Residents Complain About Royaltrans Booking System, TransJakarta Responds

The booking or reservation system for Royaltrans, TransJakarta’s premium bus service, has been criticised by residents as not conducive. TransJakarta has expressed apologies for the discomfort experienced by customers on the first day of implementing the Royaltrans seat booking system.

Complaints from several TransJakarta users went viral on social media. From the viral posts, Royaltrans customers complained about the requirement to book tickets through the app without prior socialisation. Additionally, the perceived lateness of Royaltrans buses further made the situation not conducive.

“The implementation of the seat booking system is an innovation to provide seat certainty and a more comfortable, assured, and planned travel experience for customers,” said the Head of Public Relations and CSR Department of TransJakarta, Ayu Wardhani, in a written statement on Wednesday (15/4/2026).

Ayu explained that TransJakarta has taken several technical and strategic steps to improve service quality going forward. One of them is to ensure customers can still book seats on the day of departure as long as seats are available.

Additionally, bookings can be made starting from H-7 through the TransJakarta app to facilitate travel planning. Ayu said TransJakarta also updates seat availability information periodically through official social media accounts and the app as a form of transparency.

On the other hand, field officers are directed to socialise and assist customers in understanding the new system. Ayu emphasised that they are committed to continuously evaluating and listening to customer input.

“We appreciate the patience of customers and continue to strive to provide a premium transportation service that is comfortable, safe, and reliable,” she said.