Lebaran Returnees' Satisfaction with KAI Services Reaches 92.1 Percent
The level of public satisfaction with PT Kereta Api Indonesia’s services during the 2026 Lebaran mudik period reached 92.1 percent. The survey was conducted by the research business unit of Antara News Agency, Next, on 20-21 March 2026.
The survey involved 536 respondents selected from several major stations on Java island. These major stations included Gambir and Pasar Senen (Jakarta), Tugu and Lempuyangan (Yogyakarta), Bandung and Kiaracondong (Bandung), Tawang and Poncol (Semarang), as well as Pasar Turi and Gubeng (Surabaya).
Next by Antara’s research noted an interesting passenger profile. The majority of respondents were dominated by Generation Z (66%), followed by millennials (18.3%), Gen Alpha (8.6%), and Gen X (6.3%). In terms of profession, students or university students formed the largest user group (41.2%), followed by private sector employees (35.1%).
Antara’s Director of Commercial, Business Development, and IT, Rachmat Hidayat, explained that digitalisation was a key factor in improving the travel experience.
“The dominance of online ticket purchases and high satisfaction with the boarding process show that the digital transformation of train services has provided significant convenience for users,” Rachmat said in Jakarta on Tuesday (31/3/2026).
KAI is assessed to have successfully maintained standards for facilities both in station areas and inside train carriages. Here is a breakdown of respondents’ satisfaction levels:
Although the majority of passengers (58%) chose economy class, the rating for carriage comfort remained high at 88.2 percent. Additionally, the use of face recognition technology for boarding is increasing, with an adoption rate of 38.8 percent.
Behind the high satisfaction figures, this research provides notes on the price aspect. As many as 47.7 percent of respondents considered ticket prices relatively expensive, while 40.9 percent viewed prices as neutral. This presents a challenge for KAI to balance service quality with affordability.
However, this does not diminish user loyalty. A total of 93.9 percent of respondents stated they would use the train again, and 93.5 percent were willing to recommend KAI services to their relatives.
The use of trains during the 2026 mudik also had a positive broader impact. Respondents felt that trains helped save travel time (32.3%) and reduce road congestion (30.8%).
No less important, KAI’s commitment to environmental issues influenced the decisions of 80.6 percent of respondents in choosing this mode of transport, indicating that awareness of sustainable transportation is beginning to grow among Indonesian mudik travellers.