JAKARTA - PT Kereta Api Indonesia (Persero) or KAI has made a refund for 4,878 tickets following the accident between the KRL and the Long Distance Train (KA) at the Bekasi Timur Station last night.
In the midst of the grief still felt as a result of the incident, KAI expressed its condolences to all the victims and their families who were affected, while continuing to ensure that every handling process was carried out with caution.
Vice President of Corporate Communication at KAI, Anne Purba, emphasized that the refund policy is given in full to provide certainty to customers.
"KAI provides a 100 percent return of the ticket fee in addition to the message fee for affected customers. We ensure that the entire process can be accessed easily through various service channels," Anne said in an official statement, Tuesday, April 28.
Anne said that refunds were given to customers who canceled their trips due to delays, delays of more than one hour, changes in travel routes, and customers who chose not to use replacement trains or advanced modes.
Anne said this policy also includes round-trip tickets, connecting tickets, and KAI Group service tickets in one affected booking code.
Meanwhile, Anne continued, for customers who decide to leave, they will continue their journey using a replacement train with the same or higher class without additional charge.
"Meanwhile, if the journey cannot be continued to the destination station, KAI is trying to find a continuation mode. If it is not available, the return of the ticket will still be given in full," he said.
How to Apply for a Refund
Anne said returns and or refunds can be made through several channels. At the station counter, customers can apply for cancellation by showing a boarding pass or e-boarding for verification, with a refund via cash or transfer.
Then it can also be through the Contact Center 121, customers only need to convey the booking code and identity data, after that the funds will be transferred directly to the registered account.
"For trips canceled by the company, refunds can also be made through the Access by KAI application," he said.
Anne said, KAI also set a time limit for submitting refunds up to seven days from the departure schedule shown on the ticket, with the process of disbursing funds being completed a maximum of 1 x 24 hours after the cancellation is made.
"The return of baggage fees is also given in full if customers do not travel," he said.
The English, Chinese, Japanese, Arabic, and French versions are automatically generated by the AI. So there may still be inaccuracies in translating, please always see Indonesian as our main language. (system supported by DigitalSiber.id)
