KTMB draws criticism for casual and humorous replies to serious service delay complaints, with users urging a more professional approach.
KERETAPI Tanah Melayu Berhad (KTMB) recently came under scrutiny following its responses to customers’ concerns regarding service delays.
What was intended to be a light-hearted exchange on the social media platform Threads quickly turned into a wave of criticism after the public transport operator replied “Ala you ni” (“Oh, you”) to a comment criticising delays in train arrival times — an issue that has been widely discussed over the years.
The KTMB Threads account also posted similar replies to other critical comments, including responses such as “Morning, sir” and “Sorry, sis. I’m just learning”, which further sparked backlash, with netizens describing the tone as “unprofessional”.
One Threads user quoted the response and called on the railway company to adopt a more serious tone when addressing concerns about its services.
“If you’re a professional body, whether government or otherwise, you shouldn’t be replying like this on social media.
“People are raising concerns and complaining about your service, and you think being quirky like this is funny?” the post read.
Many netizens agreed, pointing out that there is a time and place for humour.
“If you’re a government body, there is no need to keep up with trends and respond unprofessionally,” one user said.
“I agree! They want to follow trends so badly, but they seem out of touch and are trying too hard to jump on the bandwagon,” another commented.
