LETTER | Keretapi Tanah Melayu Berhad (KTMB) wishes to provide clarification on several matters raised for public understanding.

This is in response to this letter.

1. Digital ticketing failures

KTMB wishes to clarify that concession fares for senior citizens, persons with disabilities, and eligible passengers are available through the KTMB Integrated Ticketing System (Kits) application upon successful passenger verification and validation during the ticket purchase process.

The “I am travelling” selection is an important verification feature within the system to confirm that the registered concession account holder is personally travelling.

This process is necessary to validate concession eligibility and to prevent misuse or unauthorised use of concession privileges by third parties.

As part of KTMB’s fare governance and compliance measures, any misuse of concession privileges detected during verification or travel inspection may result in enforcement action, including penalties in accordance with KTMB’s applicable terms and conditions.

This verification process helps to ensure concession benefits are utilised fairly and in accordance with eligibility requirements.

Nevertheless, KTMB acknowledges the feedback regarding user experience and clarity of the interface. KTMB continuously reviews and improves the Kits application from time to time, including enhancing customer guidance, interface clarity and user journey to provide a smoother and more user-friendly booking experience for all passengers, particularly senior citizens and concession users.

2. Customer service attitude

KTMB wishes to clarify that, based on the interaction records reviewed, the customer service personnel had explained to the complainant during a call lasting more than 40 minutes regarding the ticket purchase process and the reason the concession fare was not reflected, which was due to the “I am travelling” verification option not being selected.

Further checks also indicate that the complainant was not a first-time online purchaser and had previously completed at least eight online ticket purchases using the senior citizen concession fare successfully.

The explanation provided by the customer service staff was intended to clarify the system requirement for concession validation, in line with the applicable concession fare requirements and terms. At the same time, KTMB understands that clearer guidance and communication are important, particularly for senior citizen passengers.

We remain committed to enhancing customer service delivery to ensure clearer assistance and a better travel experience for passengers.

3. Broken communication channels

KTMB has progressively migrated and consolidated several customer engagement channels, including hotline services and digital support platforms. For public information, KTMB implemented a new customer service hotline number, 03-9779 1200, effective from April 1, 2024, as part of efforts to improve service efficiency and customer support management.

KTMB believes the outdated number referenced may have originated from outdated online sources, as the current and active customer service contact information has been updated through KTMB’s website.

KTMB continuously updates its official communication platforms to ensure passengers receive the latest information and customer support contacts.

4. Operational inefficiencies

For clarification, Klang Valley Double Track 2 Project works are not conducted exclusively during daytime hours. Major rail infrastructure upgrading and track enhancement works are continuously carried out during overnight engineering windows wherever possible to minimise disruption to daily commuters.

However, certain supporting activities and controlled daytime works are still required to ensure overall project progress remains on schedule and to help accelerate project completion timelines. These activities are carefully coordinated to minimise impact on train operations, particularly during peak commuting hours.

While these upgrading works may result in temporary operational adjustments and challenges, they are essential investments towards building a more modern, resilient and efficient rail system for the future.

KTMB continuously reviews operational arrangements to minimise disruption to passengers while ensuring project work can progress safely and efficiently.

The views expressed here are those of the author/contributor and do not necessarily represent the views of Malaysiakini.