refund;
• travel voucher;
• points;
• and supplier credit.

A paid booking that fails to issue can be automatically refunded to the original method or a designated bank account.

Refund processing can still take time after platform approval.

Hotels and accommodation

Traveloka offers hotels, resorts, apartments, villas, homestays and other temporary accommodation.

The user needs to check:

• room type;
• occupancy;
• bed;
• meal;
• tax;
• deposit;
• check-in;
• check-out;
• cancellation;
• and special request.

Accommodation data can come from the property or a distribution partner.

The Terms specifically note that some accommodation inventory can be provided through EAN.com L.P. or an affiliate, subject to that supplier’s terms.

This is a concrete example of supply-chain layering.

A Traveloka voucher should be confirmed with the property for a high-stakes stay.

Star ratings and badges are not guaranteed by Traveloka.

Property rules remain applicable.

Pay near stay date

Traveloka provides a “pay near stay date” feature for eligible accommodation.

The feature can allow the traveller to secure a booking with a card and postpone the actual charge until a specified date.

If the card cannot be charged on the payment date, the booking can be cancelled.

The customer may not be able to change the payment method after booking.

Some coupons, points, add-ons and instalments can be unavailable under this feature.

A later payment does not make the room risk-free.

The traveller should ensure sufficient card limit before the charge date.

Reschedule can become available only after payment and can still incur cancellation fees.

Ground transport

Ground transport in the Terms includes:

• car rental;
• airport transfer;
• shuttle;
• taxi;
• train;
• bus and travel;
• JR pass;
• and related add-ons.

Each supplier has separate rules.

A train ticket follows the railway operator.

A bus or shuttle follows the operator and pickup location.

An airport transfer depends on driver, vehicle, waiting time and flight information.

A car rental can require deposit, licence, inspection, insurance and return conditions.

Travellers should not treat all ground transport as one homogeneous service.

A supplier can reject a driverless rental after verification.

Driverless car rental

The Terms state that a driverless-car supplier can require background checks, document submission and contact verification.

The supplier can reject or cancel the booking if the renter does not pass.

The booking can be refunded, but Traveloka does not promise additional compensation.

The renter is responsible for the vehicle during the rental period, including belongings, fines, accidents and damage, subject to supplier terms and applicable law.

The user should check:

• licence;
• age;
• deposit;
• insurance;
• excess;
• mileage;
• fuel;
• and inspection.

A vehicle defect dispute can require investigation and authority or supplier resolution.

Xperience and activities

Traveloka’s activities catalogue can include attractions, theme parks, museums, sightseeing, tours, cruises, sport, spa, workshops, classes and events.

The supplier operates the activity unless Traveloka explicitly says otherwise.

Users need to inspect:

• operator;
• date;
• session;
• age;
• physical requirement;
• weather;
• equipment;
• insurance;
• cancellation;
• and redemption.

A flexible-booking label has product-specific conditions.

A rating does not certify safety.

A cruise or outdoor activity can have regulatory and physical risk beyond a simple e-ticket.

The user should preserve the voucher and operator contact.

Activities sold by an overseas Traveloka entity can involve cross-border data and supplier terms.

Traveloka for Corporates

Traveloka for Corporates is a dedicated corporate-travel platform active in 2026.

The current website states that it provides:

• flight and hotel booking;
• travel-policy management;
• approval;
• centralised payment;
• reporting;
• corporate codes;
• API integration;
• HRIS integration;
• and dedicated support.

The site lists Traveloka Campus in BSD, Banten, as the office contact.

Corporate users can use invoicing or credit-card payment according to the public FAQ.

Companies can create approval hierarchies based on department, role or travel budget.

The product is distinct from the consumer application.

The current public FAQ says flights and hotels are the primary bookable products, while more products remain in development.

Corporate contract

A corporate buyer should request:

• contracting entity;
• onboarding;
• implementation;
• credit limit;
• payment term;
• service fee;
• change fee;
• refund;
• after-hours support;
• duty of care;
• traveller tracking;
• and data export.

The company should define:

• administrator;
• employee;
• travel arranger;
• approver;
• finance;
• and auditor.

Corporate-code application needs testing.

Travel policy should not block necessary emergency travel without an override.

API and HRIS integration require technical security and change management.

When the contract ends, traveller profiles, invoices, reports, unused tickets and credits should be exported.

Traveloka Priority and points

Traveloka offers loyalty programmes, including Traveloka Priority and Traveloka Points.

Priority tiers can provide exclusive perks, early deals, special service or other benefits.

Points can be earned and redeemed under programme rules.

They are not cash or bank deposits.

Account suspension or deletion can affect points, priority, coupons, gamification, referrals and other account benefits.

Users should understand:

• qualification;
• expiration;
• earning;
• refund reversal;
• transfer;
• and closure.

Supplier perks can be subject to availability.

A loyalty badge is not a guarantee that a specific hotel or airline will honour an unstated request.

TPayLater

TPayLater is provided by PT Caturnusa Sejahtera Finance.

The official Help Center states that Caturnusa is a financing company licensed and supervised by OJK.

The product provides instalment financing with a tenor of one to twelve months for eligible Traveloka and partner-merchant purchases.

It is not peer-to-peer lending.

The financing source can come from Caturnusa and cooperating partners.

The user should inspect:

• credit limit;
• interest;
• service fee;
• tenor;
• late charge;
• collection;
• credit reporting;
• insurance;
• and early settlement.

A booking refund does not automatically eliminate financing obligations immediately.

Refund and TPayLater

Traveloka’s Terms state that cancellation or refund does not automatically settle outstanding TPayLater obligations.

The borrower remains bound by the financing agreement until released.

A PayLater refund can return to the PayLater limit or follow a separate bank-transfer path depending the transaction and amount paid.

The user may need to continue paying instalments while a supplier refund is processed.

Financing fees can remain payable under the product rules.

This creates a material mismatch between travel refund timing and loan obligations.

The borrower should obtain written reconciliation from both Traveloka and Caturnusa.

Do not stop paying solely because a travel request was cancelled.

Receivable transfer

The official TPayLater Help Center states that PT Caturnusa Sejahtera Finance can transfer receivables to third parties.

One disclosed scenario involves PT Bank Aladin Syariah Tbk.

In that case, the structure can be adjusted to a qardh-based arrangement with service fees described in the app.

The user should read the receivable-transfer notice.

A change in creditor can affect:

• payment destination;
• statement;
• communication;
• and legal relationship.

It does not mean the user is released from the debt.

The borrower should verify any new payment instruction through official in-app channels.

Never transfer based only on a phone message.

TPayLater partners

Traveloka states that Caturnusa also cooperates with financial institutions such as PT Bank Negara Indonesia (Persero) Tbk and PT Astra WeLab Digital Arta for TPayLater operations.

This reinforces that TPayLater is a multi-party financing ecosystem.

Each partner has a defined role.

Traveloka is the travel platform; Caturnusa is the financing company; funding or receivable partners can be banks or other licensed institutions.

Users should understand who:

• approves;
• funds;
• bills;
• collects;
• reports;
• and handles complaints.

A Traveloka brand logo should not blur the regulated legal entity.

Traveloka Mandiri Card

Traveloka also participates as a co-branding partner for Traveloka Mandiri Card.

The card agreement identifies PT Trinusa Travelindo as Traveloka and Bank Mandiri as the card issuer.

The card relationship is separate from TPayLater.

Credit approval, interest, billing, chargeback and collection follow Bank Mandiri’s card terms.

Travel rewards and co-branding benefits can change.

A refund for a travel transaction can take time to reconcile with the card account.

The customer should not interpret PT Trinusa Travelindo as the lender or issuer.

Bank and Traveloka complaints can require different channels.

Payment entity in Indonesia

Official anti-fraud pages state that Traveloka’s official bank-transfer account is under PT Trinusa Travelindo.

The user should reject payment instructions to a personal account.

The bank-account name is one of the strongest public signals for the Indonesian commercial entity.

However, the global Terms state that Traveloka Services Pte. Ltd. provides platform services.

This means one transaction can involve different group entities by country, service or role.

The booking page, invoice, bank account, privacy notice and product terms should be read together.

UKMS should not reduce the group to one legal name.

Fraud prevention

Traveloka maintains official fraud-warning pages.

Common risks include:

• fake customer service;
• personal bank accounts;
• fake refund;
• fake job or prize;
• phishing;
• and account takeover.

The user should use the official Traveloka website and app.

Traveloka’s official anti-fraud content says official bank transfer is under PT Trinusa Travelindo.

Do not share OTP, password or remote-access permission.

A support agent should not ask the customer to install screen-sharing software for payment.

Airline tickets should be verified with the airline.

Refund links should be opened from the app or official domain.

User account security

The Terms require users to protect username, password, email and phone.

Traveloka recommends strong passwords and available two-step verification or third-party authentication.

A recycled phone number can create account-access risk.

Users should update phone and email promptly.

Traveloka can suspend or delete an account for fraud, prohibited conduct, sanctions, repeated payment failure or other violations under the terms.

A suspended user can still have outstanding TPayLater obligations.

An account-deletion request requires no ongoing bookings, refunds or PayLater applications according to Help Center guidance.

Users should export records before permanent deletion.

Privacy Notice

The current Privacy Notice is issued by Traveloka Services Pte. Ltd. and the Traveloka group of companies.

It covers users, non-logged-in visitors, corporate representatives, vendors, suppliers and business partners.

The notice says personal data can be obtained directly, from representatives or employers, and from third parties such as payment processors, financial institutions, public authorities, social login services, CCTV and media.

Data categories include:

• identity;
• nationality;
• date and place of birth;
• passport or government ID;
• booking;
• hotel;
• activity;
• insurance;
• beneficiary;
• payment;
• device;
• and communication.

Users who provide data about travel companions are responsible for informing them and obtaining consent where required.

Cross-border privacy

Traveloka operates across multiple countries.

The privacy notice is group-based and directs complaints to the Traveloka Group Data Protection Office at privacy@traveloka.com.

Travel and financial services can require data sharing with:

• airlines;
• hotels;
• attractions;
• ground-transport providers;
• insurers;
• lenders;
• payment processors;
• group entities;
• authorities;
• and overseas suppliers.

Corporate customers need a DPA that identifies the local contracting entity and relevant processors.

Passport, itinerary and financial data are highly sensitive in operational terms even when legal categories differ.

Retention, transfer and deletion should be reviewed product by product.

Security

The Terms state that Traveloka uses TLS or SSL encryption to protect information in transit.

This is a basic control, not a complete security certification.

Enterprise diligence should ask for:

• access control;
• MFA;
• encryption at rest;
• logging;
• penetration testing;
• vulnerability disclosure;
• incident response;
• RTO;
• RPO;
• and supplier-security governance.

The site provides a Vulnerability Disclosure Program link.

Traveloka’s financial products add credit and identity data to the travel-data environment.

A supplier breach can also affect travellers.

The profile did not verify current ISO 27001, PCI DSS or SOC reports for all group entities.

User-generated content

The Terms give Traveloka broad rights to use reviews and content submitted by users.

Content can be screened by algorithms and staff.

Users should not upload confidential information or personal data of another person without permission.

Travel photos can reveal:

• location;
• faces;
• children;
• documents;
• and travel dates.

A review can be edited, moderated or removed.

The terms grant broad commercial-use rights over submitted content.

The user should read the content licence before uploading valuable photography or original travel guides.

A supplier review remains opinion, not verification.

Travel vouchers and alternative refunds

Traveloka can offer travel vouchers or codes as an alternative refund.

The user should inspect:

• validity;
• eligible product;
• account binding;
• currency;
• minimum spend;
• transferability;
• and refundability.

A voucher can expire.

A voucher accepted instead of cash may release the cash-refund obligation.

Corporate travellers need to know whether a voucher belongs to the company or employee.

Unused vouchers should be included in offboarding and accounting.

TPayLater refunds can follow a separate mechanism.

Do not compare a voucher’s face value with cash without considering restrictions.

Pricing and service fees

Traveloka can charge facilitation, convenience, cross-border, merchant, bank or other service fees where permitted.

Taxes and fees can be non-refundable.

The final payment page should show the amount.

A browsing price can change before checkout.

A “real mistake” or obvious pricing error can lead to booking rejection or cancellation under the terms.

Users should not rely on an implausibly low price.

Foreign-currency transactions can generate card-issuer fees.

A supplier can also collect deposits or local taxes at the property.

Corporate users need fee transparency for reporting.

Current operations

Traveloka’s global Terms, Privacy Notice, consumer site, Help Center and corporate site were active in July 2026.

Traveloka for Corporates displayed copyright 2026 and current product information.

TPayLater pages remained active and named PT Caturnusa Sejahtera Finance.

Official anti-fraud pages continued to identify PT Trinusa Travelindo for Indonesian bank transfers.

These signals support active operation.

They do not prove supplier quality, refund speed, credit outcomes, security incident absence or current group profitability.

Questions before booking or contracting

1. Which Traveloka entity is the contracting party?
2. Is PT Trinusa Travelindo the Indonesian invoice and payment entity?
3. Which supplier provides the travel product?
4. Has a Confirmed Booking been issued?
5. What supplier-specific cancellation rule applies?
6. What fees can be deducted from a refund?
7. Is an alternative refund a voucher, point, supplier credit or cash?
8. Does TPayLater create a separate debt obligation?
9. Has any TPayLater receivable been transferred?
10. Which entities and countries receive personal data?
11. What corporate integration and security commitments apply?
12. How are reports, unused tickets, credits, vouchers and traveller profiles exported at termination?

Verification status and limitations

Confirmed:

• The current Terms name Traveloka Services Pte. Ltd. as the platform-service entity.
• Official Indonesian fraud pages identify PT Trinusa Travelindo as the official bank-transfer account name.
• PT Caturnusa Sejahtera Finance provides TPayLater and is licensed and supervised by OJK according to official Traveloka pages.
• Current products include flights, accommodation, ground transport, activities, financial services and other travel-related products.
• Traveloka for Corporates is active in 2026.
• Terms were last modified 1 July 2025 and remained active in 2026.
• Privacy Notice applies across the Traveloka group.
• TPayLater receivables can be transferred to third parties.
• Account deletion requires resolution of ongoing bookings, refunds or PayLater processes.

Self-reported:

• Regional platform scale.
• Inventory breadth.
• Corporate savings, responsiveness and efficiency.
• 24/7 customer support.
• Traveloka Priority and partner benefits.
• TPayLater convenience and competitive financing.

Unverified:

• Complete current group ownership and country-by-country entity chart.
• Indonesian travel and PSE licences.
• Supplier dispute and refund metrics.
• Current profitability and market share.
• Complete insurer and lender-partner map.
• ISO, PCI, SOC or other security certification scope.
• Security incident history and corporate-platform uptime.

Decision summary

Traveloka is a regional travel marketplace that combines travel distribution, corporate travel, loyalty, insurance and regulated consumer financing.

Its strengths are catalogue breadth, regional reach, supplier integration, corporate tooling and payment flexibility.

Its main risks are multi-entity complexity, supplier-dependent fulfilment, refund deductions, voucher substitution, PayLater obligations and cross-border data processing.

Traveloka is not classified as an UMKM. Its more accurate position is a regional travel and financial-services technology ecosystem.

SOURCE REGISTER

TVL-01

Title: Terms and Conditions of Use Publisher: Traveloka URL: https://www.traveloka.com/en-en/termsandconditions Last modified: 1 July 2025 Observed: 31 July 2026 Used for: Platform entity, products, suppliers, booking, refund, account, payment, PayLater and liability. Limitation: Country and product terms can designate other entities.

TVL-02

Title: Privacy Notice Publisher: Traveloka Services Pte. Ltd. and Traveloka Group URL: https://www.traveloka.com/en-au/privacy-notice Observed: 31 July 2026 Used for: Group controller framework, data categories, suppliers, corporate users and DPO. Limitation: Country-specific processing map requires additional notice or DPA.

TVL-03

Title: Traveloka Fraud Warning Publisher: Traveloka Indonesia URL: https://www.traveloka.com/id-id/help/general-info/learn-about-traveloka/traveloka-fraud/traveloka-fraud/beware-of-fraudsters-claiming-to-be-traveloka Observed: 31 July 2026 Used for: PT Trinusa Travelindo official bank-account name and fraud prevention. Limitation: Anti-fraud page, not a complete corporate registry.

TVL-04

Title: TPayLater Information Publisher: Traveloka / PT Caturnusa Sejahtera Finance URL: https://www.traveloka.com/id-id/help/travelokapay-product-paylater/product-information/application/application/about-paylater Observed: 31 July 2026 Used for: Financing entity, OJK status, tenor and non-P2P structure. Limitation: Financing agreement and current disclosure control.

TVL-05

Title: TPayLater Receivable Transfer Publisher: Traveloka / PT Caturnusa Sejahtera Finance URL: https://www.traveloka.com/id-id/help/travelokapay-product-paylater/product-information/application/application/receivable-transfer Observed: 31 July 2026 Used for: Receivable transfer and Bank Aladin Syariah example. Limitation: User-specific notice controls actual creditor.

TVL-06

Title: Traveloka for Corporates Publisher: Traveloka URL: https://corporates.ctv.traveloka.com/en-id Observed: 31 July 2026 Used for: Corporate travel, flights, hotels, approval, reporting, payment, API and HRIS. Limitation: Contract entity, fee and SLA require proposal.

TVL-07

Title: Payment Methods in Rupiah Publisher: Traveloka Indonesia URL: https://www.traveloka.com/id-id/help/general-info/general-information-payment/paying-in-idr/paying-in-idr/what-are-the-payment-methods-accepted-for-idr-transactions Observed: 31 July 2026 Used for: PT Trinusa Travelindo bank-transfer identity and payment options. Limitation: Methods change by booking.

TVL-08

Title: Account Deletion Publisher: Traveloka Help Center URL: https://www.traveloka.com/en-sg/help/profile-security/profile-security-info/general-information/general-information/delete-account Observed: 31 July 2026 Used for: Ongoing booking, refund and PayLater constraints before deletion. Limitation: Country and account conditions may differ.

TVL-09

Title: Pay Near Stay Date Publisher: Traveloka URL: https://www.traveloka.com/en-sg/traveloka-accommodation-pay-near-your-stay-date Observed: 31 July 2026 Used for: Delayed accommodation payment and card-failure risk. Limitation: Market and property availability vary.

TVL-10

Title: Traveloka Mandiri Card Terms Publisher: Bank Mandiri / Traveloka URL: https://dam.cnt.traveloka.com/d/01k1fc43ajv143v7aegb2x501j.pdf Observed: 31 July 2026 Used for: PT Trinusa Travelindo co-branding role and Bank Mandiri issuer separation. Limitation: Card-specific and versioned document.

QA NOTES

Duplicate status: Traveloka, Traveloka Services Pte. Ltd., PT Trinusa Travelindo, PT Caturnusa Sejahtera Finance, TPayLater, Traveloka for Corporates, Priority, Points and co-branded cards require separate nodes. Conflict status: High country-entity, supplier, refund, financing, voucher, loyalty and cross-border privacy risk. Missing data: Complete group chart, licences, supplier metrics, insurer map, financial condition, security certificates, incidents and corporate uptime. Publish status: Draft.