KAI States Long-Distance Train Services to Gradually Return to Normal Today
JAKARTA, KOMPAS.com - PT Kereta Api Indonesia (Persero) is preparing the recovery of long-distance train (KAJJ) services on a gradual basis starting from 30 April 2026, while still prioritising safety aspects and operational readiness.
KAI Vice President of Corporate Communication, Anne Purba, stated that the normalisation process for services is still ongoing and is being carried out cautiously.
“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 remaining the top priority,” said Anne in her statement in Jakarta on Wednesday (29/4/2026) evening, as quoted from Antara.
She explained that train journeys are still experiencing delays as part of operational pattern adjustments. These steps are taken to ensure that journeys remain safe and controlled during the recovery period.
Anne emphasised that a full refund policy is being provided to give certainty to customers.
“KAI is providing a 100 percent refund of ticket fares excluding booking fees for affected customers. The entire process can be accessed easily through various service channels,” she said.
This refund policy applies to customers who cancel journeys due to delays, postponements of more than one hour, route changes, and those who do not use replacement trains or onward transport modes.
In addition, the policy also covers return tickets, connecting tickets, and KAI Group service tickets under one 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.
Meanwhile, if the journey cannot be completed to the final destination, KAI will endeavour to provide onward transport and still offer a full ticket refund.
The refund process can be carried out through various channels. At station counters, customers simply need to show their boarding pass or e-boarding for verification, with refunds processed in cash or via transfer.
Additionally, customers can apply for refunds through the 121 Contact Centre by providing the booking code and identity details. For journeys cancelled by the company, refunds can also be processed through the Access by KAI application.
KAI has set a deadline for refund applications of up to 7 days from the scheduled departure. Meanwhile, the fund disbursement process is targeted to be completed within a maximum of 1 x 24 hours after cancellation. Full baggage fee refunds are also provided if customers do not proceed with the journey.
KAI also extends its apologies for the inconveniences experienced by customers during the service recovery period.
“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 that customers’ rights are fulfilled,” said Anne.