JAKARTA - PT Kereta Api Indonesia (Persero) or KAI has expanded its reach of 100 percent refund services as a form of responsibility for travel disruptions due to the incident of the downturn of the Argo Bromo Anggrek train that occurred on Friday, August 1.
KAI Vice President Public Relations, Anne Purba, said that now the duty return process is no longer limited to the station counter. Starting today, at 14.00 WIB, customers can cancel tickets and apply for refunds independently through two additional channels, namely Contact Center 121 (CC121) and the VoIP feature in the Access by KAI application.
"We understand that not all customers have the time or convenience to come directly to the station. Therefore, KAI presents a remote option so that the refund process remains easy, safe, and fast," he said in an official statement, Monday, August 4.
Anne said this step reinforces KAI's commitment to continue to prioritize customer rights, especially for passengers affected by travel disruptions.
"Refund services only apply to trains that have been designated as cancel trains and do not apply to lower service classes," he said.
The refund submission process through CC121 and VoIP is designed as simple as possible. Anne said that customers simply contact the service, submit booking codes, personal data, and account numbers.
Furthermore, continued Anne, officers will verify and process the cancellation. Funds will be returned directly to the customer's account via bank transfer.
"Without a physical form, without queues, and without cuts. This is KAI's way of maintaining customer confidence," said Anne.
Anne said customers who still want to arrange for direct cancellation at the station counter will also still be served.
Furthermore, Anne said that the 100 percent refund service provision applies to customers who experience departure delays for more than 1 hour. Second, refusing to change the travel route (rerouting). Third, you cannot continue the journey to the destination station.
"Fourth, rejecting substitute train services or other modes of transportation offered," he said.
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