JAKARTA - PT Kereta Api Indonesia (Persero) or KAI ensures that the operation of train travel (KA) from the Jakarta area begins to return to normal today, after the incident of the Collapse of KA Purwojaya (KA 58F).
For your information, the Purwojaya train (58F) which previously experienced a landslide at km 56 + 1/2 of the Kedunggedeh Station Emplicam, Bekasi Regency, on Saturday, October 25.
KAI Vice President Public Relations, Anne Purba said departure activities at Gambir Station and Pasar Senen had run smoothly this afternoon. As of 18.00 WIB, 97.73 percent of train trips from Jakarta departed on time, and 85.71 percent arrived on time.
"This afternoon departures from Jakarta are running normally, and customers can return to the journey comfortably. However, we continue to monitor a number of trips that are still experiencing delays due to the continued impact of the incident in Kedunggedeh," he said in an official statement, Monday, October 27.
The following is Operational Recovery Data:
Saturday, October 25, 2025
- Train Departure On Time: 92 Percent
- Train Arrives On Time: 87 Percent
Sunday, October 26, 2025
- Train Departure On Time: 74 Percent
- Train Arrives On Time: 58 Percent
Monday, October 27, 2025
(until 18.00 WIB)
- Train Departure On Time: 97.73 Percent
- Train Arrives On Time: 85.71 Percent
Anne said the joint team from KAI, the Directorate General of Railways (DJKA), the National Transportation Safety Committee (KNKT), and various related parties continue to work intensively to ensure the track can be traversed safely and all trips return to normal.
"We express our appreciation to DJKA, KNKT, and all parties involved in accelerating recovery. Thanks to solid cooperation, the route that was disrupted can now be passed at normal speed, and services are gradually recovering completely," added Anne.
KAI also apologized to all customers for the inconvenience that has occurred over the past few days.
Anne said the affected customers had received compensation services (service recovery) in accordance with applicable regulations, including refunds for tickets and additional facilities at departure and arrival stations.
A total of 10,693 tickets were successfully canceled by KAI as part of the service recovery process for customers who chose not to continue their journey.
Anne said as a form of responsibility to customers, KAI provided compensation in accordance with the Regulation of the Minister of Transportation Number PM 63 of 2019 concerning Minimum Service Standards for People's Transportation by Train.
The compensation provisions for customers who experience delays in travel are as follows:
1. Delayed by more than 1 hour: customers can cancel tickets and get a 100 percent ticket refund (outside of the message duty). If you continue the journey, you will be given light drinks.
2. Delayed more than 3 hours: customers will get drinks and snacks.
3. Delayed more than 5 hours for arrival: customers are entitled to food and snacks when entering their third hour of delay, as well as heavy meals when entering their fifth hour of delay.
Anne said the ticket refund process can be carried out at the station counter which provides direct refund services or via transfer no later than 1 x 24 hours after cancellation.
"The deadline for the cancellation and return of duties is up to seven days from the date and time of departure listed on the ticket," he said.
KAI also facilitates cancellations for customers whose trips are diverted through a rotating route. Under these conditions, customers can choose to cancel the trip and get full ticket refunds.
We received a lot of input from customers regarding the implementation of service recovery. All these inputs are important ingredients for us to improve the service system to be faster, more transparent, and easily accessible," said Anne.
KAI opens all communication channels for customers who wish to convey suggestions, criticisms, or reports through Contact Center 121 and official KAI social media, as well as officers in the field.
"The input from customers means a lot to us. In every incident, we learn to be better. KAI is committed to strengthening the service system and ensuring train travel remains a safe, comfortable, and trustworthy mode of transportation," concluded Anne.
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