From Paper Tickets to One App, KAI’s 81-Year Journey Transforms How People Travel
A train ticket holds a long story of the Indonesian people’s journeys. In the past, tickets were part of the travel experience and were obtained directly from station ticket counters. Today, people can plan their journeys, purchase tickets, and access various services through a single digital app.
Ahead of the 81st Anniversary of PT Kereta Api Indonesia (Persero) on September 28, 2026, KAI invites the public to look back at the transformation of ticketing services, which have evolved alongside technological developments and changing customer needs.
In the early days of Indonesia’s railway system, stations served as the main centers for travel services. People came directly to ticket counters to obtain schedule information, choose their journeys, make payments, and receive physical tickets as proof of travel.
Tickets at the time were part of people’s experience of traveling by train. Travel information was printed on the ticket carried by customers throughout their journey to their destination. Station ticket counters also served as spaces for interaction between staff and customers before the journey began.
As people’s mobility needs increased, ticketing services continued to evolve. KAI began modernizing its service systems by utilizing reservation technology to make it easier for people to access and purchase train tickets.
The next change came as ticket purchasing began shifting from face-to-face services to digital channels. People could start booking journeys through various electronic platforms without having to visit stations directly.
In 2014, KAI introduced the KAI Access app as part of the development of digital-based travel services. The app marked a shift in how people booked train tickets.
The digital transformation continued with the introduction of Access by KAI as a platform that integrates various customer travel needs into a single app.
Through Access by KAI, customers can purchase tickets, check travel schedules, select seats, obtain travel information, use the Trip Planner feature, and access various supporting travel services.
Vice President of Corporate Communication KAI Anne Purba said that the development of ticketing services reflects how railways continue to adapt to changes in society.
“The journey of train ticketing is part of KAI’s long transformation story. From services provided through station ticket counters to digital services in a single app, each stage shows how KAI continues to adapt to customers’ needs,” said Anne.
Changes in customer behavior can be seen from the high use of digital services. In the first half of 2026, Access by KAI recorded 17,009,374 ticket transactions for Long-Distance and Local Train services, or around 76.34 percent of total transactions across all sales channels.
In terms of ticket sales, Access by KAI served 24,544,468 tickets for Long-Distance and Local Train services in the first half of 2026, or around 73.68 percent of total ticket sales for these services.
The growth in app usage is also reflected in the number of users. As of June 30, 2026, Access by KAI had 30,449,049 registered users, with total downloads reaching 41,011,320.
The transformation of travel services has continued toward an increasingly convenient experience through other digital technologies. One of them is the Face Recognition Boarding Gate, which enables a more convenient boarding process. In the first half of 2026, the facility was used by 5,555,034 Long-Distance Train customers.
Anne Purba said that the development of ticketing services is part of KAI’s long journey to provide a travel experience that increasingly meets the needs of the community.
“Railways grow alongside the 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 the ticketing system has become one of the milestones reflecting the development of Indonesia’s railway system. From station ticket counters and reservation systems to electronic tickets and Access by KAI, each innovation has become part of the long journey toward providing railway services that are increasingly connected to the community.
VP Corporate Communication KAI