Customer Recovery Process Continues, 96 Customers Have Returned Home

PT Kereta Api Indonesia (Persero) continues to accompany customers and families affected by the incident at Bekasi Timur Station to ensure all handling processes proceed smoothly until the recovery phase is complete. As of Friday (8/5) at 07.00 WIB, 96 customers have been allowed to return home and continue their recovery with their families. Meanwhile, 12 other customers are still undergoing further treatment at several hospitals, with their conditions monitored regularly. All patients who previously received intensive care are now in inpatient wards. KAI Vice President of Corporate Communication Anne Purba stated that KAI continues to ensure the needs of customers and families are met during the recovery process. “We continue to maintain communication with hospitals, families, and relevant parties to ensure every accompaniment process runs smoothly. Customers still under treatment continue to be monitored, while those who have returned home also receive accompaniment as needed,” said Anne. KAI is also still opening claim or reimbursement services for customers who underwent independent treatment. Applications can be made by completing 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. Psychological support through trauma healing services is also still available for customers or families who need it. The service can be accessed through the Information Post at Bekasi Timur Station or the call centre at 0812-9660-5747. Accompaniment is carried out in stages from telemedicine to face-to-face according to the customer’s condition and needs. In addition to focusing on the customer recovery process, KAI is also continuing to secure customers’ lost items during the incident. As of 8 May 2026 at 05.00 WIB, 121 items have been found. Of that number, 78 items have been handed over to their owners, while 43 other items are still in the verification process at the Lost and Found service at Bekasi Timur Station. “We understand that every lost item has important meaning for customers and families. Therefore, the data recording and handover process is carried out meticulously so that the items can be received by the rightful owners,” added Anne. The Information Post at Bekasi Timur Station remains operational until 11 May 2026 to serve information needs, administration, further services, and psychological support for customers and families. “KAI strives to ensure that customers and families continue to receive accompaniment during the recovery period so that the entire handling process can proceed better and in a directed manner,” concluded Anne.