LRT Jabodebek Strengthens Train Attendant Competency Amid Rising Ridership

The increasing number of LRT Jabodebek users has prompted the company to continuously strengthen the quality of its service to the public, particularly by enhancing the competency of train attendants as the frontline staff who interact directly with passengers during the journey. Throughout 2026, LRT Jabodebek served an average of 115,095 users on weekdays and 45,436 on weekends, an increase from the previous year’s average of 94,553 users on weekdays and 40,436 on national holidays and weekends. Amid this ridership growth, LRT Jabodebek is conducting a phased Service Excellence training programme for all train attendants at its office. The programme aims to improve staff competency so that service to users becomes more professional, responsive, and informative, while still prioritising travel safety. Manager of Public Relations for LRT Jabodebek, Radhitya Mardika, stated that the role of the train attendant is as the frontline of LRT Jabodebek service, interacting directly with users during the journey. Besides providing information, they also assist passenger needs during the trip, ensure security and order inside the train, and handle emergency conditions according to operational procedures. In the Grade of Automation 3 (GoA3) operating system, train attendants also have the competency to take over control of the train according to procedure if necessary to maintain travel safety. For users, the improved competency of train attendants means the presence of officers who are more prepared to provide travel information, assist elderly users, persons with disabilities, pregnant women, and other customers needing support, as well as ensure service is delivered quickly and professionally throughout the journey. ‘With an average of more than 115,000 LRT Jabodebek users every weekday, we want to ensure every train attendant is capable of providing clear information, assisting user needs, and delivering professional service so that the public increasingly trusts using public transportation,’ he said. The training involved consultants with materials designed based on the operational characteristics of rail-based transportation. Participants received instruction on building a service mindset, effective operational communication, handling complaints, service recovery, and emotional control when facing situations requiring a rapid response. Participants also took part in simulations of various service situations, from assisting users needing support and providing travel information to carrying out safety procedures according to operational standards. This training aims to enable every train attendant to make decisions quickly and accurately while prioritising the safety of LRT Jabodebek users. The Service Excellence training will be implemented in stages so that all train attendants have the same service standards. This effort is part of LRT Jabodebek’s commitment to providing public transportation services that are more reliable, safe, and oriented towards user needs by prioritising safety aspects, in line with the increasing mobility of the community.