KTM / Keretapi Tanah Melayu
Reviews and Complaints

Ktm always delayed a lot of time without any reason given, fine. I am still ok with it if I am not rushing. I even skip my class before because of the delayed by the ktm without any announcement at their official account in twitter. So today as normal I am taking ktm to subang. At the shah alam station, they said they are gonna stop for maintenance or something else. After waiting for about 20 minutes I ask them at twitter, they reply me waiting for what signal clearance bla bla. Then I ask them, can they estimate the time so I can count whether I can reach sharply to take my final exam? Fine no reply! If you can't estimate you can just reply me you don't know but not letting me to wait for your reply, at last I took grabcar and reach school just in time! If i'm late for my final will you pay any responsibility for it? Even you're under maintanence you should always inform earlier at ur official website but not only inform after it start/ customer ask. Lastly, [censor] you ktm!

I, together with all other daily ktmb commuter utara users were caught by surprise when the commuter service from pdg. Rengas (depart: 0654hrs) to bukit mertajam (arrive 0800hrs) was cancelled right on the peak hour on 6/12/2017 without prior announcement.
No reason was given by ktmb staff in simpang ampat about the cancellation.
Today 7/12/17 the service was cancelled again at the same hour.
No information or cancellation notice was published in ktmb's website or the facebook page.
The ignorance by ktmb by not sharing the vital information of their fleet cancellation is totally irresponsible as the canceled schedule is right on peak hours where most people travels to work, students were affected as well.
Being a daily passenger with ktmb, my presence at work was affected due to this irresponsible public transportation service.
On behalf of all ktmb commuter utara users, I demand a reasonable explanation from ktmb with public apology for their unprofessional management of the train service.
Please improve your service and kindly "read and reply" your facebook comment to the dissatisfied customers.

Sy pergi kaunter untuk mintak tolong printkan tiket dekat stesen kajang. Tapi pekerja dia macam nak marah then kata sy takmalu mintak org printkan and takprint sendiri. Sy beli tiket guna duit bayar bukan tiket free. Sy call center sebab sy beli tiket online. Duit tolak tiket takdapat. Call center banyak kali takjawab. Bila jawab langsung takmintak maaf sebab kesalahan ktm. Sy beli token dekat mesin. Duit tersekat tiket tak keluar. Bila bagitahu pekerja ktm dorang layan sangat teruk. Tolong bagi latihan cara nak layan customer dengan betul. Sebab customer bayar untuk servis bukan free. Sy sebagai customer yg selalu guna servis ktm sangat kecewa dgn servis. Pekerja tu jangan lah malas sangat. Kalau korang penat knp korang nak kerja? Korang dibayar gaji untuk bekerja korang bukan hamba yg dipaksa bekerja. Maaf dan terima kasih

As usual, I have registered the phone number that is exactly same as my phone number, but while waiting for my phone to receive the code, I get nothing and I realize the system had sent the code the wrong wrong phone number, my phone number is ([protected]) but it sent to (xxxxx512) and miss the 7 at the last of number, I hope that the problem will get into solution as soon as possible…

Hey lahabau! Korg ni tak reti bt keje elok2 ke? Dr zmn ak blja.. Smpi dah keje.. Servis korg tetap terokk mcm hanat! Tiap kli naik tren ktm tak pernah tak delay.. Pg kje lmbt.. Blk on time pon tgu tren mcm hanat.. Xpnh nye 10min tgu.. Takde annoucement ke ap ke.. Korg ni mmg ske buang masa org ekk.. Korg ingt yg nek ktm ni sume takde keje lain ke nk tgu tren je.. Mcm lahabau.. Ak tgu tren slalu lama.. Hri ni dr kol6 smpi 7.30 xsmpi2 lg tren.. Ehh mmg bgsat la korg ni.. Dr dlu mcm sial servis.. Buang mse kau twu x.. Lenguh kaki ak tgu bratur.. Dr ak sorg yg tgu smpi org dah mcm ikan sardin dlm tin brator.. Klau korg rse tak leh nk improve korg nye servis.. Tutup jela ktm.. Lg baik xd dr ad tp mnyakitkn hti.. Buang masa.. Sbb kn ktm lahh slalu bt ak stress.. Korg twu x leh kne drh tggi.. Ap gne korg bt tmpt utk complaint klau korg sndri tak leh nk improve.. Mcm sial btol.. Mmg [censor] la servis korg.. Ttop jela ktm ni.. Mcm bgg servis.. Buang mse?! Tu blom msok lg tren stuck.. Mcm hanat.. Da la lmbt.. Tgu lg mcm sial.. Ehh lahabau! Tutop jela ktm ni! Bangang! Servis plg trok kt malaysia!

Sir,
On 26/11/2017 morning 9.00 A.M, myself and my 4 friends gone to Batu Caves from Port Klang through KTM. At Port Klang we ask 5 tickets to Batu Caves at the couter. The lady gave 5 tickets each 7.50 RM and says you have to change from KL Sentral. Ok we begin our travel. Due to derail in-between KL Sentral and Senthul we were directed through bus to Sentual and from there to Batu caves thorough KTM. At KL Sentral we asked I the counter whether this ticket can be used, they informed you can go up to Batu Caves with the same ticket. But while we reach at Batu Caves what problem I don't know all the ticket detecting machine shows error. So the security named Mr. Manuddin said we had only up to KL Sentral so we have to pay RM15 per head. I argued with him it is not our problem so we can pay the ticket charges from KL Sentral to Batu Caves. But he compelled us to pay RM75 or he will call the police. So we accept to pay and I demand him to issue the receipt. He got angry and behave badly and put receipt for RM30 per head. So we paid RM150 unnecessary otherwise he threatened us that if not paid he will arrest us and put in jail.

We return back to KL Sentral and report to the counter, they directed us to ticket office. There I try to make complain but they refused that today is Sunday we cannot accept it. Now I had to know what is the exact problem? Is the problem due to internet, or purposely the KTM is planning for fine collection. Whether I had no rights to ask receipt for tickets. What is the punishment for Mr. Manuddin? He was behaving cruelly when I ask receipt and unnecessarily taken RM150 from us. If we gave him RM 75 without receipt he will put in his pocket. Did the KTM head know about this Manuddin's under the table collection? I had herewith attached the receipt scan copy and the photo of Manuddin. If the KTM want to be corruption free then please take action against this Manuddin behaviour and try to avoid unnecessary collection from passengers. I am very much sorry to complaint this information. Since I was mentally upset I am posting this complaint. Kindly reply me the actions taken. Complaint has been forwarded to KTM call centre and inquiry department. Please imagine how much collection per day Manuddin will get.

Thanking you.

What is the purpose tunggu lama2 dekat kl sentral ni. 10 or 15mins dah la. Lama2 orang nk pergi kerja lah. Betul kan la management ktm ni. Tolong lah. Bagi la annoucement dalam train nak berhenti berapa lama. Kalau mcm ni baik tak payah bangun keluar awal. Fikir la baik2. Kata 3 hari repair. Ni dah seminggu. Ramai yg bergantung dekat ktm ni. Semua org lambat sebab ktm. Fikir!

25th November 2017: train from Teluk Gadung to KL central, scheduled on 5.30pm but train only arrived 6.27pm. There is no info of delay, actually arriving time being announced. Start 6.10pm, announcement of arriving of train but after 17 minutes only arrived. Why train delay? Why no info can share to user so that user can plan their schedule? Why KTM service is so bad?

Dear KTM,

I'm very disappointed with your service due to the poor attitude of the front desk & counter staff in KL sentral. I am a loyal customer for ETS train, and it really helps out me to travel to another place conveniently. However, the front desk staff in KL sentral is really rude as she called me 'Ei' instead of Miss, and she even not helping the customers . As I wanted to print out my ticket from a picture because the ticket was exchanged in my hometown by my brother. And the staff in my hometown said the ticket can be printed in KL sentral when I show them this picture. But when she saw the ticket was a picture taken ticket, she told me that it cannot be reprint as the system not allowed them to do this action. Then I asked her what's the further actions for me to do with the ticket, but she just answered me tak boleh print.
After that, I approached the gate staff and asked whether I can use the ticket for the train. Although he said the ticket is not valid as some certain reason, but he listen to my explanation and tried to helping me out.
He went to another counter to ask whether can help me because there's some miscommunication caused the ticket have to reprint. But the lady was rude by saying that it is not their responsibility to this issue and asked me to go away from her counter.
She even offended me as I told her I must go back due to some urgent issue and she started saying that people always say they must go back because of urgent issue like parents pass away. This statement for me is really rude and terrible to talk with customers, it is like cursing my parents to die.
However, I really appreciate the gate staff helped me to called the higher position of staff to solve my problem.
Lastly, my ticket was reprinted by the rude lady but she still utters words of warnings with disrespectful manner.
I'm not saying it is their responsibility to help customers to reprint the tickets, but I think the staff must at least speak with a good manner and politely.
It is not the first time for me that the front desk & counter staffs disrespect and talk impolitely, but I could tolerance with a limit. But from cursing my parents to die is a terrible and disrespectful way to treat a loyal customer.
I really hope that KTM could emphasis the quality of communicating with the customers and quality of employees. As the employees are the assets for the company, and they are representing the KTM's image and reputation.

13/11/2017 i log in website ktm utk beli tickets Tapah Road ke Padang besar...6 tickets harga rm318...ipay88 email transfer successful...tapi ktm x email i utk print tickets...so i call center tanya knp... Org sana kata x berjaya dan minta reference ipay88 utk buat report pulangkan duit... Tapi i tunggu sampai hari ni pun i call center ingin nk tanya mcm mane...dari pagi sampai skrg i call langsung x ada org angkat... Knplah service teruk mcm ni...

I and my friend was applied for the student card more than 1 month ago. Till now didn't receive any discount card. What the hell is going on? Im travelling from my hometown ipoh to kl almost every weekend and just count how much I spend for that. I payed for the card tho. It's not free. Takkan nak tunggu saya habis belajar baru boleh pakai discount? Management like a [censor].

Last saturday (11/11/2017), around 12.45pm, I urgently need to go to toilet at KTM Bandar Tasik Selatan. Unfortunately, the below toilet(next to escalator) is in cleaning progress so it left me no choice but to use the toilet in front of 7-11 next to the ticket counter. I was a bit shock where I need to pay to use the toilet (Rm0.30), and the toilet is dirty! Dah la kena bayar, toilet kotor, tiada tisu. Please lah management team. No one after spend their money and expect dirty toilet to use. Please improve you management and cleaning schedule.

ETS reach at 3.45am, but all customer who park car at parking area being locked up. All cat cannot out. This is ridiculous ! Wasting of customer time ! We wait more than 1 hour no one open the parking side cause those car parked inside cannot go out ? Is it a legal and hanity action made by KTM company ? What a disappointed action @ i will never ever park at KTM anymore. Photo attached car park inside cannot go out. Too bad service !

Good Morning, I would like to hereby complain about an incident happen last night regarding KTM services .Last few days my friend Mr.Lye bought a ticket using online payment, the system stated there paid and there was a proof of transaction history as proven below, but yesterday when Mr.Lye went there during the morning he was told that there was a system problem and they would refund him back the money and he was ask to bought another ticket but for a later time because he had an urgent matter to go back home yesterday, but because of the system error his trip was delay from 6pm noon to 10pm, it is alright the staff did apologize and said they will refund him, so he bought the next ticket he could get to go back home as soon as possible, I was not aware when I was using my ktm student card at the time with my friend the staff accidentally bought the passenger name under the card owner name and not my friend name (Mr.Lye), the staff did not even ask anything regarding the passenger information and so we taught that we have already bought a ticket for him.Despite after the staff check the earlier ticket bought under my friend's name(Mr.Lye) the staff did mention his name also before the staff said of having a refund, but still the staff open the ticket name under the card owner which is me instead of the passenger.What is worst when he went inside the train on his way home, your train staff who is assign to check for ticket identification ask Mr.Lye for ticket identification proof and my friend IC,
at the time Mr.lye realize the staff open the wrong ticket name, The staff on the train told Mr.lye he would be charge or fine 100 dollars for abusing the policy or if he does not want that, he ask him to get down on the next station and buy again the next ticket to go back home, Mr.lye did ask for a chance and said he did not have enough cash at that time too for he was not aware of this but the staff has no sympathy on him and ask him to get down, by that time it was already 1AM in the morning (come to think of that if the person was a girl, wouldn't it be dangerous to ask to get down alone despite begging for a chance, even if this is the rules and policy but human do makes mistakes right same goes to your system and staff), So in the end my friend ask for a stranger to sympathies him with some money so he could bought the ticket to go back for it was already so late and he was at one of the KTM station alone.So in the he have to buy 3 tickets and pay triple price just to go back home 1 way and have to go through all this, how shameful and pity is someone ask to get down the train although he paid for the ticket worst is not his mistake right? We are very unhappy about this problem and would like to bring an issue regarding this either a refund or apology for the staff action(My friend did not remember his name but the details as given would definitely let your system identify the person. For i know there is only 1-2 staff checking tickets inside the train at the time.We did not managed to have a picture of the ticket for the staff took it away when he was forced to get down, but we did managed to have a proof of the next ticket he was forced to buy.Hope to hear a way to resolve this issue from you all as soon as possible and thanks!
Train number: 9214
Time: 21.55pm
Date: 3/11/2017

On 27/10/2016 at 6.15am, my T&G does not have enough money in it to travel to Bank Negara station. So I went to the counter and want to buy normal ticket. I said to the fella, ticket to bank negara. His respond was so rude for that early morning. He said "this counter is only to purchase ktm card. Not to buy tickets" in malay. I replied, then how am I gonna get my ticket? He simply said buy the ktm card cost rm10. Not customer friendly enough. U dont expect that if there are 10 customer who wish to purchase a ticket need to buy ktm card if they already own one.

19 October 2017, Evening 21.14pm, KTM, Sunway Setia Jaya station.
I would like to throw your attention to a malay worker.
I was going to buy token at counter due to I am an OKU.
the worker (adult Malay man) straight away given me a normal token( none of OKU) I realised it and I told him I am an OKU.
He suddenly get upset and said some bad words to assume people who are OKU. Like,
"OKU doesn't deserve to be given half prices"
"OKU doesn't have to life at this world they all should disappear"
I was quiet, look at him with a look like"excuse me? "
His terrible attitudes made me so upset.
I does not give any respond to him and tried to calm down myself.
So, here I am decided to write a complaint letter.
This man (the malay worker) does not respect OKU.

I truly hope that he would get punishment.

Your faithfully.
Jasper Kuan.

This morning, on 09/10/2017, at 0847am, I have called call center asking about ETS Online System upgrading problem.. The officer on duty, Puan Shahida answered my question roughly, repeated at second "seperti yang saya cakapkan tadi!".

I think she should explain further politely, not in arrogant towards ktmb's customer. Upset with this great company of having lack interpersonal and communication skill officer.

For the management, you can play back the phone recording. If need, give her advice and send her to Customer Relationship Management Course to gain company's good faith.

- Sinvere,
Your loyal customer

Hello KTMB,
I bought 5 tickets (for myself, my parents and aunt together with her maid) from Singapore to JB Sentral on 1 Oct (Sun) for the 12:00pm train through www.easybook.com. The website clearly stated that we would arrive at JB Sentral at 12:05pm and that the gate would close 10 minutes before departure, however this wasn't the case when we entered Woodlands Train Checkpoint on that day.

I had actually arrived at the checkpoint with my family members at 11:15am, and while there was a snake-like queue which was quite long, all was well until we realised the train was leaving without any passenger onboard at around 11:50am. It was only until after 12:15pm that we started entering the gate, and there was no word given or any announcements made about the delay. While we waited for our turn to enter the checkpoint, both the Singapore and Malaysia checkpoint process was quite efficient (the fingerprint recognition and passport stamping was fast), we were seated at the train at 12:25pm. However, we realised that the captain had waited for everyone to be settled down at the train before leaving. Even if some customers were walking slowly or had items that could not be brought onboard (e. g.: baby stroller) and delaying the departure time or kept the other customers waiting, the train still would not leave even if it's way past the departure time. We ended up leaving at 1:10pm and reached JB Sentral at 1:15pm as there were no traffic. It was an almost 3 hour journey and the longest I took since we left our house and reached JB.

I had actually expected for the company to keep their promise and thought the entire process would be very efficient as it was a quick 5-minute travel journey, but I am disappointed beyond words especially since this was the first time my parents and I took the old-school train to travel to JB. This is not logical since there was no official explanation as to why this had happened as past reviews from friends and family members mentioned that the train would arrive and leave on time, without waiting for anyone who is late and if someone is late, he/she would miss the train.

Overall, I will not be taking the train ever again unless something is done about this such as implementing better measures to deter people from complicating the entire travel journey for the other customers. Because of a few latecomers, even if the other customers were early, they are still implicated and I felt that that was a selfish move. Please do something about this, KTMB.

Irene (and family)

I'm travel from ktm serdang today 29/9 at 7.00pm. I bought a ticket @ Rm3.40 with Rm50. And I ask the person who incharge at the counter if it's possible I can get my balance one "Rm10" or two "Rm5". He said the money is reserve for tomorrow. Here are not the place to exchange money. Wtf? U need to start reserve ktm money at 7pm? And why I don't have the right? I'm your customer. Not just come to exchange money. Talk like u work at counter with your master certificate. If i'm a foreigner, and I heard the conversation, I will be shame be malaysian!

i have travel from ukm to kl sentral today (24 september 2017) around 4pm-5pm..as i touch the card at ukm, it says the balance is rm30+-. however when i wanna touch out at kl sentral, it says that my card unrecognized.then the officer assist me to touch at old touch n go machine. when i use it, it credit my card about rm20+. i thought that i maybe see wrong then when i use it for lrt, im so surprised to see the balance only about rm11+. on the first time, i just wanna to let it go since im already late. however, the more i think about it, i have to get back my right since it cost me a lot while im only a student.i hope that you can solve this issue to prevent another victim of the system.thank you for your cooperation.