Transjakarta Protested by Residents Due to New Royaltrans Booking System, Pramono: It Appears There Has Been No Socialization 

JAKARTA - Royaltrans services experienced an unconducive situation this morning. The reason is the new policy from Transjakarta which requires users to book seat tickets online to use the Royaltrans service on all routes.

Many Royaltrans users, especially on routes departing from Cibubur, complained about this new policy. They, who usually use the service by buying tickets directly at the stop, feel that they do not get clear information, so that there is a buildup of passengers.

Responding to this, the Governor of DKI Jakarta Pramono Anung assessed that this condition occurred due to a lack of socialization carried out by PT Transjakarta as the BUMD provider of Roytrans services.

"Later we will perfect it, improve it. But the point is that whatever the policy is, there should be a time gap to carry out socialization. This can be seen if there is no socialization," said Pramono at the DKI Jakarta City Hall, Wednesday, April 15.

Meanwhile, the Head of the Transjakarta Public Relations and CSR Department, Ayu Wardhani, apologized for the inconvenience. He explained that this seat reservation system is an innovation designed to improve passenger comfort, especially by ensuring seat availability.

"The implementation of the seat booking system is an innovation that is presented to provide certainty of seats as well as a more comfortable, certain, and planned travel experience for customers," said Ayu in his statement.

However, in the field, this change in the system has actually caused confusion. A number of passengers complained about the limited information and difficulty accessing seats, especially for those who are used to riding directly without reservations.

In response to this, Transjakarta claimed to have made a number of technical and operational adjustments. "We heard customer feedback, then took technical and strategic steps to ensure a better customer experience," said Ayu.

One of the adjustments is the flexibility of booking. Passengers can still book a seat on the day of departure as long as it is still available. On the other hand, officers in the field are also asked to be more active in helping passengers who are not familiar with this new system.

"Through the application, customers can still make reservations on the day of departure, if the seats are still available. To make it easier for customers to plan their trips, booking Royaltrans seats through the TJ: Transjakarta application can be done starting H-7 departure," explained Ayu.