KTM / Keretapi Tanah Melayu
Reviews and Complaints

I booked a return trip of the above yesterday . Today, KTMB emailed me that the train that was supposed to travel directly to Hatyai has now been changed to a bus ride instead from Padang Besar onwards . I would not have opted for the trip if it includes a bus ride. I cannot get a full refund and my Hatyai booking cannot be cancelled . How can I get a compensation from KTMB?

The company does not keep its promise.

Our destination is Kajang to Butterworth on Tuesday, 27 December 2022. Departure time, 17.19.

The elevator was out of order since when we arrived in Kajang on 22 December 2022 until the day we depart. Every passenger had a trouble to take the staircase with all their luggage by using the staircase due to the elevator out of order.

We realized that KTM is not maintaining the facilities that is important for the passenger to use. What happend to a handicap passenger who need to take the train?

The elevator break down issue does not only happened in KTM Kajang but also at KTM Butterworth sometime back which was left unrepaired for many months.

We hope that KTM take this elevator breakdown issue seriously and not left unattended for a long period.

Lodged a complaint on Wednesday but till date not a single acknowledgement receive from KTMB official Facebook page.

On 21/12/2022, I was on board train from KL Sentral to Ipoh, 7.03PM train. Incident happened around 8.27PM at coach B toilet.

I was in the toilet, I make sure I locked the door. Suddenly someone knock the door so hard, and without giving me time to response he just enter the toilet. Luckily I was washing my hands at that moment! He then quickly go out from the toilet and wait outside. Is a male cleaner, skinny. Not even apologize to me and gave me a kind of stare when I go out from the toilet. He then quickly went in and clean the toilet.

I am unsure of how he can opened the locked doors, I am assuming he uses his key because when I wanted to re-lock the door the lock was back to the open direction, if I missed to lock the door supposed the lock does not went back to the open direction and remains at the lock direction.

KTMB CS does not even want to acknowledge this incident and just read my message on Facebook only. Very disappointing, sad and ignorance management, and this incident is really nonsense. Why can't he just wait for people to response man.

Today (10.12.2022) we are bringing our school students to KTM at Butterworth. When we are at Ktm station Butterworth, our students went for toilet, without realization they open the gate and forget to close. Suddenly the controller locked the gate and he spoke and scolded teachers and students very rude and impolite such as no moral value (tidak terapkan nilai sivik). He is elder but using such words at public place made us lost selfrespect. This is our first experience using KtM service but gave us such a bad memories forever. I hope the administrative KTM take action immediately.

Dear KTMB, I am here to complain on the usage of short train on utara line on weekend. With high traffic of users on every weekend especially after office hours, it is really packed and suffocating when your company use short train. It is very inconvenient! User have to push one another some missed the train because too packed! Please use long train!

Hi,

On 30 Nov 2022, train to Pulang Senang has been cancelled due to the rain.

But, the announcement made for the blackout is very unclear and we passengers doesn't understand anything.

Throughout this blackout (around 10min) we are stuck inside the dark and no Aircon train and no staff have come down and explain to is what was happening.

The second announcement regarding the train being cancelled is announce outside the train so we very confused when people outside said our train was cancelled. And yes, there's no staff that come down and help us understand the situation better.

I understand that we are currently in a monsoon weather but please take these following action.

Dear KTM,

This is not a complaint, but rather an appeal for more ETS trips on the northern routes. A surge in the number of students using ETS services has been observed, which is encouraging for ETS. However, it has become difficult for the general public to travel because tickets are usually sold out a few weeks, if not a month, in advance, especially on weekends. Given the increased demand for ETS services, I respectfully request that you increase the number of ETS trips that connect the northern regions (frrom Ipoh to Padang Besar).

Furthermore, it would be beneficial if the Komuter service along the Northern route could be extended all the way to Ipoh (currently until Padang Rengas). This will provide options for passengers who are unable to obtain ETS tickets but wish to travel to the north.

Congratulations on ETS's excellent performance; hopefully, your service will be extended further.

Dear KTM Team

Please display on your operation hours during weekdays and weekends… Till now 650am 13 November 2022 (Sunday) not open yet……Some passages with babies and senior citizen….. Please improve we will 2023 by next another one month….. be empathy with those person using public transport.. This is malaysia main transport and so shamefull with tourists

TARIKH : 10 November 2022

TEMPAT : KAUNTER KTM UKM

MASA : 5.00pm

hi, saya nak buat aduan tentang customer service yg berada di kaunter KTM UKM. sungguh tidak ramah, muka ketat, tak senyum langsung, buat muka kerek. saya tanya berkaitan kad tng kad ic, dia jawab dengan sepatah, tak terangkan dengan details. memang tidak membantu langsung. tolong train pekerja awak terutamanya customer service lelaki.

There were more than 15 passengers waiting at the gate around 6.20pm to 6.25pm for the boarding train of 6.45pm train today 8/11/2022 but the Malaysia ktm officer closed the gate before 6.25pm.Refused to come up for checking even after the Singapore custom officer called the Malaysia customs officer to come up for checking.All of felt this is very bad service and non-ideal example especially myself as a responsible and hardworking Malaysian.We can't buy the return ticket anymore if the officers continued this kind of irresponsible and irrespective behaviour.Kindly take action and change the holding time to at least 15minutes.

When I want to enter the train station, I find that my tng card balance is insufficient, and I want to go to the ticket office to recharge, but the conductor told me that this ticket station cannot be recharged with tng and no tickets are sold. The machines for recharging tng cards and selling tickets are still broken. The conductor has a bad attitude and can't help me solve the problem.This place is right at ktm sunway setia jaya.

I was get in the wrong train ets instead of komuter to go to kepong station. The malay girl staff lying to me and said the train just go strainght to johor in between is non stop so I have to go to johor. I asked her in between isn't that supposed to have other station so I can get off instead of go to johor. But she said no and walk away. So I chase her up then she said the train will stop for you at batang kali so I can get off at that station. She think is funny to look at me nervous and playing around me like that. This is very awful as service and no respect to customer as they think they will not be discipline. I don't know her name but train is go to gemas at 31/10/2022 from Tg Malim at about 11am. I am very sure you will be about to find out who she is when you check in the system. This is very bad as the staff think they can do this just because we are different race.

I waited for train at KTM Midvalley from 9.15 pm till 10.30pm. 1 hour plus. management, train and services are very BAD. If I could rating KTM train services, 1/10. Very poor and better to close down. Disappointed as there’s no announcement with delay timetable etc. I checked Twitter, FB, website. But none. Disappointed as a user. Disappointed with local public transport.

Please be transparent on the delays. I understand that there are some things that could not be avoided. But please let the passengers know that we might experience some delay due to what. A lot of people are expected to arrived to work at certain times. But one hour delay? You think all the bosses would understand? Without any proof? People might have an interview at a certain time. Would it hurt to let us know? Or post something on your facebook or anything regarding the delay? At least people know what is going on.

Mesin scan masuk KTM Pelabuhan Klang yang sangat bermasalah dan menyebabkan ketinggalan tren selepas sejam menunggu (7/10/22). Selain itu, pegawai kaunter tidak melayan apa apa aduan yang ditujukan malah sering ingin menjual kad KTM kepada pengguna. Mesin yang uzur dan bermasalah ini telah menyebabkan kelewatan untuk banyak penumpang. Perkara ini tidak seharusnya berlaku di sebuah bandar moden. Saya harap perkara ini akan dipandang serius oleh pihak berkenaan. Sekian, terima kasih

I already call ktm careline for this issue the same date but no answer for careline office..every times i calling not staff pick up my calling..what the [censored] service like that? 5/10 i call again then she told she cannot do anything..4/10 i calling no one pick my call.. I had to buy a new ticket for the that day..

No Booking: K220999680110

NurHafizaSyazana

Date 4/10/2022 5.10AM

Ic:[protected]

[protected]

It not sensitive enough for scanning card. I using new card it need to take few minutes to scan. Before I change my card it said because of my card. But now I change my card but it still encourages this issue. I already reached the station but since it can’t scan my card so I just miss my train in front my eyes. Can KTM upgrade their ticket gate? Please upgrade those ticket gate at city because we are living in fast paced. Because of those unable scan card issue or not sensitively and wasting most of the people time. How to encourage people to use public transport if the issue still at there?

1)I wish to complain regarding the toilets inside the waiting compound..at Sg.Buloh station here.As everyone knows that once u inside the waiting area at railway platform which is at the down stairs of the huge building.Thus,I believe once the passenger really wanted to ease the urge...it is rediculous he or she to climb back to go to upper level which it takes more than 10minits or more.. if the train is on the way, definitely there's no time at all to do so,I hope KTMB will do necessary arrangements.

2) The Surau does not HV any chair/stool for the handicapped people or for the elderly ppl.

Tqsm for yr speedy action

The return tickets from Hatyai to KL Sentral on 18/09/2022 was 12.30pm. When I reached the station at 11.30am, I was told that the train has departed 2 minutes earlier at 11.28am. The departure time on the tickets was 12pm without mentioning Malaysia or Thailand time zone. Thus, even when we reached the station 1 hour earlier than the time given, the train was still departed. I had no choice but to go back by bus and stay 6 more hours there. KTM is responsible for all the costs above.

This is the most stupidest thing ever. They really expect senior citizens to deal with this fuss? I'm not even a senior citizen and I'm full of rage from KTMB's stupid website. It is so inconvenient and the fact that they are making such an inconvenience for senior citizen's only tells me that KTMB isn't genuine with their intentions to give discounts for senior citizens. What they really intend is for senior citizens or their family members to get fed up and buy tickets at full price.

I mean, once you key in the IC number, it should be able to detect how old you are by the year. Don't be such [censored] KTMB.