Travel Provisions

Other provisions in the effort to prevent the spread of Corona Virus Disease 2019 (COVID-19) are as follows:

• Do handwashing in a place that has been provided at the station
• Each passenger must have prepared a hand sanitizer
• Maintain the physical distancing
• Passenger is in a healthy condition and there are no symptoms of influenza, coughing, fever and/or shortness of breath;
• The boarding process is carried out independently by passengers witnessed by boarding officers using tickets, a valid identity and a statement as described in the terms and conditions above
• Wear a face shield when going into the train
• Occupying a seat as stated in the ticket
• It is forbidden to occupy a seat with a prohibited sign that violates the physical distancing rules
• Masks and face shields must be worn from the departure station, on the way to the destination, until the station parking lot
• Passenger must be willing to be checked at any time the body temperature by officers on the train
• If in the course of experiencing COVID-19 symptoms, influenza or body temperature above 37.3 degrees Celsius, the passenger will be transferred to the isolation train which will be unloaded at the nearest station for further examination by a doctor
• Download and activate the ‘Peduli Lindungi’ application on mobile devices

KAI Train Tickets Refund Policy & Reschedule Policy 

• Refund and reschedule requests due to voluntary reasons (e.g. change of plans) can be done at the latest 1 hour before departure time with a 25% fee of the ticket price. To request it, please go to the KAI counter at the station.

• Refund and reschedule requests due to not being able to provide a negative COVID-19 test result will not incur any fee. To request it, please go to the KAI counter at the station.

• Refund and reschedule requests due to operational reasons (e.g. train is cancelled) will not incur any fee. To request it, go to the KAI counter at the station or call KAI Call Center at 021 121.

• Please bring your e-ticket and ID card (KTP, passport, or Driver’s License; or Student ID for passengers below 17 years old) if you are requesting your refund or reschedule at the KAI counter.

• If you are making a refund or reschedule request on behalf of a passenger, please bring a Letter of Authorization with a duty stamp totaling at least Rp9.000 signed by the passenger, the passenger's original ID card and its copy, and your original ID card and its copy.

• Passengers of intercity trains and local trains/short-distance trains whose trips were canceled by PT KAI, the cancellation process will be carried out no later than D+14 from the departure date listed on the ticket.

• The cancellation process can be made at station counters or via KAI121 WhatsApp (08111-2111-121). For local train/short-distance trains' tickets, the cancellation can only be made at the counter stations.

• Passengers will receive 100% refund excluding order fees. The refund for the cancellation process at the station counters will be made in cash, while the refund for the cancellation process requested via WhatsApp will be made via transfer, 14 days after submission.