How To Refund

How do I cancel/submit a refund for my train ticket?

You can cancel or submit a refund for your train ticket. However, according to the policy of PT KAI, order cancellation and refund submission must be done directly at the train station for verification purposes.

Here are some important things related to the train ticket refund process:

1. Cancellations are served at special station counters no later than 30 minutes before the scheduled departure of the train.
2. The passenger must show proof of the original identity according to the data listed on the Boarding Pass along with a copy (photocopy).
3. The cancellation fee is 25% of the train rate.
4. The refund will be transferred after 30 days or taken in cash at the designated station by submitting a cancellation form, which is filled out at the time of cancellation and validated, as well as showing a proof of the corresponding original identity.

Refund information for prospective passengers who do not pass the COVID-19 screening

Passengers who do not pass the COVID-19 screening and can not comply with the travel terms and conditions can cancel their tickets no later than 30 minutes before the scheduled departure listed on the ticket. Here are some of the points to note:

1. Cancellations can be made via 121 WhatsApp Contact Center at 0811-1211-1121. Fill in the ticket cancellation form provided by the contact center. Include the booking code, identity, and the positive result of the rapid antigen or RT-PCR test.
2. Cancellation can be made no later than 30 minutes before the scheduled departure listed on the ticket.
3. 100% full cancellation (excluding messaging fees).
4. Refunds will be sent via bank transfer within 1x24 hours from the cancellation date. Make sure the account number given matches one of the passengers' names listed on the ticket.

If there is a cancellation from KAI, you can apply for a refund at the station counter or KAI Contact Center service via WhatsApp KAI121 at 08111-2111-121.

For further information, please contact PT KAI by telephone at 021-121 (24 hours)

How To Reschedule

How is the process for train reschedule?

In accordance with PT KAI's policy, submissions for changes to the train schedule must be made directly at the train station for verification purposes.

Here are some important things related to the process of submitting changes to train ticket schedules:

• Schedule changes can be made to the Train with the following conditions:
  • same train on a different departure day;
  • a different train with the same departure day;
  • a different train on a different departure day.
• Schedule changes can be made if the seat is still available on the new (replacement) train.
• Reschedule requested no later than 60 minutes before the scheduled departure of the train.
• A cancellation fee of 25% of the train rate will be charged to the passenger.
• If the new train ticket price is higher, the passenger must pay the fare difference.
• If the new train ticket price is lower, then the fare difference will be returned. 

For more information, contact PT. KAI by telephone at 021-121 (24 hours)

Important Info

Referring to the Ministry of Transportation's Circular Letter No. 84 of 2022, effective on August 30, 2022, passengers of long-distance trains in Java and Sumatra must adhere to the following regulations:

• Bring a COVID-19 vaccination card/certificate (at least the first dose). You can download the COVID-19 certificate at the PeduliLindung app (Google Play Store or Apple App Store).

• Passengers can temporarily add infant tickets (children under three years) at the KAI counter by filling out the form and still using the NIK (Population Identification Number) as identity. Additional tickets can be made at least one hour before departure.

In addition, passengers must also follow other health protocols as follows:

• Body temperature no more than 37.3 degrees Celsius.
• Passengers are required to wear a 3 (three) layer cloth mask or medical mask covering the nose, mouth, and chin during traveling by train and while at the train station or when in crowd conditions.
• Required to replace masks regularly every four hours, and dispose of waste masks in the places provided.
• Wash hands regularly using water and soap or hand sanitizer, especially after touching objects that other people have touched.
• Maintain a minimum distance of 1.5 meters from other people and avoid crowds.
• Must implement and comply with health protocols, namely wearing masks, washing hands with soap in running water, maintaining distance, staying away from crowds, reducing mobility and avoiding eating together, and using hand sanitizer (6m).
• No one-way or two-way talk by telephone or in person while traveling.

Covid-19 Vaccination Service at the station

Starting 17 July 2022, free Covid-19 vaccination services are available at various stations as well as Mediska Clinic facilities (KAI's health facility located in the station area).

The service is currently available at the following cities and stations:

1. Manggarai
2. Mediska Clinic Cirebon
3. Purwokerto Station
4. Mediska Clinic Kroya
5. Mediska Clinic Kutoarjo
6. Mediska Clinic Yogyakarta
7. Mediska Clinic Solo Balapan
8. Mediska Clinic Madiun
9. Mediska Clinic Surabaya Gubeng
10. Mediska Clinic Jember
11. Mediska Clinic Padang
12. Mediska Clinic Palembang
13. Kertapati Station
14. Mediska Clinic Tanjungkarang
15. Baturaja Station

Rapid Antigen Test Service

Starting on 24 September 2021, the price for a rapid test antigen is IDR 35,000⁣. The rapid antigen test service is available at 84 stations in Java and Sumatra.⁣

List of Stations Serving Rapid Antigen Test

PCR Test Service

PT Kereta Api Indonesia (Persero) provides a PCR test service for IDR 195,000 at 17 stations during the Christmas and New Year 2022 period, starting December 23, 2021.

List of Stations Serving PCR Test

1. Gambir
2. Pasar Senen
3. Bandung
4. Kiaracondong
5. Cirebon
6. Cirebon Prujakan
7. Jatibarang
8. Babakan
9. Semarang Tawang
10. Yogyakarta
11. Solo Balapan
12. Surabaya Pasar Turi
13. Purwokerto
14. Surabaya Gubeng
15. Malang
16. Madiun
17. Jember

Passengers who wish to use the PCR and rapid antigen test service at the station are encouraged to do so one or two days before the scheduled trip to avoid delays if it is done on the day of departure.

Only passengers with a long-distance train ticket booking code are allowed to undergo a rapid antigen test at the station.

For more info on the COVID-19 test service at the station, you can contact the KAI Contact Center by phone at 021-121, email cs@kai.id, social media KAI 121, and humas@kai.id. 

Long-distance Train Schedule

To see the list of long-distance train schedules that are still in operation and the ones canceled, check our info for train trips page.