KTM / Keretapi Tanah Melayu
Reviews and Complaints

Greetings sir/ma'am.

I would lodge a complaint based on your KTM ticket counter staff attitude also the ticket machines that are available at the stations. As I know there are 4 machines for passengers to purchase tickets to ride the KTM but none of them were working. Whenever we press our destinations the money slot would not light up and this isn't the first time I'm having this issue . When we head to the counter to purchase the one-way ticket, it claimed that only card can be purchased now. Kindly check the maintance of your ticketing machines from time to time as this would really cause inconvenience travellers and to those who barely take the KTM.

Besides, the ticketing counter staff was very unpleasant when I wanted to buy a one way ticket and she was full with impatience while answering my friend and I.

I hope you do take consideration based on this complaint.

Thank you!

On 30th October 2018 @ 20:56pm at TBS

I was on my arrival and was looking for KTM service. Once arrived at ticket counter I was informed to pay for RM10 to purchase KTM card. But I was tried to enquiry about the previous system where used printed ticket only. I was keep on asking but the guy staff was not entertain me even not look at my face to communicate too. He was very much busy with handphone while attending the customer . Is this the way KTM trained their staffs to attend the customer ? Well I was get irritated and annoyed with his behaviour which is really immature . I hope there will be an action taken towards those staffs really not interested to work with KTM and give the opportunity for those needed . The guy really not appreciated what he has now .

Otherwise there will more complaints raised against KTM and may be even published in media which might spoil the KTM image .

Thanks
Devi

Pada 24 October 2018 saya ingin menaiki tren dari putra ke tampin.Bila nampak tren tu dah sanpai saya pun lari ke sebelah platform. Pandu tren nampak saya lari nk naik tren tu sebab tren yg seterusnya saya kena tunggu 1 jam.Tapi pemandi tu tak tunggu bila daya tinggal beberapa langkah je lagi.Dah la KTM tahu jadual kena tunffu lama dah bila nampak orang lari lari tu tunggu sekejap.Saya perlu 10 saat je lagi dah boleh naik tren tapi akhirnya saya kena tunggu satu jam untuk tren yang seterusnya.KTM kenalah prihatin

Assalamualaikum dan salam sejahtera.

Pada 23 Oktober 2018 kira-kira pukul 12.20 tengahari, saya telah berurusan dengan staff kaunter tiket di kaunter 2 KTM TBS yang saya dapat tahu namanya adalah Saiful. Aduan ini dibuat atas dasar pelanggaran etika perniagaan. Berikut adalah pelanggaran etika yang saya kenalpasti.

1. Saya telah memberi salam keagamaan iaitu Assalamualaikum tetapi tidak dijawab. Dengan penuh penuh kesabaran, saya berurusan dengan en saiful walaupun sikap acuh tak acuh terus diperlihatkannya.

2. Apabila saya bertanya dia hanya menjawab dengan kasar dan tanpa ada empati terhadap pelanggan.

3. Tiada resit dikemukakan apabila saya membuat bayaran untuk kad dan tambah nilai ke pulau sebang untuk 5 orang dewasa RM90 dan seorang kanak-kanak berusia 3 tahun berjumlah RM6.40.

4. Kempat-empat keluarga saya dan anak saya berjaya melepasi laluan pelepasan, namun ayah saya gagal scan dengan lampu bertanda merah. Ayah yang tersangkut disitu telah pergi ke kaunter semula dan bertanya kepada saiful malangnya tidak diendahkan dan mengarahkan ayah saya terus masuk sahaja. Staf yang berkerja sebagai service ambassador hanya memberi laluan masuk ke laluan yang tak perlu scan kad.

5. Masalah timbul apabila kami sekeluarga tiba ke pulau sebang. Sekali lagi kad ayah saya gagal berbunyi beep dan saya semak baki di kaunter. Baki menunjukkan RM3 SAHAJA ini bermakna RM15 tak ditambah nilai ke kad berkenaan . Dan saya perlu menjelaskan baki tambang selebihnya. Saya berasa sangat marah dan menyuruh staf kaunter pulau sebang terus berhubung ke ktm tbs. Malangnya saiful dah balik. Setelah berunding dengan staf kaunter ktm pulau sebang, mereka terpaksa menarik balik kad tersebut tanpa meminta caj tambahan. Saya akur dan sempat memberitahu mereka yang saya tak akan halalkan duit yang disalahguna samada sengaja atau tidak sengaja.

Justeru, saya memohon pihak pengurusan Ktmb untuk memandang serius perkara ini. Bukan sekadar RM15 semata-mata tetapi saya berasa tindakan pelanggaran etika yang berlaku dalam kalangan staf KTMB perlu diperhatian serius supaya tiada insan lain akan menghadapi perkara sama seperti saya. Saya berharap sangat SAIFUL perlu mendapat pengajaran di atas perilaku yang tidak sepatutnya staff KTMB tonjolkan kepada pelanggan kerana kami sebagai pelanggan tidak menggunakan perkhidnatan KTMB dengan percuma.

Sekian, terima kasih.

I booked 3 tickets on 15 October 2018 and I received an email on 16 October that my booking was unsuccessful. I have already made my payment with the amount of RM51. I made my refund request and I waited for 3 days. But until now, I didn't get my refund back. AND I couldn't log in my KTM account. I tried the new password that was given on my e-mail but I still can't log in. What's going on? I called the customer service number many times but they didn't pick up. How am I supposed to check the refund request? I hope KTM will respond this ASAP. I'm still a student and I used my own money to go back home. Please help and I really need my refund back. Thank you.

Sangat mengecewakan setiap kali saya naik ktm daripada Seremban ke KL Sentral, terlalu ramai bangla duduk kat ladies coach padahal coach lain tak penuh pun lagi.. aritu sampaikan golongan nenek dan ibu bawak anak terpakse berdiri sambil tengok orang lelaki duduk tempat dia, sume pandang pun dia buat taktahu.. Di KL Sentral, ad pegawai pemantau tegur kalau ade lelaki dia halau tapi tempat lain xde, tapi please la faham xsume perempuan jenis berani nak sound laki sebab takut ape2 berlaku, tolonglah pasni kuatkuasakan dekat beberape stesen utama yg paling ramai penumpang naik mcm kat KL Sentral, Seremban, TBS, Tg Malim, Batu Caves dan Pelabuhan Klang.. Ini untuk keselamatan warga perempuan, tolong ambil berat, kesian orang lain berdiri dalam keadaan padat mcm ikan sardin smpai tepi pintu, sampai ad yg hampir muntah sebab sesak dan terpakse duduk sbb hampir pitam tapi tempat duduk penuh dengan foreigner laki kat koc perempuan, koc perempuan 2 je kot, lagi 4koc tu xkan laa laki xmuat.. laki ramai mane je pun kalau nk banding dgn ppuan.. lagi kurang ajar, bile diorang cakap kuat2 siap bole makan ape sume, please improve it..

Dear KTM team,

I bought ticket at Ipoh counter on Sunday 14.10.2018 to travel from ipoh to kl sentral on 15.10.2018 at 6.25 am. However, before departing I incidentally left my ticket at home and managed to get my sister to snap the ticket for me via WhatsApp. I informed the officer that issue and showed her the snap picture of my ticket however I was informed by them that I need to pay the whole amount to reissue the ticket. What a ridiculous system! Its not I lost my ticket. I incidentally left the ticket at home n I have the photo of my ticket. I think KTM should revisit the SOP. I really dispointed with the system. In future, better buy online rather than over the counter!

Pada 20 ogos 2018 saya ada buat transaksi pembelian untuk 2 tiket ke arau. Transaksi tidak berjaya, tetapi wang dalam akaun saya telah ditolak. Saya telah menghubungi ktmb call centre pada hari yg sama, namun mereka suruh menunggu dalam masa 1 atau 2 jam setelah pembayaran dibuat utk sistem update. Selepas tempoh itu, sy telah menghubungi mereka semula, dan mereka beritahu perlu menunggu dalam masa 14 hari bekerja untuk refund. Pada hari ke 12 saya telah menghubungi mereka lagi sebab dah memang tak nampak bayang duit nak masuk pun, ada staff bernama fifi yg suruh sy menunggu sehingga hari ke 14 jugak. Ok fine sy tunggu je la, sampai 14 hari yang dok cakap tu. Seperti yang dijangka, memang tak masuk2 jugak. Kemudian sy call semula pada 15 sept. Dan ada seorang staff bernama ajmal cakap buat report semula pada hari tersebut dan perlu tunggu dalam masa 14 hari bekerja lagi. Omg tunggu 14 hari bekerja lagi? Dalam masa itu berkali kali sy telah membuat panggilan, ada la dalam 5 6 kali call still suruh tunggu 14 hari bekerja jugak. Dan sy memang rasa tak akan masuk. K fine. Sekarang sudah habis 14 hari bekerja yang dorang dok cakap tu, refund sy still tak masuk2. Kemudian katanya dia akan follow up dengan bahagian kewangan. What the hell that finance department do? Kerja berlambak sangat ke macam mana. 14 hari 14 hari tunggu sampai tahun baru ke? What a poor system that ktmb have. Please do something. I tengok dekat sini pn berderet complaint. Aiyooo

Saya nak complaint. Pasal adab seorang pekerja ktm awak ni. Yang telah menganggu dan tidak menghormati pelanggan. Saya menaiki train senandung timur, bertarikh 6/10/2018, sy tengah tido ye time tu, pada jam 3 pagi, die selak langsir saya, kemudian suruh saya bangun dan kemudian suluh2 dengan lampu. Tindakn tu sangat x beradab. Hormat lah sikit. Sy tengah x pakai tudung kot. Sebab kesilapan korang yg sediakan clash ticket, kenapa pulak pelanggan yang kena.
Sila mohon maaf kepada saya. Nama pegawai tersebut ialah shamsudin.

Kedua, tempat tidur banyak lipas, tolong hapuskan binatang2 ni. Bahaya.
Ketiga,. Aircond tak rasa langsung. Panas. Tolong baiki.
Okay tu je.

On 7 oct 2018, i'm using my touch'n go card entered to ktm at putra station going to petaling station. When reached petaling station, realised that my card being charged at rm10. This type of incident is not happened for the first time. When submitted request for refund at touch'n go, touch'n go will charge rm10 for processing fee. Go to ktm, ktm push to touch'n go. Go to touch'n go, touch'n go blame ktm system. What service is this? If would like to implement system, please ensure it work properly and not always create trouble to consumer to bear the unnecessary cost and ktm earn the extra money. Please advise how could I get back my money for the overcharge.

Dear Management.

I would to suggest that the TnGO machine to be placed near the Lift area so that people wont jem up the staircase and block the people who use the KTM card. This happen since the KTM card machine implemented and the staffs seems to know this being happening since then. But no action being taken to ease the people waiting time to walk out of the area. Even the staff not good enough to even think a little to control the crowd. This is really frustrating since these been dragged too long for a simple solution.
The staff are being very ignorant of this situation and very rude when people voice out their frustration. At the end no action being taken.
Needed your professional reaction and action in this matter.

Thanks and Regards,
Amir, Ng, Shoba.

Counter shows sistem lambat sila menunggu. The counter service/computer is always slow ever since ets was start to provide service. Is there any action taken toward to resolve this issue ?
Benefit of resolving:
1. Customer satisfaction increase.
2. Save customer time
3. Lesser anxiety to counter worker due to long queue
4. Prevent loss of chance to buy a ticket(eg: I am queue-ing to change my ets ticket but fail to change ticket due to 20 mins queue which leads to ticket sold out.)

Suggest solution:
1. Enhance the computer system/web.
2. Promote ktm aps more.

One more things.
I don't see any difference between platinum coach and gold coach. Why there is much different in price when there are not much different. It gives customer a perspective that this is one of the method for ktm to earn more. Which is not sincere to provide such service at all.
Honest speaking only if there are other better transport service I would go for other instead of ets (not komuter).

Please please please take some action. If not Malaysia will always remaining and not becoming more advance then slowly catch up by other country such as Thailand etc. Hence there will more and more immigration of talent Malaysian to other country. If this mindset of not resolving issue, Malaysia might became Africa in a few centuries. Thanks

In the kampung dato harun ktm station, PLEASE fix the touch n go machine when there is malfunction of the machine. It caused a lot of inconvenient to those who take ktm service! Because you have to walk along the way to opposite side to touch your card! Due to this happen I had miss the train, and I was rushing time to catch on my bus. It may affect me that to lose the bus!

I was purchased the ktm ticket from pulau sebang(8am) to tampin ( the order number T156149430400)just now. But i cannot review my ticket after successfully paying. The money inside the bank was deducted and the receipt are showing the transaction was successfully paying. I reliesed that the seat i bought has a boy bought it. (I sure that is not mine because I'm a girl). I hope u can take the action for giving me a new ticket or give me back my money.

saya ingin mengadu tentang pekerja wanita pencuci tandas warga indonesia di ktm taiping, sombong dan kurang ajar, ketika emak sy memasuki tandas, emak saya tidak dibenarkan mengunakan tandas kerana dihalang oleh pekerja itu yang sedang mencuci tandas tersebut, dan sebaliknya dia marah dan menyuruh emak sy mengunakan surau untuk kencing, sedangkan surau perempuan hanya ada tempat mengambil wuduk sahaja, saya berharap pekerja tandas warga indonesia tersebut dikenakan tindakan tatatertib.

Salam saya fara hari ni pkul 6 saya pergi toilet tapi toilet tutup. Jadi saya terus pergi ke kaunter dan orang tu ckp die akn call org yg pegang kunci toilet. 6.30, saya pergi lagi dan toilet masih tutup. Saya pergi balik ke kaunter dan tanya die ckp die tidak ada kunci toilet. 6.50 toilet baru bukak.. Saya pergi ke kaunter dan mintak nombor orang yg pgg knci toilet dan die ckp die tidak ada nombor tersebut.. Ble sye ckp sye nk complain dgn nada yg sgt biadap die ckp complainlah! Untuk pengetahuan, saya peniaga di ktm seremban jdi sgt ssh utk sye prgi tmpt lain utk cri toilet.. Isu nye disini, spatutnya toilet bukak pkul brpe? Knpe xltak nombor di toilet spaye sng sye nk kol? Knpe pkerja ktm sgt biadap? Sye mmg bkn tnye utk naik train tp die sbgai pkerja disitu xboleh ckp elok2 ke?

I am a daily ktm user. However, i was deeply unsatisfy with ktm service. Firstly is because of the train schedule. There only limited time of train go to KL and back from KL. I could understand that this is an upgrade service but since there is limited time to go and back, there are times that is no train with last minute announcement.

Besides that, according to the staff that ktm card have to be used for ktm service. I do have a ktm card but if i forgot to bring it, i have to purchase another card. There's no more token available to be purchase. This is so user unfriendly. Imagine one week i forgot to bring 3 time. Is it that means i have to purchase another 3 new card from ktm. This is the most ridiculous rules i ever encounters. We do not meet this issue in our train service provider.

Saya nina.. Pada 28 september 2018 jam.7.30 malam.. Saya topup di mesin kaunter segera sebab kaunter manusia tak boleh topup touch n go.. Dan mesin tersebut ambil duit tetapi tidak masuk kad.. Saya memberitahu customer services boy at kaunter dan saya juga tidak menerima resit.. Lelaki itu seakan2 tidak mengendarkan soalan saya dan bercakap kene keluar resit dan seakan cara bercakap.. Saya tidak memasukkan duit.. Ia membuat saya benggang... Kerana tidak membantu dan tidak melayan saya.. Saya ingin tuntut balik duit saya.. Tq

The staff at the ktm tbs counter is so rude. He shouted at me because the machine cannot operate so I went to the counter to buy the ticket. But instead of talking nicely, he just went berserk.

Then when he issued me the manual ticket, I was clueless. So I asked him where is the entrance and he shouted at me telling me information that is not clear. I was still clueless when I reach the entrance gate. Then again, he rudely shouted at me while pointing me from behind the counter, and sayinh something that are really rude. Here is the information of the rude staff

Shaiful anuar
300040
Pem. Trafik
Bandar tasek selatan
Keretapi tanah melayu berhad

I hope you can take appropriate action since this kind of attitude does not belong in customer service.

1. Rude customer service. We understand your headache & hecticness. We ask politely. So if you cant deal with it, please find a diff job.
2. TRAIN DELAY. First, 30mins late. Once it arrive station... im not sure how long its going to take. Currently still waiting to move away, and its been 20mins.

If upgrading/money is the issue, speak out and find ways. We'll support you if needed. But dont take things like this for granted.