KAI prepares long-distance train services to return to normal from 30 April

Jakarta (ANTARA) - PT Kereta Api Indonesia (Persero) states that long-distance train (KAJJ) services are being prepared to return to normal starting from 30 April 2026 gradually, while still prioritising safety aspects and operational readiness during the recovery process. “The recovery process for long-distance train services continues to progress. Services are being prepared to return to normal gradually starting from 30 April 2026, with safety and operational readiness still being prioritised,” said KAI Vice President of Corporate Communication Anne Purba in her statement in Jakarta on Wednesday evening. Currently, train journeys are still experiencing some delays as part of the operational pattern adjustment process. Adjustments are being made carefully to ensure journeys can resume safely and under control. Amid the recovery process, KAI ensures that fulfilling customer rights remains the primary focus. Up to 29 April 2026 at 17:00 WIB, 13,027 long-distance train tickets affected by the incident at Bekasi Timur have been successfully refunded. Anne explained that the refund policy is provided in full to give certainty to customers. “KAI provides a 100 percent ticket fare refund excluding booking fees for affected customers. The entire process can be accessed easily through various service channels,” said Anne. Refunds apply to customers who cancel journeys due to delays, postponements of more than one hour, route changes, and up to customers who choose not to use replacement trains or onward transport modes. This policy also covers round-trip 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. If the journey cannot proceed to the destination station, KAI endeavours to provide onward transport, and ticket refunds are still given in full. The refund process can be carried out through several service channels. At station counters, customers can apply for cancellation by showing their boarding pass or e-boarding for verification, with refunds processed in cash or via transfer. Through the 121 Contact Centre, customers simply need to provide the booking code and identity details for the transfer process. For journeys cancelled by the company, refunds can also be processed through the Access by KAI application. The deadline for refund applications is up to 7 days from the scheduled departure, while the fund disbursement process is endeavoured to be completed within a maximum of 1 x 24 hours after cancellation. Baggage fare refunds are also provided in full if customers do not travel. KAI expresses apologies for the inconvenience experienced by customers. “In this recovery process, we ask for understanding if journeys still experience delays, and we continue to strive to ensure services return to running well and customer rights remain fulfilled,” Anne added. For further information, customers can contact the KAI 121 Contact Centre or the company’s official channels.