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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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Newest KTM / Keretapi Tanah Melayu reviews & complaints

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6:30 am EST

KTM / Keretapi Tanah Melayu ets

Cleanliness in the train for ETS needs to be enhanced. Refer to photo 1 & 2, I believe the dust needs at least a week to accumulate as shown in the photo. The dust problems also apply to other corners as well. The train is used by many people, it is extremely important to make sure the train is clean all the time. Passengers will not feel comfortable seeing the dust is everywhere in the train. Please improve. Thanks.

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5:05 am EST

KTM / Keretapi Tanah Melayu service

1) tiada informasi dalam sistem online menyatakan sistem online ktm bermasalah
2) Tiket tak dapat diperolehi selepas pembayaran online kerana sistem telah bermasalah sejak semalam (rujuk no 1)
3) pergi kaunter ktm ipoh pukul 6pm kaunter 4, staf suruh call centre sendiri dan buat aduan kerana ramai yang buat aduan. jika semua call, entah sampai bila akan berjawab dan akan merumitkan staf di hq. sepatutnya pihak ktm di cawangan masing-masing ambil maklum dan selesaikan masalah pengguna.

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5:37 pm EST

KTM / Keretapi Tanah Melayu tng reload service offline!

Before the earlier, TNG reload systems are available at every station .It is very convenient to evetybody even rapid kl. But now suddenly have cancelled this system. Ktmb have no tokens buying and TNG top up anymore! There are no reason why ktmb need to work with this and I didn't have any idea to buy a ktmb card with RM5. TNG have been used by majority in Malaysia but just don't know why they have stop this reload services

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8:01 pm EST
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KTM / Keretapi Tanah Melayu pegawai penjaga pintu masuk ets 10.38am,20/11/2018 di stesen sungai buloh - bersikap kasar

Saya menghantar dan menemani bapa (60 tahun), ibu (57 tahun), ibu saudari (50 tahun) dan anak kakak (2 tahun) di stesen KTM Sungai Buloh. Mereka akan menaiki ETS 10.38 pagi dari Stesen Sungai Buloh ke Taiping.
Kami tiba di stesen 10.00 pagi, saya perlu menjaga dan menemani anak kecil itu sementara menunggu ETS.
Kali ini adalah kali pertama kami menaiki ETS di stesen Sungai Buloh dan bila saya menemani mereka masuk pintu masuk, pegawai penjaga pintu dengan nada dan suara yang amat tidak bersopan santun memarahi saya bahawa saya bukan pelanggan dan tidak dibenarkan masuk.
Saya pun memohon maaf dan menyatakan bahawa sebab ada anak kecil perlu ada orang jaga sedangkan pelanggan 3 orang lagi adalah warga tuan. Walaupun saya sudah mohon maaf, Pegawai tersebut masih menunjukkan ketidakpuasannya kepada saya.
Namun, saya menelitinya caranya bercakap dengan pelanggan berbangsa Melayu sememangnya bersopan santun.
Kalau disebabkan saya berbangsa cina, saya menerima perkhidmatan sebegini, saya amat sedih hati, kerana kita anak Malaysia.
Sekian terima kasih.

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7:46 am EST

KTM / Keretapi Tanah Melayu ets staff attitude

20 Nov 2018 departure from KL Sentral with ETS 9204 at 18:00. Few senior citizens (except for 1 young lady) put their bags at F&B push cart trolley area. When F&B male staff (the other staff is a lady just quite) arrived with the cart, he rudely asked the passengers to removed their bags. One aunty asked if she can put the bag behind her seat (beside the cart area), the staff sacartiy said "u baca situ ada tulis untuk F&B trolley, beg you letak atas sana" and continue to say "kena buka mata besar sikit baca". He doesn't even help the senior citizens to lift their heavy bags to the top storage. Throughout the journey, he continuously sing (off tune of course) loudly and occasionally chat nonsense loudly with the lady staff. There's no professionalsm and good manners showed by the male staff

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8:59 pm EST

KTM / Keretapi Tanah Melayu pegawai penjaga pintu masuk ets 10.38am,20/11/2018

Saya menghantar dan menemani bapa(60 tahun), ibu (57 tahun), ibu saudari (50 tahun) dan anak kakak (2 tahun) di stesen KTM Sungai Buloh. Mereka akan menaiki ETS 10.38 pagi dari Stesen Sungai Buloh ke Taiping.
Kami tiba di stesen 10.00 pagi, saya perlu menjaga dan menemani anak kecil itu sementara menunggu ETS.
Kali ini adalah kali pertama kami menaiki ETS di stesen Sungai Buloh dan bila saya menemani mereka masuk pintu masuk, pegawai penjaga pintu dengan nada dan suara yang amat tidak bersopan santun memarahi saya bahawa saya bukan pelanggan dan tidak dibenarkan masuk.
Saya pun memohon maaf dan menyatakan bahawa sebab ada anak kecil perlu ada orang jaga sedangkan pelanggan 3 orang lagi adalah warga tuan. Walaupun saya sudah mohon maaf, Pegawai tersebut masih menunjukkan ketidakpuasannya kepada saya.
Namun, saya menelitinya caranya bercakap dengan pelanggan berbangsa Melayu sememangnya bersopan santun.
Kalau disebabkan saya berbangsa cina, saya menerima perkhidmatan sebegini, saya amat sedih hati, kerana kita anak Malaysia.
Sekian terima kasih.

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8:35 pm EST

KTM / Keretapi Tanah Melayu reloading ktm student card

Today I topped up RM 10 for my KTM student card in KL Sentral station. Then, I tried to use but it said the concession is already expired and none of the staff informed before paying the RM 10. This irresponsible behavior made me upset. Now I can't get it back and I can't renew my card online because my Visa is about to expire.
Card serial number: [protected]

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5:48 pm EST

KTM / Keretapi Tanah Melayu services

I am disappointed on how the way the ticket counter staff respond to travelers query. Today I wanted to go to terminal skypark and had ask the ticket counter on the right in line with McDonald's on how to take a ticket. She with a hostile face showed me the opposite counter. Soo rude, no courtesy to direct me to a friendly way. She respond 'pergi depan sana'.

So I went to the opposite counter also the same thing, just said 'pukul 9' and just hand over the token. How do you trained your staff to be a good customer services? I am working in the services sector and I have come across people like this but this is worse. Really make a bad day for me. I will not ride on this public transportation again.

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8:51 am EST
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KTM / Keretapi Tanah Melayu touch & go

18.11.2018 jam 2042 malam, saya tiba di Stesen Komuter Kg Dato' Harun, arah ke Pelabuhan Klang. Laluan 'touch n go' tidak berfungsi. Ini bukan kali pertama ia berlaku kepada saya. Keadaan ini menyulitkan pelanggan yang tepaksa pergi ke laluan keluar bertentangan semata-mata untuk 'touch' kad. Lebih malang, adakalanya touch n go laluan bertentangan juga rosak, dan duit di dalam kad 'touch n go' akan ditolak sebanyak RM10 kerana tidak membuat transaksi keluar. Ia pernah berlaku kepada saya juga. Jika ini telah kerap berlaku, pihak komuter sepatutnya mengambil langkah yang lebih proaktif supaya masalah ini tidak berlaku. Pihak KTM bukan sahaja perlu menambahbaik perkhidmatan tren, tetapi juga keseluruhannya termasuk laluan 'touch n go'.

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7:19 am EST
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KTM / Keretapi Tanah Melayu petugas kaunter

Petugas kaunter ktm tbs shift pagi (17 nov 2019) tadi ada 3 orang (lelaki). Namun yang ditengah terlihat rancak berbual bersama rakan sekerja disebelah. Sudahlah tidak mesra pelanggan. Apabila ingin menambah nilai tidak dilayan malah disuruh 'topup' di 7e. Kenapa pelanggan bersebelahan kaunter boleh pulak?pelik. Apabila menanyakan arah tuju laluan pn jawab nak taknak sahaja. Woi aku nak topup dan tanya arah jelah. bukannya nk mengorat kau hanat!

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10:47 pm EST

KTM / Keretapi Tanah Melayu delay train

To person incharge,

I am writting this complaint of the train delayed on 7 Nov from Padang Besar to Sentral Kuala Lumpur. This was my first time trying to go with KTM Trains to Padang Besar with my familys.In train were been announced few times on our journey that there is a signal problem and never been told that the train will be delayed at Rawang station for a long time. We were stuck at the Rawang station for more than 4 hours and we were not given any Transportation or shuttle to go back just because of a tree fall down. KTM should know this type of cases happen as it was earlier on at 4.30pm on that day and KTM should arrange a shuttle for the passangers and not to delay or waist our time n money. My sister did send email to your KTM website to refund and claim back the tickets that we have bought but until now there is no any answers or reply from yourside.

Is this the way KTM communicate with guests or its just not important for KTM to deal with all this as this always happens from ur side.I just want the refund back for all my tickets ASAP as it is to dissapointing for all of us and it has been quiet awhile now.

Really dissapointing memory as we were all with kids and exhauted and waisted all of our time and money!

Please do reply ASAP and refund back our tickets as we will not use KTM trains as our future transport.

Thank you.

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8:11 pm EST
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KTM / Keretapi Tanah Melayu tanjung malim ktm route

Im going through hard time in reaching my office on time since no morning train to tanjung malim. I have to commute both ktm and mrt n grab service to reach my working place. It's not only cost me more money but I unable to reach my office on time eventhough I try my level best to use other public transportations . I know that this major project is taking part but why don't put three or more route in morning since its working and pick hours rather than completely abolished for morning route to tanjing malim. please reconsider public plea on this matter because our hard earn money wasted in public transportation.

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3:04 am EST

KTM / Keretapi Tanah Melayu service

Refund from ktm is really terrible. I bought the ticket online, but did not receive e-ticket. I called the call center for 1hr and no one answer. Thus, I sent an email to them and also went to the nearest ktm counter. My feedback from the ktm counter is please try to call or email the call center, they will answer you, just keep trying. I feel like, WTH? However, without others option, I called again, and after several try finally got answered and gave them the reference number, and was inform need to wait for 14 days for refund. I get the reply email the day after, and provide request information on the next day. After 15 days, still no refund and again, I called the call center. And what there told me is, they need more information to trace the detail, all they can do is ask the finance to trace the progress, and this take 4 to 5 days! I have to wait again! What have you done in these 14days?! Give me my money back!

Btw, recommend buy online through easybook. I got a fast reply from them through email as I was wrongly thought I bought through their platform. Highly recommend.

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11:46 pm EST

KTM / Keretapi Tanah Melayu touch n go

Salam sejahtera,
Pada tengahari 11.11.2018 sy ingin menggunakan perkhidmatan KTM komuter dari Stesen Klang ke Stesen Subang Jaya.Malangnya sistem TnG OFFLINE jadi sy terpaksa membeli Komuter Link dgn harga RM 5.00 tidak termasuk harga tambang. Lazimnya sy menggunakan MyKad sebagai TnG. Situasi ini membuatkan saya terfikir knp perlu bayar kad berharga RM5.00 utk sekali guna sedangkan kerajaan telahpon mengaplikasikan secara meluas penggunaan sistem TnG. Saya berharap KTMB sentiasa memantau sistem tersebut agak tiada ganguan pada masa-masa akan datang. Negara maju kedepan janganlah KTMB masih lagi ketingalan zaman. Isu TnG OFFLINE saya rasa tidak boleh diguna pakai lagi sedangan penggunaan internet di Malaysia agak memuaskan. Please don't make an excuse make an effort. Sekian Terima kasih.

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YZ Loke
, MY
Nov 21, 2018 5:30 pm EST

TnG reload service offline!

Before the earlier, TNG reload systems are available at every station .It is very convenient to evetybody even rapid kl. But now suddenly have cancelled this system. Ktmb have no tokens buying and TNG top up anymore! There are no reason why ktmb need to work with this and I didn't have any idea to buy a ktmb card with RM5. TNG have been used by majority in Malaysia but just don't know why they have stop this reload service

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7:59 am EST

KTM / Keretapi Tanah Melayu ktm

Hi can I know or ask who's in charge of planning and executing the plans for the Commuter services. If you people don't know to plan and following it please go back to school and try follow your class time table at least then, you Will know how to create a time table and follow it. Even the basic seems to be harder how are you KTMB provide better services. Travelling since 98 by Commuter service never even once you have sent your train ON TIME. Always late at least by few minutes. Learn first to fulfill providing your train services on time then upgrade to whatever you want. Very shameful calling yourself National Train Services for decades and providing rotten service

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4:01 am EST

KTM / Keretapi Tanah Melayu about your customer service and security

Particularly in Sentral
Platform 3 Going to Pelabuhan Klang
I was on of my the 10 people that was mislead by the screen that says it is going to Pel. Klang but that train is actually going to Batu Caves.

This could have been avoided if there are officers on the station itself and train conductors who announces where the train is headed!

I'm so pissed with the service, when arriving at KTM KL again no one is there assisting lost passengers.. we wererunning arround like crazy chickens in the station just to catch the train. Ofcourse, we missed the train because no visible signs to know the way to which platfoms going to where.

What you need to to?
Hire responsible people who will do their jobs. Need to have customer service and security training drills in case your train breaks down or in changing platforms. To avoid passangers getting lost you must update your signs, make destinations more visible. Please make necessary changed to make you service better.

Right now you really suck big time!

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3:28 am EDT

KTM / Keretapi Tanah Melayu Tiada makluman jelas ketiadaan tren komuter dari KL Sentra ke Tg Malim

Salam hormat, hari ini 3/11/2018 lebih kurang jam 2 ptg saya turun ke platfom 4 KL Sentral KTM utk menunggu ketibaan komuter. Destnasi saya adalah ke Tg Malim.
Malangnya setelah lebih 1 jam menunggu tiada tren komuter muncul. Saya dan ramai lagi penumpang lain hairan kenapa semua komuter yg tiba hanya menuju ke Gombak /Batu Cave sahaja.
Oleh itu saya naik semula bertemu dgn petugas yg menjaga gate dan memaklumkan tiada tren terus ke Tg Malim kecuali selepas jam 5:45 ptg.

Isu yg memerlukan tindakan KTMB, APAD dan Kemeterian Pengangkutan dan Touch & Go adalah:

TNGo-
(1) Sila refund RM10 wang penalti yg dipotong dari kad saya kerana "melebihi masa". Ia bukan salah saya.
(2) Kenapa tak sediakan sistem dimana CSC KTMB di KL Sentral boleh buat "immediate refund" bagi kes kes benar spt ini.
(3) Kenapa tak bekalkan Borang Aduan (BA) utk memudahkan pelanggan.

KTMB: Pengarah Urusan/CEO mesti turun padang dan melihat sendiri perkhidmatan pekerja anda:
(1) Tiada banner atau pemakluman yang lebih jelas tentang ketiada tren komuter dari KL Sentral ke Tg Malim. Hanya satu keping poster saiz A3 sahaja ? Tak ada akal! Kenapa tak buat pengumuman secara berkala melalui PA Sistem sediada dan memaklumkan "tiada tren komuter ke Tg Malim dan pengguna diminta menaikki MRT ke stesen Sg Buloh dan meneruskan perjalanan ke Tg Malim". Apa la bodoh sangat bahagian operasi KTMB hanya letak satu poster kecil dan mengharapkan orqng ramai akan baca?
(2) Semua pengguna KTMB dipaksa guna kad TNgo atau kad KTM tetapi hanya satu kaunter sahaja dibuka dan pelanggan berbaris panjang. Pelancong asing juga nampak mengeluh. Memalukan negara kerana sebuah stesen utama negara tapi servis hampeh! CEO boleh letak jawatan.
(3) Mutu CSC operator di pusat panggilan juga perlu ditingkatkan. Saya buat panggilan untuk mengadu hal ini tetapi selepas beberapa soalan operator letak telefon. Saya hanya minta penjelasan dan tindakan utk masalah saya ini dan minta pegawai yang paling tinggi menjawab hukan operator. Alasan diberi hari Sabtu dan Ahad tiada Person In Charge. Bodoh punya alasan. Pihak pengurusan KTMB sila dengar semula rakaman perbualan saya dengan operator awak.
(4) Pekerja dikaunter CSC KTMB Sg Buloh juga tidak membantu. Saya minta borang aduan tetapi beliau minta saya ke hub TNGo untuk buat aduan. Bodoh!

(3) APAD dan Kementerian Pengangkutan:
Memalukan kerana Menteri dan CEO APAD tak turun padang tetapi tak habis habis main politik sahaja. Buat la kerja dan pergi audit servis KTMB. Gaji dan elaun besar tapi malas!

Saya mahu CEO atau pegawai atasan kanan KTMB call saya semula utk mendapat memberi penjelasan.

Terima kasih

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7:44 pm EDT

KTM / Keretapi Tanah Melayu time schedule

The train is not following the schedule. If they arrive early they will leave early. This is so inappropriate as people are scheduling their time according to ktm schedule.

Eg : if the train was schedule at 8.19am but leave the station at 8.17am. There is no punctuality at all. Need to improve your services more.

Kindly ask for the immediate action regarding this problem. Thank you.

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5:17 am EDT
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KTM / Keretapi Tanah Melayu komuter

Hey ktmb, you seem to delay the komuter trains like nobody's business. You are causing massive inconvenience to your customer. Apologizing everyday for your delays is not a way to show your sincerity. Change is. So change for the better and not for the worse. You set a timetable, adhere to it. Otherwise, change the time and make sure you notify your customers bout the new komuter timetable. A note to ETS, try to communicate with KTM komuter bout your timetable. Don't just use the track like no one else is using.

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Cristho
, MY
Nov 08, 2018 7:47 am EST

Totally agreed they don't seems to understand meaning of time table or its purpose. Please shut down your operation and hand over to Metro Bus who maybe can do better business and have interest in compliance to services

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4:07 am EDT

KTM / Keretapi Tanah Melayu ticket sales counter / staff attitude and ticketing machine

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!

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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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