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KTM / Keretapi Tanah Melayu
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KTM / Keretapi Tanah Melayu
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www.ktmb.com.my
www.ktmb.com.my

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1.0 491 Reviews

KTM / Keretapi Tanah Melayu Complaints Summary

5 Resolved
486 Unresolved
Our verdict: If considering services from KTM / Keretapi Tanah Melayu with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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KTM / Keretapi Tanah Melayu reviews & complaints 491

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8:21 am EDT

KTM / Keretapi Tanah Melayu poor communication and services among ktm staff

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

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11:50 pm EDT
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KTM / Keretapi Tanah Melayu tren

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

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10:52 pm EDT

KTM / Keretapi Tanah Melayu pelanggaran etika perniagaan oleh staff kaunter ktmb terminal bersepadu selatan (tbs)

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.

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7:13 am EDT
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KTM / Keretapi Tanah Melayu booking ktm/ets ticket

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.

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Manjj
, MY
Feb 27, 2019 10:10 pm EST
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1. Sistem yang paling lembab
2. Customer service paling lembab call sampai 10minit masih tidak berjawab
3. E-tiket sistem yang paling teruk bayaran terima tetapi tiket dapat
4. Refund yang paling lembab

T
T
Tan Pey Che
, US
Dec 04, 2018 8:36 pm EST

same problem here, i bought 3 ticket total RM161. the payment already success but the ets there is fail to book, ktm say will refund, i already call 2 times for ktm and i already wait for 28 office day ! but until now still haven received any refund ~!

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Rahidah Mohd Noor
, US
Nov 07, 2018 12:19 am EST

Yes, the same incident happened to me when i purchased ETS ticket from KL Sentral to Sungai Petani for my daughter on 7 October 2018. Payment was successfully debited from my CIMB account by Ipay88 on behalf of KTM/ETS for ETS ticket on 12 October 2018

Upon checking online for the e ticket there was no reservation made for the said date and we had to purchase another new ticket. My daughter then called Customer Serivice to make a complain on the matter.
She was told that KTM will arrange for refund in 2 weeks time.

On 29 October she did her followup and was informed that Finance KTM has liaised with Ipay 88 for the refund and now it's with Ipay 88 to make the refund into my CIMB account.

1 November still no refund from Ipay 88
7 November my daughter did her followup with KTM Customer Serive and was informed that refund is now with Ipay88 and they are suppose to make the payment.
I suppose Ipay88 is KTM's outsource company for online payment and service is very very slow and totally unefficient.
As per KTM's Customer Service if refund is not attainable by 16 November 2018 we will need to liaise with Ipay88 for our refund?
It's not a matter of fush or whatsoever but if KTM is having an outsource company whose service is so bad and unreliable it will lead to KTM's bad rapport for all Malaysian and even worst if this thing happened to foreigner and it will tarnish Malaysia's reputation as well.

Last but not least I am so dissapointed with the answers given and followup by KTM's Customer Service for not handling this simple task tactfully.

O
O
ooo bddy
, US
May 26, 2019 1:57 pm EDT

saya pon macam ni...macam mana nak refund?

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10:29 pm EDT

KTM / Keretapi Tanah Melayu privacy ladies coach

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..

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5:42 pm EDT

KTM / Keretapi Tanah Melayu left ticket at home

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!

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8:31 pm EDT
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KTM / Keretapi Tanah Melayu refund rejected payment

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

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logaramah
, US
Oct 14, 2018 10:31 pm EDT
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Memang sudah jadi kebiasaan bagi KTM hal macam ini. Nasib baik call center jawab panggilan Tuan/Puan. Most of the time call center tak jawab. Mungkin kita kena rename it "Call-reject-Center". Memamng padan untuk KTM. Poor service providers. Useless system

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10:57 am EDT

KTM / Keretapi Tanah Melayu service

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.

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1:59 am EDT

KTM / Keretapi Tanah Melayu overcharge

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.

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8:55 pm EDT
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KTM / Keretapi Tanah Melayu mid valley staff assistance and tngo lane

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.

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10:23 pm EDT

KTM / Keretapi Tanah Melayu counter service/counter computer

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

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10:46 pm EDT

KTM / Keretapi Tanah Melayu touch n go machine

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!

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9:23 am EDT

KTM / Keretapi Tanah Melayu why I cannot review the ticket after paying the transaction

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.

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1:26 am EDT
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KTM / Keretapi Tanah Melayu aduan tentang perkhitmatan tandas

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.

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7:56 pm EDT
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KTM / Keretapi Tanah Melayu 1. customer services 2. toilet

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?

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6:21 pm EDT

KTM / Keretapi Tanah Melayu service

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.

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6:58 am EDT

KTM / Keretapi Tanah Melayu kad topup ktm

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

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9:46 am EDT

KTM / Keretapi Tanah Melayu counter service

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.

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9:33 pm EDT
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KTM / Keretapi Tanah Melayu 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.

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3:03 am EDT

KTM / Keretapi Tanah Melayu ticket worker

I want to make a friendly complaint about the service I have in Ktm jb sentral. 24.9.2018 2:45p.m. I arrived at ktm jb sentral I am late for my train so I go to a counter where no customer buying tickets and ask for help that I want buy a ticket to Paloh the ticket is around 2:55p.m. From a lady worker at the 3rd counter where is still closed and she ask me queued for the ticket. She said "Sir still got time you better queue now". So I queue for the ticket, but when until my turn to buy the ticket in the 1st counter. Another lady worker tell me that is time up the train run already around 2:55p.m. . At the time I want to buy the ticket I never tell the lady where I want to go I only tell I want a ticket the train run now. As long as I never tell her where I want to go she is the one should ask me where am I going right? Instead of letting me to miss my train. To improve your company service please take some action on this and don't let other customers feel the same. Thank you and wish you have a better service. The photo is from the internet I just want to let you know where the place at.

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KTM / Keretapi Tanah Melayu In-depth Review

Overview: KTM, also known as Keretapi Tanah Melayu, is a renowned train operator in Malaysia. With a rich history and background, KTM has been providing reliable and efficient train services for many years. The company offers a wide range of key services and offerings, catering to the diverse needs of passengers.

Ticketing and Booking: KTM ensures a hassle-free online ticket booking process, allowing passengers to easily secure their seats. The availability of different ticket types, including economy, business, and first class, provides options for passengers with varying preferences and budgets. Ticket pricing is reasonable and affordable, making train travel an accessible option for many. Additionally, KTM offers flexibility in changing or canceling tickets, ensuring convenience for passengers. The ticketing system and customer support are efficient, ensuring a smooth experience for travelers.

Train Services: KTM covers a wide range of train routes and destinations, connecting various cities and towns in Malaysia. The frequency and punctuality of train services are commendable, ensuring that passengers can rely on KTM for timely transportation. The train compartments are comfortable and clean, providing a pleasant journey for travelers. Amenities such as Wi-Fi, charging ports, and food services are available onboard, enhancing the overall experience. KTM also prioritizes accessibility for passengers with disabilities, ensuring that everyone can travel comfortably.

Customer Service: KTM's customer support is highly responsive and helpful, addressing passengers' queries and concerns promptly. The information provided by customer service representatives is clear and accurate, ensuring that passengers have the necessary details for their journey. KTM also offers assistance to passengers with special needs or concerns, ensuring a comfortable and inclusive experience for all. The complaint resolution process is effective, demonstrating KTM's commitment to customer satisfaction.

Safety and Security: KTM prioritizes passenger safety by implementing various measures. The company complies with safety regulations and standards, ensuring a secure journey for passengers. Security measures are also in place at stations and onboard trains, providing peace of mind to travelers. KTM has robust emergency preparedness and response capabilities, ensuring the safety of passengers in unforeseen circumstances.

Infrastructure and Facilities: KTM's train stations are well-maintained and clean, providing a pleasant environment for passengers. Parking facilities are available, catering to passengers who prefer to drive to the stations. The company ensures accessibility for passengers with disabilities, with facilities and assistance in place. Signage and information boards are strategically placed for easy navigation. Amenities such as waiting areas, restrooms, and food outlets are provided at stations, enhancing the overall experience for passengers.

Overall Experience: Personal experiences with KTM have been positive, with reliable and efficient services. In comparison to other train operators, KTM stands out in terms of service quality and value for money. The ticket prices are reasonable, considering the level of comfort and amenities provided. While there is room for improvement, such as expanding the range of amenities onboard, KTM's overall performance is commendable.

User Reviews: User reviews from various sources indicate high levels of satisfaction with KTM. Common feedback highlights the punctuality of train services, helpfulness of customer support, and cleanliness of train compartments. Some passengers have also praised KTM's efforts in ensuring accessibility for passengers with disabilities. However, there are occasional mentions of limited food options onboard and crowded stations during peak hours.

Conclusion: KTM is a reliable and efficient train operator in Malaysia, offering a wide range of services and amenities. The company prioritizes passenger safety and provides excellent customer service. With reasonable ticket prices and comfortable train compartments, KTM offers value for money. While there are areas for improvement, such as expanding onboard amenities, KTM's overall performance is commendable. Potential customers can confidently choose KTM for their train travel needs.

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