KTMB adopts a relatable social media tone to connect with younger audiences while maintaining formal channels for service feedback.
PETALING JAYA: Keretapi Tanah Melayu Berhad (KTMB) is evolving its social media strategy to foster more meaningful connections with the public, adopting a relatable tone that aligns with current digital trends.
Addressing recent discussions regarding its engagement style on platforms like Threads, KTMB highlighted that its new approach is designed to be approachable and accessible, particularly for younger audiences.
The rail operator noted that while some interactions have been singled out, they represent only a small fraction of a much broader, largely positive dialogue with commuters.
“The examples referenced in recent reports do not represent the full context of our engagement.
“The same discussion threads also include constructive exchanges and positive feedback from users, reflecting a more dynamic and authentic relationship with our passengers,” KTMB told theSun.
KTMB described that its presence on platforms like Threads is part of a deliberate effort to move away from rigid, corporate communication in favour of a more “human” and relatable persona.
This shift is intended to make the national public transport provider feel more integrated into the daily lives of Malaysians.
However, the company clarified that while social media allows for casual engagement, it maintains a robust infrastructure for formal feedback.
Passengers are encouraged to use KTMB’s dedicated customer service channels, including Facebook Messenger, the official website and their 24-hour call centre, for structured and timely resolution of service issues.
While embracing a modern voice, KTMB remains mindful of the gravity of its role. The operator acknowledged that service delays and passenger experiences must be handled with the utmost sensitivity.
“We are continuously refining our communication approach to ensure it reflects the trust placed in us as a key national transport operator,” the statement read.
KTMB reaffirmed its commitment to a dual-track improvement plan: enhancing both its physical rail services and its digital communication strategy.
By encouraging balanced reporting that reflects both critical and supportive public sentiments, the company aims to provide a fair and accurate picture of its ongoing efforts to serve the nation.
