Transjakarta Improves Royaltrans Booking System, Allowing Seat Reservations on Site

PT Transportasi Jakarta (Transjakarta) is overhauling the seat booking system for its Royaltrans service after receiving complaints on the first day of implementation. Entering the second day, the system is said to be running more smoothly.

Head of Public Relations and CSR Department at Transjakarta, Ayu Wardhani, stated that as a follow-up to the evaluation, Transjakarta is implementing several improvement measures starting from 16 April 2026. One of them is the introduction of a hybrid ticketing scheme that will run until 24 April 2026.

In this scheme, customers in the Cibubur, Bekasi, and Cinere areas are given two options to access the Royaltrans service. First, through the Transjakarta app for customers who have already booked seats and receive priority. Second, on-site booking with the assistance of staff as long as seats are still available.

“Our field staff are assisting customers to make bookings via the app on site, as long as there are remaining seats on the bus,” said Ayu Wardhani, Head of Public Relations and CSR at Transjakarta, in a statement on Thursday (16/4/2026).

In addition, Transjakarta is also increasing the number of staff at departure points for the next two weeks. These staff are on standby to help customers download the app, activate digital payment methods, and provide education on how to book seats.

Ayu also conveyed an apology for the inconvenience experienced by customers at the beginning of the implementation on 15 April 2026.

“Dear loyal Transjakarta customers, we hear your voice. Regarding the implementation of the Royaltrans seat booking system on new routes starting from 15 April 2026, we apologise for the inconvenience that occurred in the field,” she said.

This seat booking system is an innovation to provide seat certainty and a more comfortable and planned travel experience for customers.

Previously, Royaltrans users complained about the booking system on social media, which went viral. In response, Transjakarta issued an apology for the inconvenience experienced by customers on the first day of the Royaltrans seat booking implementation.

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

She explained that Transjakarta has taken several technical and strategic steps to improve service quality going forward.