From Paper Tickets to Face Recognition, KAI’s 81 Years of Transforming How People Travel
A train ticket holds a long story of how Indonesians have traveled over the years. In the past, journeys began at the station, where customers came directly to the ticket counter, sought travel information, made payments, and received a physical ticket as proof of their railway journey.
Physical tickets were part of the public’s railway travel experience for decades. Travel information was printed on a ticket that customers carried throughout their journey. Station ticket counters also served as a point of interaction between customers and railway staff before the journey began.
As public mobility needs increased, KAI’s ticketing service system continued to evolve. Changes were introduced gradually to make the travel process easier, more organized, and in line with the times.
Entering the era of service modernization, KAI began utilizing reservation technology and computerizing its ticketing service system. This transformation made the travel booking process more integrated compared with the previous service system.
One significant change took place on January 9, 2012, when KAI began including customers’ names and identification numbers on Medium and Long-Distance Train tickets.
Through this system, travel tickets became linked to the identities of the customers making the journey. The policy became part of service improvements as well as an effort to reduce ticket scalping.
Technological developments then brought another change. Customers began to be able to book tickets through electronic channels without having to visit stations directly. During the 2012–2014 period, online booking services and electronic boarding passes began to develop as part of the KAI customer journey.
In commuter train services, the transformation was also seen through the implementation of an e-ticketing system. Starting July 1, 2013, KAI Commuter introduced electronic tickets through Single Trip Cards and Multi Trip Cards as replacements for paper tickets.
As smartphone usage continued to grow, KAI introduced KAI Access in 2014 as a digital ticket booking service. The application changed the way customers made travel reservations, shifting the process from station ticket counters to digital devices.
The digital transformation continued through Access by KAI, a platform that integrates various customer travel needs into a single application. Through the service, customers can purchase tickets, check travel schedules, select seats, receive travel information, use the Trip Planner feature, and access various other supporting travel services.
Vice President of Corporate Communication KAI Anne Purba said the development of the ticketing system is part of KAI’s long journey in adapting to changes in society.
“The journey of railway ticketing is part of KAI’s long transformation story. From services through station ticket counters, identity-based tickets, to digital services within a single application, each stage shows how KAI continues to adapt to customer needs,” said Anne.
As of June 30, 2026, Access by KAI had 30,449,049 registered users, with total downloads reaching 41,011,320. In the first half of 2026, Access by KAI recorded 17,009,374 ticket transactions for Long-Distance and Local Trains, representing approximately 76.34 percent of total transactions across all sales channels.
The service transformation then continued from digital ticketing to digital boarding through the implementation of the Face Recognition Boarding Gate.
The technology allows registered customers to complete the boarding process through facial verification, making the departure process more convenient.
Face Recognition Boarding was first implemented on September 28, 2022, and has continued to be developed at various stations serving Long-Distance Train services.
In the first half of 2026, Face Recognition Boarding was used by 5,555,034 Long-Distance Train customers.
Anne said KAI’s ticketing transformation reflects the changing travel experience of Indonesian society alongside the development of railway services.
“Railways have grown alongside changing times. Tickets that were once physical travel documents have now evolved into digital services that help customers plan their journeys more easily,” said Anne.
Throughout KAI’s 81-year journey, the transformation of its ticketing system has become one of the milestones reflecting the development of Indonesia’s railway services. From station ticket counters and reservation systems to identity-based tickets, electronic tickets, and Access by KAI, each innovation has emerged in response to the needs of society.
As KAI enters its 81st year, it continues to advance its service transformation through the use of technology to provide journeys that are easier, more comfortable, and increasingly customer oriented.
VP Corporate Communication KAI