Tiket.com AI handles 75,000 monthly requests for Indonesia travelers

Tiket.com now handles refund requests, itinerary changes and booking questions inside a single in-app chat, cutting out the old email-and-phone loop for travelers moving through Southeast Asia.

What travelers hit in the app

The Indonesian booking platform rolled out an agentic AI assistant called CRATER, plus a customer service layer branded halo tiket, both built on Microsoft Azure and Azure OpenAI. Microsoft confirmed the expanded partnership on July 14, 2026, though the underlying system has been running on Azure since 2023 and processing refunds through AI since late 2025.

Inside one conversation, the assistant can check booking status, push travel updates, add ancillaries and file refund requests against live booking and payment data. No channel switching, no repeating case numbers to a new agent. The system now handles more than 75,000 interactions a month, up from about 10,000 before the AI rebuild.

Who this reaches and what still takes time

Anyone booking flights, hotels, trains or activities through tiket.com is in scope, which covers inbound tourists, expats and nomads routing through Indonesia and the wider region. The AI speeds up the request, but payout timelines are still set by the product you bought, not the chatbot.

Two rules worth knowing before you file:

• Flight 100% Refund & Reschedule: domestic Indonesian flights only, request must land at least 24 hours before departure and the upgrade fee itself isn't refunded.
• To Do 100% Refund (activities and attractions): request up to 1 day before the visit, with claim payments processed within a maximum of 7 working days after approval.

Standard flight refunds without the upgrade still follow the airline's own fare rules, which the AI surfaces but can't override.

What to do differently

Open the in-app chat first rather than emailing support and have the booking code ready so the agent can pull live payment data on the first message. If a domestic flight looks shaky, buying the 100% refund upgrade at checkout is the only way to get the ticket price back inside that 24-hour window. Regional booking mechanics like these are tracked across our country-by-country breakdowns.