Train staff to handle problems

IT’S well and good to read from a newspaper that following a derailment somewhere in Johor, KTM passengers heading to the South last Friday were ferried by buses to their destinations and those passengers heading to the North were given a refund or had their travel time rescheduled.

In reality, this did not take place. I can’t say on behalf of those going to the South but I was one of the stranded passengers heading towards Seremban from Singapore.

KTM personal did not provide us with the necessary and accurate information, like what exactly had happened, what was to take place next, and the options that we could have in view of the situation.

Many passengers waited patiently, without much information, from 2pm to 7pm. Needless to say, many of us arrived at our destination after midnight.

You may wonder who these passengers were. Well, we were of course the old folks, the young children and the foreign tourists and even those with heavy luggage – those who have little means to make their own arrangements. We were the ones who depended on KTM to help us to reach our destination on time.

It is totally unacceptable for KTM to treat its passengers in such a manner after so many years in this transport business. It’s giving a bad impression to our foreign tourists.

Derailments happen everywhere, even in other countries. I am sure by now KTM is used to them. And it’s time KTM acted in a more professional way. Do train your staff to handle problems.

When a disaster or accident happens, KTM must know how to deal with it in the most practical way. The most basic thing is to provide people with the most accurate information. I think that is the least I expect.

FRUSTRATED AND ASHAMED, Seremban.