How to Refund Train Tickets Cancelled Due to Train Accident in Bekasi
PT Kereta Api Indonesia (KAI) has adjusted train schedules in response to a train accident at Bekasi Timur Station. Several long-distance train services were cancelled on 28 April 2026 as part of the handling and recovery efforts.
“The impact of this incident has led KAI to adjust train operations, prioritising safety and supporting the handling process at the site,” KAI stated in a written release on Tuesday (28/4/2026).
KAI has also opened refund services for tickets affected by the cancellations. Below is the complete information regarding the list of impacted services and how to process ticket refunds.
Cancelled Train Services
On 28 April 2026, 19 long-distance train services were cancelled. These cancellations are part of efforts to address the incident’s impact while ensuring train travel safety.
The following is the list of cancelled services:
Trains from Gambir:
KA 58F-59F Purwojaya (Gambir-Cilacap)
KA 138 Parahyangan (Gambir-Bandung)
KA 20A Argo Muria (Gambir-Semarang Tawang)
KA 2B Argo Bromo Anggrek (Gambir-Surabaya Pasar Turi)
Trains to Gambir:
KA 117B Gunungjati (Cirebon-Gambir)
KA 56F-53F Purwojaya (Cilacap-Gambir)
KA 17 Argo Sindoro (Semarang Tawang-Gambir)
KA 61B Manahan (Solo Balapan-Gambir)
KA 29F Argo Anjasmoro (Surabaya Pasar Turi-Gambir)
KA 137 Parahyangan (Bandung-Gambir)
KA 21A Argo Muria (Semarang Tawang-Gambir)
KA 3B Argo Bromo Anggrek (Surabaya Pasar Turi-Gambir)
Trains to Pasarsenen (Jakarta):
KA 143B Madiun Jaya (Madiun-Pasarsenen)
KA 75B Mataram (Solo Balapan-Pasarsenen)
KA 163 Gumarang (Surabaya Pasar Turi-Pasarsenen)
KA 149 Singasari (Blitar-Pasarsenen)
KA 94-91 Jayabaya (Malang-Pasarsenen)
KA 257 Progo (Lempuyangan-Pasarsenen)
KA 175 Menoreh (Semarang Tawang-Pasarsenen)
Refund Policy
KAI has established a refund policy for ticket fares for passengers affected by cancellations or disruptions due to this incident. This policy serves as a form of responsibility towards customers.
The applicable refund terms are as follows:
100 per cent refund of the ticket fare, excluding booking fees
Applies to passengers with departure schedules on 27-28 April 2026
Intended for passengers cancelling trips due to delays or postponements
Refunds are processed in cash at station counters or via bank transfer through the 121 Call Centre
The deadline for refund applications is a maximum of 7x24 hours from the ticket’s departure date
Cancellations via 121 Call Centre
Passengers can request ticket cancellations through KAI’s 121 Call Centre service. This service is accessible via telephone, mobile, or the help feature in the Access by KAI app.
To expedite the refund process, passengers should prepare the following supporting data:
Ticket booking code
Passenger name
Population Identification Number (NIK)
Bank account number
Telephone number
Email address
List of Online Station Counters
In addition to the 121 Call Centre, ticket cancellations can be made directly at station counters that handle online cancellations. This service is available at various stations across several Operational Areas (Daop).
The following is the list of stations providing cancellation services:
Daop 1 Jakarta: Jatinegara, Gambir, Pasarsenen, Bogor Paledang, Bekasi, Cikampek, Karawang, Cikarang, Sukabumi
Daop 2 Bandung: Bandung, Kiaracondong, Purwakarta, Tasikmalaya, Banjar
Daop 3 Cirebon: Cirebon, Cirebon Prujakan, Jatibarang, Brebes, Haurgeulis
Daop 4 Semarang: Tegal, Pekalongan, Semarang Poncol, Semarang Tawang, Cepu
Daop 5 Purwokerto: Purwokerto, Kroya, Cilacap, Kutoarjo
Daop 6 Yogyakarta: Yogyakarta, Lempuyangan, Solo Balapan, Wates, Purwosari, Solo Jebres, Klaten, Sragen
Daop 7 Madiun: Madiun, Kertosono, Kediri, Jombang, Blitar
Daop 8 Surabaya: Surabaya Gubeng, Surabaya Pasarturi, Sidoarjo, Malang, Mojokerto, Bojonegoro
Daop 9 Jember: Ketapang, Kalibaru, Jember, Probolinggo, Pasuruan, Banyuwangi Kota
KAI has expressed apologies for the inconvenience and assured that the recovery of train operations will be carried out gradually, with safety remaining the top priority.