Express Rail Link Sdn Bhd (ERL) recently appeared to suggest I was younger than my actual age, but rather than take it as a compliment I simply scowled.
For the uninitiated, ERL runs two train services between KL Sentral and KLIA.
The “KLIA Ekspres” is a non-stop service that runs directly from KL Sentral to KLIA Terminal 1 and KLIA Terminal 2.
Its other service, “KLIA Transit”, plies the same route but also makes stops at Bandar Tasik Selatan, Putrajaya/Cyberjaya and Salak Tinggi.
Senior citizens (those aged 60 and above) pay the full fare to ride the KLIA Ekspres, but are entitled to a 30% discount if we ride the KLIA Transit. Why the discount applies to only one service and not the other baffles me. I find it quite unfair, but let’s leave that for another day.
Anyway, on Sept 5, I rode KLIA Transit from KL Sentral to KLIA Terminal 2.
To ride the train, I used the “Touch ‘n Go” facility on my MyKad. At KL Sentral, I tapped my MyKad at the sensor and was let through the gate. I boarded the train and rode to KLIA Terminal 2.
On disembarking, I tapped my card again to exit. To my surprise, the full standard fare of RM55 was deducted. I was denied the RM16.50 discount. Needless to say, I was shocked. Why did I get charged the full fare?
I needed to catch my flight, so I walked quickly over to the KLIA Ekspres office to speak to the customer service officer on duty. I explained the problem.
He took my MyKad, slotted it into a machine behind him and, after a minute or so, came back to me, saying that I had to pay the full fare.
Apparently, my “senior citizen status” had expired the previous day.
“What? Did I grow younger yesterday? How does a senior citizen status ‘expire’,” I asked.
I did not accept his explanation and insisted on a refund.
“You have overcharged me,” I insisted.
The officer asked me to wait while he spoke to his manager, who was in a room. The manager came out, and I explained again what had transpired.
“You have overcharged me and I demand a refund,” I said.
“Oh! No, no!” he replied. “Our system doesn’t allow a refund as your status has expired.”
“How did I go overnight from being a senior citizen to not being one,” I asked. “Did I grow younger at midnight?”
I was annoyed.
“I cannot do anything about this,” he said. “If you’re not happy, you can lodge an official complaint.”
Why would I need to, I asked. All the information you need is already in the system.
Anyway, based on what I was told, the bigger story is that, apparently, in KLIA Ekspres’ database a passenger’s status as a “senior citizen” lasts only six months.
“Why does your system have a six-month expiry date for senior citizens?” I asked.
It was a question he could not answer.
“Lodge a complaint,” he replied. “Let the senior people deal with you.”
That made me unhappy. Despite wearing a KLIA Ekspres uniform and sitting in a KLIA Ekspres office he was not taking any responsibility and had no solution for me.
That sums everything up.
I wonder how many other senior citizens have suffered the same fate unknowingly. - FMT
The views expressed are those of the writer and do not necessarily reflect those of MMKtT
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