By booking a flight through Shopee, you agree to be bound by these General Terms & Conditions and the Shopee Terms of Service.
1. Platform and Flight Pricing
1.1 Shopee acts as a platform provider, enabling Traveloka to offer and sell flight tickets to customers through the Shopee platform.
1.2 Shopee and Traveloka facilitate the booking of flights but do not operate the flights or provide the underlying airline services. The provision of airline services, including in-flight services, aircraft operations, flight schedules and punctuality, is the responsibility of the relevant airline.
1.3 Flight prices displayed on Shopee are dynamic and may change at any time, including during or after a customer’s search. Once a booking has been successfully confirmed and the Booking PNR has been issued, any subsequent changes to the flight price will not affect the price of the confirmed booking.
1.4 Each booking is limited to a maximum of seven (7) passengers. Group bookings are not available.
2. Booking Confirmation
2.1 Customers will receive an update on their booking status within four (4) hours of completing the booking.
2.2 Once the booking is confirmed, the Booking PNR (airline booking number) will be sent to the email address provided during the booking process.
2.3 A booking will only be considered confirmed once the Booking PNR has been issued. If the Booking PNR is not received within four (4) hours, please contact Shopee Customer Support for assistance.
2.4 If a booking cannot be issued, for example because the tickets are no longer available, the booking will not be confirmed and Shopee will refund the full amount paid to the customers.
3. Flight Changes, Cancellations and Delays
3.1 Customers cannot change their travel date or time after booking. Any changes, where permitted, are subject to the relevant airline’s policies and applicable fees.
3.2 If an airline cancels a flight or changes the scheduled departure time, and Traveloka is notified by the airline, customers will be notified via the email address provided during the booking process. Airlines may cancel or change flight schedules at short notice and without prior notification.
3.3 Airlines may cancel or reschedule flights, including changes to departure times, in accordance with their operational requirements and applicable policies.
3.4 Any rebooking options, alternative travel dates and compensation, where applicable, are subject to the relevant airline’s policies.
3.5 Any claims, disputes or requests for compensation relating to airline services, including flight delays, cancellations, aircraft or service quality, should be directed to Shopee in the first instance. Shopee will facilitate communication with Traveloka and/or the relevant airline, where necessary. The resolution of such claims, disputes or requests will be subject to the applicable policies of the relevant airline and/or Traveloka.
4. Passenger Name and Name Corrections
4.1 Customers are not permitted to change the passenger’s name after a booking is confirmed.
4.2 If a spelling correction is required, customers should contact the airline directly for domestic flights.
4.3 For international flights, customers should contact Shopee Customer Support at least seven (7) days before the travel date, and Shopee will liaise with the airline on the customer’s behalf.
4.4 Name correction requests are subject to the relevant airline’s policies and approval. Fees may apply to name or spelling corrections, and the applicable fee will depend on the relevant airline’s policy.
5. Additional Services
5.1 For additional services, such as purchasing additional baggage allowance, please contact Shopee Customer Support.
5.2 The availability and applicable fees for additional services are subject to the relevant airline’s policies.
6. Refunds
6.1 Customers may submit a refund request only where the booking is eligible for a refund under the applicable airline’s policies, including:
The flight is marked as refundable;
The flight has been cancelled or significantly delayed by the airline; or
The customer is affected by an eligible unforeseen circumstance, subject to the airline’s applicable policies and supporting documentation requirements, including:
The death of the traveller or the traveller’s parent, child or sibling, where applicable official documentation must be provided;
Hospitalisation or surgery of the traveller or the traveller’s parent, child or sibling, where applicable medical documentation must be provided;
Natural disasters or other force majeure events, such as earthquakes, epidemics or airport closures; or
Terrorist attacks or other events recognised by the relevant airline as eligible circumstances.
6.2 Where a refund is applicable, the refund may be provided to the original payment method or, where offered by the applicable airline or Traveloka, in the form of a voucher issued by the airline or Traveloka.
6.3 Such vouchers may be used directly on the applicable airline’s or Traveloka’s website for future bookings or other eligible services, subject to the respective airline’s or Traveloka’s terms and conditions. These vouchers are not Shopee Travel vouchers and cannot be used to make bookings on the Shopee platform.
6.4 Refund eligibility, refund amount, refund method, processing time and any applicable terms and conditions are determined by the relevant airline and/or Traveloka, as applicable. Shopee does not determine the airline’s refund policy or processing requirements.
7. Receipts and Tax Invoices
7.1 Shopee and Traveloka do not issue receipts or tax invoices on behalf of airlines.
7.2 As the airline is the provider of the flight service, the issuance of receipts or tax invoices, where applicable, is the responsibility of the relevant airline and is subject to the applicable tax and invoicing requirements.
8. Disclaimer
8.1 For the avoidance of doubt, unless otherwise agreed by Shopee in writing, Shopee shall not be liable and/or responsible for any losses, damages, charges, expenses and/or fees incurred by you in relation to your use of Services.
8.2 In the event of any conflict between these Terms and Conditions and the Traveloka terms and conditions located at https://www.traveloka.com/en-en/termsandconditions, (“Traveloka T&Cs”), these Terms of Conditions shall prevail over the Traveloka T&Cs.
8.3 Shopee reserves the right to vary, delete or add to any of the terms and conditions of these Terms and Conditions at any time at Shopee’s absolute discretion without prior notice.
9. Data Sharing
9.1 By making a booking, you acknowledge that the personal data and booking information you provide (including passenger details) will be shared with Traveloka and, where necessary, the relevant airlines and service providers for the purpose of completing, issuing and administering your booking, in accordance with the Shopee Privacy Policy and, where processed by Traveloka, the Traveloka Privacy Policy at https://www.traveloka.com/en-sg/privacy-notice.