Panduan Pengguna User Guide

Express Bahari Mobile merupakan aplikasi berbasis Android yang membantu penumpang kapal cepat Express Bahari mendapatkan informasi promo, berita dan jadwal keberangkatan, serta melakukan pemesanan tiket.

Aplikasi juga memuat fitur pengelolaan akun, poin loyalitas, kupon promo, dan check-in online.

Express Bahari Mobile is an Android app that helps Express Bahari fast-boat passengers get promotions, news and departure schedules, and book tickets.

The app also provides account management, loyalty points, promo coupons, and online check-in.

Prosedur pemesanan

1. Periksa jadwal keberangkatan kapal pada menu jadwal di halaman utama.
2. Buka menu Pesan dan pilih rute pelayaran serta tanggal keberangkatan.
3. Masukkan jumlah penumpang dan lengkapi data identitas.
4. Gunakan kode promo atau kupon apabila tersedia.
5. Pilih kelas tiket dan periksa kembali seluruh informasi.
6. Pilih metode pembayaran dan lakukan pembayaran sebelum batas waktu.
7. Setelah pembayaran terverifikasi, e-ticket diterbitkan. Selanjutnya pilih kursi yang diinginkan.

Ketentuan pemesanan

• Maksimal 8 orang dalam satu transaksi, termasuk anak dan bayi/infant.
• Jika jumlah penumpang lebih dari 8 orang, Anda dapat melakukan pemesanan tambahan.
• Jika batas waktu pembayaran terlewati, pesanan otomatis gagal diproses dan harus dibuat ulang.
• Jika e-ticket aktif tetapi kursi belum dipilih sampai hari keberangkatan, sistem memilihkan kursi secara otomatis.

How to book

1. Check the ship departure schedule in the schedule menu on the home page.
2. Open the Book menu and choose the route and departure date.
3. Enter the number of passengers and complete their identity details.
4. Apply a promo code or coupon if available.
5. Choose the ticket class and review all the information.
6. Choose a payment method and pay before the deadline.
7. Once payment is verified, your e-ticket is issued. You can then choose your preferred seats.

Booking terms

• A maximum of 8 people per transaction, including children and infants.
• For more than 8 passengers, simply make an additional booking.
• If the payment deadline passes, the booking fails automatically and must be made again.
• If your e-ticket is active but no seat has been chosen by the departure day, the system assigns seats automatically.

• DOKU — masukkan nomor akun atau email dan password; saldo dipotong setelah pembayaran terverifikasi.
• Kartu kredit — masukkan nomor kartu, tanggal kedaluwarsa, CVV, lalu kode OTP.
• LinkAja — masukkan nomor akun atau ponsel dan password; pastikan saldo cukup.
• OVO — masukkan nomor akun atau ponsel, lalu selesaikan pembayaran melalui aplikasi OVO.
• Transfer bank — CIMB Niaga, ATM Bersama, Mandiri, BNI, BCA, dan BRI.
• Alfamart — berikan kode pembayaran kepada kasir dan bayar sesuai nominal transaksi.

Ketersediaan metode pembayaran dapat berubah sewaktu-waktu.

• DOKU — enter your account number or email and password; the balance is deducted once payment is verified.
• Credit card — enter the card number, expiry date, CVV, then the OTP code.
• LinkAja — enter your account or phone number and password; make sure your balance is sufficient.
• OVO — enter your account or phone number, then complete the payment in the OVO app.
• Bank transfer — CIMB Niaga, ATM Bersama, Mandiri, BNI, BCA, and BRI.
• Alfamart — give the payment code to the cashier and pay the transaction amount.

Available payment methods may change at any time.

Refund dilakukan melalui menu e-ticket aktif: pilih tiket, tekan tombol Refund, lalu ikuti prosedur yang tersedia.

Ketentuan refund

• Batas pengajuan: maksimal H-1 sebelum keberangkatan.
• Potongan refund: 50% dari total pembayaran.
• Biaya administrasi: Rp15.000 per transaksi.
• Waktu pengembalian dana: maksimal 30 hari kerja.
• Nama rekening: harus sesuai dengan nama akun aplikasi dan/atau nama penumpang pada invoice.
• Setelah check-in online: refund tidak dapat dilakukan.
• Pengecualian: pengembalian dana 100% dimungkinkan dalam situasi dan kondisi tertentu.

Catatan

• Tiket dianggap kedaluwarsa apabila melewati batas waktu refund yang ditentukan.
• Biaya administrasi sudah mencakup biaya pengembalian dana antarbank jika terdapat perbedaan bank.
• Untuk tiket pulang-pergi dalam satu e-ticket, batas H-1 dihitung dari tanggal keberangkatan pergi.

Refunds are requested from the active e-ticket menu: select the ticket, tap Refund, then follow the steps provided.

Refund terms

• Request deadline: no later than 1 day (D-1) before departure.
• Refund deduction: 50% of the total payment.
• Administration fee: IDR 15,000 per transaction.
• Refund processing time: up to 30 working days.
• Bank account name: must match the app account name and/or the passenger name on the invoice.
• After online check-in: refunds are not possible.
• Exception: a 100% refund may be possible in certain situations and conditions.

Notes

• A ticket is considered expired once the refund deadline has passed.
• The administration fee already covers interbank transfer costs if the banks differ.
• For round-trip tickets in one e-ticket, the D-1 deadline is counted from the outbound departure date.

Perubahan jadwal dilakukan melalui menu e-ticket aktif: pilih tiket, tekan tombol Reschedule, ikuti prosedur, lalu selesaikan pembayaran.

• Batas pengajuan maksimal H-1 sebelum keberangkatan.
• Biaya reschedule sebesar 25% dari total pembayaran ditambah biaya layanan.
• Reschedule berhasil setelah pembayaran selesai.
• Setelah perubahan, periksa kembali tiket Anda dan pilih kursi kembali.
• Reschedule tidak dapat dilakukan setelah check-in online.
• Untuk tiket pulang-pergi dalam satu e-ticket, batas waktu dihitung dari tanggal keberangkatan pergi.

Schedule changes are made from the active e-ticket menu: select the ticket, tap Reschedule, follow the steps, then complete the payment.

• Requests must be made no later than 1 day (D-1) before departure.
• The reschedule fee is 25% of the total payment plus a service fee.
• The reschedule is complete once payment is finished.
• After the change, check your ticket again and choose your seats again.
• Rescheduling is not possible after online check-in.
• For round-trip tickets in one e-ticket, the deadline is counted from the outbound departure date.

• Poin dihitung berdasarkan kelipatan Rp1.000 dari pembelian tiket, tidak termasuk biaya layanan.
• Poin diterima setelah penumpang melakukan check-in.
• Poin dari transaksi yang direfund akan hilang.
• Poin dari transaksi reschedule tetap mengikuti poin awal.
• Poin hanya diberikan untuk transaksi berbayar dan tidak memiliki masa berlaku.
• Poin dapat dilihat melalui menu Akun → Poin atau tombol di bagian kanan atas halaman utama.
• Jika poin belum bertambah, tunggu 5 menit lalu hubungi hotline apabila masalah berlanjut.

• Points are calculated in multiples of IDR 1,000 of the ticket purchase, excluding service fees.
• Points are credited after the passenger checks in.
• Points from refunded transactions are forfeited.
• Points from rescheduled transactions follow the original points.
• Points are only given for paid transactions and do not expire.
• View your points in Account → Points or via the button at the top right of the home page.
• If your points have not been added, wait 5 minutes, then contact the hotline if the problem persists.

• Kupon diperoleh melalui penukaran poin atau kupon yang tersedia.
• Satu kupon berlaku untuk satu transaksi dan tidak dapat digabung dengan kupon atau promo lain dalam transaksi yang sama.
• Transaksi menggunakan kupon tidak dapat direfund, di-reschedule, atau di-upgrade.
• Kupon tiket gratis tidak menghasilkan poin, dan kupon tidak dapat ditukar dengan uang atau bentuk lain.
• Kupon yang digunakan untuk tiket yang kemudian dibatalkan akan hangus.
• Promo permanen tidak memiliki batas penggunaan harian; promo spesial hanya untuk satu transaksi per hari.
• Tiket promo permanen dapat direfund sesuai ketentuan, sedangkan tiket promo spesial tidak dapat direfund.
• Express Bahari berhak mengubah syarat dan ketentuan sewaktu-waktu tanpa pemberitahuan.

Cara menggunakan kupon

• Menukarkan poin: halaman utama → pilih kupon → Tukar Poin Anda.
• Menggunakan kupon: menu Pesanan → Gunakan Kupon dan Promo.
• Melihat kupon: menu Akun → Poin Saya → Kupon Saya.

• Coupons are obtained by redeeming points or from available coupons.
• One coupon applies to one transaction and cannot be combined with other coupons or promotions in the same transaction.
• Transactions using a coupon cannot be refunded, rescheduled, or upgraded.
• Free-ticket coupons do not earn points, and coupons cannot be exchanged for cash or anything else.
• A coupon used for a ticket that is later cancelled is forfeited.
• Permanent promotions have no daily usage limit; special promotions are limited to one transaction per day.
• Permanent promo tickets can be refunded under the applicable terms, while special promo tickets cannot be refunded.
• Express Bahari reserves the right to change the terms and conditions at any time without notice.

How to use coupons

• Redeem points: home page → choose a coupon → Redeem Your Points.
• Use a coupon: Orders menu → Use Coupons and Promotions.
• View coupons: Account menu → My Points → My Coupons.

Program membership memiliki empat tingkatan: Silver, Gold, Platinum, dan Diamond.

• Tier ditentukan berdasarkan jumlah pembelanjaan selama periode dua tahun.
• Setiap tier memiliki keuntungan berbeda yang dapat dilihat melalui Akun → Poin → Keuntungan Tier.
• Tier dapat turun satu tingkat setiap dua tahun sejak transaksi pertama pada aplikasi.
• Tier dapat dipertahankan apabila Anda terus memenuhi batas transaksi minimum yang berlaku.

The membership program has four tiers: Silver, Gold, Platinum, and Diamond.

• Your tier is determined by your total spending over a two-year period.
• Each tier has different benefits, which you can view in Account → Points → Tier Benefits.
• Your tier may drop one level every two years from your first transaction in the app.
• You can keep your tier by continuing to meet the applicable minimum transaction amount.

• Check-in online tersedia untuk tiket yang dibeli melalui aplikasi dan dilakukan sendiri oleh penumpang melalui akun aplikasi.
• Check-in dapat dilakukan mulai H-1 dan berakhir maksimal pukul 03.00 WIB pada hari keberangkatan.
• Untuk tiket pulang-pergi, perhitungan mengikuti pemakaian tiket pertama atau tiket pergi.
• Setiap penumpang wajib memiliki boarding pass elektronik sendiri dengan barcode 2D.
• Identitas penumpang harus sesuai dengan boarding pass; petugas berhak menolak boarding pass yang tidak sesuai.
• Petugas akan memeriksa notifikasi suara yang menandakan validasi boarding pass.
• Penumpang dengan boarding pass elektronik dapat langsung menuju pintu boarding tanpa melapor kembali ke loket.
• Setelah check-in online, refund, reschedule, upgrade, dan perubahan kursi pada boarding pass tidak dapat dilakukan.
• Barcode tiket sekali jalan hilang otomatis pukul 18.00 WIB pada hari keberangkatan.
• Untuk tiket pulang-pergi, boarding pass hilang setelah tiket pulang selesai digunakan.

• Online check-in is available for tickets bought through the app and is done by passengers themselves through their app account.
• Check-in opens 1 day before departure (D-1) and closes at 03:00 WIB (Western Indonesia Time) on the departure day at the latest.
• For round-trip tickets, the timing follows the first ticket used, i.e. the outbound ticket.
• Every passenger must have their own electronic boarding pass with a 2D barcode.
• Passenger identity must match the boarding pass; staff may refuse a boarding pass that does not match.
• Staff will listen for the sound notification confirming the boarding pass is valid.
• Passengers with an electronic boarding pass can go straight to the boarding gate without reporting to the counter again.
• After online check-in, refunds, rescheduling, upgrades, and seat changes on the boarding pass are not possible.
• One-way ticket barcodes disappear automatically at 18:00 WIB on the departure day.
• For round-trip tickets, the boarding pass disappears once the return ticket has been used.

• Mengubah data akun: Akun → Pengaturan → Data Pribadi → Ubah Data, lalu simpan.
• Pembayaran melewati batas waktu: pesanan otomatis gagal dan harus dibuat ulang.
• Sudah membayar tetapi e-ticket belum muncul: tunggu 5 menit, lalu hubungi hotline.
• Pesanan yang belum dibayar: periksa melalui Pesanan → Sedang Diproses → pilih pesanan dengan notifikasi merah → Pembayaran.
• Kursi belum dipilih: jika sampai hari keberangkatan belum dipilih, sistem memilihkan kursi secara otomatis.
• Poin belum bertambah: jika setelah 5 menit belum bertambah, hubungi hotline untuk pengecekan.

• Change account details: Account → Settings → Personal Data → Edit Data, then save.
• Payment deadline missed: the booking fails automatically and must be made again.
• Paid but the e-ticket has not appeared: wait 5 minutes, then contact the hotline.
• Unpaid bookings: check via Orders → In Process → choose the booking with the red notification → Payment.
• No seat chosen: if no seat is chosen by the departure day, the system assigns seats automatically.
• Points not added: if your points have not been added after 5 minutes, contact the hotline to have them checked.

• Jika kapal tidak berangkat karena cuaca buruk, penumpang menerima notifikasi melalui inbox aplikasi.
• Penumpang dapat mengajukan refund melalui tautan prosedur yang disediakan.
• Pengembalian dana mengikuti ketentuan refund yang berlaku.

• If a ship does not depart due to bad weather, passengers receive a notification in the app inbox.
• Passengers can request a refund through the procedure link provided.
• Refunds follow the applicable refund terms.

• Hotline Express Bahari: 0811-789-200 (juga melayani WhatsApp untuk pengecekan masalah pembayaran, e-ticket, dan poin).
• Kontak kantor cabang: expressbahari.com/hubungikami

• Express Bahari hotline: 0811-789-200 (also available on WhatsApp for payment, e-ticket, and points issues).
• Branch office contacts: expressbahari.com/hubungikami

Apa itu Express Bahari Mobile?

Aplikasi Android untuk informasi promo, keberangkatan, dan pemesanan tiket.

Bagaimana mengubah data akun?

Akun → Pengaturan → Data Pribadi → Ubah Data.

Berapa maksimal penumpang per transaksi?

8 orang, termasuk anak dan bayi.

Bagaimana jika batas pembayaran terlewati?

Pesanan otomatis gagal dan harus dibuat ulang.

Bagaimana jika sudah membayar tetapi e-ticket belum muncul?

Tunggu 5 menit, lalu hubungi hotline jika masalah berlanjut.

Di mana melihat pesanan yang belum dibayar?

Pesanan → Sedang Diproses → pilih pesanan → Pembayaran.

Bagaimana jika kursi belum dipilih?

Sistem memilihkan kursi otomatis jika belum dipilih sampai hari keberangkatan.

Apakah poin memiliki masa berlaku?

Tidak, poin tidak memiliki masa berlaku.

Bagaimana jika poin belum bertambah?

Tunggu 5 menit, kemudian hubungi hotline.

Apakah kupon bisa digunakan kembali setelah pembatalan?

Tidak, kupon hangus.

Apakah kupon bisa digunakan beberapa kali sehari?

Bisa, selama memenuhi syarat kupon.

Apakah promo memiliki batas harian?

Promo permanen tidak dibatasi; promo spesial hanya satu transaksi sehari.

Apakah tiket promo bisa direfund?

Promo permanen dapat direfund sesuai ketentuan; promo spesial tidak dapat direfund.

Bagaimana jika kapal batal akibat cuaca?

Penumpang menerima notifikasi dan dapat mengajukan refund sesuai ketentuan.

Apakah aplikasi tersedia untuk iOS?

Saat ini aplikasi Express Bahari Mobile hanya tersedia untuk Android.

What is Express Bahari Mobile?

An Android app for promotions, departure information, and ticket booking.

How do I change my account details?

Account → Settings → Personal Data → Edit Data.

What is the maximum number of passengers per transaction?

8 people, including children and infants.

What if I miss the payment deadline?

The booking fails automatically and must be made again.

What if I have paid but my e-ticket has not appeared?

Wait 5 minutes, then contact the hotline if the problem persists.

Where can I see unpaid bookings?

Orders → In Process → choose the booking → Payment.

What if I have not chosen a seat?

The system assigns seats automatically if none are chosen by the departure day.

Do points expire?

No, points do not expire.

What if my points have not been added?

Wait 5 minutes, then contact the hotline.

Can a coupon be reused after a cancellation?

No, the coupon is forfeited.

Can coupons be used several times a day?

Yes, as long as the coupon terms are met.

Do promotions have a daily limit?

Permanent promotions have no limit; special promotions are limited to one transaction per day.

Can promo tickets be refunded?

Permanent promo tickets can be refunded under the applicable terms; special promo tickets cannot.

What if a ship is cancelled due to weather?

Passengers receive a notification and can request a refund under the applicable terms.

Is the app available on iOS?

The Express Bahari Mobile app is currently only available on Android.

Dengan mencentang persetujuan dan melanjutkan pemesanan, Anda menyatakan telah membaca, memahami, dan menyetujui syarat dan ketentuan berikut.

1. Ketentuan Umum

• Pemesanan online melalui website ini dapat dilakukan untuk keberangkatan mulai besok (H+1). Tiket untuk keberangkatan hari ini dibeli langsung di loket pelabuhan.
• Tiket kelas Ekonomi hanya dijual di loket pelabuhan.
• Harga, jadwal, dan kelas kursi yang berlaku adalah yang tampil saat pemesanan dibuat.

2. Data Penumpang

• Satu pemesanan memuat paling banyak 8 tiket berkursi (dewasa dan anak). Bayi tidak menempati kursi sehingga tidak dihitung dalam batas ini.
• Nama penumpang wajib sesuai kartu identitas. Penumpang dewasa wajib mengisi NIK atau nomor paspor, dan setiap penumpang wajib memilih kewarganegaraan.
• Bayi adalah penumpang berusia paling tinggi 24 bulan. Bayi dipangku dan wajib didampingi satu penumpang dewasa dalam pemesanan yang sama; satu penumpang dewasa hanya dapat mendampingi satu bayi.
• Kebenaran data penumpang menjadi tanggung jawab pemesan. Petugas berhak menolak penumpang yang identitasnya tidak sesuai dengan tiket.

3. Pembayaran

• Pembayaran dilakukan melalui halaman pembayaran DOKU dengan metode yang tersedia di sana.
• Selesaikan pembayaran sebelum batas waktu yang tertera pada pesanan. Pesanan yang melewati batas waktu otomatis dibatalkan dan kursinya dilepas; silakan buat pesanan baru.
• E-ticket terbit setelah pembayaran terkonfirmasi.

4. Pemilihan Kursi dan Check-in

• Kursi dapat dipilih atau diubah setelah pembayaran lunas, paling lambat H-1 sebelum keberangkatan.
• Penumpang yang belum memilih kursi sampai malam H-1 akan dipilihkan kursi secara otomatis oleh sistem. Pada hari keberangkatan, kursi diatur oleh petugas loket.
• Check-in online dibuka H-1 mulai pukul 00.00 WIB dan berakhir pada akhir hari H-1. Kursi seluruh penumpang harus sudah dipilih dan tidak boleh ada upgrade kelas yang menunggu pembayaran.
• Pada hari keberangkatan, check-in dilakukan melalui petugas di loket pelabuhan.
• Setiap penumpang berkursi mendapat boarding pass sendiri. Tunjukkan boarding pass dan kartu identitas kepada petugas; bayi naik bersama pendampingnya.
• Setelah check-in, tiket tidak dapat direfund, di-reschedule, di-upgrade, atau diubah kursinya.

5. Upgrade Kelas Kursi

• Upgrade ke kelas yang lebih tinggi dapat diajukan untuk tiket lunas yang belum check-in, paling lambat H-1, setelah kursi dipilih, dan selama masih ada kursi kosong di kelas tujuan.
• Penumpang membayar selisih harga kelas. Upgrade berlaku setelah pembayarannya lunas.

6. Refund (Pengembalian Dana)

• Refund online hanya untuk tiket yang dibeli melalui website ini, sudah lunas, belum check-in, dan diajukan paling lambat H-1 sebelum keberangkatan. Pada hari keberangkatan, silakan menghubungi loket pelabuhan.
• Refund dapat diajukan untuk sebagian penumpang. Bayi wajib ikut direfund bila pendampingnya direfund.
• Refund dikenakan biaya refund dan biaya administrasi sesuai ketentuan rute. Besarnya dihitung dari harga tiket yang dibayar dan ditampilkan pada formulir sebelum pengajuan dikirim.
• Pengajuan diperiksa oleh Express Bahari. Dana yang disetujui ditransfer ke rekening yang Anda isi pada formulir, jadi pastikan data rekening benar.
• Tiket yang memakai voucher tertentu tidak dapat direfund, sesuai ketentuan voucher tersebut.

7. Reschedule (Perubahan Jadwal)

• Reschedule online mengikuti syarat yang sama dengan refund: tiket dari website ini, lunas, belum check-in, dan paling lambat H-1.
• Setiap tiket hanya dapat di-reschedule satu kali, ke jadwal lain pada rute yang sama mulai H+1. Bayi dan pendampingnya harus di-reschedule bersama.
• Reschedule dikenakan biaya reschedule dan biaya administrasi sesuai ketentuan rute, ditambah selisih harga bila jadwal tujuan lebih mahal. Bila jadwal tujuan lebih murah, selisihnya tidak dikembalikan.
• Reschedule berlaku setelah biayanya dibayar sebelum batas waktu. Bila tidak dibayar, pengajuan batal dan tiket lama tetap berlaku.
• Tiket yang memakai voucher tertentu tidak dapat di-reschedule, sesuai ketentuan voucher tersebut.

8. Jadwal Dibatalkan oleh Operator

• Bila keberangkatan dibatalkan oleh Express Bahari (misalnya karena cuaca), penumpang dapat mengajukan refund tanpa biaya refund atau reschedule tanpa biaya reschedule, termasuk untuk tiket yang dibeli di loket. Biaya administrasi dapat tetap dikenakan sesuai kebijakan operator.
• Pada kondisi ini, batas reschedule satu kali dan larangan setelah check-in tidak berlaku. Pengajuan online tetap paling lambat H-1; selebihnya melalui loket pelabuhan.

9. Voucher dan Poin

• Voucher berlaku sesuai syarat masing-masing voucher, termasuk masa berlaku, kuota, dan pembatasan refund atau reschedule.
• Poin diberikan setelah keberangkatan: 1 poin untuk setiap Rp1.000 nilai transaksi, dikurangi nilai tiket yang direfund. Pesanan yang seluruh penumpangnya direfund tidak mendapat poin, dan poin ditunda selama masih ada pengajuan refund atau reschedule yang belum diputuskan.

10. Lain-lain

• Express Bahari berhak mengubah syarat dan ketentuan ini. Ketentuan yang berlaku adalah yang tampil saat pemesanan dibuat.
• Pertanyaan dan kendala dapat disampaikan ke hotline Express Bahari 0811-789-200.

By ticking the agreement box and continuing your booking, you confirm that you have read, understood, and agree to the following terms and conditions.

1. General

• Online bookings on this website are available for departures from tomorrow onwards (D+1). Tickets for today's departures are sold directly at the port counter.
• Economy class tickets are only sold at the port counter.
• The prices, schedules, and seat classes that apply are those shown when the booking is made.

2. Passenger Details

• One booking may contain up to 8 seated tickets (adults and children). Infants do not occupy a seat and are not counted in this limit.
• Passenger names must match their identity documents. Adult passengers must provide their national ID number (NIK) or passport number, and every passenger must select a nationality.
• An infant is a passenger aged 24 months or younger. Infants travel on a lap and must be accompanied by one adult passenger in the same booking; each adult may accompany only one infant.
• The person making the booking is responsible for the accuracy of passenger details. Staff may refuse passengers whose identity does not match their ticket.

3. Payment

• Payment is made on the DOKU payment page using the methods available there.
• Complete your payment before the deadline shown on your booking. Bookings past the deadline are cancelled automatically and their seats are released; please make a new booking.
• Your e-ticket is issued once payment is confirmed.

4. Seat Selection and Check-in

• Seats can be chosen or changed after payment, no later than 1 day (D-1) before departure.
• Passengers who have not chosen a seat by the evening of D-1 are assigned one automatically. On the departure day, seats are arranged by counter staff.
• Online check-in opens on D-1 from 00:00 WIB (Western Indonesia Time) and closes at the end of D-1. All passengers must have a seat, and there must be no seat class upgrade awaiting payment.
• On the departure day, check in with the staff at the port counter.
• Every seated passenger receives their own boarding pass. Show your boarding pass and identity document to staff; infants board with their companion.
• After check-in, tickets cannot be refunded, rescheduled, upgraded, or have their seats changed.

5. Seat Class Upgrades

• An upgrade to a higher class can be requested for a paid ticket that has not been checked in, no later than D-1, after seats have been chosen, and while seats are still available in the target class.
• The passenger pays the class price difference. The upgrade takes effect once it is paid.

6. Refunds

• Online refunds are only available for tickets bought on this website that are paid, not yet checked in, and requested no later than D-1 before departure. On the departure day, please contact the port counter.
• Refunds can be requested for some of the passengers. An infant must be refunded together with their companion.
• Refunds are subject to a refund fee and an administration fee under the route's terms. The amounts are calculated from the ticket price paid and shown on the form before you submit the request.
• Requests are reviewed by Express Bahari. Approved funds are transferred to the bank account you enter on the form, so make sure your account details are correct.
• Tickets bought with certain vouchers cannot be refunded, according to that voucher's terms.

7. Rescheduling

• Online rescheduling follows the same conditions as refunds: a ticket from this website, paid, not yet checked in, and no later than D-1.
• Each ticket can be rescheduled only once, to another departure on the same route from D+1 onwards. Infants and their companions must be rescheduled together.
• Rescheduling is subject to a reschedule fee and an administration fee under the route's terms, plus the price difference if the new departure costs more. If it costs less, the difference is not refunded.
• The reschedule takes effect once its fees are paid before the deadline. If they are not paid, the request is cancelled and the original ticket remains valid.
• Tickets bought with certain vouchers cannot be rescheduled, according to that voucher's terms.

8. Departures Cancelled by the Operator

• If Express Bahari cancels a departure (for example due to weather), passengers may request a refund without a refund fee or a reschedule without a reschedule fee, including tickets bought at the counter. An administration fee may still apply under the operator's policy.
• In this case, the one-reschedule limit and the after-check-in restriction do not apply. Online requests are still accepted until D-1; after that, please go to the port counter.

9. Vouchers and Points

• Vouchers are subject to their own terms, including validity period, quota, and any refund or reschedule restrictions.
• Points are credited after departure: 1 point for every IDR 1,000 of the transaction value, minus the value of refunded tickets. Bookings where every passenger was refunded earn no points, and points are held while a refund or reschedule request is still pending.

10. Other

• Express Bahari may change these terms and conditions. The terms that apply are those shown when the booking is made.
• Questions and issues can be sent to the Express Bahari hotline at 0811-789-200.