From Paper Tickets to Access by KAI: KAI's Ticketing Transformation Through the Years
There was a time when buying a train ticket was part of the journey itself. Prospective passengers would arrive early at the station, queue at the ticket counter, wait for their turn to be served by an officer, and take home a paper ticket as proof of travel. For many Indonesians, the bustling atmosphere at ticket counters and the sound of date stamps on tickets remain memorable parts of the nation's railway history.
As public mobility continued to increase, KAI's service system also began to adapt. In 2010, KAI introduced computerized ticket counters and a more modern reservation system. During the same period, passenger numbers were adjusted to match seating capacity, making train travel more orderly, safe, and comfortable. These changes transformed railway services, which had previously been associated with long queues and overcrowded stations.
The rapid development of internet technology then created new opportunities for ticketing services. Between 2012 and 2014, customers were able to book tickets online through KAI's official website and various authorized sales partners. During this period, the electronic boarding pass system was also introduced, allowing passengers to check in independently at Check-in Counters before entering the departure area.
As smartphone usage became more widespread, the way people purchased train tickets changed once again. In 2015, KAI launched the KAI Access application, enabling customers to search schedules, select seats, and complete payments directly through their mobile phones. A process that previously required passengers to visit a station could now be completed from virtually anywhere within minutes.
As customers increasingly relied on digital services, KAI expanded the platform even further. KAI Access continued to evolve and was eventually transformed into Access by KAI. The application has grown into a platform that helps customers plan their journeys more conveniently through various integrated services within a single digital ecosystem.
Vice President of Corporate Communication KAI Anne Purba said that KAI's ticketing transformation over the past decade reflects the company's ongoing efforts to keep pace with customers' evolving needs.
"KAI's ticketing transformation has evolved alongside the way people plan their journeys. From purchasing paper tickets at station counters to booking tickets through a mobile application, this entire process demonstrates how railway services continue to adapt to become increasingly accessible for customers," said Anne.
This transformation is reflected in the growing use of Access by KAI. From January through May 2026, the application was used by 29.8 million customers. During the same period, the number of Premium Members reached 4.8 million users. These figures demonstrate the increasing level of customer trust in KAI's digital services.
This trust is also reflected in KAI's ticket sales pattern throughout 2026. A total of 73.98 percent of mainline and local train ticket transactions were completed through Access by KAI. Sales through KAI's official partners accounted for 17.12 percent, station ticket counters 7.96 percent, KAI's website 0.49 percent, vending machines 0.43 percent, and Contact Center 121 contributed 0.02 percent. These figures indicate that the application has become customers' preferred channel for purchasing train tickets.
The growing use of the application has encouraged KAI to continuously improve its services. One enhancement is the Recent Search feature, which allows customers to quickly access their previous travel searches. KAI has also updated the schedule display and search filters, making it faster and easier for customers to find suitable journeys.
Further improvements include the Select Date and Trip feature, which enables customers to arrange round-trip travel within a single booking flow. This feature makes travel planning more practical, allowing customers to organize both departure and return journeys simultaneously.
This convenience is further enhanced by the Train Details feature, which provides more comprehensive information about each train service. Customers can view train facilities, seating configurations, and other travel information before completing their transactions. The availability of more detailed information helps customers choose the journey that best suits their needs.
Service transformation has also extended to the departure process at stations. Whereas ticket and identity verification was once conducted manually, a number of major stations have now implemented Face Recognition Boarding Gate technology, which is currently available at 21 stations. Through this technology, customers can complete the boarding process using facial recognition, making departures faster and more seamless.
Anne added that KAI's ticketing transformation will continue to evolve in line with changing customer needs and technological advancements.
"The development of digital services will remain one of KAI's priorities to make travel easier, faster, and more convenient. However, we will continue to provide ticket purchasing services at selected stations to accommodate the needs of elderly passengers, persons with disabilities, children, and customers who require additional assistance,"
VP Corporate Communication KAI