KAI’s Disappointing Ticket Cancelation Service
MY family and I planned to go to Bandung (West Java) to attend the wedding of the grandchild of my older brother on April 11, 2020.
ON March 3, my younger brother bought tickets for the trips on April 8 (Jakarta-Bandung) and April 12 (Bandung-Jakarta). However, due to the coronavirus outbreak and the government’s appeal that residents limit outdoor activities and those that involve many people, the wedding party was called off. Then we also canceled our plan to go to Bandung and tried to cancel the ticket purchase online via the KAI Access application. Kereta Api Indonesia (KAI) announced a 100 percent refund for passengers canceling their trips during the period of March 23 to May 29, 2020.
My younger brother’s ticket could be canceled online, but my ticket and those of my wife and child could not. I was asked to cancel it at the Gambir Station, Central Jakarta. I had not left home for three weeks following the government instruction in the effort to reduce coronavirus transmissions.
Finally I, 73 years old, had to travel from Depok (West Java) to the Gambir Station on April 2. Upon arrival at the station, I met a customer service officer of KAI. I was asked to present all data and proofs of ticket purchase and then told to queue up at the counter. The process of cancellation was very slow. After I had waited for three hours, the officer delivered a ticket cancelation certificate. The officer also told me that the refund would be made within one month through a Bank Central Asia (BCA) transfer.
After receiving the cancelation papers, I went home right away. Out of exhaustion, I did not check the contents of it. At home, I just learnt that the cancelation certificate mentioned the refund of only Rp390,000, while I had paid Rp780,000. It seemed that the officer had only canceled the ticket for the trip on April 12, while the ticket for April 8 was not canceled. To handle this, I had to return to the Gambir Station.
I am disappointed by KAI’s ticket cancelation policy for passengers, which is not in compliance with the government policy for the coronavirus emergency period. As the government appeals residents to stay at home, KAI asks passengers canceling their tickets to settle the matter directly at the train station.
Rachmad Rusadi Soemadipradja
Depok, West Java
Kereta Api Indonesia’s Response
IT is true that Kereta Api Indonesia (KAI) applies a 100 percent refund policy to the cancelation of tickets for the trips in the course of the coronavirus emergency period of March 23 to May 29, 2020 (91 days). The railway trips planned by Bapak Rachmad Rusadi Soemadipradja and family, for April 8 (Jakarta-Bandung) and April 12 (Bandung-Jakarta), were within the coronavirus emergency period so that they were entitled to a 100 percent refund of the value of tickets canceled.
It is also true that ticket cancelation can be done online via the latest version of KAI Access, with the provision that the identity number in the KAI Access account matches that of the person ordering tickets. When they match, cancelation can be done for the other tickets still under one booking code.
After coordinating with the relevant unit, we found the tickets of Bapak Rachmad, wife, and younger brother are under one booking code. It means that the tickets actually could be canceled via KAI Access without having to go to the station. But possibly because the other data under one booking code were not included in the process, only one name was processed by the system.
As for the cancelation at the station, it happened because when completing the ticket cancelation form, Bapak Rachmad only wrote one trip, which was on April 12, 2020. The trip data on April 8, 2020 was not included so that it did not enter the system to be canceled.
We offer our deepest apology for any inconvenience caused by the ticket cancelation service. We also feel very grateful for the very kind acceptance of Bapak Rachmad through the 121 customer service that already contacted Bapak so that the misunderstanding could be settled amicably.
Chief Spokesperson for Kereta Api Indonesia,
Operational Region 1, Jakarta