Abstract The daily traffic congestion faced by residents who live in the Greater Jakarta area has popularized the Jabodetabek Electric Train (KRL) as a mode of transportation for commuters to work and school. However, satisfactory service has not matched the increasing number of KRL users. Therefore, this study aims to develop a sustainability policy for urban rail services in Indonesia as an alternative strategy to overcome KRL service problems, such as overcapacity and inconvenience. The Multipol method is used to develop KRL service sustainability policies. Multipol is a multi-criteria decision-making method through the opinion of transportation experts. This study found that controlling the spread of COVID in the KRL is one of the priorities that must be implemented to ensure the continuity of the train. Then, the safety and security of the KRL are among the most critical policies determining the sustainability of urban railways in Indonesia. Therefore, safety and security can be improved by developing the competence of railway personnel through training, and protection, guaranteeing the rights of persons with disabilities and building safe and secure transfer spaces for onward journeys. The Ministry of Transportation and Indonesian commuter rail companies must improve supervision, assessment, and sanctions to meet service standards.