It seemed back in September that Rapid KL had gained significant momentum and improved on the bus system in the Klang Valley. However, recent events and recent letters to the editor have again brought about a more negative impression. It is unfortunate that the efforts made by most Rapid KL employees can be wasted by the discourteous action of a few frontline staff, especially among the bus drivers and supervisors.

Unfortunately, it takes action on both sides to resolve problems like poor customer service. Customers need to make complaints. They need to be given the proper information to make complaints, and they need to have to have the confidence that Rapid KL will act on their complaints. Similarly, Rapid KL needs the support from customers to make complaints, rather than just tolerating bad actions by Rapid KL employees.

Rapid KL should make it easier for customers to send complaints. This can be done by setting up a direct a Rapid KL complaints line, rather than just using the existing 'No. Aduan LPKP' (the complaints line of the Commercial Vehicles Licencing Board). This direct complaints line should include phone, email, and especially SMS contact details. This information, along with the licence plate number of the bus should be posted inside the bus, in a prominent and visible place.

Rapid KL has done a lot of work to inform customers about bus routes. The website, phone numbers, and posted route information do make a difference. It is also a lot more than what other companies are offering. During the BMW (Bas Mini Wilayah) days, route information was available in a booklet and widely sold throughout the city. I would like to see Rapid KL and the other bus companies work together and commission an updated version of this booklet, and make it available throughout the Klang Valley.

Finally, Rapid KL should post the general bus schedules for the different types of buses at each and every bus stop, not just on the buses. This way, customers will know how long they should reasonably expect to wait for their Rapid KL bus. The complaints contacts can also be posted at the bus stops so that if customers feel that their wait is unreasonably long, they can complain to Rapid KL, and Rapid KL can use this information to improve their service quality.

Through these actions, Rapid KL can bring back the support of their customers.