LRT Jabodebek Strengthens Train Attendant Competency Amid Rising Ridership
Jakarta (ANTARA) - The increasing number of LRT Jabodebek passengers is driving the company to continuously strengthen the quality of service provided to the public. One such measure is the enhancement of Train Attendant competence, as they serve as the frontline personnel interacting directly with passengers during their journeys.
Throughout 2026, LRT Jabodebek has averaged 115,095 passengers on weekdays and 45,436 passengers on weekends, an increase compared to the previous year, which averaged 9t9,553 passengers on weekdays and 40,436 passengers on national holidays and weekends.
Amidst this growth in users, LRT Jabodebek is conducting phased Service Excellence Training for all Train Attendants at the LRT Jabodebek Office. This programme is part of an effort to improve staff competence so that passenger services become more professional, responsive, and informative, while continuing to prioritise journey safety.
Radhitya Mardika, Manager of Public Relations at LRT Jabodebek, stated that Train Attendants serve as the frontline of service, interacting directly with passengers during the trip. In addition to providing information, they assist with passenger needs, ensure security and order within the trains, and handle emergency situations according to operational procedures.
Under the automated operating system (GoA3), Train Attendants also possess the competence to take control of the train according to procedure if necessary to maintain journey safety. For passengers, the enhanced competence of Train Attendants means having staff who are increasingly prepared to provide travel information, assist the elderly, persons with disabilities, and pregnant women, as well as customers requiring assistance, ensuring rapid and professional service.
“With an average of more than 115,000 LRT Jabodebek users every weekday, we want to ensure that every Train Attendant is capable of providing clear information, assisting user needs, and delivering professional service so that the public gains even more confidence in using public transport,” he said.
The training features consultants with materials designed based on the operational characteristics of rail-based transport. Participants receive training on developing a service mindset, effective operational communication, complaint handling, service recovery, and emotional regulation when facing situations that require a rapid response.
Participants also undergo simulations of various service situations, ranging from assisting passengers in need of assistance and providing travel information to executing safety procedures according to operational standards. This training aims to ensure that every Train Attendant can make decisions quickly and accurately while prioritising the safety of LRT Jabodebek users.
The Service Excellence training will be implemented in stages to ensure all Train Attendants adhere to the same service standard. This effort is part of LRT Jabodebek’s commitment to providing public transport services that are increasingly reliable, safe, and user-oriented, prioritising safety alongside the continuous increase in public mobility.