For Ashraf Abdul Ghani, the on-demand van service has made his daily commute between his Ampang home and university in Subang Jaya much more convenient.
Before the DRT was rolled out in May 2023, Ashraf’s commute to campus took an hour and a half, forcing him to navigate rush hour traffic and spend RM200 monthly on petrol.
These days, his trips—involving a train before transferring to a DRT van—shave 15 minutes off his travel time to campus.
More importantly for Ashraf, it is kinder to his wallet. He now spends only RM50 on a My50 card, an unlimited 30-day travel pass on Rapid KL’s LRT, MRT, Monorail, BRT, bus and feeder services in the Klang Valley.
“Travelling on public transport is definitely safer and less stressful,” the 30-year-old medical student said when met at the Glenmarie LRT station.
Ashraf hopes RapidKL will expand its DRT services – which currently focus on densely populated areas such as near shopping malls and universities – to more residential neighbourhoods.
David Boh, who uses the on-demand van services as part of his travel routine to work, said the waiting time for DRT was reasonable, ranging between 10 to 30 minutes, depending on the traffic condition.
For him, the DRT has been invaluable in connecting areas previously inaccessible by bus or train, including Utropolis Glenmarie, an apartment complex in Shah Alam.
“You’ll be lucky to get an e-hailing car for RM11 to travel from Utropolis to the Glenmarie LRT station at between 7 to 8am. Sometimes, it will be RM20. So, the DRT actually reduces my financial burden,” the 30-year-old merchandiser said.
In March, Rapid Bus Sdn Bhd expanded the DRT services to seven additional operational zones, including Kampung Ampang Indah-Taman Sri Watan, Ampang Hilir-Kampung Datuk Keramat, and LRT Ampang-Ampang Jaya, as well as in Putrajaya.
Friendlier booking system, smarter route optimisation needed
Others, however, have struggled with navigating the service’s complex booking system and the long waiting times during peak hours.
Nornimala Jelani said she has yet to try RapidKL’s on-demand van services despite installing the “Mobi” app on her mobile phone last year.
The 46-year-old administration clerk said she was put off by the app’s complicated user interface, including the manner in which pickup and drop-off points are selected, and the lack of clear instructions.
“I would use it if someone showed me how to book a ride. I’m sticking with the bus now because I’m used to it. I just need to get on the bus with the right number and at the right station,” she said.
Nornimala called for RapidKL to better promote its DRT services and provide guidance for users facing similar problems.
“If I don’t find it user-friendly, imagine an elderly person trying to book a ride. I don’t think they will be able to,” she said, adding that without properly educating the public, the service would remain underutilised.
In its survey, FMT observed that several users mistook the app’s “service area” dropdown menu for pick-up points.
Commuters also complained about not being allowed to board a van without making a booking.
“I think they should sort out this issue. I always see the vans coming here and going off without taking any new riders,” said Lee, a 43-year-old medical insurance worker.
She said the on-demand vans were useful during non-peak hours and provide comprehensive coverage in Petaling Jaya neighbourhoods.
However, Lee said her biggest grouse with the service was the unreasonable waiting times during peak hours, which could extend beyond one hour. She said she prefers to use the bus service during rush hours.
Lee also said the DRT vans were not people-friendly as passengers, especially senior citizens, struggle to manually open the heavy door by themselves.