Big time with Rapid KL
Thursday, September 21st, 2006 | 2:49 pm @ SK
Let’s go straight to the point.
I was at Masjid Jamek’s Putra LRT at about 1pm. There are 4 manual ticket selling counters, however only one is operating. The queue was so long until it reached the staircase, where some were seen lining up on the staircase itself.
On the other side, there are 2 long queues at the automatic ticket vendering counter, which means out of the 4 automatic counters, only 2 are working and the remaining are not functioning, apparently. 2 staff were seen attending to the travellers without syiling, serving as coins exchangers. (For your information, the machine only accept ONE notes, the remaining of the balance has to be settled using coins!)
Now, here comes what I’ve observed based on my past 2 years ad-hoc experience of using the LRT service. Previously, 4 manual ticket selling counters were fully operational during peak hours and the 4 automatic ticket vendering counters were left unattended by users most of the time. Why? As I mentioned earlier, the machine only accept ONE notes, the remaining of the balance has to be settled using coins!
Out of a sudden, probably the Rapid KL realized it’s time to encourage the usage of automatic vendering machines, 3 of the manual ticket selling counters were shut down. Staff who were previously based at counters were designated to serve as coins exchangers at automatic vendering counters. The outcome? Chaos.
I manage to have a quick chat with a ticket validation’s guard at the entrance and quicky asked for whereabouts of the station manager. Surprisingly, he seems to know what I was having in my mind and pointed me to the call center number (1800-388-288) on a banner, saying that they themselves have complained to the Rapid KL management over the continuous long queue however to be left ignored.
Feeling compelled to address the situation from a user point of view, I lodged a complaint, together with my name and phone number provided in case if they need me to relate my first hand experience. I requested the decision makers to catch a glimpse on what’s happening on the ground and attended to the customers’ grouses, if they’re sincere in their effort in improving the user experience and service rendered.
Also, in order to encourage the usage of automatic ticket vendering machines, the system must be replaced with flexible working machines which are able to suck more than ONE notes similar to those vendering machines in major shopping complexes, as notes contains higher value and it’s convenience to carry compared to coins.
The planning and design of the payment system is a huge let down at first place, however to introduce fire fighting solution (e.g. putting staff at vendering counters to serve as coins exchangers!) is absolutely NOT a long term measure which Rapid KL would like to practice. Face the brutal reality, replace them!
Hong Kong provides one of the best light rapid transit system in this world, however Singapore’s MRT and LRT services are up to the mark too. The rest, it’s all up to the Rapid KL’s management.
September 21st, 2006 at 3:02 pm
Yeah SK, you are right, the machine only accept FIRST piece of note. If RapidKL management set their maximum ticket price to RM1.00, then I wouldn’t complain on that. ;-p
September 21st, 2006 at 3:43 pm
I have talked about the problem and suggested a few solutions in my blog, namely encouraging people to use Touch ‘n Go and/or monthly passes.
I hope the people who can actually fix this problem are listening to us.
[SK] Talking about Touch ‘n Go, I notice that a few scanning machines are “out of service” most of the time, or in another words, the frequency of not working is quite frequent. As for the monthly passes, some of them aren’t daily travellers for any reason. (e.g. driving to work/outstation)
September 21st, 2006 at 4:27 pm
There are also daily passes.
Anyway, the long term solution that should be advocated is the migration to a ticketless system, ala TnG, like Singapore, London and Hongkong’s EZ-Link, Oyster and Octopus.
Except TnG has to buck up first.
September 21st, 2006 at 5:07 pm
This has been a mystery for me from day one. I guess halfway solutions are standard practice here, like our public toilets that don’t provide tissue paper.
September 22nd, 2006 at 1:01 am
The management of Rapid KL under Rein Westra is still new. They would look into big issue at stragegic level like coordination between diff transport system, bus procurement and stuff like that.
The no 1800-388-288 iniatally belongs to Putra LRT, now needs to cater for the bus & LRT transport system.
This petty stuff would be down the line of things need to settle. I dont see this can be resolved in the immediate future.
September 22nd, 2006 at 2:29 am
wow KL Commuter has a lot to say about the system in his (?) blog. let’s pray that Rein Westra’s reading it.
September 22nd, 2006 at 10:50 am
It probably doesn’t need Rein Westra himself to fix the machines. He can just assign him ‘petty’ staff to do these petty stuff.
September 22nd, 2006 at 1:30 pm
I fully agree with your observation that Hong Kong and Singapore have the best LRT and MRT operations systems. When I was in Hong Kong and used their LRT the first time, I just had to read the notices and the signs and I could travel anywhere without having to talk to anyone. There were even signboards telling the commuters where to change their notes for coins and all the machines were effectively operational.
*Sigh* I wish KL is like that. All the talk and no action. Whenever something expensive is built, it is never maintained. First class infrastructure, third class mentality.
The whole system sucks. It’s like an employer (the Malaysian government) hiring a driver (the LRT operator) to drive a limousine (the LRT) and the driver does not even bother to check the engine oil every now and then but is proud to be SEEN driving a limousine. So when do you think the limousine will break down? Anythime now, in fact. A driver who is used to be driving a Proton (I am not even using Kancil as a comparison because I think Perodua is better-run!) only should not be driving a Lexus unless he is ready for it.
September 22nd, 2006 at 2:34 pm
In msia, …. you can have 5, 10 or 20 counters. most of the time, only 2-3 will be operational.
Instead of educating our people to have first class mentality, we choose to condone stuff like mat rempit. will we ever progress? we all know the answer, just like when we read the news, we all know they are all bull shites.
December 18th, 2006 at 3:33 pm
That’s right. Another thing is about the frequency of Putra LRT’s break downs. Last Friday (15 Dec), there was LRT problem in Terminal Putra. When I reached the Wangsamaju station, the guard there stopped people from passing the ticket gates, saying that there’s some problem with the LRT. When I asked in detail about the problem faced, he reacted by saying he was not sure but the LRT would be back to normal operation within 5 minutes. But I’ve waited for 30 minutes there! There were no announcements telling the passengers about the real problems occured. And later I found out that the train was not broke down but moving in a very slow speed. In normal case, during rush hours, there will be a train for every 3 minutes. But that day, it was 10mins for every train to arrive. And what I am not satisfied with it that that should be at least an announcement to let passengers know about the problem faced and not just letting passengers to wait there without knowing anything! At least passengers may take other transports like buses, taxis to work places instead of waiting there!
As all of us are aware, Wangsamaju station is crowded every morning, but when the above stated problem occured, the guards just stood they in group, chating with each other instead of try to control the crowded queues! I understand that those guards may not be able to do anything to fix the LRT but at least, please show your responsibility by doing something to control the situation! *sigh* why is that the frequency of LRT break down so often in KL? Especially during rush hours?
Please.. show some respect to those who use LRT…we are using your service because we think it is realible…
November 27th, 2007 at 12:36 pm
I think writing a complaint to them is useless. It seems that it goes to the dear ear. Yesterday, I wrote an email complaining about various issues pertaining to their services such as the condition of the air conditioning, inconsistent arrival time causing so much inconvenience to the passengers, the rudeness of thier employee, train stop between two stations (not knowing for what reason?), problems with stored value ticket, etc. I also requested their top management to take the LRTs during peak hours for just one week to experience what we go through everyday. I gave them until last midnight to respond to my complaint but so far nothing from them, not even a reply to say that "WE ARE LOOKING INTO THE MATTER". By the way, does anybody have the CEO or the COO (rail) office email address. I want to deal direct with them.
February 5th, 2008 at 12:15 pm
Dear Sir/Madam,
I am been working in KL since Year 2000. I am solely depend on public transport. All this while I have been taking Selangor Bus to my journey/work.
Since I move to D’sara Damai and working In Jinjang, I realize Rapid Bus KL, are convenient and cheaper.
On the 2nd day of the the Rapid Bus on the 24 Jan 08 @ 0624 hours Bus no -WNF5802,Pemandu 005812, from D’sara I am the first customer to get down to and when I reach my destiny I start to press the bell and to my surprise there are no bell ringging or any sign stating ""STOP” . I tried few other bells, and by time he already speeding and when I went to inquire about the bell and why he is stoping the bus, his started to raise his voice and saying ”KENAPA U SATU ORANG SAJA BISING LAIN ORANG TAK CAKAP APAPUN.
I realize he was trying to cover his mistake for not on the bell and for speeding and whwreby he have to slow down whenever come nearer to the bus stop, he was rude .\
After this incident I was VERY UNCOMFORTABLE TO TAKE ANY OF THE RAPID BUS.
I just like to make a point here that , the RAPID BUS KL , LIKE TO SPEED whwnever there are chances, and due to this they unable to stop in time when reach the bus stop.
This particular driver was very rude, I can see his ”EGO" and indeed lack of CUSTOMER SERVICE’ manners.He is indeed the ”ROTTEN APPLE" among the good apples. Please take note of this RUDE , Highly Ego , driver and send them for a traning.
LAST NOT THE LEAST , I HOPE I AM NOT WASTING MY TIME WRITING THIS COMPLAIN ON THIS PARTICULAR DRIVER .
PLEAE DO THE NECESSARY
April 3rd, 2008 at 8:06 pm
Dear Sir/ Madam,
I’m staying in Sentul and working in Jalan Raja Abdullah (Kg. Baru). I normally will take LRT from Sentul Timur station and inter-change to monorail in Titiwangsa station. I will be using T&Go card to avoid the long queues early in the morning. As usual i used my T&Go card from Sentul Timur station but when i went to Titiwangsa station the T&Go machine can’t detect my card and the guard there asked me just go. So when i went to the monorail station, i can’t use my card. the officer there told if i want to clear it off, it would will cost RM3.50 and will be deducted from my card. I just said ok because i was rushing to work. So the next morning the same problem started again in Titiwangsa station and when i asked the counter they informed me i have to go to MAsjid Jamek station. What a hassle to me. And there are two T&Go machines but only one can use (SOMETIMES) and it just ended up having problem with my T&Go card. Now i am really fed up with this kind of system. PLEASE DO SOMETHING TO SOLVE THIS PROBLEM. WE ARE MOST OF TIME DEPENDING TO THE PUBLIC TRANSPORT. i hope the managemnet will do something with this problem.
Thank you.