KAI Guarantees 100% Ticket Refunds for Affected Long-Distance Trains and Continues to Support Victims
In this situation, KAI ensures that customer rights continue to be fulfilled through ticket refunds for affected Long-Distance Train journeys. As of April 28, 2026, at 11.00 Western Indonesia Time, as many as 4,878 tickets have been successfully refunded.
KAI Vice President of Corporate Communication Anne Purba explained that the refund policy is granted in full to provide certainty for customers.
"KAI provides a 100% ticket fare refund excluding the booking fee for affected customers. We ensure that the entire process can be easily accessed through various service channels," Anne said.
In detail, ticket refunds are given to customers who cancel trips due to delays, postponements of more than one hour, changes to travel routes, up to customers who choose not to use replacement trains or connecting modes. This policy also covers round-trip tickets, connecting tickets, and affected KAI Group service tickets within a single booking code.
For customers who still continue their journey using replacement trains with the same or higher class, no additional fees are charged. Meanwhile, if the journey cannot be continued to the destination station, KAI strives for alternative transportation, and if unavailable, ticket refunds are still granted in full.
The refund process can be carried out through several channels. At station ticket counters, customers can apply for cancellation by showing their boarding pass or e-boarding pass for verification, with refunds provided via cash or transfer. Through Contact Center 121, customers simply need to provide the booking code and identity data, and the funds will be transferred directly to the registered account. For journeys cancelled by the company, refunds can also be made through the Access by KAI application.
The deadline for submitting refund applications is given up to 7 days from the departure schedule listed on the ticket, while the fund disbursement process is strived to be completed within a maximum of 1 x 24 hours after cancellation is made.
In addition, baggage fee refunds are also granted in full if customers do not travel.
Meanwhile, based on data updates as of 13.26 Western Indonesia Time, 15 people were recorded dead and 88 people sustained injuries. All deceased victims have been taken to the Kramat Jati Police Hospital for the identification process, while injured victims receive treatment at a number of hospitals.
"We express our deepest condolences to the victims and their grieving families. We also apologize for the inconvenience felt by customers in this situation. Amidst these difficult conditions, we strive to ensure that every victim is handled well, families continue to obtain clear information, and customers acquire their rights through a full ticket refund process," Anne concluded.
KAI will continue to deliver regular information updates along with the progress of handling in the field.
VP Corporate Communication KAI