Full Refund of Tickets and Baggage Fees: KAI Explains the Complete Procedure and Conditions

Vice President of Corporate Communications at PT KAI, Anne Purba, has assured that the rights of customers impacted by the accident at Bekasi Timur Station will be fully met through ticket refunds for affected long-distance train journeys.

Anne emphasised that the refund policy is provided in full to give customers certainty. KAI recorded that, as of 28 April 2026 at 11:00 WIB, 4,878 tickets had been successfully refunded.

“KAI is providing a 100% refund of the ticket fare, excluding booking fees, to affected customers. We ensure the entire process is easily accessible through various service channels,” said Anne in her statement on Tuesday, 28 April 2026.

In detail, ticket refunds are given to customers who cancel their journey due to delays, postponements of more than one hour, route changes, and those who choose not to use replacement trains or onward transport modes.

“This policy also covers return tickets, connecting tickets, and tickets for KAI Group services under one booking code that are affected,” she said.

Anne added that for customers who continue their journey using replacement trains of the same or higher class, no additional fees are charged.

Meanwhile, if the journey cannot proceed to the destination station, KAI will arrange onward transport, and if unavailable, full ticket refunds will still be provided.

The refund process can be done through several channels. At station counters, customers can apply for cancellation by showing their boarding pass or e-boarding for verification, with funds returned in cash or via transfer.

Through the 121 Contact Centre, customers simply need to provide the booking code and identity details, after which the funds will be transferred directly to the registered bank account. For journeys cancelled by the company, refunds can also be processed through the Access by KAI application.

The deadline for submitting refund requests is seven days from the scheduled departure date on the ticket, while the fund disbursement process is targeted to be completed within a maximum of 1 x 24 hours after cancellation.

“Full refunds of baggage fees are also provided if customers do not proceed with the journey,” she said.