KTM / Keretapi Tanah Melayu
Reviews and Complaints

Im travel from kl sentral to Sg buloh. When I found I left my things in station, I go in and out to pick my stuff. The system charge me for arround Rm 27, when I ask the counter, they said the machine unable to detect my touch n go when I go in, even though the gate open when I touch my card. If I need to claim the fee I need to take leave to go kl sentral during office hour to settle it. It really cause a trouble on me. I would like to please ktm to fix the problem. If the problem not solve, I will consider no taking ktm in the future because it not only have dely problem but also system problem now. Thank you.

KTM – The Manager, Customer Relations Department

Dear Sir

Victimised by New Ruling on Bringing Foldable Bicycle on ETS Train

We are two senior citizens from Ipoh who have been using your ETS and Commuter trains to travel with our folding bicycles to places like Padang Besar and Tampin. We understood your ruling regarding bringing folding bicycles on board the trains – that only foldable bicycles are allowed on the ETS trains while normal bicycles are only allowed on the last coach of the Commuter trains. I am sorry to inform you that, as loyal passengers, we have been snubbed and victimized on a recent trip on your ETS Ipoh - KL train.

On Saturday, 16 September, 2017, the two of us made a short trip to Kampar with our folding bicycles (put in bicycle bags) from the Ipoh Railway Station. We bought our tickets for the 7.25 a.m. train from Ipoh to Kampar(As per attachment). We went through the gate to the platform with our bicycles and boarded the train. The gate keeper was a young, fair, Malay lady who let us through the gate to the platform, knowing that we had brought along our foldable bicycles in bags. We put our folded bicycles in the steel racks provided in front part of the coach and took our seats. A few minutes later, a young, fair, Malay guy (whose the name “Ridzuan” on his name tag) shouted out asking whose bicycles those were which had been brought into the coach. We told him that we were the owners of the bicycles. He told us that folding bicycles were not allowed to be brought into the coach, according to the new KTM ruling which was enforced recently. We said we were not aware of the ruling and we had been allowed through the boarding gate. Since the train had departed from the station, he insisted that we had to pay a charge(fine) for bringing the bicycles into the coach. We explained that we had been bringing our folding bikes on the ETS train many times in the past and were not aware of the new change of ruling. But we had no choice but to abide by his requirement and paid of the of RM20.00 for each bicycle.

We were caught unawares, and made to pay the hefty fine of RM20.00 for each bicycle for the short trip which was only for 20 minutes. We thought the fare for the short trip (Ipoh to Gopeng) was already expensive at RM11.00 (supposedly a senior citizen’s rate). We do not know how the fare was charged, but we thought it was excessive, considering we paid RM29.00 for our previous trip, Ipoh - Padang Besar which was 4 hours. As if that was not enough, we were forced to pay the additional RM20.00 surcharge or fine.

We feel that we were unfairly treated and penalized in this case. Your Malay lady staff should not have let us through the gate to board the train in the first place. We would not have taken the train if we knew the the fine was going to be that heavy. It was only after we had taken our seats in the train that we were told by your male staff(En. Ridzuan) that it was against your ruling to bring our folding bicycles. Though innocent, we were forced to pay a fine of RM20.00 each, through no fault of ours. We realize only later that there was a change of ruling recently – that all types of bicycles are not allowed in the trains. In any case, if you do not want to allow something to be brought into the train, you should prevent it at the departure point before boarding i.e. the gate, and not after a passenger has boarded and the train departed from the station!

We have read in the newspaper recently that KTM wanted to be cyclist-friendly, consistent with the local government policies to promote cycling as an environment-friendly mode of transport and a healthy pastime. KTM had encouraged cyclists to use the Commuter and ETS services i.e. allowing bicycles, especially folding bicycles, to be brought into the coaches, subject to conditions to be complied with. The recent blanket ruling to ban all bicycles on all KTM services hit us as a surprise. Why the 180-degree abrupt change of policy? If the reason for the change is the sharp increase in passenger traffic and that bicycles may pose an obstruction to passengers, we wish to inform you that it is not really an issue with foldable bikes as they are small enough to be placed on the luggage racks which we notice, the space is not fully utilized anyway. And it is not often that cyclists bring their bikes onto a train (we were the only ones on the trip)

Yes, you have notices posted at the station ticket counters about the change of ruling but how do you expect consumers/passengers to check and be updated on all the notices before they buy a ticket to take a train?

We hope KTM would look into our feedback above and try to be more customer-oriented, rather than pass rulings without due consideration to the interests of customers. To say that we are disappointed from the incident is an understatement, having been victimized despite being loyal customers of KTM for years.

Yours faithfully,

Teh Moon Chong
I.C. No. [protected] H/P: [protected]

Pah Eng Cheong
I.C. No. [protected] H/P: [protected]

Enclosure : Copy of Train Tickets and Receipt of Fine Paid

What we are asking:

1. We want a refund of the RM40.00 paid, which we feel is totally unjustified. Essentially, we were forced to pay the fine.

2. We want to know how the ticket fare was charged - at RM11.00 for the 20-minute train ride at senior citizen's rate, which is more than half the price of a full ticket to KL (more than 2-hour journey). We feel we have been overcharged for the ticket.

3. We want the policy on the bringing of bicycles on the trains to be reviewed if KTM, being a privatised entity and not just another government department, believes in providing customer-oriented services and listens to its customers. Of course, this is the prerogative of KTM.

4. We are not happy about the 180-degree abrupt turn made to the policy when, not so long ago, KTM announced its intention to encourage cyclist to use the train services, consistent with the local government policies to provide the infrastructure to facilitate the use of bicycles. Now it is a total ban on all bicycles, which is contrary to KTM's previous stance on the matter.
We would pursue the matter in other media if KTM is not prepared to listen.

I have moved to a new place and have changed my daily accommodation to mrt since it launched and would like to get a refund of residual amount in my komuter link card. I made a call to ktm hotline and has been told there is no refund of residual amount at all and I need to utilise it until finish. The ktm station is now far away from my home since I moved and it going to be impossible for me to take ktm to work as last time I did. Ktm should allow people to get the refund of the residual amount in this komuter link card since the card is only usable at ktm not everywhere. Or ktm can practice the same as rapid kl did by transfer the rapidpass card to tng. Hope the ktm management will look into the card policy and make the rules & regulation more sensible.

The KTM started have big issue and impact on my schedule. Normally from kl sentral back to segambut on evening around 6.20pm. Usually there is 15 minutes per train. Now the schedule is mess. From 6.18 one train to tnajung malim next train is 6.20pm. Follow by another 2 train going Batu cave.
So the schedule is not usual. If I missed one tnajung malim train I need wait for more than 40 min in peak hour for my train. Where is the promising 15 min per train In peak hour?

Usually the ride take between 17 - 20 min I can reach my station segambut. Butafter the last week incident. The train take longer for the ride, example I took 35 min to reach the station. Almost double of the ride. And seriously impact my scedule and [censor] after woek. Longer stop, and sometime the train stop with emergency, is not comfort for passenger.

Please improve the timing and quality of the driver. Please adjust back to the usual time. It really have big issue for timing.

Further more, the touch n go in kl sentral is way too slow in Response. Kindly improve the sensitivity and it won't cause the human traffic sticks and prolong the time. All the system upgraded but doesn't improve yet get worst.

Please take concern. Wish one day ktm have lrt or mrt quality

Date of Incident: Almost everyday, since the first time im taking KTM

Salam 1 Malaysia..

1) Theres one time when I wait for KTM at Subang Jaya at 10pm, but then KTM arrived at 11.50pm

2) I take KTM daily to my workplace. Usually it was behind the schedule and when I arrived KTM on time, KTM leave early then it supposed to be. I always late to meeting and training. and because of this matter i need to woke up super early in the morning so I wont miss the train.

3) I usually take Shah Alam to KL Sentral and KL Sentral to Shah Alam route. From Shah Alam it is always signal clearance and sometimes train stopped for more that 20 minutes. What kind of signal clearance is that ? got lembu lalu ke ?
and for KL Sentral to Shah Alam... KTM always delayed and also got signal clearance thingy.

Please make things better than what we have now... We as a Malaysia citizen didnt ask for superb service, but we just need better service.. improvement.. can u do that ?
rather than the ticket is expensive now, sometimes doesnt make sense to me..please please please make our heart calm and make us feel proud and pleased to use KTM services. I really hope someone in charged will take this as his/her responsibility.

Dear irresponsible ktmb,

What the hell is happening! Terrible timing! Train was delayed with no announcement! Nowadays trains is not on time. What kind of signal clearance is that you people announcing everytime!? Why the hell u people can take any action for improvement. Everytime same issue! Ktm service is not a free service. Public is paying for it even though you irresponsible people giving us terrible service. Why I have to wait for 1 hour just to take a train? Cause of your delays public can't do their work on time.! The worst ever public transportation in malaysia! I'm tired! Seriously useless!

Staff very rude with customer very lazy . Cannot give proper information . He's scolding just I want to cancel my ticket because he say he want to close the accounts in 2 hrs and he start working 12 pm until 12 am . He's s scolding me to terrible and I'm just 20 yrs old still a student . What system do we have in this country ?! Why you should put like this people working in this department ?! Here billions of people need this service why can't the service be proper n satisfying ?!
Thank you hope you take action on him before others start complaining

I noticed since last week ur train schedule are madness. Ktm s only provider s still layed back. I 've to spend hours just to get a train & that bloody train will stop for minutes in few stations. Sick & tired of it... Why the hell u can take any measure for improvement... Ur delays cause s nuisances to the public yet nothing has been done. If u want to do servicing, do it before the train leaves not when the train s in transit... Realy useless...

I been using ktm since 2012 and nothing has changed for good by far. The only thing I notice ktm good at doing is at increasing the fare which doesn't reflect quality of it's service! The train gets delayed atleast 3-4 days a week, the screen doesn't function, the train arrival time isn't accurate, there are way too few coaches to cater the ever increasing malaysian population! It seems like your management couldn't careless because you guys are the sole service provider! Please do something we are paying double of what we used to pay for a horrible service like this! Maybe you guys should learn from china on how to manage! You been telling your cargo train had some issues and this is the 3rd day the issue hasnt been resolved! God bless ktm!

Dear ktmb management

I travelled from bandar tasik selatan to ukm on 22 august. I was at the bandar tasik selatan ktmb counter at around 930 pm. All the machines were not operational. I went to the counter and purchased 2 adult tickets. After getting the ticket, I picked my 3-year-old son up. The officer rudely asked me to pay the child fare as well. He told me that for a child of 2 years and above, I have to buy child ticket necessarily. My understanding based on the may 2016 announcement on ktmb website was that only child above 4 years has to buy child ticket.

My main problem was the rude behaviour. I told him that I have travelled before and I was not asked to buy child ticket ever before. I was carrying him in my hand. Also, in ktm, I carry him on my lap. Instead of showing any official notice/announcement/policy, the officer gave a racist remark when I left the counter. I was utterly disappointed by that behaviour and unnecessary remark in the end.

Even if that was the rule to buy child ticket if the child is 2 years old, the officer should have explained to me the rule and I will have paid. All ticket machines were non-operational at that time.in that case, the officer shall have been on duty. First, he reluctantly took his desk and then behaved like that. I did not reveal my nationality nor he asked for any document. Still, he assumed me national of a particular country and then gave a racist remark. I am very sad on this. To know that after all, even the rule was misapplied and misquoted, I am even more saddened.

Sincerely,

22/8/17 (kepong sentral station)
Around 6:20+a. M in the morning I wanted to take train to kl sentral, but due to disruption there was no train. I only knew about it after this happen - when I went to buy the token one of the staff just said "tengok" and "baca" such rude attitude, so I just look around for any infomation then I looked at him confused then he started hitting the glass hard saying "baca". I really hated it he could have just said "baca notis di counter glass" or something like that not just rage, I mean like the first issue of the media release said that there would still be train but with a delay of 30 mins of every train, but the new notis was there would be no train. I really thing that is his attitude is intolerable especially speaking to customer. When he spoke to a malay he spoke nicely. He os not only treating me badly with a rude attitude, I could also say that he is being raicis. Ktmb you can check the (cctv) it is the counter at the "platform going to sungai buluh direction" the station is "kepong sentral". I wish I get a follow up from ktmb.

Horrible facilities and horrible timing. Train was delayed with no audible announcement! Speaker system was so awful that even if the delay had been announced, no one could have heard it! And there were no staff anywhere to be found to ask except at the main entrance that I had to run over to just to ask about the status of my train, in which I was promptly yelled at because at that moment my train had chosen to arrive... 30 minutes late!

As salam tuan,

Was on ktm ets train to sungai petani on 18 august (10.45am) and back to kl on 20 august 2017 (2.45pm).

The boarding and seating was good. The ticket conductor ticket check and serving of refreshments were timely. I appreciate this part of service.

The part I am not happy is the toilet. There was no tissue on my way to sungai petani. On my way back the to kl the toilet near the kantin smells awful. I was queuing for the surau for a whole 20 minutes and the stench from the toilet nearby was aweful with no action taken even after I finished praying.

Is the kantin staff not part of ktm? Even if they are not part of ktm at least they should have the moral duty and common sense to report it and not leave it to ktm staff to find out.

Thank you

My mother and I commute to kl sentral for shopping. And thanks to your "signal clearance", a supposedly 30-minute trip became a 2 hour trip. After shopping, we took the train to return to taman wahyu and the same problem occurred. We boarded the train by 4:30pm and the train only managed to move by 5:02pm. Now, it's 5:35pm, the train reached kuala lumpur by 5:15pm but it's still not moving at all. Hello? I understand that some cargo train derailed in the morning so I won't complain much on my trip to kl sentral. But! The company announced that they will work their way and service is expected to return by 4pm! It's been more than 12 hours now. Are we going to just stay stuck on this train until the next morning? Should we look for a place to stay for the night? Please, I expect a better service from ktm.

The delay is due to doubled like changes to single line for putra and KL station
I am not sure how does it affect the KL central to mid valley
But the fact is I have been waiting for one hour
And it doesn't show the time it will reach
And we just wait like a stupid
At least the board should show the time like roughly how long it takes instead of just letting us to wait as we thought probably 15 mins more and it is infinitely of 15 minutes more.
The platform 4 has train passed for even 3 times and we are still.waiting
Lousy system.

Hello KTMB, I am one of the regular user of KTM, and never not once I have not disappointed with the services provided.

First of all, DO NOT PROMISE that you'll have 15 minutes interval for peak hours if you can't do so. I don't know how you deal with your work and office hours, but the rest of us take it very seriously. And ONLY IF I have another option, I wouldn't even bother to use KTMB anymore. Like, seriously. I waited for 40 minutes for a train who should've been there for 15 minutes interval. AT 7.10AM ON FRIDAY. And needless to say, I was late for work.

Secondly, the Subang Jaya KTM station has started functioning so why hasn't you open the other station, to allow both train routes to function? This is so sickening to wait for clearance signal from the centre which, to add to your late train, is literally forever.

CAN YOU GUYS PLEASE, FGS, FOR ONCE IN YOUR LIFE, DO SOMETHING ABOUT IT. TQ

The updated interface has been causing EXTREME difficulties for users to navigate through the system.

- It is difficult to find our booked tickets
- Unable to access with ease to see if our transactions has been successful/unsuccessful
- Prefer the OLDER interface in which bookings could be viewed straight from the homepage itself
- Now we have to find it through numerous clicks, even then it's complicated and makes our lives harder.

PLS LOOK INTO THIS MATTER AND CHANGE BACK THE INTERFACE FOR GOOD.

Salam tuan/puan.
Batu caves to labu stations I am traveling to ladies couch on everyday but guys are sited my nearby
I told to many times this a ladies couch please change to other couch nobody not hearing my words and not move. I feel unsecured please take a immediate action

*please remove the ladies couch or please cheek to every stations on ladies couch

*if guys in ladies couch please give to penalty above rm100

Please take my complaints and take a immediate action

Thank you,
Asalamu alaikum (Var)..

At 1235noon /2nd july 2017, I came to ktm nilai for an intention to take a train to kl. Waiting area was too hot. I went to ticket counter ktm nilai and ask an indian man (in ktm uniform) to switch on the fan located at waiting area. He passed me to next counter where a malay man (ktm nilai staff) seated. He told me that "the fan at waiting area next to the track is controlled by kl station". I called kl station at 1245 via +[protected], a polite staff identified herself as "suraya". I told her what happen and she promised to get back to me after she got clarification from nilai station ticketing counter staff. At 1255 suraya called me to inform that fans located around the platform having malfunctions issues since morning and both kajang and seremban stations were notified and rendered assistance. At 1305 suddenly all fans at nilai platform were switched on. Thank you suraya from ktmb call centre. Before the call ended she quoted "selamat hari raya".

25 June 2017 5.44pm train from Tanjung Malim to Pelabuhan Klang. I'm a girl and I stay in ladies coach on train with my friend. Suddenly at Rawang station many men come in ladies coach. It's make me scare. I think they all are foreigners. Maybe don't know Malay and English well yet. No announcement or police to ask them change coach. Hopefully next time ladies coach just for ladies.