Boarding Policy

1. Boarding is the ticket check-in process before entering the Whoosh high-speed train station's platform.
2. The boarding gate opens at least 30 minutes before the scheduled departure time and closes 5 minutes before departure.
3. Passengers must insert their Physical Ticket or scan the QR Code from the app at the boarding gate according to the scheduled time.
4. Every passenger must use their own Physical Ticket or QR Code.
5. Passengers are advised to arrive at the station 30 minutes before the scheduled departure time.
6. Passengers who are late for boarding cannot get a refund, and the ticket cannot be used for the next trip.

Baggage Policy

1. Passengers are allowed to bring carry-on luggage with a maximum dimension of 100 cm x 30 cm x 40 cm or a total maximum weight of 20 kg without additional charges.
2. Items exceeding the free allowance will incur an additional charge of 5% of the ticket fare per kilogram.
3. Excess baggage fees must be paid at the departure station.
4. Special Items Allowed: 
   • Manual wheelchairs
   • Baby strollers
   • Walking aids
   • Up to 2 regular lighters
   • Nail polish, nail polish remover, and hair dye (max 20 ml each)
   • Aerosol sprays (max 120 ml)
5. Bicycle Policy: 
   • Only foldable bicycles are allowed in the cabin
   • Maximum weight of 20 kg
   • Maximum wheel diameter: 22 inches
   • Must not pose any risk of damage to the train facilities
   • Non-foldable bicycles are strictly prohibited in passenger cabins and dining cars. This restriction applies to fully assembled non-foldable bicycles, disassembled bicycle components, and any type other than the foldable bicycles specified in the previous section.
6. Prohibited Items:
   • Animals
   • Firearms and sharp weapons
   • Flammable or explosive materials
   • Items that may disturb or harm other passengers
   • Items deemed inappropriate for transport by train/station staff
   • Any items prohibited by law
7. Baggage must be stored in overhead racks or designated areas and should not obstruct or endanger other passengers or damage the train.
8. PT KCIC and tiket.com are not responsible for damage or loss of personal belongings. Passengers are responsible for their own baggage.
9. Passengers will be held liable and required to pay compensation for any damage to the Whoosh High-Speed Train caused by their baggage.

Refund & Reschedule

1. Cancellations and reschedules must be processed in person at the designated train station.
2. Refunds should proceed to the "Refund Tiket" counter at the station. This must be done no later than 2 hours before the departure time printed on the ticket.
3. To request a refund, passengers must complete a refund form and provide the following:
   • Identification card number
   • Screenshot of the booking confirmation and payment receipt.
4. Please note that a 25% fee will be deducted from the refund amount. The booking fee is non-refundable and will not be included in the refund.
5. ⁠Refunds will be processed within a maximum of 15 calendar days from the date of application.
6. For more detailed information, please contact PT KCIC at WhatsApp 0815-1032-0909 or email: cs@kcic.co.id

Rate Terms

For those traveling with kids, here are the rate terms:

1. Passengers aged 3 years and above are subject to adult fares and are entitled to a seat assignment.
2. 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.