PETALING JAYA: To repair its battered image of late trains, KTM Komuter will give its passengers a full refund for trips that are delayed by more than 30 minutes.
“We had revised the policy since last year although not many people are aware of this,” said KTM Komuter acting general manager Mohd Hider Yusoff.
Previously, the rail company gave refunds only when trains were delayed by more than two hours.
“We are committed to providing good service to our customers. If we can't get the trains to be on time, we are giving the option for a refund,” he said.
While this is a better deal than offered by some airlines, travellers are not impressed, saying “it is not about the money”.
Most airlines have rules for cancelled and delayed flights caused by the company but often ask passengers to make appeals for compensation.
Depending on the flight distance and length of delay, some airlines provide passengers with free meals, drinks and compensation up to a stipulated amount, among others.
Nevertheless, like the plane passengers, train commuters here said while refunds were acceptable, they just wanted to get to their destinations on time.
HR executive Izzaty Halim, 23, said: “When they have train problems, perhaps, as an alternative, the company can provide shuttle buses or other alternative means of transportation.”
Private sector worker Fatin Aqila Abdul Mutalib, 23, said:“They should give more attention to upgrading services. The refund is an easy way out.”
Universiti Teknologi Mara Nur Haniz Nor, 21, said: “It would be better for the trains to be on time. Even if I ask for a refund, I would have been late.”
HELP University student Kavithah Rakwan said: “As an impatient person, I would take the refund and take a cab rather than wait for the train.”
Engineering student Aidilf Nordin, 23, said: “There are insufficient coaches, especially during rush hours. The refunds will not make much difference because I would have still lost at least 30 minutes.”
A frequent commuter, who declined to be named, said: “Last month, I had to wait for an hour. In the end, I took a cab. I would not bother to ask for a refund if that would require me queuing up and result in a further waste of time.”
Another regular said he had experienced frequent delays over the past two months. “Announcements are made over the PA system but most of the time the message cannot be clearly heard.”
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