KTM / Keretapi Tanah Melayu
Reviews and Complaints

This is the second time happening to me . It's about I'm gave the counter ladies rm10 and asked her topup rm5 only to my komuter link student card but she topup rm10 . She was busy with her Instagram when I went to the counter then when I pass my money she not clear means supposedly she must ask first to re-confirm how much she need to topup .. doesn't means if I pass her rm100 means I'm going to topup rm100 or if i pass rm50, it's not mean I'm going to top up rm50 ? It's happen in ktm kajang, morning 8.30. More then that she is answering me once topup "lain kali boleh gunakan" she not even ask sorry for the incident and who is she to told that next time still can use or not, she just a worker and it's not her money as well to simply decide it.. ktm berhad need to take action on it to not happen this incident any more ..

Cleanliness in the train for ETS needs to be enhanced. Refer to photo 1 & 2, I believe the dust needs at least a week to accumulate as shown in the photo. The dust problems also apply to other corners as well. The train is used by many people, it is extremely important to make sure the train is clean all the time. Passengers will not feel comfortable seeing the dust is everywhere in the train. Please improve. Thanks.

1) tiada informasi dalam sistem online menyatakan sistem online ktm bermasalah
2) Tiket tak dapat diperolehi selepas pembayaran online kerana sistem telah bermasalah sejak semalam (rujuk no 1)
3) pergi kaunter ktm ipoh pukul 6pm kaunter 4, staf suruh call centre sendiri dan buat aduan kerana ramai yang buat aduan. jika semua call, entah sampai bila akan berjawab dan akan merumitkan staf di hq. sepatutnya pihak ktm di cawangan masing-masing ambil maklum dan selesaikan masalah pengguna.

Before the earlier, TNG reload systems are available at every station .It is very convenient to evetybody even rapid kl. But now suddenly have cancelled this system. Ktmb have no tokens buying and TNG top up anymore! There are no reason why ktmb need to work with this and I didn't have any idea to buy a ktmb card with RM5. TNG have been used by majority in Malaysia but just don't know why they have stop this reload services

Reply

Saya menghantar dan menemani bapa (60 tahun), ibu (57 tahun), ibu saudari (50 tahun) dan anak kakak (2 tahun) di stesen KTM Sungai Buloh. Mereka akan menaiki ETS 10.38 pagi dari Stesen Sungai Buloh ke Taiping.
Kami tiba di stesen 10.00 pagi, saya perlu menjaga dan menemani anak kecil itu sementara menunggu ETS.
Kali ini adalah kali pertama kami menaiki ETS di stesen Sungai Buloh dan bila saya menemani mereka masuk pintu masuk, pegawai penjaga pintu dengan nada dan suara yang amat tidak bersopan santun memarahi saya bahawa saya bukan pelanggan dan tidak dibenarkan masuk.
Saya pun memohon maaf dan menyatakan bahawa sebab ada anak kecil perlu ada orang jaga sedangkan pelanggan 3 orang lagi adalah warga tuan. Walaupun saya sudah mohon maaf, Pegawai tersebut masih menunjukkan ketidakpuasannya kepada saya.
Namun, saya menelitinya caranya bercakap dengan pelanggan berbangsa Melayu sememangnya bersopan santun.
Kalau disebabkan saya berbangsa cina, saya menerima perkhidmatan sebegini, saya amat sedih hati, kerana kita anak Malaysia.
Sekian terima kasih.

20 Nov 2018 departure from KL Sentral with ETS 9204 at 18:00. Few senior citizens (except for 1 young lady) put their bags at F&B push cart trolley area. When F&B male staff (the other staff is a lady just quite) arrived with the cart, he rudely asked the passengers to removed their bags. One aunty asked if she can put the bag behind her seat (beside the cart area), the staff sacartiy said "u baca situ ada tulis untuk F&B trolley, beg you letak atas sana" and continue to say "kena buka mata besar sikit baca". He doesn't even help the senior citizens to lift their heavy bags to the top storage. Throughout the journey, he continuously sing (off tune of course) loudly and occasionally chat nonsense loudly with the lady staff. There's no professionalsm and good manners showed by the male staff

Saya menghantar dan menemani bapa(60 tahun), ibu (57 tahun), ibu saudari (50 tahun) dan anak kakak (2 tahun) di stesen KTM Sungai Buloh. Mereka akan menaiki ETS 10.38 pagi dari Stesen Sungai Buloh ke Taiping.
Kami tiba di stesen 10.00 pagi, saya perlu menjaga dan menemani anak kecil itu sementara menunggu ETS.
Kali ini adalah kali pertama kami menaiki ETS di stesen Sungai Buloh dan bila saya menemani mereka masuk pintu masuk, pegawai penjaga pintu dengan nada dan suara yang amat tidak bersopan santun memarahi saya bahawa saya bukan pelanggan dan tidak dibenarkan masuk.
Saya pun memohon maaf dan menyatakan bahawa sebab ada anak kecil perlu ada orang jaga sedangkan pelanggan 3 orang lagi adalah warga tuan. Walaupun saya sudah mohon maaf, Pegawai tersebut masih menunjukkan ketidakpuasannya kepada saya.
Namun, saya menelitinya caranya bercakap dengan pelanggan berbangsa Melayu sememangnya bersopan santun.
Kalau disebabkan saya berbangsa cina, saya menerima perkhidmatan sebegini, saya amat sedih hati, kerana kita anak Malaysia.
Sekian terima kasih.

Today I topped up RM 10 for my KTM student card in KL Sentral station. Then, I tried to use but it said the concession is already expired and none of the staff informed before paying the RM 10. This irresponsible behavior made me upset. Now I can't get it back and I can't renew my card online because my Visa is about to expire.
Card serial number: [protected]

I am disappointed on how the way the ticket counter staff respond to travelers query. Today I wanted to go to terminal skypark and had ask the ticket counter on the right in line with McDonald's on how to take a ticket. She with a hostile face showed me the opposite counter. Soo rude, no courtesy to direct me to a friendly way. She respond 'pergi depan sana'.

So I went to the opposite counter also the same thing, just said 'pukul 9' and just hand over the token. How do you trained your staff to be a good customer services? I am working in the services sector and I have come across people like this but this is worse. Really make a bad day for me. I will not ride on this public transportation again.

18.11.2018 jam 2042 malam, saya tiba di Stesen Komuter Kg Dato' Harun, arah ke Pelabuhan Klang. Laluan 'touch n go' tidak berfungsi. Ini bukan kali pertama ia berlaku kepada saya. Keadaan ini menyulitkan pelanggan yang tepaksa pergi ke laluan keluar bertentangan semata-mata untuk 'touch' kad. Lebih malang, adakalanya touch n go laluan bertentangan juga rosak, dan duit di dalam kad 'touch n go' akan ditolak sebanyak RM10 kerana tidak membuat transaksi keluar. Ia pernah berlaku kepada saya juga. Jika ini telah kerap berlaku, pihak komuter sepatutnya mengambil langkah yang lebih proaktif supaya masalah ini tidak berlaku. Pihak KTM bukan sahaja perlu menambahbaik perkhidmatan tren, tetapi juga keseluruhannya termasuk laluan 'touch n go'.

Petugas kaunter ktm tbs shift pagi (17 nov 2019) tadi ada 3 orang (lelaki). Namun yang ditengah terlihat rancak berbual bersama rakan sekerja disebelah. Sudahlah tidak mesra pelanggan. Apabila ingin menambah nilai tidak dilayan malah disuruh 'topup' di 7e. Kenapa pelanggan bersebelahan kaunter boleh pulak?pelik. Apabila menanyakan arah tuju laluan pn jawab nak taknak sahaja. Woi aku nak topup dan tanya arah jelah. bukannya nk mengorat kau hanat!

To person incharge,

I am writting this complaint of the train delayed on 7 Nov from Padang Besar to Sentral Kuala Lumpur. This was my first time trying to go with KTM Trains to Padang Besar with my familys.In train were been announced few times on our journey that there is a signal problem and never been told that the train will be delayed at Rawang station for a long time. We were stuck at the Rawang station for more than 4 hours and we were not given any Transportation or shuttle to go back just because of a tree fall down. KTM should know this type of cases happen as it was earlier on at 4.30pm on that day and KTM should arrange a shuttle for the passangers and not to delay or waist our time n money. My sister did send email to your KTM website to refund and claim back the tickets that we have bought but until now there is no any answers or reply from yourside.

Is this the way KTM communicate with guests or its just not important for KTM to deal with all this as this always happens from ur side.I just want the refund back for all my tickets ASAP as it is to dissapointing for all of us and it has been quiet awhile now.

Really dissapointing memory as we were all with kids and exhauted and waisted all of our time and money!

Please do reply ASAP and refund back our tickets as we will not use KTM trains as our future transport.

Thank you.

Im going through hard time in reaching my office on time since no morning train to tanjung malim. I have to commute both ktm and mrt n grab service to reach my working place. It's not only cost me more money but I unable to reach my office on time eventhough I try my level best to use other public transportations . I know that this major project is taking part but why don't put three or more route in morning since its working and pick hours rather than completely abolished for morning route to tanjing malim. please reconsider public plea on this matter because our hard earn money wasted in public transportation.

Refund from ktm is really terrible. I bought the ticket online, but did not receive e-ticket. I called the call center for 1hr and no one answer. Thus, I sent an email to them and also went to the nearest ktm counter. My feedback from the ktm counter is please try to call or email the call center, they will answer you, just keep trying. I feel like, WTH? However, without others option, I called again, and after several try finally got answered and gave them the reference number, and was inform need to wait for 14 days for refund. I get the reply email the day after, and provide request information on the next day. After 15 days, still no refund and again, I called the call center. And what there told me is, they need more information to trace the detail, all they can do is ask the finance to trace the progress, and this take 4 to 5 days! I have to wait again! What have you done in these 14days?! Give me my money back!

Btw, recommend buy online through easybook. I got a fast reply from them through email as I was wrongly thought I bought through their platform. Highly recommend.

Salam sejahtera,
Pada tengahari 11.11.2018 sy ingin menggunakan perkhidmatan KTM komuter dari Stesen Klang ke Stesen Subang Jaya.Malangnya sistem TnG OFFLINE jadi sy terpaksa membeli Komuter Link dgn harga RM 5.00 tidak termasuk harga tambang. Lazimnya sy menggunakan MyKad sebagai TnG. Situasi ini membuatkan saya terfikir knp perlu bayar kad berharga RM5.00 utk sekali guna sedangkan kerajaan telahpon mengaplikasikan secara meluas penggunaan sistem TnG. Saya berharap KTMB sentiasa memantau sistem tersebut agak tiada ganguan pada masa-masa akan datang. Negara maju kedepan janganlah KTMB masih lagi ketingalan zaman. Isu TnG OFFLINE saya rasa tidak boleh diguna pakai lagi sedangan penggunaan internet di Malaysia agak memuaskan. Please don't make an excuse make an effort. Sekian Terima kasih.

Hi can I know or ask who's in charge of planning and executing the plans for the Commuter services. If you people don't know to plan and following it please go back to school and try follow your class time table at least then, you Will know how to create a time table and follow it. Even the basic seems to be harder how are you KTMB provide better services. Travelling since 98 by Commuter service never even once you have sent your train ON TIME. Always late at least by few minutes. Learn first to fulfill providing your train services on time then upgrade to whatever you want. Very shameful calling yourself National Train Services for decades and providing rotten service

Particularly in Sentral
Platform 3 Going to Pelabuhan Klang
I was on of my the 10 people that was mislead by the screen that says it is going to Pel. Klang but that train is actually going to Batu Caves.

This could have been avoided if there are officers on the station itself and train conductors who announces where the train is headed!

I'm so pissed with the service, when arriving at KTM KL again no one is there assisting lost passengers.. we wererunning arround like crazy chickens in the station just to catch the train. Ofcourse, we missed the train because no visible signs to know the way to which platfoms going to where.

What you need to to?
Hire responsible people who will do their jobs. Need to have customer service and security training drills in case your train breaks down or in changing platforms. To avoid passangers getting lost you must update your signs, make destinations more visible. Please make necessary changed to make you service better.

Right now you really suck big time!

Salam hormat, hari ini 3/11/2018 lebih kurang jam 2 ptg saya turun ke platfom 4 KL Sentral KTM utk menunggu ketibaan komuter. Destnasi saya adalah ke Tg Malim.
Malangnya setelah lebih 1 jam menunggu tiada tren komuter muncul. Saya dan ramai lagi penumpang lain hairan kenapa semua komuter yg tiba hanya menuju ke Gombak /Batu Cave sahaja.
Oleh itu saya naik semula bertemu dgn petugas yg menjaga gate dan memaklumkan tiada tren terus ke Tg Malim kecuali selepas jam 5:45 ptg.

Isu yg memerlukan tindakan KTMB, APAD dan Kemeterian Pengangkutan dan Touch & Go adalah:

TNGo-
(1) Sila refund RM10 wang penalti yg dipotong dari kad saya kerana "melebihi masa". Ia bukan salah saya.
(2) Kenapa tak sediakan sistem dimana CSC KTMB di KL Sentral boleh buat "immediate refund" bagi kes kes benar spt ini.
(3) Kenapa tak bekalkan Borang Aduan (BA) utk memudahkan pelanggan.

KTMB: Pengarah Urusan/CEO mesti turun padang dan melihat sendiri perkhidmatan pekerja anda:
(1) Tiada banner atau pemakluman yang lebih jelas tentang ketiada tren komuter dari KL Sentral ke Tg Malim. Hanya satu keping poster saiz A3 sahaja ? Tak ada akal! Kenapa tak buat pengumuman secara berkala melalui PA Sistem sediada dan memaklumkan "tiada tren komuter ke Tg Malim dan pengguna diminta menaikki MRT ke stesen Sg Buloh dan meneruskan perjalanan ke Tg Malim". Apa la bodoh sangat bahagian operasi KTMB hanya letak satu poster kecil dan mengharapkan orqng ramai akan baca?
(2) Semua pengguna KTMB dipaksa guna kad TNgo atau kad KTM tetapi hanya satu kaunter sahaja dibuka dan pelanggan berbaris panjang. Pelancong asing juga nampak mengeluh. Memalukan negara kerana sebuah stesen utama negara tapi servis hampeh! CEO boleh letak jawatan.
(3) Mutu CSC operator di pusat panggilan juga perlu ditingkatkan. Saya buat panggilan untuk mengadu hal ini tetapi selepas beberapa soalan operator letak telefon. Saya hanya minta penjelasan dan tindakan utk masalah saya ini dan minta pegawai yang paling tinggi menjawab hukan operator. Alasan diberi hari Sabtu dan Ahad tiada Person In Charge. Bodoh punya alasan. Pihak pengurusan KTMB sila dengar semula rakaman perbualan saya dengan operator awak.
(4) Pekerja dikaunter CSC KTMB Sg Buloh juga tidak membantu. Saya minta borang aduan tetapi beliau minta saya ke hub TNGo untuk buat aduan. Bodoh!

(3) APAD dan Kementerian Pengangkutan:
Memalukan kerana Menteri dan CEO APAD tak turun padang tetapi tak habis habis main politik sahaja. Buat la kerja dan pergi audit servis KTMB. Gaji dan elaun besar tapi malas!

Saya mahu CEO atau pegawai atasan kanan KTMB call saya semula utk mendapat memberi penjelasan.

Terima kasih

The train is not following the schedule. If they arrive early they will leave early. This is so inappropriate as people are scheduling their time according to ktm schedule.

Eg : if the train was schedule at 8.19am but leave the station at 8.17am. There is no punctuality at all. Need to improve your services more.

Kindly ask for the immediate action regarding this problem. Thank you.

Hey ktmb, you seem to delay the komuter trains like nobody's business. You are causing massive inconvenience to your customer. Apologizing everyday for your delays is not a way to show your sincerity. Change is. So change for the better and not for the worse. You set a timetable, adhere to it. Otherwise, change the time and make sure you notify your customers bout the new komuter timetable. A note to ETS, try to communicate with KTM komuter bout your timetable. Don't just use the track like no one else is using.