KTM Bhd deeply regrets the inconvenience and frustration the writer encountered during her June 9 journey on the Electric Train Service (ETS) from Butterworth, Penang to Kuala Lumpur Sentral (“Response defines premium service” published in StarMetro on June 14).

Please accept our sincerest apologies for the disruption and shortcomings in the service.

We understand how distressing it must have been when what should have been a smooth three-and-a-half-hour journey extended into a six-hour ordeal.

The delay on that day was caused by multiple incidents of cable theft across three key points along the northern track, severely impacting both signalling and communication systems.

While incidents like these are beyond our control, we acknowledge the impact they have on travel plans and experience.

The locations of the incidents were Tapah Road-Sungkai (KM250.5) – 200m of cable stolen; Kamunting-Bukit Merah-Bagan Serai (KM87.25) – 110m stolen; and Simpang Ampat-Bukit Mertajam (KM15.5) – 40m affected.

These acts of sabotage had widespread consequences, causing significant delays to both ETS and Komuter services.

We are actively working with the authorities to strengthen trackside security and mitigation efforts are already underway.

StarMetro article on June 14.

These include installation of special locking mechanisms at 21 manhole locations, closed-circuit television (CCTV) camera surveillance and drone monitoring, and erection of anti-climb fencing along vulnerable stretches.

As soon as an incident was detected, we activated emergency protocols and disseminated updates through official social media channels, SMS alerts and deployed extra staff to assist passengers on-site.

With regard to refreshments during delays, our current policy provides light snacks and water when delays exceed two hours, particularly before departure or at Ipoh Station where our catering base is located.

The nature and location of this delay unfortunately limited our ability to activate this service.

That said, we are relooking at ways to make this offering more consistent across routes.

As for Business Class amenities, we are continuing to enhance the passenger experience.

While the audio video on demand system does not currently support movies or music, passengers may access the Internet for entertainment.

We are also expanding pre-booked meal options to give all passengers – Business and Standard Class – more flexibility and choice when booking online.

We are also aware of the onboard Wi-Fi limitations.

The service operates on a best-effort basis, relying on external telecommunications company coverage, which may vary along the route.

That said, improving digital connectivity remains a long-term goal for KTMB.

Issues related to toilet cleanliness and overflowing waste bins are currently being addressed through a comprehensive review of contractor performance and hygiene maintenance schedules.

In parallel, repair works on escalators and lifts at KL Sentral are underway to improve accessibility and passenger convenience in a timely manner.

Once again, we sincerely apologise for the inconvenience caused and thank the writer for her patience and valuable feedback.

We remain committed to making ETS a safe, comfortable and dependable choice for intercity travel – one that truly reflects the aspirations of a modern, connected Malaysia.

KTM Bhd

Kuala Lumpur