KAI Ensures 100% Refund for Affected Long-Distance Train Tickets and Continues to Support Victims
Victim update: 15 dead and 88 injured as of 13:00 WIB
Jakarta (ANTARA) - The incident in the Bekasi Timur Station area has brought profound sorrow. PT Kereta Api Indonesia (Persero) extends its condolences to all victims and affected families, while ensuring that every handling process is carried out with utmost care.
In this situation, KAI guarantees that customer rights are fulfilled through ticket refunds for affected long-distance train journeys. As of 28 April 2026 at 11:00 WIB, 4,878 tickets have been successfully refunded.
KAI Vice President of Corporate Communication, Anne Purba, explained that the refund policy is provided in full to give customers certainty.
“KAI provides a 100% ticket fare refund, excluding booking fees, for affected customers. We ensure the entire process is easily accessible through various service channels,” said Anne.
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. This policy also covers return tickets, connecting tickets, and KAI Group service tickets under one affected booking code.
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 endeavours to provide onward transport, and if unavailable, full ticket refunds are still given.
Refunds can be processed 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 provide the booking code and identity details, after which funds are transferred directly to the registered account. For journeys cancelled by the company, refunds can also be made via the Access by KAI application.
The deadline for refund applications is seven days from the scheduled departure date on the ticket, while the fund disbursement process is targeted to be completed within 1 x 24 hours after cancellation.
Additionally, full baggage fee refunds are provided if customers do not travel.
Meanwhile, based on updates as of 13:26 WIB, 15 people have died and 88 have sustained injuries. All deceased victims have been taken to RS Polri Kramat Jati for identification, while the injured are receiving treatment at several hospitals.
“We extend our deepest condolences to the victims and the families left behind. We also apologise for the inconvenience experienced by customers in this situation. Amid these difficult conditions, we strive to ensure every victim is handled properly, families receive clear information, and customers receive their rights through full ticket refund processes,” Anne concluded.
KAI will continue to provide periodic information updates in line with developments in the field handling.