KAI Assists Customer Recovery: 84 Customers Return Home, 17 Still Under Treatment
Jakarta (ANTARA) - PT Kereta Api Indonesia (Persero) continues to accompany all customers and affected families from the incident at Bekasi Timur Station until every stage of handling is complete.
As of Monday (4/5), 84 customers have returned home, while 17 customers are still undergoing treatment at several hospitals. KAI ensures that monitoring of customers’ conditions is carried out regularly so that all handling needs can be met.
KAI Vice President of Corporate Communication, Anne Purba, stated that accompaniment is provided comprehensively, both for customers still under treatment and those who have returned home.
“We continue to monitor the condition of customers still under treatment and ensure that handling needs are met. For customers who have returned home, we continue the accompaniment according to their needs,” she said.
KAI also provides a claims or reimbursement mechanism for customers undergoing independent treatment. The required documents include 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 claims process will be coordinated with the insurance party, with an estimated completion of no later than 21 working days.
As part of the recovery process, trauma healing services are still available for customers and families who need them. Applications can be made through the Information Post at Bekasi Timur or the call centre at 0812-9660-5747. Accompaniment can begin via telemedicine and continue in person as needed.
KAI is also continuing to handle customers’ lost luggage from the incident. As of 4 May 2026 at 08:00 WIB, a total of 115 items have been found. Of this number, 61 items have been returned to their owners, while 54 items are still awaiting collection.
All items have been secured and recorded through the Lost and Found service at Bekasi Timur Station. KAI urges customers, families, or relatives who feel they have lost items to immediately visit the post for verification and collection processes.
“KAI guarantees that every item is processed through careful verification so that it can be returned to the rightful owner. We also apologise for the inconvenience experienced by customers,” added Anne.
The Information Post at Bekasi Timur Station remains open until 11 May 2026 as a centre for accompaniment services, covering information, administrative coordination, follow-up services, and psychological support.
“KAI will continue to ensure that the entire accompaniment process runs well so that customers and families can go through the recovery period more calmly and directed,” Anne concluded.