Depending on the airline's policy, your request may have different outcomes:
You may be allowed to submit the request via Shopee.
You may be required to contact the airline directly to make the request.
You may not need to make any changes to the passenger details.
In some cases, corrections or changes may not be allowed by the airline.
⚠️ Note
Processing time depends on the airline's working hours (usually Monday–Friday, 09:00–17:00).
Some airlines may charge handling or correction fees.
Please prepare the necessary documents before submitting a request, such as your national identity card, passport, and flight e-ticket.
Any correction is subject to the airline's policy and approval.
If you need to correct your passenger details, please contact Shopee Customer Service for assistance. Our Customer Service team will advise you on the next steps based on the airline's policy.
2. Can I make the update directly with the airline?
Below are the instructions on how to submit your name correction request directly to your airline.
There are two important things you need to know before proceeding:
Before contacting the airline, make sure you have the following documents ready:
- Your e-ticket: You can find your e-ticket and flight code in your email or the Shopee App > Order Detail Page.
- National ID card and/or passport: Your passport or ID card serves as the main reference for the correct passenger name.
- Contact during airline's office hours: Most airlines operate Monday-Friday, 09:00-17:00 (local time), excluding national public holidays.
b. Where to submit your request
Not all airlines use the same communication channels, but they will usually provide at least one of the following options for you to reach them:
- Airline's check-in counter at the airport
- Branch offices
- Airline's official website
- Email address
- Phone number
- WhatsApp number
Once you're in touch with their staff, please follow their instructions carefully to complete your request. Their staff will be happy to assist you.
3. What to Do If I’m Not Allowed to Change or Correct the Passenger Name on My Flight Ticket?
When you submit a name correction request, the airline may determine that name changes or corrections are not allowed for your booking.
If this happens, you may request a refund and make a new booking. You can submit a refund request through Shopee, subject to the fare and airline's refund policy. If your booking is eligible for a refund, you may then make a new booking with the correct passenger name.
Can I change or correct the passenger name by rescheduling my flight?
No. Rescheduling your flight does not allow you to change or correct the passenger name. Any name change or correction is subject to the applicable airline's name correction policy.
4. Can I select a preferred meal or seat for my flight?
Shopee does not manage or control the airline's seat allocation or meal options. The availability of seat and meal selections depends on the airline and your flight.
If you have a preferred seat or meal, you may:
Check and select your preferred seat or meal through the airline's website, where available; or
Contact the airline directly to check if your preferred seat or meal can be arranged.
Please have your Booking Code ready when contacting the airline. We recommend making your request as early as possible, as seat and meal selections are subject to the airline's availability and policy. Additional fees may apply for certain seat or meal selections.
5. What happens if my flight is rescheduled by the airline?
Airlines may reschedule flights due to weather conditions, operational reasons, or other circumstances. If there is a change to your flight schedule, Shopee and the airline will notify you through the contact details provided in your booking.
If your flight has been rescheduled by the airline, you may be offered one of the following options, depending on the airline's policy and the type of schedule change:
Accept the revised flight schedule; or
Request a flight change or refund, if eligible.
Your eligibility for a free reschedule, reschedule with an additional fee, or refund depends on the airline's policy and the applicable terms of your booking.
Please note that the final refund amount is subject to the airline's assessment and approval and may differ from the initial paid amount.
Please check the notification from the airline or Shopee for details on the available options and eligibility. If you need further assistance, please contact Shopee Customer Service.
6. What happens if my flight is cancelled by the airline?
Airlines may cancel flights due to weather conditions, operational reasons, or other circumstances. If your flight is cancelled, the airline and/or Traveloka will notify you through the contact details provided in your booking.
If your flight has been cancelled by the airline, you may be offered one of the following options, depending on the airline's policy and the circumstances of the cancellation:
Accept an alternative flight; or
Request a refund, if eligible.
If you choose to request a refund, please select “Cancelled by airline” as the refund reason when submitting your request through Shopee.
Please note that the final refund amount is subject to the airline's assessment and approval and may differ from the initial paid amount.
Please check the notification from the airline or Shopee for details on the available options and eligibility. If you need further assistance, please contact Shopee Customer Service.
7. How do I reschedule my flight?
If your flight is non-reschedulable, the ticket cannot be rescheduled once your booking has been confirmed. You can check whether your flight is reschedulable on the Order Details Page before and after checkout.
If your flight is reschedulable, you may submit a reschedule request to Shopee Customer Service at least 120 hours before the scheduled departure time. All reschedule requests are subject to the applicable airline's policy, availability, and approval.
Additional fees may apply, depending on the airline's policy and the new flight selected.
For further assistance, please contact Shopee Customer Service.
8. How can I cancel my flight ticket?
You may check whether your ticket is refundable on the Order Details Page and submit a refund request through the Shopee App.
Please note that all refund requests are subject to the applicable airline's policy and approval and must be submitted at least 120 hours before the scheduled departure time.
If your cancellation and refund request is approved by the applicable airline, Shopee will process the refund based on the amount determined by the airline. The refund may be issued via either:
Refund to the original payment method; or
Refund voucher that can be used on the airline's or Traveloka's website, depending on the airline's policy. The voucher cannot be used on the Shopee App.
For further assistance, please contact Shopee Customer Service.
9. How much will I get from my flight refund?
The final refund amount depends on the applicable airline's refund policy, cancellation fees, and other applicable charges.
In some cases, the airline may charge a cancellation fee that could be up to 100% of the booking amount, which means you may receive little or no refund.
10. How Long Will It Take to Process My Refund Request?
Refund requests may take 45-180 days to process from the date your refund request is submitted.
The processing time depends on the applicable airline's refund policy and processing time. Please note that the actual refund timeline may vary depending on the airline and your booking.