Customer Assistance Continues, 90 Treated Customers Have Returned Home
Jakarta (ANTARA) - PT Kereta Api Indonesia (Persero) continues the process of assisting customers and families affected by the incident at Bekasi Timur Station to ensure all handling stages proceed smoothly until completion.
As of Wednesday (6/5) at 05.00 WIB, a total of 90 customers have returned home, while 17 customers are still undergoing treatment at several hospitals.
KAI Vice President of Corporate Communication, Anne Purba, stated that monitoring of customers’ conditions is being carried out regularly to ensure that handling needs are fully met.
“We continue to coordinate with hospitals, families, and relevant parties to ensure the assistance process runs well. Our current focus is to ensure that customers still undergoing treatment receive the necessary support, while customers who have returned home are also assisted as needed,” said Anne.
KAI also continues to provide claim or reimbursement services for customers who undergo independent treatment. The application process can be done by attaching documents such as proof of travel, customer identity, receipts and details of treatment costs, medical summary, and a copy of the bank account. Once the documents are deemed complete, the claim process will be coordinated with the insurance party with an estimated completion of no later than 21 working days.
In addition to medical and administrative assistance, trauma healing services are still available for customers or families who need psychological support. The service can be accessed through the Information Post at Bekasi Timur Station or the call centre at 0812-9660-5747. Assistance can begin via telemedicine and continue in person as needed.
KAI is also continuing to inventory and secure customers’ lost items during the incident. As of 6 May 2026 at 05.00 WIB, a total of 118 items have been found. Of that number, 75 items have been handed over to their owners, while 43 other items are still at the Lost and Found service at Bekasi Timur Station for further verification.
“We ensure that every found item is processed carefully so that it can be returned to the rightful owner. We understand that these items hold important value for customers and their families,” added Anne.
The Information Post at Bekasi Timur Station remains open until 11 May 2026 as a centre for assistance services covering information, administrative coordination, follow-up services, and psychological support for customers and families.
“KAI will continue to be present to assist customers and families during the recovery process so that all handling needs can proceed more calmly, orderly, and on target,” Anne concluded.