KAI Ensures 100% Refund for Long-Distance Train Tickets Affected by Bekasi Incident

PT Kereta Api Indonesia (Persero) or KAI ensures that customer rights are fulfilled through ticket refunds for long-distance train journeys affected by the incident. KAI Vice President of Corporate Communication, Anne Purba, explained that the refund policy is provided in full to give certainty to customers. “As of 28 April 2026 at 11:00 WIB, 4,878 tickets have been successfully refunded,” Anne stated in a written release in Jakarta on Tuesday (28/4/2026). Anne conveyed that KAI provides a 100% refund of the ticket fare, excluding booking fees, for affected customers. KAI ensures the entire process can be accessed easily through various service channels. In detail, Anne added, ticket refunds are given to customers who cancel their journeys due to delays, postponements of more than one hour, route changes, and those who choose not to use replacement trains or onward transport modes. She stated that this policy also covers return tickets, connecting tickets, and KAI Group service tickets within the same booking code that are affected. “For customers who continue their journey using replacement trains of the same or higher class, no additional fees are charged,” Anne said. Meanwhile, if the journey cannot proceed to the destination station, KAI endeavours to provide onward transport, and if unavailable, full ticket refunds are still provided. Anne explained that 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 Contact Center 121, customers simply need to provide the booking code and identity details, after which the funds will be transferred directly to the registered account,” Anne continued. For journeys cancelled by the company, Anne added, refunds can also be processed through the Access by KAI application. Anne stated that the deadline for refund applications is seven days from the scheduled departure date on the ticket, while the fund disbursement process is aimed to be completed within a maximum of 1 x 24 hours after cancellation. “In addition, full baggage fee refunds are provided if customers do not travel,” Anne revealed. Meanwhile, based on updates until 13:26 WIB, 15 people have been recorded as deceased and 88 injured. Anne said all deceased victims have been taken to RS Polri Kramat Jati for identification processes, 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 difficult conditions, we strive to ensure every victim is handled well, families receive clear information, and customers receive their rights through full ticket refund processes,” Anne said.