PELNI Apologizes for the Inconvenience Experienced by Passengers of KM Sabuk Nusantara 92

PT PELNI (Persero) extends its apologies for the inconvenience experienced by passengers of KM Sabuk Nusantara 92 during its voyage from Kalianget Port to Masalembu Port on Tuesday (March 17).

Press Release
PT PELNI (Persero)
No: 03.29/36/PR/III/2026

PELNI Apologizes for the Inconvenience Experienced by Passengers of KM Sabuk Nusantara 92

Jakarta, March 29, 2026 – PT Pelayaran Nasional Indonesia or PT PELNI (Persero) extends its apologies for the inconvenience experienced by passengers of KM Sabuk Nusantara 92 during its voyage from Kalianget Port to Masalembu Port on Tuesday (March 17).

PELNI Corporate Secretary Ditto Pappilanda stated that the company is committed to continuously evaluating and improving passenger services.

“We sincerely apologize to passengers for the inconvenience experienced. We continue to carry out evaluations and service improvements, and remain committed to serving wholeheartedly to ensure every passenger journey remains safe, comfortable, and pleasant,” said Ditto.

KM Sabuk Nusantara 92 has a capacity of 400 passengers, while at the time of the incident the number of passengers on board was recorded at 291.

“Regarding the air conditioning (AC) issue, it is true that there was a technical problem. However, the crew on duty made maximum efforts to address the issue and maintain passenger comfort during the voyage,” Ditto added.

Regarding information circulating about a passenger being removed from the vessel, PELNI clarified that no such incident occurred. The situation was actually due to a miscommunication between the ship’s crew and the passenger.

“The passenger requested to be moved to the prayer room (musala), which has a cooler temperature. However, this could not be accommodated as it would disrupt other passengers’ worship activities,” explained Ditto.

In handling the situation, the Captain offered the passenger the option to continue the journey in accordance with applicable regulations or to discontinue the voyage for the sake of overall comfort.

“The passenger chose to disembark. All of our crew members have carried out their duties in accordance with procedures, including maintaining order and ensuring maritime safety. Once again, we apologize for the inconvenience. This feedback will serve as an evaluation for future improvements,” Ditto concluded.

For complaints and feedback, passengers may contact PELNI Contact Center 162 via phone at (021) 162, WhatsApp at 0811-1621-162, email at infopelni162@pelni.co.id, or through PELNI’s official social media channels.

For customer convenience, PELNI has also enhanced ticket purchase and payment channels through various official platforms. PELNI tickets are available via the PELNI Mobile application, PELNI website, Contact Center 162, branch ticket counters, BCA Mobile Lifestyle feature, myBCA, Sukha by Livin’ Mandiri, BNI Agen46, BRImo, BRILink agents, GoPay, OVO, MyTelkomsel, Indomaret and OMI (Indogrosir partner) networks, Alfamart and Alfamidi networks, ATA Tour, Fastpay, Easybook, VIA.com, MMBC, Darmawisata Indonesia, as well as Versa and Topindo.

For payments, PELNI has partnered with BRIVA, BNI Virtual Account, Permata Bank, Mandiri Virtual Account, Indomaret and OMI (Indomaret partners), Alfamart and Alfamidi networks, iSaku, Finpay, and Fastpay.

About PELNI

As a state-owned enterprise engaged in shipping services, PELNI currently operates 25 passenger vessels serving 483 routes and calling at 75 ports.

In addition to passenger transport, PELNI also operates 30 pioneer shipping routes that support accessibility and mobility in underdeveloped, frontier, outermost, and border (3TP) regions. These pioneer vessels serve 229 ports with a total of 516 routes and 2,515 voyages. PELNI also operates 18 rede vessels. For logistics services, PELNI currently operates 8 sea toll routes and one dedicated livestock shipping route.

For further information, please contact:
Nadya Nathasya Zahra
Manager of Corporate Communications
PT PELNI (Persero)
Tel. +62 21 6334342 ext. 1310