Ahead of World Social Media Day, KAI Encourages Customers to Rely on Official Channels for a Safer, More Comfortable Journey
As World Social Media Day approaches on June 30, PT Kereta Api Indonesia (Persero) is encouraging customers to rely on KAI's official communication channels as their primary source of travel information. With travel demand increasing during the school holiday season, quick access to reliable information is essential for ensuring safe, smooth, and hassle-free journeys.
From train schedules and ticket availability to baggage policies, station facilities, onboard services, and operational updates, customers can access all essential travel information through KAI's official digital platforms.
KAI Vice President of Corporate Communication Anne Purba said social media and digital platforms have become an integral part of the customer journey, serving not only as information channels but also as valuable platforms for customer feedback and service improvement.
KAI has received and processed more than 13 million customer voices across various communication channels. Every piece of feedback helps us better understand our customers, improve our services, and create an even better travel experience
Customer feedback has inspired many of KAI's latest innovations, including the Access by KAI mobile application, Face Recognition Boarding Gate, Female Seat Map, New Generation train facilities, and continuous upgrades to station amenities such as waiting lounges, children's play areas, charging corners, free drinking water stations, and improved restroom facilities.
As of May 2026, Access by KAI had reached 29.87 million registered users, with 8.92 million active users and 39.5 million cumulative downloads. Throughout 2025, the application also became KAI's primary ticket sales platform, handling 29.7 million ticket transactions, equivalent to 73.44% of total ticket sales.
We want Access by KAI to become every customer's travel companion. From booking tickets and checking schedules to accessing supporting services, everything is available in one application. The more customers use official channels, the less room there is for misinformation to spread.
In addition to the mobile application, customers can also access official information through Contact Center 121, the verified KAI121 WhatsApp service, @KAI121, and KAI's corporate social media account @keretaapikita. These channels provide reliable information, customer support, travel assistance, and clarification of any misleading information circulating online.
KAI also reminds customers to remain vigilant against fake accounts, unofficial links, fraudulent promotions, and phishing attempts. Customers should never share personal information, OTP codes, passwords, PINs, or payment details with unauthorized parties.
KAI continues to enhance the customer experience through ongoing improvements at stations nationwide. To date, the company has completed 859 customer facility enhancement programs, including hand dryers, free drinking water stations, waste separation bins, Toilet Satisfaction Index installations, children's play areas, charging corners, boarding gates, and many other passenger-friendly facilities.
These service improvements accompany continued passenger growth. Between January and May 2026, KAI Group served more than 214 million passengers, a 7.20% increase compared to the same period last year. Customer satisfaction also remains strong, with KAI achieving a Customer Satisfaction Index of 4.52 in 2025.
Anne added that innovations such as the Female Seat Map and Face Recognition Boarding Gate demonstrate KAI's commitment to designing services based on customer needs while making train travel easier, safer, and more comfortable.
As the school holiday season approaches, KAI encourages customers to plan their trips in advance, verify ticket details, arrive at the station on time, travel with appropriate luggage, and follow station staff instructions throughout their journey.
Official channels are the safest place for customers to obtain accurate travel information. By relying on trusted sources, everyone can enjoy a smoother, safer, and more comfortable railway journey.