KAI Serves 128 Million Passengers in Q1 2026, Up Nearly 10 Percent
JAKARTA, KOMPAS.com - KAI Group recorded serving 128 million customers from January to March 2026, an increase of 9.97 percent compared to the same period the previous year.
Vice President of Corporate Communication at KAI, Anne Purba, stated that the continuously developing services are directed towards meeting the increasingly diverse needs of customers.
“KAI continues to provide services that are responsive to the needs of the community, from women-friendly facilities, child-friendly access, to disability-friendly amenities,” said Anne in an official statement on Monday (20/4/2026).
Anne said that travelling by train today is increasingly integrated into people’s daily lives.
Anne added that in train journeys, a sense of safety and comfort is undoubtedly an important part of the customer experience.
The long-distance and local train services served 14.5 million customers, an increase of 18.4 percent compared to the previous year.
Meanwhile, Commuter Line served 101.3 million customers, an increase of 8.11 percent. “Every day, millions of people in various cities rely on Commuter Line to travel from home to work, school, and back,” explained Anne.
Growth was also evident in various other services.
LRT Jabodebek served 7.7 million customers, KAI Bandara 1.7 million customers, LRT Sumsel 1 million customers, Whoosh 1.4 million customers, and KA Makassar–Parepare 75,421 customers. “Amid this movement, we continue to maintain service quality by providing facilities that support customer safety and comfort,” she explained.
Anne explained that various women-friendly facilities are available, such as women-only carriages on Commuter Line and LRT Jabodebek at certain times, as well as separate male and female toilets on long-distance trains.
Through the Access by KAI application, female customers can also select seats near other women via the female seat map feature. For pregnant women, priority seats, dedicated counters, and pregnant mother pins are available.
At stations, KAI provides 120 lactation rooms to support comfort during travel.
For customers with children, kids’ play areas are available at several stations, along with priority seating and family-friendly evacuation routes.
Meanwhile, for people with disabilities, various facilities such as guiding blocks, ramps, lifts at major stations, and priority seats on Commuter Line continue to be strengthened.
From a security perspective, KAI has also enhanced the surveillance system through strengthened operational standards, integration of the Command Centre with the Contact Centre, and utilisation of CCTV Analytics at stations and trains. “We continue to strengthen the system and surveillance, while encouraging customers to mutually safeguard shared spaces so that journeys remain safe and comfortable,” added Anne.
From January to March 2026, there were 20 complaints related to sexual harassment on Commuter Line services.
Anne said that this data is a concern for ongoing improvements, including through strict enforcement of rules and support for victims until legal processes are completed.
“A safe journey comes from a well-maintained system and collective care. We want every customer to feel more at ease from departure to arrival at their destination,” emphasised Anne.