All airlines Asia Pacific
Citilink
carried free.
- Advance notice
- Not published
- Powered wheelchair
- Not published
- Lithium, battery installed
- Not published
- Cost to carry
- Free
Fragments only. Citilink publishes some assistance information but not a full mobility-aid policy. What is below is everything it actually states. Everything marked “not published” genuinely is — confirm it with the airline rather than assuming the international baseline applies.
Who to contact
Transcribed from the airline’s own pages, exactly as it labels them.
- PhoneIndonesia — 24-hour Contact Center 0804 1 08080824 hours
- PhoneInternational contact centre
- PhoneAustralia — Contact Center
- PhoneNew Zealand — Contact Center
- Relay / text0811 1011 0808 (+62 811 1011 0808)Tanya Linka (WhatsApp)
Citilink publishes no dedicated disability or accessibility desk, no special-assistance email and no assistance-request web form — the general 24-hour Contact Center is the only channel. citilink.co.id serves HTTP 403 to every automated fetch tried on 29 July 2026 (direct, reader proxy with client-side rendering, with and without www, with campaign query strings, and the booking host book.citilink.co.id, which redirects back to the blocked www host), so every figure here was read from Internet Archive snapshots (Dec 2023 – Mar 2024, plus a Jan 2026 CitilinkPedia capture) and should be re-checked against the live site. Citilink also sells paid airport meet-and-assist (Joumpa, IDR 159,000–279,000; PASS, IDR 139,000) via its mobile app — a bookable service, not a disability entitlement.
Read it from the source
Powered wheelchairs & batteries
The part that goes wrong. Battery chemistry and watt-hours decide whether your chair flies, and the rules differ depending on whether the battery can be removed.
Citilink publishes no powered-wheelchair policy. Neither the Condition of Carriage, the FAQ, the baggage page nor CitilinkPedia mentions an electric wheelchair or mobility scooter; the word "wheelchair" appears only in the fee FAQ and in the Indonesian cabin-baggage FAQ.
Not published for wheelchairs. Citilink's only battery text is a general portable-electronic-device rule and a smart-luggage rule; neither mentions mobility aids.
Not published. Citilink's only watt-hour figure is the general portable-electronic-device rule ("ketentuan daya adalah sebesar 12V atau 100Wh") plus a 100 Wh smart-luggage rule — neither is stated to apply to a wheelchair, so it must not be read as a wheelchair limit.
Not published; Citilink gives no watt-hour cap for a battery removed from a mobility aid.
Not published for mobility aids. The general PED rule allows a maximum of 2 spare batteries of the same size, separated to prevent contact — a portable-electronics rule, not a wheelchair rule.
Not published for wheelchair batteries; the "maximum 2 spare batteries" figure in the Indonesian FAQ is a general portable-electronic-device limit and has not been imported here.
Not published for wheelchairs. Citilink's general electronics rule says the battery must be separated from the device and carried in the cabin, and smart luggage with a non-removable lithium battery is refused outright — but neither rule is stated to cover mobility aids.
Not published — Citilink states no rule for gel / AGM / sealed lead-acid wheelchair batteries.
Not published — Citilink states no rule for spillable (wet) wheelchair batteries.
Not published for wheelchairs. The general PED rule requires spare batteries to be kept apart with a separator.
No battery spec sheet or MSDS requirement is published. CitilinkPedia does confirm that a MEDIF and Form of Indemnity are NOT required for a mobility-impaired passenger who needs a wheelchair, or for an elderly passenger who cannot walk.
CitilinkPedia — Medical Condition — Internet Archive snapshot 2023-12-04 (opens in a new tab) · read 2023-12-04
Not published — no powered-wheelchair dimensions appear on Citilink's site.
Not published.
Not published.
A powered-chair user has nothing to rely on here: Citilink publishes no electric-wheelchair or wheelchair-battery rule at all, while refusing smart luggage with non-removable lithium batteries and capping general spare batteries at 100 Wh. Confirm the chair in writing with the Contact Center before booking.
Manual wheelchairs
Accepted as checked baggage and carried free of charge for passengers with disabilities (FAQ). The Indonesian FAQ confirms a personal wheelchair is treated as checked baggage (bagasi tercatat).
Citilink FAQ (English) — Internet Archive snapshot 2024-02-26 (opens in a new tab) · read 2024-02-26 Citilink FAQ (Bahasa Indonesia) — Internet Archive snapshot 2024-03-11 (opens in a new tab) · read 2024-03-11
Indonesian FAQ, "Bolehkah membawa Kursi Roda pribadi kedalam kabin?" — "Untuk kursi roda tidak termasuk dalam kriteria bagasi kabin, melainkan termasuk dalam bagasi tercatat" (a wheelchair does not meet the cabin-baggage criteria; it counts as checked baggage). Citilink describes no in-cabin wheelchair stowage.
Citilink FAQ (Bahasa Indonesia) — Internet Archive snapshot 2024-03-11 (opens in a new tab) · read 2024-03-11
Not applicable — Citilink states a personal wheelchair is not cabin baggage. The published cabin-bag limits (56 × 36 × 23 cm on A320/A330, 41 × 34 × 17 cm on the ATR 72-600, 7 kg) are ordinary hand-baggage figures, not a wheelchair allowance.
No wheelchair-specific size limit is published. The Baggage Info page does cap oversize items by station: "The maximum length of a large objects depend on the type of the aircraft… if your trip is composed of several flights, the applicable maximum limit is the smallest one" — Airbus A320 at Jakarta, Denpasar and Ujungpandang 1.58 m; A320 at Medan and Balikpapan 2.77 m (no ATR 72-600 figure is given). 158 cm is therefore the smallest published length a hold-loaded item may have. Separately the Condition of Carriage's general checked-item limit is 81 cm height × 119 cm width × 119 cm depth; unlike the 32 kg weight cap, that dimension limit is not expressly disapplied to mobility equipment, so an oversize chair should be cleared with Citilink first. Figures from a 27 Feb 2024 snapshot.
Baggage Info — Internet Archive snapshot 2024-02-27 (opens in a new tab) · read 2024-02-27 Condition of Carriage (English) — Internet Archive snapshot 2023-12-02 (opens in a new tab) · read 2023-12-02
No wheelchair weight cap published. The Condition of Carriage refuses any individual item over 32 kg but adds "This weight limit does not apply to mobility equipment" — so the 32 kg cap is expressly disapplied, without any replacement figure being stated.
Condition of Carriage (English) — Internet Archive snapshot 2023-12-02 (opens in a new tab) · read 2023-12-02
Citilink does not say whether a checked wheelchair is returned at the aircraft door or on the baggage belt.
Capacity caps bind before the chair does: max 4 quadriplegic/paraplegic passengers per flight, of whom no more than 2 quadriplegic, and unaccompanied children plus incapacitated/disabled passengers together may not exceed 10% of the aircraft's capacity (Condition of Carriage §8.2–8.3). Citilink may require a companion or paramedic where it judges it essential for safety, if you cannot evacuate unaided, or if you cannot understand safety advice (§8.4).
Booking & cost
No hour figure is published for mobility aids. The Condition of Carriage requires only that "Passengers with disabilities who need special assistance must notify the Company … at the time of booking", adding that if they do not, Citilink "will still try to accommodate" them.
Condition of Carriage, Transportation of Passengers with a Disability. Note the capacity cap in §8.3: "For safety reasons we can carry only a maximum of 4 passengers per flight who have quadriplegia or paraplegia, provided that we cannot carry more than two (2) Passengers with quadriplegia per flight", and §8.2 caps unaccompanied children plus incapacitated/disabled passengers at 10% of aircraft capacity — so a seat can be refused once the flight's quota is full.
Condition of Carriage (English) — Internet Archive snapshot 2023-12-02 (opens in a new tab) · read 2023-12-02 Syarat & Ketentuan Pengangkutan / Condition of Carriage (Bahasa Indonesia) — Internet Archive snapshot 2024-02-26 (opens in a new tab) · read 2024-02-26
FAQ: "For customers with diffabilities (incapacitate Passenger) who uses or carries push chair (wheel chair) … freed from the charge transport for their wheel chair … if inserted into the aircraft baggage as registered baggage (checked baggage)." Free carriage applies to the chair when checked.
Citilink FAQ (English) — Internet Archive snapshot 2024-02-26 (opens in a new tab) · read 2024-02-26
Citilink does not publish how many mobility devices are carried free per passenger.
Condition of Carriage §2.3: "Carriage hereunder is subject to the rules and limitations relating to liability established by the Warsaw Convention or Montreal Convention, unless such carriage is not 'international carriage'." Citilink publishes no full-value or wheelchair-specific damage rule.
Condition of Carriage (English) — Internet Archive snapshot 2023-12-02 (opens in a new tab) · read 2023-12-02
On board
Not published — Citilink says nothing about an on-board aisle chair on its A320neo, A330neo or ATR 72-600 fleet.
Not published.
Not published as a free service. Citilink sells app-booked airport meet-and-assist: Joumpa IDR 279,000 (CGK/DPS), 179,000 (KNO, SUB, UPG, BPN, JOG, YIA) or 159,000 (33 other airports), book ≥10 h ahead; PASS IDR 139,000 (8 airports), book ≥24 h ahead. Baggage handling, check-in and escort to the gate — a purchased product, not a disability entitlement. Still sold per CitilinkPedia (snapshot 16 Jan 2026).
Passenger Assistance (Joumpa VIP / PASS), Bahasa Indonesia — Internet Archive snapshot 2024-02-27 (opens in a new tab) · read 2024-02-27 CitilinkPedia index (Bahasa Indonesia) — Internet Archive snapshot 2026-01-16 (opens in a new tab) · read 2026-01-16
Condition of Carriage: "in the case of a passenger who self-identifies as having a disability, we cannot allow them to sit near an emergency exit but we will provide seating accommodation in accordance with applicable law." The FAQ names the barred rows: 11, 12, 14 and 15 on the A320 and row 2 on the ATR 72-600.
Condition of Carriage (English) — Internet Archive snapshot 2023-12-02 (opens in a new tab) · read 2023-12-02 Citilink FAQ (English) — Internet Archive snapshot 2024-02-26 (opens in a new tab) · read 2024-02-26
Fleet detail. Fleet is A320-200neo (51), A330-900neo (2) and ATR 72-600 (7) per CitilinkPedia. The ATR 72-600 is the binding constraint for a large chair; Citilink publishes no hold-door dimensions, only a general checked-item limit of 81 cm (H) × 119 cm (W) × 119 cm (D) and a per-station maximum length for large objects — 1.58 m on the A320 at Jakarta, Denpasar and Ujungpandang, 2.77 m on the A320 at Medan and Balikpapan, with no figure published for the ATR 72-600 (Baggage Info, snapshot 27 Feb 2024).
Worth knowing
FRESHNESS WARNING: the wheelchair rules below are quoted from Internet Archive captures taken between 2 December 2023 and 11 March 2024 — two and a half years old. Retried live on 29 July 2026: citilink.co.id returns HTTP 403 (Imperva-style block) to a direct fetch, to the r.jina.ai reader proxy with 25 s of client-side rendering, to www and bare host, to URLs carrying the airline's own campaign query strings, and to the booking host book.citilink.co.id (which redirects back to the blocked www host); the Internet Archive's crawler has also been getting 403/406 on the policy pages since early 2024, so no newer capture of the Condition of Carriage, FAQ or Baggage Info exists. A 16 January 2026 capture of the CitilinkPedia hub does load and shows the site and its Passenger Assistance product still running, but carries no wheelchair rules. Treat every figure here as two-plus-year-old information and confirm with the Contact Center before travelling. What Citilink publishes: a personal wheelchair is carried free of charge but only as checked baggage — the Indonesian FAQ states plainly that a wheelchair does not meet the cabin-baggage criteria. The 32 kg per-item checked limit expressly does not apply to mobility equipment. Two hard capacity caps bind before the chair does: no more than 4 quadriplegic/paraplegic passengers per flight (max 2 quadriplegic), and unaccompanied children plus incapacitated/disabled passengers together may not exceed 10% of aircraft capacity. Disabled passengers cannot be seated at or next to emergency exits. MEDIF and a Form of Indemnity are NOT required for a mobility-impaired or elderly wheelchair user. Nothing at all is published on powered wheelchairs or their batteries. Citilink is a Garuda Indonesia subsidiary but publishes its own Condition of Carriage, so Garuda's mobility-aid policy has not been imported here. One figure has moved since the previous research pass: the cheapest Joumpa meet-and-assist tier rose from IDR 154,000 (English page, 2 Dec 2023) to IDR 159,000 (Indonesian page, 27 Feb 2024, stated effective 1 October 2023).
Sources
Every figure above traces to one of these. All of them are archived snapshots — the live site could not be read, so this record may be out of date.
- s1 Condition of Carriage (English) — Internet Archive snapshot 2023-12-02 (opens in a new tab) · official · read 2023-12-02
- s2 Citilink FAQ (English) — Internet Archive snapshot 2024-02-26 (opens in a new tab) · official · read 2024-02-26
- s3 Citilink FAQ (Bahasa Indonesia) — Internet Archive snapshot 2024-03-11 (opens in a new tab) · official · read 2024-03-11
- s4 CitilinkPedia — Medical Condition — Internet Archive snapshot 2023-12-04 (opens in a new tab) · official · read 2023-12-04
- s5 Baggage Info — Internet Archive snapshot 2024-02-27 (opens in a new tab) · official · read 2024-02-27
- s6 Passenger Assistance (Joumpa VIP / PASS), Bahasa Indonesia — Internet Archive snapshot 2024-02-27 (opens in a new tab) · official · read 2024-02-27
- s7 Syarat & Ketentuan Pengangkutan / Condition of Carriage (Bahasa Indonesia) — Internet Archive snapshot 2024-02-26 (opens in a new tab) · official · read 2024-02-26
- s8 CitilinkPedia index (Bahasa Indonesia) — Internet Archive snapshot 2026-01-16 (opens in a new tab) · official · read 2026-01-16
Record quality
Record status partial · confidence medium · 8 official sources · 5 contacts · 20% of the fields this reference tracks are answered. Newest source read 16 January 2026, 7 months before this page was built. What these mean.