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

Jakarta - Customer journeys today increasingly begin on digital channels. Passengers search schedules, select seats, manage tickets, order food, arrange onward travel, and require fast, easy-to-understand information. This pattern has led PT Kereta Api Indonesia (Persero) to continuously strengthen Access by KAI as a digital travel ecosystem developed from customer feedback and habits.

Vice President Corporate Communication of KAI, Anne Purba, stated that Access by KAI has become a vital channel in KAI’s service transformation because the customer journey increasingly starts within the application. Every review, complaint, question, and suggestion from customers serves as evaluation material to refine features, transaction flows, travel information, and supporting services.

“We developed Access by KAI based on customers’ evolving needs. Customers want trips that are easy to plan, tickets that are practical to manage, clear information, and supporting services accessible in one application,” said Anne.

According to KAI data, from January to May 2026, Access by KAI recorded 2,575,864 new registrations, a growth of 3.68 percent compared to 2,484,317 registrations in the same period of 2025. This brings the cumulative total of Access by KAI users to 29,870,864 as of May 2026.

Monthly registration figures show 493,851 users in January 2026, up 6.80 percent from January 2025; 462,333 users in February 2026, relatively stable compared to 465,352 users in February 2025; and 602,826 users in March 2026, a 37.31 percent increase from March 2025. April 2026 recorded 506,051 registrations, while May 2026 contributed 510,835 registrations, accounting for approximately 19.83 percent of the total January–May 2026 registrations.

This growth reinforces Access by KAI’s position as the main gateway to KAI’s digital services. Of the total 29,870,864 users, 4,817,467 are premium members, representing 16.13 percent. KAI also recorded 8,922,134 active users as of 31 May 2026, defined as users active within the last 30 days. Meanwhile, cumulative downloads of Access by KAI have reached 39,503,376.

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

The development of Access by KAI is also evident from annual registration trends since 2017. Registrations were recorded at 314,090 users in 2017, rising to 942,303 in 2018, then 2,208,918 in 2019. During the pandemic, registrations were 1,343,612 in 2020 and 1,394,726 in 2021. After public mobility recovered, registrations increased to 3,827,232 in 2022, 5,364,687 in 2023, 5,823,723 in 2024, and 6,075,626 in 2025. Compared to 2017, annual registrations in 2025 have increased approximately 19-fold. Meanwhile, January–May 2026 registrations have already reached about 42.40 percent of the total registrations for the whole of 2025.

In terms of transactions, Access by KAI is also the primary customer channel. Throughout 2025, Access by KAI recorded 29,703,422 ticket sales transactions for KAI-managed Mainline and Local Trains. This figure equates to 73.44 percent of the total 40,445,276 sales transactions across all channels. By passenger 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 clear when compared to other sales channels for Mainline and Local Trains throughout 2025. By transactions, Access by KAI recorded 29,703,422 transactions (73.44 percent), followed by the B2B channel with 7,191,165 transactions (17.78 percent), ticket counters with 3,091,399 transactions (7.64 percent), the KAI website with 347,315 transactions (0.86 percent), vending machines with 106,950 transactions (0.26 percent), and Contact Center 121 with 5,025 transactions (0.01 percent).

By passenger volume for Mainline and Local Trains throughout 2025, Access by KAI served 42,952,314 passengers (70.71 percent). The B2B channel served 11,531,673 passengers (18.99 percent), ticket counters 5,424,570 passengers (8.93 percent), the KAI website 593,961 passengers (0.98 percent), vending machines 226,196 passengers (0.37 percent), and Contact Center 121 11,329 passengers (0.02 percent).

In the Mainline or intercity train segment, Access by KAI is also 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. By 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 is now developing as a digital ecosystem connecting 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 at supporting a more complete travel experience. Access by KAI offers services such as Connecting Train to help customers find connecting journeys, Trip Planner to arrange travel plans, Railfood for food ordering, Railpoin for customer loyalty, e-Porter for luggage assistance at stations, and Female Seat Map.