Passenger Recovery Ongoing, 96 Customers Have Returned Home
PT Kereta Api Indonesia (Persero) continues to provide assistance to customers and families affected by the incident at Eastern Bekasi Station to ensure all handling processes run smoothly until the recovery phase is completed.
As of Friday (5/8) at 07:00 WIB, a total of 96 customers have been discharged and can continue their recovery at home with their families. Meanwhile, 12 other customers remain under follow-up treatment at several hospitals, with their conditions being monitored periodically. All patients who previously underwent intensive care have now been transferred to inpatient rooms.
KAI Vice President of Corporate Communication Anne Purba stated that KAI continues to ensure that the needs of customers and their families are met throughout the recovery process.
"We continue to maintain communication with hospitals, families, and relevant parties to ensure every step of the assistance process goes smoothly. We continue to monitor customers who are still hospitalized, while those who have returned home also continue to receive support according to their needs,"
KAI also maintains its claim or reimbursement service for customers who underwent independent medical treatment. Submissions can be made by attaching required documents including 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.
Psychological support through trauma healing services also remains available for customers and families in need. The service can be accessed via the Information Post at Eastern Bekasi Station or through the call center at 0812-9660-5747. Assistance is provided in stages, starting from telemedicine to in-person sessions based on the condition and needs of the customer.
In addition to focusing on customer recovery, KAI continues to secure customer belongings left behind during the incident. As of May 8, 2026, at 05:00 WIB, a total of 121 items have been found. Of that number, 78 items have been handed over to their owners, while 43 other items remain in the verification process at the Eastern Bekasi Station Lost and Found service.
"We understand that every item left behind holds significant meaning for customers and their families. Therefore, the logging and handover processes are carried out meticulously so that items can be received by their rightful owners,"
The Information Post at Eastern Bekasi Station will remain operational until May 11, 2026, to serve information, administrative, follow-up service, and psychological support needs for customers and families.
"KAI strives to ensure that customers and families continue to receive support throughout the recovery period so that the entire response process can proceed in a better and more structured manner,"
VP Corporate Communication KAI