PO Big Bird Terms & Conditions


  1. Children aged 2 years and above must buy full price tickets

  2. Ticket is only valid for the date and time as written in the ticket

  3. Late tolerance is 5 minutes after the scheduled departure time

  4. Passenger failing to arrive at the boarding point on time cannot ask for a refund

  5. Passenger must bring an official identification document to board the bus

  6. For Isuzu ELF and Medium Bus, Passengers are allowed to carry 2 items of baggage, consisting of 1 smaller item (e.g. handbag) and 1 additional baggage with a maximum size of 65cm X 36cm X 23cm. This additional item will be stored in the baggage storage area if available (first come first serve). If space is no longer available, the bagge will be transferred to the next bus. Passengers can later pick up their baggage in Jakarta (Big Bird Pool in Ciputat or Cijantung) or Bandung (Big Bird Pool in Buah Batu). If the fleet is Toyota HiAce, passengers are not allowed to bring any baggage

  7. Passengers are not allowed to carry liquor and alcoholic drinks. Weapons (e.g. knife, swords), or other dangerous items

  8. Animals are not allowed on the bus

  9. Big Bird will not be responsible for any damage or loss of personal items

  10. Departure time, bus type, and bus route can change without prior notice due to operational reasons

  11. Passengers must keep the bus clean and orderly

  12. If the bus experiences mechanical failure during the trip, passengers will be transferred to another available bus

  13. If another bus is not available, passengers can change their departure date or ask for a refund directly from Big Bird

  14. Big Bird Call Center: +628111453456, +628118403456


PO Pahala Kencana Terms & Conditions


1. Maximum Baggage allowance for one passenger is 25 kg. Extra baggage will be charged an additional fee.

2. Refund is applicable if:

  • Route code departure is cancelled and the passenger cannot be moved or there is no substitute bus for the passenger

  • There is a change in date at most one (1) day before departure date. According to the terms and conditions in the period determined by the company

3. Refund does NOT apply if:

  • Ticket cancellation is done on the day of departure.

  • Passengers did not arrive 30 minutes before departure or after boarding check-in process has been carried out and the bus is ready to depart.

  • Passengers decided themselves to cancel departure or do not arrive on day of departure.

  • Passengers arrived after the bus departs.

  • Passengers who have tickets at promo prices / low ticket prices and for tickets free / free.

  • Departure schedules have changed due to operational reasons and have been informed via SMS /e-mail /WA by Customer Service in advance.

  • Passengers try to cancel before the date of departure in the event of a surge in passengers (peak season), or in the period specified by the company.

  • Refunds cannot be made for the high season periods unless buses fails to depart and operate.

4. Rescheduling

  • Rescheduling request can only be made at least one (1) day before departure date with a 50% administration fee applied.

  • Rescheduling requests made more than one (1) day prior to the departure date will be charged 25% administrative fee.

  • If there is a price difference in ticket price the cost of the difference will be imposed to passenger.

  • Rescheduling cannot be made for the Lebaran / New Year (high season) periods unless buses fails to depart and operate.

5. Pahala Kencana point (Frequent Rider):

  • Passengers who have made ticket purchase transactions are entitled to become a Frequent Rider member by registering at the Pahala Kencana sales office / agent or on Pahala Kencana website https://pahalakencana.co.id/.

  • Points will be valid / active 3 days after the passenger travels.

  • Points cannot be combined with other member's points.

  • Double points apply for certain periods applied by the company.

  • Use / exchange points for Frequent Rider members applies to all sales offices / agents of Pahala Kencana.

  • Additional points do not apply to tickets at promo / special prices.

  • Points are valid for 2 years starting from the active point.

6. For more information regarding Refunds, Ticket Rescheduling and Pahala Kencana Frequent Rider point, please contact Pahala Kencana Call Centre at (021) 4517375 or visit https://pahalakencana.co.id/

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