Frequently Asked Question

Worry not. You can directly call our Customer Assistance Center at 1500009 or reach us out through Whatsapp at 0899 9500 009, to have a further discussion about the services or the vehicles that you should rent that suits your business needs.

Yes, you certainly can. You will only need to follow the provisions that apply at TRAC, namely by providing a copy of your passport, have an international driving license (for self-drive rental). However, for Daily Car Rental service in Bali, it is enough for you to only have a driving license from your own country. No need for an international driving license. And of course, we also need your personal information, such as name, email, phone number, and so on.

Unfortunately, you can’t make a reservation from the website at this time. But you can make a reservation for Car Rental, Airport Transfer, as well as Bus Rental services through TRACtoGo app.

Yes, you certainly can. You only need to apply for a membership in the TRACtoGo app. You do this by following the applicable regulations and preparing your driving license (SIM A), ID Card (KTP), and personal data information, such as name, address, place of residence, email, phone number, and so on.

As long as the booking status has not been completed and has not made a payment yet, you can ask for a change of tourist destination. You only need to provide the information at least 7 days before the D-day, and if there is a change in the schedule, the car or bus unit will be adjusted to the availability of the units in that city.

During the rental period, the customers are responsible for all traffic violations committed, including (but not limited to) payment of ticket fees, fines and other costs arising from the ticket. TRAC will provide information regarding this to the tenant as soon as it receives information regarding this ticket from authorities.

Yes, you certainly can. You can make a reservation by calling our Customer Assistance Center at 1500009, sending us a message in Whatsapp at 0858 7623 5766, or through email at rco.nasional@trac.astra.co.id.

TRAC offers special services for the rental needs of cars, motorbikes, as well as driver services for companies, including other services, such as TRAC Syariah.

Yes, you certainly are. You only need to register an account in the TRACtoGo app and provide the passport documents. Payment can be done by transfer, using a credit card, or e-wallet.

Good news! Every business sector can now enjoy the benefits of the TRAC Fleet Management Solution service.

Of course you can. The current pick-up points for the bus rentals are Jabodetabek area, Semarang, Yogyakarta, Surabaya, and Bali.

Yes, you certainly can. You only need to follow the procedures that apply at TRACtoGo, such as providing a copy of your passport, and having an international driving license (for self-drive rental). For rental in Bali, it is okay to only have a driving license from your own country. No need for an international driving license. Apart from that, we will need your personal data information, such as name, email, phone number, and so on.

TRAC rents cars, motorbikes, and buses with various capacities, and a wide selection of types of vehicles that can be tailored to your needs, like City Car,  MPVs, SUVs, single/double cabins, commercial cars, motorbikes, and various types of buses, such as Small Bus, Medium Bus, Big Bus, and Luxury Bus.

• At the end of the reservation process you will view a “Reservation Confirmation” page with the reservation number highlighted.
• You will also receive a confirmation e-mail containing the details of your reservation.

Yes, you certainly can. You only need to provide us with the passenger’s data and information. For the self-drive rental, it is obligatory to inform the personal data of the unit taker and the driver must have a driving license (SIM A). Documents must also be presented when picking up the unit (for self-drive rental).

Yes, you certainly are. However, it will be adjusted to the availability of car units on TRACtoGo for this Airport Transfer service.

Of course you can. You only need to complete the requirements from TRAC.

Unfortunately, our services at the moment do not include leasing back your personal vehicle.

Yes, you need to verify your account in the email you registered after registering.

Yes, it certainly can. However, you will be charged with an additional shipping fee.

You can only cancel your reservation through the TRACtoGo app. In the app, you will see a “Cancel Order” button on the “My Booking” page.

Our drivers have been trained professionally in order to provide the best service standards for you.

 Airport Transfer is a pick-up and drop service with the aim of getting to and from the airport using the zone system (Kilometers). This service also includes an all-in package, including driver, fuel, tolls, and parking fees.

Worry not. You can call our Customer Assistance Center at 1500009 or directly come to TRAC branches and outlets near you.

• Big Bus : 59, 48, 45, 40 seats.
• Medium Bus : 18, 23, 29, 31, 35 seats.
• Small Bus : 13, 15, 16 seats.
• Luxury Bus : 11 seats.

Yes, you certainly can. You can rent a car for up to 12 hour after making a reservation through the TRACtoGo app. But if you make a reservation directly at the nearest TRAC branches/outlets, as long as the unit supplies are still available, you can rent a car on the same day and go right away.

Yes, you certainly can. This service can be customized according to your reservation needs.

The Experience feature makes it easy for you to make an order to rent an electric car, wedding packages, pilgrimage packages, and other tour packages.

1. Contact the TRAC Customer Assistance Center at 1500009 and confirm the cancellation of the rental by stating the booking order number.
2. Customer service will change the status of your order in the system to “Cancelled Order”.
3. The system will read the transaction for your booking order number.
4. Within 14 working days, your money will be refunded to the account that has been informed to the Customer Assistance Center via the approved refund form.

You can make reservations for Daily Car Rentals, Airport Transfer, Bus Rentals, or Tour Package Services through the TRACtoGo app, which can be downloaded on the App Store and/or Play Store.  Otherwise, you can make a reservation through our Customer Assistance Center at 1500009 or through Whatsapp at 0899 9500 009, as well as coming directly to TRAC branches and outlets.

Of course. The vehicle that you rent from TRAC is already protected by comprehensive insurance that guarantees the risk of loss due to accidents, including the loss of the vehicles with a Rp 50,000,000,- of TPL.

Yes, there will be a bus delivery fee (expedition) from our nearest pool to the pick-up area located outside Jabodetabek, Semarang, Yogyakarta, and Surabaya. 

You can call our Customer Assistance Center at 1500009 immediately and tell them that you don’t get the verification mail.

Of course you can. As long as the usage time does not exceed the previously selected rental package. However, if you use a rental car with a driver, you will be charged an additional trip out of town (with a distance more than 100 Km from the pick up point) and Overnight Lodging Cost (if you stay overnight). For more information, do not hesitate to contact our Customer Assistance Center at 1500009.

• Reservation requirements for Daily Car Rental service with driver include:

1. ID (KTP) for Indonesian citizens and passports for foreign citizens.
2. Email and phone number.

• Reservation requirements for the self-drive Daily Car Rental service include:

1. ID (KTP) for Indonesian citizens and passports for foreign citizens.
2. Driving License (SIM A) for Indonesian citizens and International Driving License for foreign citizens.
3. Email and phone number.
4. Selfie document.
5. Company ID Card/NIB Document (Business Identification Number)

If the vehicle is used without a TRAC driver, any damage that is not covered by insurance will be borne by the user.

With the rental price paid, you will get a rental vehicle unit, along with comprehensive insurance that protects the vehicle.

TRAC has more than 50 branch networks, service points, and outlets in various cities in Indonesia, including Jakarta, Bandung, Semarang, Yogyakarta, Solo, Surabaya, Malang, Bali, Lombok, Banjarmasin, Balikpapan, Manado, Makassar, Pontianak, Lampung, Palembang, Medan, Padang, Pekanbaru, Batam, and Jambi.

As long as the booking status has not been completed and has not made a payment yet, you change the type of car that was previously selected. If you change the unit after the order status completes and the payment has been made, then TRAC does not guarantee that the replacement of the car unit can be done because it depends on the availability of the (desired) unit/car at TRAC. The refund process (if the unit downgrades) and addition (if the unit upgrades) is in accordance with TRAC’s internal policies.

You can rent a bus without a driver only for a small or medium bus, for a minimum rent period of one year. Meanwhile, the daily bus rental is a package that includes the driver service.

Yes, you certainly can. You can rent a car up to 12 hours after making a reservation through the TRACtoGo app. If you make a reservation directly at the nearest TRAC branch/outlet, as long as unit supplies are still available, you can rent a car on the same day and go right away.

You can make a reservation through the TRACtoGo app on the Airport Transfer service option, or directly call TRAC Customer Assistance Center at 1500009. Otherwise, you can make a reservation through Whatsapp at 0858 7623 5766, or through our social media accounts, such as Instagram (@trac_astra), Facebook (TRAC - Astra Rent a Car), Twitter (@tracastra), LinkedIn (TRAC - Astra Rent a Car), or through our website (www.trac.astra.co.id).

• For the Car Rental, Airport Transfer, and Experience service, you don’t have to pay an advance. Every service will be paid in full before use.
• Meanwhile, for Bus Rental service, there is an option to pay an advance in accordance with existing conditions.

Of course. You need to be registered so you can log-in to the app to use several services of TRAC through the TRACtoGo app.

You can reach out to us through our call center (TRAC Customer Assistance Center) at 1500009 or through Whatsapp at 0899 9500 009. In addition, you can also make a contact through our social media accounts, such as Instagram (@trac_astra), Facebook (TRAC - Astra Rent a Car), Twitter (@tracastra), LinkedIn (TRAC - Astra Rent a Car), and our website (www.trac.astra.co.id). Other than that, you can directly come to TRAC branch offices in 22 cities, as well as at TRAC Airport outlets in the cities of Jogja, Semarang and Bali. 

Yes, you certainly are. You only need to make a confirmation in advance, no later than 7 days before the day of departure.

Unfortunately, we have not been able to to serve the needs of TRAC Fleet Management Solution services for a period of less than a year at this time. However, you can first consult your transportation needs with us by calling our Customer Assistance Center at 1500009 or reach us out through Whatsapp at 0899 9500 009.

A replacement vehicle will be given if the estimated time for vehicle repair takes more than 4 hours.

The minimum term of cooperation for this service is one year.

You can search for packages regarding electric cars in the Experience feature in the TRACtoGo app, or call our Customer Assistance Center at 1500009. You can also reach us out and ask about this service through Whatsapp at 0858 7623 5766, or through our social media account, such as Instagram (@trac_astra), Facebook (TRAC - Astra Rent a Car), Twitter (@tracastra), LinkedIn (TRAC - Astra Rent a Car), or through our website (www.trac.astra.co.id).

You can only cancel your reservation through the TRACtoGo app. In the app, you will see a “Cancel Order” button on the “My Booking” page.

You only need to complete the requirements by providing your ID (KTP), email address, and phone number.

Payment methods for additional rental time that are not recorded in the initial reservation can be made directly through the EDC machine (by TRAC staff) or payment by transfer to the TRAC account number. We will contact you later on to give you information about  the amount of the additional payment and make sure that you get the confirmation of the rental extension from TRAC customer service.

1. You may cancel your reservation by using the same booking channel as the one used for your reservation. 
2. You may cancel the reservation free of charge up to 48 hour before the rental is due to start.
3. If you cancel your booking 2 days (48 hours) before your spesified pick up time, you will receive 50% refund.
4. If you cancel your booking in less than 24 hours before your specified pick up time, you will not be entitled to a refund.

Yes, you certainly can. You can make a reservation through the ‘Experience’ feature on the TRACtoGo app.

No need to panic. Just call our Customer Assistance Center at 1500009 immediately and report it to the nearest police station. We will send assistance to you right away.

Of course there is. TRAC vehicles are already protected by comprehensive insurance which guarantees the risk of loss due to accidents, including the expansion of insurance in the form of compensation to you as the tenant in the event of bodily injury and death caused by an accident with the maximum coverage value from Personal Accident borne by the Insurance Party is a maximum of Rp 10.000.000,- per passenger, for each event with normal capacity.

Worry not. You can directly call our Customer Assistance Center at 1500009 or reach us out through Whatsapp at 0899 9500 009, to have a further discussion about the services or the vehicles that you should rent that suits your business needs.

You can use this service for MICE and group trips, such as business trips with colleagues, office or school trips, social gathering events, birthdays, reunions, pilgrimages, and many more.

We are the best company for transportation services solutions since 1986. We offer a wide variety of transportation services both for your personal and corporate needs.

You can make a reservation for tour packages in the TRAC Attraction feature in the TRACtoGo app, or call our Customer Assistance Center at 1500009. You can also reach us out and ask about this service through Whatsapp at 0858 7623 5766, or through our social media account, such as Instagram (@trac_astra), Facebook (TRAC - Astra Rent a Car), Twitter (@tracastra), LinkedIn (TRAC - Astra Rent a Car), or through our website (www.trac.astra.co.id). 

Unfortunately, you can’t use it at this time. TRAC Driver Services can only be used in conjunction with vehicle rental services from TRAC.

1. Your confirmation email is sent immediately at time of booking. 
2. If you haven't received it there is a good chance it may have been wrongly identified as spam. 
3. Please check your junk or spam folder first before contacting us. If you haven't received your confirmation email after 1 hour, please contact us.

Unfortunately, we do not provide open trip services at the moment.

There are 4 categories of cars, like City Car, MPV’s, Luxury Car, and Electric Car from various brands all over the world.

• Daily Car Rental is a short-term vehicle rental service with or without a driver.
• The packages we offer you in this service are:

1. With driver : 4 hours, 12 hours, weekly, and monthly rent.
2. Without driver : daily (24 hours minimum rent). There are extra services available if there is an additional needs, but will also incur additional cost, in the form of:

• Additional hours if the usage exceeds the time limit.
• Trip (out of town) if you are using a driver service.
• Overnight Lodging Cost (OLC) if you are using a driver service and need to stay overnight.
• Expedition or unit delivery or collection cost if you are not picking up or returning the unit at the TRAC branch/outlet.

Unfortunately, TRAC Driver Services can only be rented in conjunction with vehicle rental services from TRAC.

Yes, you certainly can. However, you will be charged with additional hours.

Download the TRACtoGo app on the App Store or Play Store on your phone, then open the app and select the service you want to rent (Car Rental, Airport Transfer, Bus Rental, or Experience service).

Write down the information according to your needs, including service options, pick up location, and date of use. After that, you will be taken to the search results page where you can choose the type of car and additional services as needed. And for the next step, you just need to follow the steps from reservation to payment.

You can choose payment with various options, such as credit card, virtual account, and e-wallet. When the payment is done successfully, you will receive a reservation confirmation via the email registered to your account.

This type of service can only be used by corporate/company customers only, with one year of minimum rent period.

For every order that has been booked (that has been paid by the user), TRAC will always provide the driver’s name and phone number. If there is a problem, you can immediately call our Customer Assistance Center at 1500009.

Yes, you certainly can. However, you will be charged with an additional shipping fee.

If you want to change your vehicle, you must first cancel the reservation you have made, then make a new one with the vehicle you want. After that, you can contact our Customer Assistance Center at 1500009, send a message to our Whatsapp Reservation at 085876235766, or through email at rco.nasional@trac.astra.co.id for the refund process.

Yes, of course you can.

Of course. You can combine several TRAC services according to your company’s needs.

For self-drive car rental, car returns must be made no later than 15 minutes after the rental period ends. If the return time exceeds this time limit, you will be charged an additional hourly fee (add hour) with the amount depending on the type of car you rent.

TRAC provides Corporate Car Rental, Sharia-based Car Rental, Daily and Annual Car Rental Services (for personal needs), Airport Transfer, Bus Rentals, and TRAC Fleet Management Solutions.

Once you have an account on the TRACtoGo app, we only need you to provide us with your ID (KTP) and Tax Base Value (NPWP) documents.

If the cancellation was made 3 days before the D-day, your money will be 100% refunded. If it was made only 1 day before the D-day, 50% of your money will be refunded. But if the cancellation was made less than 24 hours, the money is non-refundable.

Yes, you certainly can. The range of TRAC Bus Rental service is the island of Sumatra, Java, Bali, and Lombok.

Of course you can. You only need to follow the provisions that apply in TRAC, which is to provide us with a copy of your passport, as well as you personal information, such as name, email address, and phone number.

Of course you can. You only need to make a confirmation in advance, no later than 7 days before the day of departure.

For those of you who use a car rental service with a driver, you can make a claim for the stolen goods by reporting the incident to TRAC and providing all the information needed for the claim process.

As long as the usage time does not exceed the selected rental package, you can change your destination. Excess usage duration due to the change of destination will incur additional hourly charge (add hour). However, you are requested to inform the changes no later than one day before the D-day so that we can prepare your needs.

Of course. TRAC can serve various scales of business with a wide range of different needs.

For additional service rental time, you can do it on the TRACtoGo app (if the reservation is made through the app). However, for the reservations made other than in the TRACtoGo app, you can contact the Customer Assistance Center at 1500009.

TRAC Fleet Management Solution is the first comprehensive solution in vehicle and transportation management for corporate customers in Indonesia with an information-technology base.

From the top to the bottom, your comfort and safety is our top priority. You can easily make an online reservation through the TRAC app, website, or a 24/7 customer service. Moreover, you will get a prime-condition vehicle, travel insurance, and if there is a problem during the rental period, we will provide a replacement vehicle for you. We also are partnering with authorized nation-wide-network workshops.

Of course. We currently have opened services for training and certification for drivers that are not from our own company.

Unfortunately, you can only enjoy our electric car rental service around the Bali area and Samosir Island at the moment.

Yes, you certainly can. Even so, there will be additional fees charged because it does not meet the minimum requirements.

To make a reservation for this service, all you have to do is select the “Bus Rental” on the TRACtoGo app and fill in the required details, such as pick-up location, destination, and date and time of use. After that, you will be taken to the search results page where you can choose the type of bus and additional services as needed. Next, you just need to follow the steps from reservation to payment. You can choose to pay by credit card, virtual account, or e-wallet. When the payment is done successfully, you receive a reservation confirmation via the email registered to your account in your TRACtoGo app.

This type of service can only be used by corporate/company customers, both for long and short-term cooperation.

Of course. TRAC can serve various scales of business with a wide range of different needs.

• Visits to interesting places and/or locations.
• A reliable driver with wide range of knowledge about certain places and locations/
• A vehicle warranty and the best service quality.
• There are packages that can be customized according to your needs.
• You can get a thrilling experience and the feeling of excitement of driving an electric car in Bali and Samosir Island.

Of course you can. As long as the usage does not exceed the previously selected rental package. Excess usage duration due to change of destination will incur additional hourly charges (add hour). However, you are requested to inform us of the change no later than one day before the D-day so that we can prepare your needs, especially if you use a car rental with a driver. We will also inform you if the destination requires additional costs, such as a trip out of town or Overnight Lodging Cost (if you stay overnight). For more information, do not hesitate to contact our Customer Assistance Center at 1500009.

Of course you can. You only need to provide us with the information of the change no later than one day before the D-day. If there are additional days from the initial reservation, you will be charged an additional fee that must be paid before the time of use. On the other hand, reducing the rental duration will refer to the cancellation and refund provisions, namely cancellation on the D-day cannot be refunded, cancellation on 1-2 days before the date of use will get 50% refund, while cancellations that was made more than 2 days before the rental date will receive a full refund. For more information, do not hesitate to contact our Customer Assistance Center at 1500009.

Worry not, you can call our Customer Assistance Center at 1500009 at any time or directly come to TRAC branches and outlets near you.

TRAC can serve any type of industry at any scale. We are ready to serve the various transportation needs of your company.

Yes, you certainly can. You only need to make payment in advance and complete the requirements by providing your ID (KTP) and Tax Base Value (NPWP) documents. But if you want to use the TOP system of payments, you must complete the company legal documents and make a corporate contract beforehand.

For the Airport Transfer service, the use is only according to the pick-up and drop-off points that have been selected at the beginning of the order because this service uses a zone system.