Legal Protection Of Consumers Against Train Delays: A Case Study Of Pt Kereta Api Indonesia (Persero)

Abstract

This study aims to analyze the legal protection provided to consumers for delays in railway transportation services operated by PT Kereta Api Indonesia (Persero) Operational Area 3 Cirebon. A normative juridical method was employed using statutory and conceptual approaches through qualitative analysis of primary, secondary, and tertiary legal materials. The findings indicate that PT KAI is obligated to provide compensation for train delays in accordance with applicable regulations. However, the implementation of consumer protection remains constrained by consumers’ limited awareness of their rights and inadequate complaint mechanisms. Therefore, greater dissemination of consumer rights and the optimization of PT KAI’s services and responsibilities are necessary to ensure effective and equitable legal protection for railway service consumers.