Important Information about Traveling by Train
General Terms & Conditions
Before traveling by train, here are the general terms and conditions you need to know:
- Check in and print your boarding pass at the station as early as 7 days before the scheduled departure.
- Passengers can check in by downloading the electronic boarding pass through the Access app starting 2 hours before departure.
- When boarding 2 or more consecutive trains, ensure you allocate enough time to board the next train. KAI does not offer compensation if you fail to board the connecting train unless the preceding train is delayed by more than 3 hours.
- Pregnant women are allowed to travel by train if their gestational age is between 14-28 weeks, they are in good health, and accompanied by at least 1 adult passenger.
- All passengers must present official proof of identity (original). The name on the identification must match the one on the boarding pass.
Rate Terms
For those traveling with kids, here are the rate terms:
- Passengers aged 3 years and above are subject to adult fares and are entitled to a seat assignment.
- Passengers under the age of 3 (infants) can travel free of charge if they do not occupy a seat of their own (1 child per accompanying adult).
Baggage Policy
For a smooth trip, ensure your belongings and baggage comply with the applicable regulations.
Free baggage
Each passenger is allowed to bring baggage into the train with the following conditions:
- Maximum number of baggage: 4 pieces.
- Maximum total baggage weight: 20 kg.
- Maximum volume: 100 dm3.
- Maximum dimension: 70 x 48 x 30 cm.
Excess baggage rates (paid at the station)
- Executive class: IDR 10.000/kg
- Business class: IDR 6.000/kg
- Economy class: IDR 2.000/kg
Excess baggage
- Other items that may be brought into the train cabin include manual wheelchairs, baby carriages, and walking aids.
- Bicycles that may be brought into the train cabin:
- only folding bicycle type;
- with a maximum weight of 20 kg; and
- has wheels with a maximum diameter of 22 inches.
Prohibited items
- Types of bicycles other than folding bicycles, either unassembled or assembled.
- Any animals and pets.
- Psychotropic narcotics and other addictive substances.
- Firearms and sharp weapons.
- Surfboards.
- All items that are flammable or explosive.
- Items with unpleasant odors or those that may disturb the health and comfort of other passengers.
- Items deemed unsuitable for transport as baggage based on the discretion of the staff.
- Items prohibited by applicable laws and regulations.
Disclaimer: Passengers are responsible for any damage caused to the train by their luggage and are required to compensate for the actual loss incurred due to such damage.
Boarding Policy
Before embarking on your journey, you need to undergo the boarding process for identity verification, ensuring travel security, and arranging seat placements to avoid errors in passenger seating within the train. Here are the things you need to prepare during the boarding process:
Prepare Identification Documents:
- When presenting your boarding pass, make sure you have valid official identification, either an ID card, driver's license, passport, or other photo-bearing documents.
- If eligible for a discount, ensure that the identification provided indicates your entitlement to the discount.
Disclaimer:
- Ensure that the name on the identification matches the one stated on the ticket/Boarding Pass.
- For security reasons, entry to the station and boarding the train is not permitted if the identification does not match.
Trip Cancellation
If you need to cancel your trip, you can do so at the station counter or via the KAI Access app with the following conditions:
Cancellation time:
- You can cancel your trip at the station counter no later than 30 minutes before the scheduled departure.
- Trip cancellation via the Access app can be made no later than 2 hours before the scheduled departure.
Cancellation documents:
- ID card, passport, or driver’s license that match the information on your boarding pass or ticket.
- Fill out the cancellation form.
- If you’re not the owner of the Boarding Pass, please include a stamped authorization letter from the respective owner.
- If there are multiple passengers with the same booking code, please include a single copy of identification or authorization letter from one passenger.
Cancellation fee:
25% of the train ticket fare, excluding booking fees.
Refund process:
- The validated cancellation form will serve as a proof for the refund process, either through transfer after the 30th day or in cash at the designated station.
- Cancellation due to the unavailability of transportation for operational reasons will result in a full refund of the ticket fare, excluding booking fees and/or discounts.
Rescheduling Policy
You can reschedule your train trip directly through KAI Access or at the station ticket counters, with the following conditions:
Rescheduling time:
- Reschedule at the station counter no later than 60 minutes before the scheduled departure; or
- Reschedule via the Access app no later than 2 hours before the scheduled departure.
Accepted rescheduling categories:
- Same train on a different departure date.
- Different trains on the same departure date.
- Different trains on a different departure date.
Rescheduling fee:
25% of the train ticket fare, excluding booking fees.
Fare difference:
- If the new fare is higher, the passenger must pay the fare difference.
- If the new fare is lower, the passenger will not get any refund for the fare difference.
Rescheduling condition:
Reschedule can be done if there are still seats available on the new (replacement) train.