Vice President of Corporate Communications at PT KAI, Anne Purba, has\nassured that the rights of customers impacted by the accident at Bekasi\nTimur Station will be fully met through ticket refunds for affected\nlong-distance train journeys.<\/p>\n
Anne emphasised that the refund policy is provided in full to give\ncustomers certainty. KAI recorded that, as of 28 April 2026 at 11:00\nWIB, 4,878 tickets had been successfully refunded.<\/p>\n
\u201cKAI is providing a 100% refund of the ticket fare, excluding booking\nfees, to affected customers. We ensure the entire process is easily\naccessible through various service channels,\u201d said Anne in her statement\non Tuesday, 28 April 2026.<\/p>\n
In detail, ticket refunds are given to customers who cancel their\njourney due to delays, postponements of more than one hour, route\nchanges, and those who choose not to use replacement trains or onward\ntransport modes.<\/p>\n
\u201cThis policy also covers return tickets, connecting tickets, and\ntickets for KAI Group services under one booking code that are\naffected,\u201d she said.<\/p>\n
Anne added that for customers who continue their journey using\nreplacement trains of the same or higher class, no additional fees are\ncharged.<\/p>\n
Meanwhile, if the journey cannot proceed to the destination station,\nKAI will arrange onward transport, and if unavailable, full ticket\nrefunds will still be provided.<\/p>\n
The refund process can be done through several channels. At station\ncounters, customers can apply for cancellation by showing their boarding\npass or e-boarding for verification, with funds returned in cash or via\ntransfer.<\/p>\n
Through the 121 Contact Centre, customers simply need to provide the\nbooking code and identity details, after which the funds will be\ntransferred directly to the registered bank account. For journeys\ncancelled by the company, refunds can also be processed through the\nAccess by KAI application.<\/p>\n
The deadline for submitting refund requests is seven days from the\nscheduled departure date on the ticket, while the fund disbursement\nprocess is targeted to be completed within a maximum of 1 x 24 hours\nafter cancellation.<\/p>\n
\u201cFull refunds of baggage fees are also provided if customers do not\nproceed with the journey,\u201d she said.<\/p>", "url": "https:\/\/jawawa.id\/newsitem\/full-refund-of-tickets-and-baggage-fees-kai-explains-the-complete-procedure-and-conditions-1777373701", "image": "" }, "sponsor": "Okusi Associates", "sponsor_url": "https:\/\/okusiassociates.com" }