Crisis Communication Becomes a Reputation Test Following Bekasi Timur Train Tragedy
In the era of social media, a crisis is no longer merely a technical or operational issue, but also a matter of how an organisation communicates to maintain public trust. This was stated by Diana Anggra2d9graeni, Head of the Master’s Programme in Media & Communication (Crisis Communication Specialisation) at the Faculty of Communication Sciences, Pancasila University, in response to the collision involving the KRL Commuter Line and the Argo Bromo Anggrek train in Bekasi Timur.
According to Diana, the incident demonstrates that public transport organisations are now tested not only by their ability to handle accidents but also by their capacity to manage crisis communication swiftly, transparently, and empathetically. “In the digital era, the public learns of incidents within minutes via social media. Organisations must be able to communicate crisis management effectively,” Diana said on Tuesday.
She explained that under Situational Crisis Communication Theory (SCCT), public perception regarding organisational responsibility is a crucial factor in determining reputational threats. In the Bekasi Timur case, the public is looking beyond external factors, such as a stalled vehicle at the crossing, to question safety systems, staff coordination, and the effectiveness of inter-track communication.
Diana noted that PT KAI’s rapid response, providing an official statement less than two hours after the incident, was a vital step in crisis communication. However, she argued that speed alone is insufficient without empathy and transparency. “The public does not only judge an organisation’s technical capabilities, but also its moral sensitivity towards the victims,” she added.
She also emphasised the importance of using social media for rapid clarification and maintaining two-way communication with the community. According to Diana, an organisation’s reputation is truly tested during difficult situations. “The success of crisis management is heavily influenced by response speed, information transparency, empathy, and the organisation’s corrective actions.”
As previously reported, a fatal multi-vehicle collision occurred at Bekasi Timur Station on Monday night, involving an electric taxi, the KRL Commuter Line, and the Argo Bromo Anggrek train, resulting in 16 deaths and 90 injuries. All deceased victims were adult women travelling in the women-only carriage at the rear of the KRL train.
The tragedy has prompted a major evaluation by the Indonesian Transport Society (MTI) and the Ministry of Transportation. The government has allocated a budget of up to Rp4 trillion for the improvement of public safety systems, the closure of high-risk level crossings, and the accelerated implementation of Automatic Train Protection (ATP) technology.
The Vice Chairman of Commission VI of the House of Representatives (DPR RI), Adisatrya Suryo Sulisto, stated that his office will oversee the accident handling process. Meanwhile, the West Java Provincial Government has prepared compensation of Rp50 million for each deceased victim.