On Thursday, 06.07.2023 at around 1.15pm, I went to the ETS Ipoh ticketing counter to change the date of my elder sister’s ticket that she had purchased who wish to travel from Ipoh back to Alor Star initially on Sunday 9.7.2023 morning to Monday 10.07.2023.
There were only 2 counters open and I asked an Indian female staff whether I can be attended by her as her counter is empty and she was busy on her handphone and I could sense she was not in the mood to try to assist me.
I asked her whether I can change the ticket to Sunday evening but she said it’s fully booked. Therefore I had to book a ticket for Monday 10.07.2023 at 12.40pm.
I ask her whether the old ticket can be refunded and she said No and a new ticket must be purchased. SHE TOLD AND TRY TO TEACH MY ELDER SISTER THAT SHE MUST ONLY BUY TICKET WITH A CONFIRMED DATE AND TIME. I TOLD HER IT WAS MY DECISION TO CHANGE THE DATE AND TIME BUT SHE AGAIN SPOKE THE SAME THING THAT WE NEED TO CONFIRM THE DATE & TIME TO TRAVEL.
I TOLD HER NOT TO TEACH CUSTOMERS WHAT TO DO & JUST DO YOUR WORK AND SHE STARTED TO BE RUDE AND SARCASTIC. SHE JUST PASSED ME THE TICKET AND ASK ME TO LEAVE EVEN WITHOUT FINISHING HER JOB FOR MY TICKET.
I was not happy and ask to see the Manager in charge. A Malay officer came and the ETS female Indian staff told the situation but not the actual facts. When I spoke, she kept interrupting and then I realized there is a que behind me & I asked the Malay officer her name.
HER NAME IS SHALINI A/P GANESAN.
She then proceeded to take a photo of me using her handphone. I told her she should not have done that without my permission and should delete it but she refused.
She acted very unprofessional and I told her she should be very lucky to be able to get a job at KTM.
I strongly suggest that this front liner staff be sent for proper training on PR skills & how to handle customers in the right way. She had tarnished the good name of KTM by showing arrogance and high handed actions. I left the KTM station feeling disappointed and unhappy. This should not have happened if she can speak in a courteous and smiling way. I suggest the KTM/ETS Management look into this very seriously before she make many other customers unhappy….