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All this time, train serving by PT KAI did not give order, security, and comfort for users because of brokering practice, the stowaway, and tolerance quota. Therefore, PT KAI innovates boarding pass system for all operating station including Surabaya Gubeng Station. This study described how boarding pass system can improve the service quality at Surabaya Gubeng Station. This research used 4 indicators from Zeithamal, Parasuraman, and Berry that’s Tangible, Realiability, Responsiveness, Assurance. This research used public service theory, innovation theory, the quality service. This research used qualitative method, and descriptive research. This research located at Surabaya Gubeng Station. The informan were users and train server at Surabaya Gubeng Station. The train server obtained through purposive sampling, then the user obtained through accidental sampling.Collecting data obtained throung observation, deep intervie. Data analyzing obtained through reducting data, presenting data, and verification.The results of this study indicated that boarding pas system innovation can improve the service quality at Surabaya Gubeng Station.