KAI Guarantees Ticket Refunds for Passengers Affected by Bekasi Train Accident

A severe train accident at Bekasi Timur Station has led to significant disruptions across the rail network, resulting in numerous journey postponements and cancellations. In response to this unfortunate event, PT Kereta Api Indonesia (KAI) has promptly assured that all affected passengers will receive a full refund for their tickets.

“KAI is providing a 100% refund of ticket fares, excluding booking fees, for all customers impacted by this incident. We are committed to ensuring that the entire refund process is easily accessible through our various service channels,” stated Anne Purba, Vice President Corporate Communication KAI, in her official remarks on Tuesday (28/4).

Anne further elaborated that as of 11:00 AM WIB today, an impressive total of 4,878 tickets had already been successfully processed for refunds, highlighting the swift action taken by the company.

Refunds are applicable to passengers who have canceled their travel plans due to significant delays, postponements exceeding one hour, or changes in their scheduled travel route. This policy also extends to customers who choose not to utilize substitute train services or alternative onward modes of transportation provided by KAI. The comprehensive refund policy covers all types of tickets, including round-trip journeys, connecting tickets, and KAI Group services booked under a single affected booking code.

For passengers who opt to continue their journey using a substitute train, KAI ensures that no additional charges will be incurred if the replacement service is of the same or a higher class. In situations where the journey cannot be completed to the final destination, KAI is actively working to arrange onward transportation. Should such alternative transport not be available, passengers will still be granted a complete ticket refund.

Cara Refund

The refund process has been streamlined for passenger convenience and can be initiated through several accessible channels. At the station ticket counters, customers can submit their cancellation requests by presenting their boarding pass or e-boarding for verification. The refund will then be processed either in cash or via bank transfer, depending on the passenger’s preference.

Alternatively, passengers can contact Contact Center 121, where they simply need to provide their booking code and identity details, and the refund amount will be transferred directly to their registered bank account. For journeys that have been canceled by KAI itself, refunds can also be conveniently processed through the ‘Access by KAI’ application.

Passengers are given a generous timeframe of up to 7 days from the scheduled departure date printed on their ticket to submit a refund request. KAI is committed to processing and disbursing the refund funds within a maximum of 1 x 24 hours following the successful cancellation submission. Moreover, a full refund for baggage fees will also be provided to passengers who ultimately do not proceed with their travel plans.

KAI Sampaikan Belasungkawa

In a solemn update, based on data refreshed as of 1:26 PM WIB, the tragic incident has regrettably resulted in 15 fatalities and 88 injuries. All deceased victims have been respectfully transported to RS Polri Kramat Jati for crucial identification procedures, while those injured are currently receiving urgent medical care at various hospitals.

“We extend our deepest condolences to the victims and their grieving families during this immensely difficult time. We also sincerely apologize for any inconvenience experienced by our valued customers amidst these challenging circumstances,” Anne concluded. “In this period of hardship, we are steadfast in our commitment to ensuring every victim receives appropriate care, families are kept well-informed with clear updates, and all passengers rightfully receive their full ticket refunds.”