KTM diutamakan: ktm’s cost cutting at the expense of passengers

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If KTM thinks that this is just a complaint of an isolated single passenger, which would only show that it is close to feedback for its own positive progress. If KTM were to claim that there are no …

If KTM thinks that this is just a complaint of an isolated single passenger, which would only show that it is close to feedback for its own positive progress. If KTM were to claim that there are no complaints about this issue, it could be that they don’t want to see any complaints. Any progressive entity would always look forward for feedbacks despite whether it sounds positive or negative. Feedbacks are avenues that can be used for improvement. KTM should only worry when there are no feedbacks. I am putting my experience in writing with the hope that KTM would be more passenger friendly and know how to “utamakan passengers.” Any entity who hopes to be profitable won’t function by making its clients suffer. “Utamakan passengers.”

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  • 1. KTM DIUTAMAKAN: KTM’S COST CUTTING AT THE EXPENSE OF PASSENGERS’ DISCOMFORT AND SUFFERINGPersonal Experience On the 13/05/2011, I went to Butterworth KTM station to board the internationaltrain to Bangkok. When I arrived, I saw one passenger inside while another was outside thepassenger waiting area. Both were suffering from the heat with them being drenched insweat. The passenger inside was using a notebook that was hooked to an overhead powersource in the middle of the waiting area. I went into the waiting but found it to be too hotand stuffy as the air-con was turned off. So I went outside and waited in the sweaty heat ofthe day. After a while I found it intolerable to hang around there so I went over to theButterworth bus terminal where there were fans along the waiting area to cool off. Laterafter an early lunch I came back and the situation at the KTM station was unchanged. As Ihad to use the waiting area, I protested to one of the KTM staff who informed the KTMstation master. After a while the station master came out and explained that the air-conwould only be turned on half an hour to an hour before the departure of a train. This wasdue to the KTM management policy to cut cost. Though I protested to him that they cannotcause passengers to suffer just to cut cost, he went off inside his cool air-con office and justcarried-on with what he was doing. It was only very much later that he turned on the air-con.Time Expectations on Passengers KTM do have certain rights as to time expectations on passengers. For example, it isKTM’s right to expect passengers to be on time in meeting departures deadlines. But itcannot presume that passengers will or should come only half an hour or an hour before atrain departs. That is an ideal expectation but not a real one. Why? The variables andscenarios faced by average travellers, like hotel checkouts, travel time (earliness andlateness), transit problems, and different travel time schedules of different transportservices, may cause passengers to be early or late. If they are late in meeting departuredeadlines, any loss should be borne by the passenger. But if they are early and there is anexisting passenger waiting area, it is natural expectation of passengers that the waiting areawould be conducive and will not causes them to suffer from factors like heat and stuffiness.It is a mockery to use the argument of cutting cost as a reason to make passengers who areearly to suffer while even the station master and his ticketing staff are enjoying acomfortable and cool air-con environment. I don’t think so that KTM policy makers whocame up with the rules sat in open-air under the blazing afternoon sun while makingdecisions that led passengers who are early to suffer a non air-con environment of heat andstuffiness. Isn’t it a mockery of the very passengers who are giving the revenue to KTM to be
  • 2. treated like shit while the policy makers, station master and their ticketing staff function incool air-con offices right in the face of passengers? Adakah ini cara passenger diutamakan?Passenger Unfriendly Premise and Bad Example To say that passengers who come earlier have to put up with heat and stuffiness is apassenger unfriendly premise that is supported by a bad example. In these days wherecustomer comfort and satisfaction is taken as priority by profit orientated entities, KTM ispromoting a backward passenger unfriendly premise by ignoring the suffering of theirpassengers in their non-conducive waiting area in Butterworth KTM station. It is a badexample because while claiming to cut cost by depriving the passengers of a natural andrightful comfort, the policy makers, Butterworth station master and their ticketing staff areenjoying the very comfort which they deny to their passengers who are their clients. Costcutting should start with the KTM policy makers, Butterworth station master and ticketingstaff and not with the passengers. This why, KTM diutamakan bukan passengers! If KTM thinks that this is just a complaint of an isolated single passenger, whichwould only show that it is close to feedback for its own positive progress. If KTM were toclaim that there are no complaints about this issue, it could be that they don’t want to seeany complaints. Any progressive entity would always look forward for feedbacks despitewhether it sounds positive or negative. Feedbacks are avenues that can be used forimprovement. KTM should only worry when there are no feedbacks. I am putting myexperience in writing with the hope that KTM would be more passenger friendly and knowhow to “utamakan passengers.” Any entity who hopes to be profitable won’t function bymaking its clients suffer. “Utamakan passengers.”