KAI Prepares to Resume Normal Long-Distance Train Services Starting Tomorrow, April 30

PT Kereta Api Indonesia (Persero) stated that the recovery process for Long-Distance Train services continues to progress. Services are prepared to return to normal gradually starting April 30, 2026, while still prioritizing safety and operational readiness. 

Currently, train journeys are still experiencing a number of delays as part of the operational pattern adjustment process. Arrangements are made carefully so that journeys can run safely and in a controlled manner again. 

Amidst the recovery process, KAI ensures that the fulfillment of customer rights remains a primary focus. As of April 29, 2026, at 17.00 Western Indonesia Time, as many as 13,027 Long-Distance Train tickets affected by the incident in East Bekasi 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. The entire process can be easily accessed through various service channels," Anne said. 

Ticket refunds apply to customers who cancel trips due to delays, postponements of more than one hour, route changes, up to customers who choose not to use replacement trains or alternative modes of transport. 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. If the journey cannot be continued to the destination station, KAI endeavors to provide alternative transportation, and ticket refunds are still granted in full. 

The refund process can be carried out through several service 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 for the transfer process. 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, while the fund disbursement process is strived to be completed within a maximum of 1 x 24 hours after cancellation is made. Baggage fee refunds are also granted in full if customers do not travel. 

"We apologize for the inconvenience felt by customers. In this recovery process, we ask for understanding if journeys still experience delays, and we continue to strive to ensure that services return to running well and customer rights remain fulfilled," Anne concluded. 

For further information, customers can contact KAI Contact Center 121 or the company's official channels. 

VP Corporate Communication KAI