Ahead of World Social Media Day, KAI Invites Customers to Use Official Channels for Safe and Comfortable Journeys

Ahead of World Social Media Day, celebrated every June 30, PT Kereta Api Indonesia (Persero) invites the public to make KAI's official channels their primary reference for travel information. This momentum serves as a reminder that social media plays a major role in helping customers obtain information, convey feedback, and ensure journeys run more safely, comfortably, and remain protected from unverified information.

This invitation becomes increasingly relevant during the school holiday period. The need for travel information rises, ranging from train schedules, ticket availability, luggage regulations, station facilities, onboard services, to operational changes. Under these conditions, KAI's official channels become an essential space for customers to obtain accurate, fast, and easy-to-understand information.

Vice President of Corporate Communication at KAI, Anne Purba, stated that social media and digital channels are now an important part of the customer experience. Through these channels, KAI delivers information, listens to customer needs, provides education, and responds to various inputs related to services.

“KAI receives and processes more than 13 million customer voices from various channels. Every piece of feedback becomes crucial material to understand public needs, improve services, and design an increasingly comfortable travel experience,” 

Anne conveyed that the customer's voice serves as one of the foundations for KAI's service transformation. Various improvements felt by customers today were born from the needs expressed by the community, starting from the ease of purchasing tickets through Access by KAI, Face Recognition Boarding Gate, Female Seat Map, quality improvement of New Generation rolling stock, to the upgrading of station facilities such as toilets, waiting rooms, children's play areas, charger corners, free drinking water, and easily accessible service information.

As of May 2026, Access by KAI recorded 29,870,864 registered users, with 8,924,134 active users and 39,503,376 cumulative downloads. In 2025, Access by KAI also became the primary sales channel for Mainline Trains (KA Utama) and Local Trains (KA Lokal) with 29,703,422 transactions or 73.44 percent of total transactions, as well as serving 42,952,314 customers or 70.71 percent of the total volume through sales channels.

“We encourage Access by KAI to become a customer's travel companion. Through this application, customers can plan journeys, book tickets, monitor travel information, and access supporting services more practically. The more customers use official channels, the less space there is for false information to spread,”

KAI also strengthens its customer service through Contact Center 121, customer service social media @KAI121, corporate official account @keretaapikita, as well as the verified blue-checkmark official WhatsApp KAI121 at 0811-2223-3121. These channels serve as a space for customers to obtain official information, submit inquiries, report issues, and verify the accuracy of circulating information.

Anne urged customers to be more thorough regarding chain messages, clone accounts, unofficial links, fake promos, or travel information whose source remains unclear. Customers are also requested to protect personal data, OTP codes, PINs, passwords, and payment data from being shared with any party.

“In the digital space, the speed of information must be followed by caution. We invite customers to always recheck travel information through KAI's official channels, namely Access by KAI, Contact Center 121, official WhatsApp KAI121 at 0811-2223-3121, and social media @KAI121. Do not easily accept or forward hoaxes, especially those related to tickets, promos, schedule changes, or personal data requests,” 

The transformation of KAI's services is also reflected in the improvement of customer facilities at stations. Based on the recapitulation of the facility program, KAI has realized 859 customer facility improvement programs. This realization includes the installation of toilet hand dryers at 57 points, free drinking water at 58 points, segregated trash bins at 102 points, and the Toilet Satisfaction Index at 103 service points. Facilities such as children's play areas, charger corners, boarding gates, boarding desks, and umbrella dryers also continue to be reinforced to support customer comfort while at the station.

These upgrades are part of KAI's efforts to maintain service quality amidst customer growth. In January–May 2026, KAI Group served 214,045,803 customers, an increase of 7.20 percent compared to the same period in 2025, which saw 199,663,907 customers. This growth indicates that public demand for rail-based public transportation is getting higher.

On the other hand, customer satisfaction levels also remain a major focus. KAI's Customer Satisfaction Index for the Year 2025 stood at a rating index of 4.52. This achievement serves as a reminder for KAI to maintain service consistency, accelerate follow-ups on customer feedback, and strengthen public communication that is easy to understand.

Anne added that the Female Seat Map is an example of service development that stems from the needs of female customers to choose seating positions more comfortably. Meanwhile, the Face Recognition Boarding Gate helps the boarding process become more practical for customers who have registered. The modernization of facilities through the New Generation trains also presents a travel space that is better organized, comfortable, and in line with current customer needs.

“KAI wants every customer to feel heard. The inputs received through social media, applications, contact centers, frontliners, and other service channels are mapped out to become the basis for improvement. A good journey is born from correct information, responsive services, and mutual discipline from the moment customers plan their trip,” 

During the school holiday period, KAI invites customers to prepare for their journeys earlier, arrive at the station according to the recommended time, ensure ticket data is correct, bring sufficient luggage, and follow the instructions of officers. Customers who need information can contact Contact Center 121, verified official WhatsApp KAI121 at 0811-2223-3121, social media @KAI121, account @keretaapikita, or use the Access by KAI application.

“Official channels are a safe space for customers to get travel information. By using official channels, customers participate in keeping train journeys orderly, safe, and comfortable,”

VP Corporate Communication KAI