By Dr Rahim Said
Imagine relying on a service to get you home safely, only to be left stranded in the dark without any information or assistance.
For many Malaysians, driving to their hometowns is not an option, making the railway system a critical lifeline.
However, recent events have shown that the management of the Intercity ETS service is far from reliable.
Take the recent ordeal of a netizen, Dillys, as a glaring example of that failure. During her journey from KL Sentral to Ipoh, her train broke down just after midnight near the Batu Gajah station.
The electricity went off, leaving the train pitch black, and not a single staff member came to inform the passengers of what was happening.
For 40 minutes, passengers, including elderly individuals, pregnant mothers, and small children, were left to their own devices, increasingly restless and anxious.
When the train employees finally appeared, their guidance was limited to instructing passengers to walk to the back of the train. The passengers had to help each other, using their phone flashlights to light the way for the elderly.
They had to walk 500 meters to the Batu Gajah station in the dark, only to find that even after reaching the station, there was still no staff member to explain the situation or provide assistance.
Eventually, a train from Ipoh came to fetch everyone, but once again, there was no announcement or explanation from the train operator.
KTMB later issued a statement claiming that all arrangements were made according to SOPs to ensure the safety of passengers.
However, this rings hollow in the face of passengers’ experiences. The lack of immediate assistance, clear communication, and support for vulnerable passengers highlights a severe gap between the stated procedures and the actual execution on the ground.
This incident raises serious questions about the quality of customer service and the train operator’s ability to handle emergencies.
When trains are an essential service for many, especially those who cannot drive, it’s imperative that the management ensures reliable and transparent communication during disruptions.
Passengers deserve to be treated with respect and given timely information and support, particularly in distressing situations.
The passengers, particularly Dillys and her sister, who took it upon themselves to assist others, displayed commendable solidarity. Their actions highlight the gap left by the train operator’s inadequate response.
It’s a stark reminder that while the resilience and kindness of fellow passengers can make a difference, the responsibility for passenger safety and communication ultimately lies with KTMB.
These shortcomings must be addressed urgently. Ensuring that staff are adequately trained to manage emergencies, keeping passengers informed, and providing necessary assistance should be non-negotiable standards.
Passengers have the right to expect more from KTMB. A reliable and responsive railway service is not just about reaching destinations on time; it’s about ensuring safety, comfort, and peace of mind throughout the journey.
Dr. Rahim Said is a human behaviourist and regular contributor on digital media platforms. He is a professional management consultant, a corporate trainer and an executive coach specialising in coaching of senior executives and individual entrepreneurs with the purpose of modifying their behaviour in the pursuit of their cherished missions. (The views expressed by our columnist are entirely his own)
WE