KAI Offers 100% Refund for Long-Distance Train Tickets Affected by Bekasi Timur Incident
PT Kereta Api Indonesia (Persero) has assured a 100% refund of ticket fares for all long-distance train passengers affected by the cancellation of journeys due to a train collision at Bekasi Timur Station on Monday (27/4) night.
KAI Vice President of Corporate Communication, Anne Purba, explained that the refund policy is being implemented in full to provide certainty for customers.
“KAI is providing a 100% refund of ticket fares, excluding booking fees, for affected customers. We ensure that the entire process is easily accessible through various service channels,” said Anne in a statement in Jakarta on Tuesday.
The incident at Bekasi Timur Station has brought profound sorrow. PT KAI extends its condolences to all victims and affected families, while continuing to ensure that every handling process is carried out with caution.
In detail, 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.
The 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.
The refund process can be carried out 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 Center, customers simply need to provide the booking code and identity details, after which funds will be transferred directly to the registered account. For journeys cancelled by the company, refunds can also be processed through 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 a maximum of 1 x 24 hours after cancellation.
Meanwhile, based on updates as of 13:26 WIB, 15 people have been recorded as deceased and 88 injured.
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,” said Anne.
KAI will continue to provide periodic information updates in line with developments in the on-site handling.