Passenger Support Ongoing, 90 Recovered Passengers Have Returned Home
PT Kereta Api Indonesia (Persero) continues its assistance process for customers and families affected by the incident at Eastern Bekasi Station to ensure all stages of handling proceed well until completion.
As of Wednesday (5/6) at 05:00 WIB, a total of 90 customers have returned home, while 17 customers remain under treatment at several hospitals.
KAI Vice President of Corporate Communication Anne Purba stated that regular monitoring of customer conditions continues to be conducted so that care needs are comprehensively met.
"We continue to coordinate with hospitals, families, and relevant parties so that the assistance process runs well. Our focus at present is ensuring that customers still undergoing treatment receive the necessary support, while customers who have returned home also continue to receive support as needed," said Anne.
KAI also maintains its claim or reimbursement service for customers who paid for medical treatment independently. The submission process can be carried out by attaching documents including proof of travel, customer identification, receipts and itemized medical expenses, 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.
In addition to medical and administrative support, trauma healing services remain available for customers or families seeking psychological support. Services can be accessed through the Information Post at Eastern Bekasi Station or via the call center at 0812-9660-5747. Support can begin via telemedicine and continue in person as required.
KAI also continues to log and secure customer belongings left behind during the incident. As of May 6, 2026, at 05:00 WIB, a total of 118 items have been found. Out of this number, 75 items have been handed over to their owners, while 43 other items remain at the Lost and Found service at Eastern Bekasi Station for further verification.
"We ensure that every item found is processed carefully so it can be returned to its rightful owner. We understand that these items hold important value for our customers and their families," Anne added.
The Information Post at Eastern Bekasi Station will remain open until May 11, 2026, as a support service center encompassing information, administrative coordination, follow-up services, and psychological support for customers and families.
"KAI will continue to be present to support customers and families throughout the recovery process so that all handling needs can run more calmly, systematically, and effectively," Anne concluded.
VP Corporate Communication KAI