Keretapi Tanah Melayu Berhad (KTMB) has released a set of new schedules for ETS, effective October 1st 2013. The move is necessary in order to ensure KTMB can provide better service to the customers. The frequency of ETS trains are changed to fit the user’s needs better. you can read more froma news article by Bernama here.
With the completion of electrified double track railways, we do hope that the government will assist KTMB further in rolling stock procurement because we don’t see the point of having state-of-the-art railway system without making use to its full potential.
About ETS: KTM ETS (Electric Train Service) is a relatively new train service from KTMB. The first commercial run was done on August 12th 2010, after several times of postponement. For the time being, ETS plies the route between Ipoh and Seremban.
Recently, I came across an article in The Star complaining about food service quality onboard ETS train. According to the author, one of the crew members responded rudely when he was asked about the food. Apart from rudeness, complaints can also be seen about unavailability of staff to take care of the orders placed at Food and Beverage counter in ETS’ Food & Beverage coach.
As a service provider with dedicated coach for food and beverage service, KTM Berhad should look into this problem seriously. While there are currently many KTMB staff who can behave appropriately and responded timely with customers’ complaints, there are also some of the ‘rotten eggs’ who smear the overall image of KTM Berhad.
The article mentioned above is about six months old (as of June 2013) but we are hoping that KTM Berhad has conducted a thorough investigation about this problem and rectified it in whichever way necessary. This is important to ensure customer satisfaction is taken up to a higher level.
ETS service is a prime choice of commuters traveling between Ipoh and Kuala Lumpur. If the service quality (in terms of staff and on-time performance) can be improved, quite a number of people would not mind paying extra compared to public bus as long as they can have a comfortable ride between Ipoh and Kuala Lumpur.
We are hoping that KTM Berhad will continue to look into ways to improve ETS service because it has clear advantage over bus service, which is the ability to circumvent through traffic jams (they use railroads!)