First Half of 2026, KAI Managed 12,656 Lost and Found Items with an Estimated Value of IDR 8.86 Billion
PT Kereta Api Indonesia (Persero) recorded a total of 12,656 found items at stations and onboard trains throughout the First Half of 2026. These items had an estimated value of IDR 8,861,383,500 and were handled through KAI’s Lost and Found service.
Vice President Corporate Communication KAI Anne Purba said that the handling of left-behind items is an important part of the customer experience. When customers realize that they have left an item behind, the speed of response, ease of obtaining information, security of storage, and certainty of the verification process all contribute to the customer’s experience of railway services.
“Customer experience is built on safe journeys, easily accessible information, and certainty when customers need assistance. Through the Lost and Found service, every found item is recorded, documented, secured, and verified so that its handling is carried out in an orderly manner and can be accounted for,” said Anne.
Based on category, the found items from January to June 2026 consisted of 622 food items, 9,165 general items, and 2,869 valuable items. General items included bags, clothing, water bottles, umbrellas, chargers, books, and various travel necessities.
Meanwhile, valuable items may include mobile phones, laptops, wallets, jewelry, cash, and important documents. The variety of these items shows that a single item left behind may have economic value, an important function, or personal value that is difficult for its owner to replace.
“For customers, a left-behind item can affect the continuation of their journey, work activities, and even access to important documents. Therefore, officers carry out every stage carefully, starting from recording, storage, data matching, to ownership verification,” said Anne.
By region, the highest number of found items was recorded in Operational Area (Daop) 8 Surabaya with 3,050 items. This was followed by Daop 1 Jakarta with 2,611 items, Daop 5 Purwokerto with 1,952 items, Daop 2 Bandung with 1,479 items, and Daop 4 Semarang with 1,284 items.
This distribution reflects the implementation of the Lost and Found service across KAI’s various operational areas. Officers at stations and onboard trains play a role in securing found items, recording their characteristics in detail, and connecting customer reports with found item data.
Anne explained that items found on trains or at stations will first be announced through the public address system. If no customer claims the item, officers will secure it, record its details, document it, enter it into the Lost and Found system, and store it according to the applicable category and procedures.
Customers who are still traveling may immediately report the item to the conductor, security officers, or Customer Service on Train. After arriving at the station, reports may be submitted to Customer Service on Station, security officers, or Lost and Found service officers. Customers who are unable to report in person may contact the KAI Contact Center 121.
To ensure the search process proceeds more quickly, customers should provide a detailed description of the item, the date and time of travel, the train name and route, seat number, booking code, and the last location where the item was seen. Travel data and item descriptions should be submitted through KAI officers or official channels to maintain the security of customers’ personal data.
If the item is found, officers will match the report with the found item data. Customers are required to present identification, a ticket or booking code, and explain the item's distinguishing characteristics as part of the ownership verification process. Once the data has been confirmed to match, the handover will be carried out through official documentation and record-keeping. KAI’s Lost and Found service is provided free of charge.
KAI encourages customers to keep valuable items in places that are easy to monitor and to label bags or suitcases with their names or contact numbers. Before getting off, customers are advised to check the luggage racks, seating area, folding table, power outlets, seat pockets, and the area underneath the seat.
“Take a moment to check all of your belongings before getting off the train or leaving the station. The sooner a report is submitted, the greater the chance that the item can be found. KAI will continue to improve service quality so that every customer receives a response that is fast, clear, secure, and trustworthy,” Anne concluded.
VP Corporate Communication KAI