From Ticket Counters to One App, KAI Makes Travel More Convenient

Over its 81-year journey, PT Kereta Api Indonesia (Persero) has continued to adapt to the changing ways people travel. One of the most visible transformations can be seen in its ticketing system, which has evolved from purchasing physical tickets at station counters to digital services accessible through a single app.

In the early days of railway travel, passengers had to visit station counters to check schedules, make payments, and purchase physical tickets. As technology advanced, the process shifted to more modern reservation systems before eventually evolving into digital services.

This transformation became more prominent with the launch of KAI Access in 2014, which later evolved into the Access by KAI app. Through the app, passengers can manage various travel needs in one platform, including purchasing tickets, checking schedules, selecting seats, and accessing travel information. The app also features Trip Planner and other supporting services.

The transformation reflects KAI’s efforts to adapt its services to passengers’ changing needs. VP of Corporate Communication KAI Anne Purba explained that the evolution of KAI’s ticketing system is part of the changing travel experience, driven by technological developments and passengers’ growing preference for digital services.

In the first half of 2026, the Access by KAI app recorded 17,009,374 ticket transactions for long-distance and local train services. These transactions accounted for 76.34% of total ticket transactions across all sales channels.

In terms of ticket sales, KAI recorded 24,544,468 long-distance and local train tickets sold during the same period. Of this total, 73.68% were purchased through the Access by KAI app, highlighting the growing use of the app as a preferred ticketing channel.

As of June 30, 2026, the Access by KAI app had 30,449,049 registered users, with total downloads reaching 41,011,320. Digitalization has also been applied to the boarding process through Face Recognition Boarding Gates, which were used by 5,555,034 long-distance train passengers in the first half of 2026.

According to Anne, the evolution of KAI’s ticketing system is not simply about moving from physical tickets to digital ones, but also reflects how KAI continues to adapt to changing times. From station-counter services and reservation systems to e-tickets and the integration of various travel needs into the Access by KAI app, KAI continues to transform its services to make train travel easier and more convenient for passengers..