Access by KAI Becomes a Digital Travel Ecosystem, Customer Feedback Drives KAI Service Improvements

Today, more and more customer journeys begin through digital channels. Customers search for schedules, choose seats, manage tickets, order food, arrange onward transportation, and require information that is fast and easy to understand. This pattern drives PT Kereta Api Indonesia (Persero) to continuously strengthen Access by KAI as a digital travel ecosystem developed based on customer feedback and habits.

KAI Vice President of Corporate Communications Anne Purba stated that Access by KAI has become an essential channel in KAI's service transformation because the customer journey process increasingly begins within the application. Every customer review, complaint, inquiry, and suggestion serves as evaluation material to refine features, transactional flows, travel information, and supporting services.

“We develop Access by KAI based on evolving customer needs. Customers want journeys that are easy to plan, tickets that are practical to manage, clear information, and supporting services that can be accessed within a single application,”

Based on KAI data, from January to May 2026, Access by KAI recorded 2,575,947 new registrations, a 3.68 percent increase compared to the same period in 2025, which recorded 2,484,577 registrations. This figure brings the cumulative total users of Access by KAI to 29,870,864 users up to May 2026.

On a monthly basis, Access by KAI registrations in January 2026 stood at 493,902 users, up 6.80 percent compared to January 2025's 462,445 users. In February 2026, registrations recorded 462,333 users, remaining relatively stable compared to February 2025's 465,352 users. In March 2026, registrations increased to 602,826 users, growing by 37,31 percent compared to March 2025's 439,018 users.

In April 2026, Access by KAI registrations reached 506,051 users, while May 2026 recorded 510,835 users. With this composition, May 2026 contributed approximately 19.83 percent of the total registrations from January to May 2026. Meanwhile, the realization of registrations from January to April 2026 reached 2,065,112 users, or 80.17 percent of the total registrations for the first five months of 2026.

This growth reinforces Access by KAI’s position as the primary gateway for KAI's digital services. Out of the total 29,870,864 users up to May 2026, a total of 4,817,467 users are premium members, or 16.13 percent of total users. KAI also recorded 8,924,134 active users as of May 31, 2026, referring to users who actively used Access by KAI within the last 30 days. Meanwhile, cumulative downloads of Access by KAI have reached 39,503,376 downloads.

“Registration, active user, premium member, and download data serve as important signals for KAI. The more customers choose Access by KAI, the greater our responsibility to keep this application stable, easy to use, and relevant to the public's travel needs,”

The development of Access by KAI is also reflected in the annual registration trends since 2017. Registration realization was recorded at 314,090 users in 2017, rising to 942,303 users in 2018, and then to 2,208,918 users in 2019. During the pandemic, registrations were recorded at 1,343,612 users in 2020 and 1,394,726 users in 2021.

Following the recovery of public mobility, Access by KAI registrations rose to 3,827,232 users in 2022, 5,364,687 users in 2023, 5,823,723 users in 2024, and 6,075,626 users in 2025. Compared to 2017, annual registrations for Access by KAI in 2025 have increased roughly 19-fold. Meanwhile, registrations from January to May 2026 have already reached about 42.40 percent of the total registrations throughout 2025.

In terms of transactions, Access by KAI has also become the primary channel for customers. Throughout 2025, Access by KAI recorded 29,703,422 ticket sales transactions for Mainline Trains (KA Utama) and Local Trains (KA Lokal) managed by KAI. This amount is equivalent to 73.44 percent of the total 40,445,276 sales transactions across all channels. In terms of volume, Access by KAI served 42,952,314 passengers, or 70.71 percent of the total 60,740,043 passengers across all channels.

The dominance of Access by KAI is clearly evident when compared to other sales channels for Mainline Trains and Local Trains throughout 2025. In terms of transactions, Access by KAI recorded 29,703,422 transactions or 73.44 percent, followed by B2B channels with 7,191,165 transactions or 17.78 percent, ticket counters with 3,091,399 transactions or 7.64 percent, the KAI web with 347,315 transactions or 0.86 percent, vending machines with 106,950 transactions or 0.26 percent, and Contact Center 121 with 5,025 transactions or 0.01 percent.

In terms of passenger volume for Mainline Trains and Local Trains throughout 2025, Access by KAI served 42,952,314 passengers or 70.71 percent. B2B channels served 11,531,673 passengers or 18.99 percent, ticket counters served 5,424,570 passengers or 8.93 percent, the KAI web served 593,961 passengers or 0.98 percent, vending machines served 226,196 passengers or 0.37 percent, and Contact Center 121 served 11,329 passengers or 0.02 percent.

In the Mainline Train segment or intercity trains, Access by KAI also stood as the largest channel. Throughout 2025, Access by KAI recorded 26,483,379 transactions, or 72.47 percent of the total 36,544,198 Mainline Train transactions. In terms of volume, Access by KAI served 37,726,803 passengers, or 69.88 percent of the total 53,984,284 Mainline Train passengers.

Access by KAI has now evolved into a digital ecosystem that connects various travel needs. Customers can book tickets, select seats, manage bookings, reschedule, cancel, transfer tickets, print e-boarding passes, check tickets from external channels, and obtain travel information within a single application.

Feature development is also directed toward supporting a more comprehensive travel experience. Access by KAI introduces services such as Connecting Train to help customers find connecting trips, Trip Planner to compile travel plans, Railfood for meal ordering, Railpoin for customer loyalty, e-Porter for baggage assistance at stations, Female Seat Map to help female passengers choose seats, and the integration of onward transportation services to and from stations.

Ahead of holiday periods, the role of Access by KAI becomes increasingly important because customers require more organized travel. Through this application, customers can check schedules, manage departure times, monitor available tickets, manage bookings, and access supporting services starting from the planning stage. This allows the travel experience to be prepared well in advance through a unified digital ecosystem.

Customer feedback received through digital channels, Contact Center 121, social media, station staff, and onboard train crew also serves as development material for services outside the application. KAI continues to enhance rolling stock comfort through the New Generation Trains, introduces the Grassroots Economy Train (Kereta Ekonomi Kerakyatan) for more affordable travel access, and provides the Farmers-Traders Train (Kereta Petani-Pedagang) to support the needs of productive customers such as farmers, market traders, MSME players, and daily commuters.

“Digital development and physical service development share the same direction, which is reading customer needs. Access by KAI helps KAI understand travel patterns, while direct feedback from customers helps us improve the experience at stations and onboard trains,”

KAI urges customers to use Access by KAI as the official channel to plan journeys, check schedule information, manage tickets, update travel data, and utilize supporting services. Customers can also submit feedback via Contact Center 121, WhatsApp KAI121, official KAI social media, and other customer service channels.

“The culture of listening is an ongoing work process. As long as customers provide feedback, KAI will continue to read data, improve services, and reinforce Access by KAI as a digital travel ecosystem that is increasingly closer to the needs of the community,”

VP Corporate Communications KAI