Keretapi Tanah Melayu Berhad (KTMB) will completely reimburse tickets to all passengers impacted by the Electric Train Service (ETS) interruption between Kamunting and Bukit Merah on Tuesday, April 9.
According to KTMB, the incident was triggered by a railway power line that abruptly broke apart, preventing the train captain from informing passengers.
In a follow-up to its earlier official statement, KTMB apologized to all customers once more and stated that any passengers who did not continue with the services might submit their application to callcenter@ktmb.com.my.
KTMB also said in a statement that the staff sent text messages to all of the passengers and went to each coach to let them know about the issue. The passengers had to be transferred to the helper ETS train with the assistance of crew members and KTMB personnel who had been dispatched to the scene after a helper locomotive failed to “save” the stranded ETS train.
In addition, refreshments were provided to passengers upon their arrival at the Bukit Mertajam and Butterworth stations, the statement stated. It also stated that an investigation is still underway to ascertain the cause of the power line failure.
Additionally, the company stated that customers who bought the Takaful Premium Insurance Plan will hear from an agent by April 12. Alternatively, customers can contact Etiqa Claim Assist at 010-3687829 or send an email to support@goinsure.com.my to request a refund.
“Fully completed documents will be processed, and payments will be made within the stipulated period,” said the statement.
