Growing Together with Customers, Access by KAI Provides an Increasingly Practical Booking Experience
When planning a train journey, customer comfort begins long before the train departs. The experience of searching for schedules, selecting trips, and booking tickets plays an important role in determining how easy it is for customers to use railway transportation.
Based on various feedback submitted by customers, PT Kereta Api Indonesia (Persero) continues to improve the Access by KAI application. Various latest updates have been introduced to make the ticket booking process faster, more practical, and easier to use.
KAI Vice President of Corporate Communication Anne Purba said that every customer input becomes valuable evaluation material in developing KAI’s digital services.
"Every day we receive various suggestions, feedback, and complaints from customers regarding their experience using digital services. All of these inputs become valuable lessons to provide an increasingly better experience. We want customers to be able to plan their journeys more easily, from the ticket search stage until departure," she said.
Public trust in KAI’s digital services continues to show a positive trend. Throughout the first quarter of 2026, train ticket purchase transactions through Access by KAI reached 7,242,628 transactions, an increase of 20.74 percent compared with the same period in 2025, which recorded 5,998,595 transactions.
This increase shows that more customers are choosing digital channels as their main means of planning journeys. In addition to providing easier access, the application allows customers to obtain travel information more quickly and in an integrated manner.
One of the latest updates now available is the Recent Search feature. This feature helps customers who frequently search for trips with the same routes and destinations. Previous search histories can be displayed again, allowing customers to avoid repeating the search process from the beginning.
KAI has also improved the Schedule and Filter display features. Through a more concise interface and easier-to-use filter settings, customers can find travel schedules that match their needs more quickly. The search process becomes more efficient as customers can directly filter travel options based on their preferred criteria.
For customers who have planned round-trip journeys, the Select Date and Trip features provide convenience in arranging departure and return schedules within one booking process. These features help customers organize their travel plans more practically without needing to conduct separate searches.
Meanwhile, through the Train Details feature, customers can now access more complete information about the train they will use. Information regarding facilities, seat types, and travel details can be viewed before purchasing tickets. KAI also continues to improve the content and information available through this feature to make it more complete and informative.
Anne added that digital service development will continue as customer needs become increasingly dynamic.
"We understand that customer expectations continue to grow. Therefore, feedback provided by customers will remain an important part of every service development process. KAI is committed to providing a travel experience that is increasingly easier, more comfortable, and relevant to the needs of the community," she said.
VP Corporate Communication KAI