KERETAPI Tanah Melayu Berhad (KTM) pledges to provide efficient and reliable transportation to its customers, understand customers’ needs and fulfil their expectations. Customer satisfaction is its priority.

But in reality, KTM does not practise what it preaches. It is interested in gaining extra profit at the expense of its passengers.

Can KTM please explain why tickets to Singapore from Kluang must be purchased only on the day of travel? Is it because the distance is short and generates less profit and so priority is given to those who travel from Kuala Lumpur or Seremban?

Such a policy causes much inconvenience for travellers. There have been several occasions when tickets were sold to long-distance passengers and many families were left stranded at Kluang railway station.

Why are sleeping-berth tickets not sold for the journey to Kuala Lipis from Kluang?

Tickets are available to Gua Musang at an additional cost, even if the passengers wish to disembark at Kuala Lipis.

KTM has a monopoly on rail travel. Surely, if customers’ needs are paramount, making handsome profits should not be the main criterion.

SYED OMAR MOHAMEDKluang

Source: NST – August 26, 2008