JAKARTA - PT Kereta Api Indonesia (Persero) ensures that long-distance train operations (KAJJ) have gradually returned to normal today, Thursday, April 30, after being previously disrupted due to a train collision incident in East Bekasi.
KAI Vice President of Corporate Communication Anne Purba said the normalization process was carried out by prioritizing travel safety and technical readiness in the field.
"Services are prepared to return to normal gradually starting April 30, 2026, while still prioritizing safety and operational readiness," Anne said, quoted Wednesday evening.
However, he admitted that the recovery process was still ongoing so that a number of train trips still experienced adjustments to operating patterns and delays.
In the midst of this normalization process, KAI ensures that customer rights remain a priority. As of April 29, 2026 at 17.00 WIB, a total of 13,027 affected KAJJ tickets have been processed for return.
"KAI will return the ticket fee of 100 percent outside the message fee for affected customers," said Anne.
The refund policy applies to customers who cancel their trip due to delays of more than one hour, route changes, or those who choose not to use a replacement train.
The return also includes round-trip tickets, connecting tickets, and KAI Group service tickets in one booking code. Meanwhile, customers who continue to travel with a replacement train of the same or higher class are not subject to additional charges.
KAI also prepares an additional mode of transportation if the journey cannot be continued to the final destination, while still providing a full refund.
The refund process can be carried out through the station counter, Contact Center 121, and the Access by KAI application. The deadline for submitting a ticket refund is up to seven days from the departure schedule, with the disbursement of funds targeted to be completed within 1x24 hours.
"We ask for your understanding if the journey is still delayed, and we continue to work to ensure that services run well again," said Anne.
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