KAI Successfully Mediates Tumbler Dispute, Reinforces Service Commitment

Amicable Resolution Reached through Mediation

PT Kereta Api Indonesia (KAI) has successfully mediated a dispute between one of its Passenger Service officers and a passenger concerning a missing tumbler on KAI's Commuter Line (KRL) service. The mediation process, conducted at the KAI Wisata office in Jakarta's Gondangdia Station on November 27, 2025, concluded with an amicable resolution.

KAI's Commitment to Professional Service and Employee Support

KAI's CEO, Bobby Rasyidin, stated that the company prioritizes professional service while ensuring full support for its employees in carrying out their duties. He emphasized that every KAI employee is committed to serving customers with high dedication while being protected and supported by the company. The employee involved in the incident will continue to be part of KAI Group, serving as part of the frontline service team.

Maintaining Customer Satisfaction and Employee Protection

This incident highlights KAI's efforts to balance customer satisfaction with employee protection. The company's proactive approach in mediating the dispute demonstrates its commitment to maintaining high service standards while ensuring that its employees are supported in their roles. The successful mediation reflects positively on KAI's customer service and human resources management practices.