INACA Promotes Digital Technology to Improve Airline Passenger Handling Efficiency

JAKARTA, Jakartaweekly.com — The Indonesia National Air Carriers Association (INACA), in collaboration with KIU System Solutions, has introduced digital technology aimed at improving the effectiveness and efficiency of passenger handling by airlines.

INACA Secretary General Bayu Sutanto said the technology being introduced is a holistic digital system for modern commercial aviation that connects the entire service process, from booking through to the completion of airline revenue accounting.

“We hope this initiative will improve the services provided by INACA member airlines, enhance passenger comfort, strengthen the safety and security of flight operations, and support airline business performance,” Bayu said in Jakarta on Thursday, Aug. 13, 2026.

The event was attended by several scheduled airlines that are INACA members, including Garuda Indonesia, Citilink, Pelita Air, Indonesia AirAsia, TransNusa, Sriwijaya Air, NAM Air, and BBN Airlines.

Bayu said passenger handling remains a challenge for airlines due to the large number of flights and passengers, as well as the diverse backgrounds of travelers. The situation is further compounded by the complexity of airline operations, ranging from safety and security to business management.

During the event, KIU System Solutions introduced several systems designed to integrate passenger handling processes with airline operations.

One of them is the Passenger Service System (PSS) through KIU PSS & DCS. The system is fully integrated with the Departure Control System (DCS), e-commerce engine, mobile capabilities, and the KIU Allotment Manager module for managing agreements with tour operators.

Another technology introduced was KIUT AI Concierge, a generative AI-powered travel assistant designed to handle high transaction volumes while understanding user emotions and preferences in more than 75 languages.

The system operates through several communication channels used by passengers, including WhatsApp, Telegram, and Web Messenger. KIUT AI Concierge is also designed to support direct sales, automated upselling, and automated rebooking in response to flight disruptions or irregular operations (IROPS).

In addition to passenger services, KIU introduced KIU Admin – Revenue Accounting, a system that integrates airline revenue management in real time.

The system can issue electronic documents, or Electronic Miscellaneous Documents (EMDs), when transactions are completed by customers or through KIUT AI Concierge. It also automates reconciliation and sales audits to help prevent agent under-collection.

KIU Admin also generates Daily Flown Revenue metrics when a flight is closed, enabling airlines to obtain revenue information more quickly.

KIU System Solutions is an aviation technology company based in Uruguay and was founded by aviation industry veterans. The company follows the principle of “Airliners building for Airliners,” with around 90% of its team members coming from the aviation industry.

The company has developed a cloud-native ecosystem hosted on Amazon Web Services (AWS). KIU is also an official strategic partner of the International Air Transport Association (IATA) in the development of integrated systems based on the “Offers and Orders” concept.

KIU currently has affiliations with more than 79 airlines across more than 36 countries through a network of 14 international offices. The company also operates its own Global Distribution System (GDS), connecting the inventories of 152 airlines with more than 45,000 travel agents worldwide.

Through the initiative, INACA hopes the adoption of digital technology will help airlines improve the efficiency of passenger handling while strengthening service quality, flight safety and security, and overall business performance.