KTMB chairman Nawawi Ahmad said during the meeting, three major causes of concern were identified.

He said the first cause of concern was about unsuccessful transactions being charged.

“The second is the delayed return of funds in unsuccessful transactions.

“The third is the ‘user-unfriendly’ KTMB online ticketing system and difficulty in gaining access to the system,” he said in a statement here today.

Yesterday, Prime Minister Najib Razak had ordered KTMB to find immediate solutions to frequent customer complaints about its services.

In his Facebook update, Najib said among the complaints and feedback given by the customers were about the Electric Train Service (ETS) and the online ticketing system.

Najib also ordered SPAD to monitor the situation and to report to him on any developments on the issues raised as soon as possible.

Nawawi said KTMB had set up a special unit to discuss the short-term and long-term action plans to ensure the online ticketing system was closely monitored.

He said ticket transaction records showed a significant increase of 90% last year compared with 2015, which had prompted the company to take several initiatives to ensure the system continued to function properly.

“Among the initiatives were immediately having another special internet line for e-tickets and increasing the capacity of internet access from 14Mb to 30Mb from last Monday.”

KTMB has also upgraded the ticketing infrastructure and database system from Jan 10.