KTMB addresses user-unfriendly online ticketing system issue

KUALA LUMPUR: Keretapi Tanah Melayu Berhad (KTMB) and the Land Public Transport Commission (SPAD) have convened a meeting to solve customer complaints about the services offered by the train company.
KTMB chairman Datuk Nawawi Ahmad said during the meeting, three major causes of concern had been identified.
He said the first cause of concern was about unsuccessful transactions being charged.
"The second is the delayed return of funds in unsuccessful transactions and the third, the user-unfriendly or the difficulty in gaining access to KTMB online ticketing system," he said in a statement here today.
Yesterday, Prime Minister Datuk Seri Najib Abdul Razak called upon KTMB to find immediate solutions to the various customer complaints about its services.
In his Facebook update, Najib said among the complaints and feedback given by the customers were about the Electric Train Service (ETS) and the online ticketing system.
Najib also ordered the SPAD to monitor the situation and to report to him (of any development) as soon as possible.
Nawawi said KTMB had set up a special unit to discuss the short and long-term action plans to ensure that the online ticketing system would be closely monitored.
He explained that the ticket transaction records showed a significant increase of 90% last year compared to 2015, which had prompted the company to take several initiatives to ensure that the system continued to function properly.
"Among the initiatives were by immediately having another special internet line for e-ticket, increasing the capacity of internet access from 14Mb to 30Mb starting last Monday, and upgrading the ticketing infrastructure and database system on Jan 10," he added. — Bernama