KAI Accompanies Passenger Recovery, 84 Customers Return Home, 17 Remain Hospitalized

PT Kereta Api Indonesia (Persero) continues to extend support to all customers and families affected by the incident at Eastern Bekasi Station until every stage of handling is completed.

As of Monday (5/4), 84 customers have returned home, while 17 customers remain under treatment in several hospitals. KAI ensures that regular monitoring of customer conditions is conducted so that all medical and care needs are fully met.

KAI Vice President of Corporate Communication Anne Purba stated that assistance is provided comprehensively, both for customers still receiving treatment and those who have returned home.

"We continue to monitor the condition of customers who are still hospitalized and ensure that their treatment needs are met. For customers who have returned home, we continue to extend support as needed," she said.

KAI also provides a claim or reimbursement mechanism for customers who paid for medical treatment independently. Required documents include proof of travel, customer identification, receipts and itemized medical costs, a medical summary, and a copy of a bank account. Once documents are declared complete, the claim process will be coordinated with the insurance provider, with an estimated completion time of no later than 21 working days.

As part of the recovery process, trauma healing services remain available for customers and families in need. Submissions can be made through the Information Post at Eastern Bekasi or via the call center at 0812-9660-5747. Support can begin via telemedicine and continue in person as required.

KAI also continues to handle customer belongings left behind during the incident. As of May 4, 2026, at 08:00 WIB, a total of 115 items have been found. Out of this number, 61 items have been returned to their owners, while 54 items are awaiting retrieval.

All items have been secured and logged through the Lost and Found service at Eastern Bekasi Station. KAI encourages customers, families, or relatives who believe they have lost items to visit the post promptly for the verification and retrieval process.

"KAI ensures that every item is processed through careful verification so it can be returned to its rightful owner. We also sincerely apologize for the inconvenience experienced by our customers," Anne added.

The Information Post at Eastern Bekasi Station will remain open until May 11, 2026, serving as a support service center that covers information, administrative coordination, follow-up services, and psychological support.

"KAI will continue to ensure that the entire support process runs smoothly so that customers and their families can navigate this recovery period with greater peace of mind and direction," Anne concluded.

VP Corporate Communication KAI