1. What is RapidKL?

• RapidKL is an integrated BUS and RAIL public transportation company in Klang Valley.

2. What services do RapidKL provide?

• RapidKL provide bus and rail transport services to the public. Our Bus service runs across 6 key areas covering the Klang Valley, while our Rail service consists of 2 lines, the Kelana Jaya Line, which runs from Kelana Jaya to Gombak, and Ampang Line which runs from Ampang to Sentul, and Sri Petaling to Sentul

3.What is RapidKL Rail service?

• The RapidKL Rail service consists of 2 lines, the Kelana Jaya Line, which spans from Kelana Jaya to Gombak, and runs across a total of 24 stations. The Ampang Line spans from Ampang and Sri Petaling to Sentul, with Chan Sow Lin being the train-changing transit station within the same line. The Ampang Line runs across 25 stations.

4. What is RapidKL bus service?

• RapidKL bus service consists of 4 types of buses, namely the Tempatan, Utama, Bandar and Ekspres buses, which run across 6 areas covering the Klang Valley, which are :
  - Kuala Lumpur City Centre
  - Kepong, Selayang, Batu Caves, Gombak, Sentul
  - Wangsa Maju, Hulu Klang, Keramat, Ampang & Pandan
  - Cheras, Hulu Langat, Kajang, Putrajaya, Serdang
  - Klang, Shah Alam Selatan, Subang Jaya, Jln Klang Lama, Puchong
  - Shah Alam Utara, Subang, Damansara, PJ Utara, Bangsar
• Each bus type has its specific function in the bus service transportation : 
  - The Tempatan transports passengers within the residential areas to the Local Hubs in order to take the Utama, and vice versa.
  - The Utama connects passengers between the city and residential areas, transporting passengers from City Hubs to Local Hubs, and vice versa. (with limited stops)
  - The Ekspres Bus connects the City Hubs and Local Hubs efficiently via the express highways. (with limited stops)
  - The City Shuttle provides mobility within the city centre, shuttling passengers around the city with various routes.

5. Why are the counters on the Kelana Jaya Lines not selling Return Journey Tickets?

• We are not selling Return Journey Tickets temporarily to facilitate smooth entry via all gates until a time peak congestion is reduced.  
• We suggest that our customers purchase the monthly travel cards which are flash cards, stored value tickets and Touch N Go cards to avoid long queues and inconvenience of queuing to purchase tickets.

6. Why is there only one Ticket Counter which is open at the LRT station?

• Now that we have new TVM machines,customers are encouraged to use the new TVMs for more efficient ticket purchasing.

7. Whay can’t I use the Stored Value Ticket (SVT) for the Ampang Line on the Kelana Jaya Line, vice versa?

• As both the Kelana Jaya Line and Ampang Line adopt different fare collection systems, the SVTs are also of diffecernt specifications, and can only be used on their respective line ticketing machines.
• However, we have plans to have the two lines operating under the same ticketing system, which will enable standard tickets to be used on both lines.

8. Are the physically and mentally challenged individuals given priority when purchasing tickets at the LRT stations?

• We are happy to announce that priority is now given to the mentally and physically challenged individuals, and they will be able to purchase their tickets immediately without having to queue, provided they present their Social Welfare Department (JKM) Card.

9. What shall we do if we want to provide feedback on the drivers and what are the details that we need to provide?

• You can call us, email us or send us a letter. Please include necessary details as per the following :

Event Location

Date and Time

Bus Driver ID

Bus Registration No.

Route No.

10. How can I  know the progress of my complaint?

• You may get in touch with the Call Centre during their Operational hours from 8.30 – 5.30pm, from Mondays and Fridays.

11. How can I find out about  the frequency of the bus service?

• Generally, during the peak hours, the frequency for the bus service is between 20-30 minutes, and during off-peak, the frequency can range between 30-60 minutes.

12. Where can I purchase the Stored Value Tickets (SVT) and what are the advantages of using the SVT?

• You can purchase it at the Ticket Counter at the rail station.
• For the Kelana Jaya Line, the reload value can range from RM 10 – RM200, and the fare will be deducted accordingly as and when you travel.
• For the Ampang Line, the SVTs come in the fixed value of RM 20 and RM50, and will be deducted accordingly as and when you travel. Also, the passenger will enjoy a last ‘bonus’ ride even when the balance value available on the card id only RM0.05.
  

13. What can I do when my SVT is unreadable and I can’t go through the entry / exit?

• On the Kelana Jaya Line

1. When your SVT is unreadable, kindly proceed to the Ticket Counter and report to the Customer Service Assitant (CSA) on-duty.
2. You will be required to fill up a form and submit it to the CSA on-duty.
3. The report will be processed within 7 days and a new SVT will be issued to you with the last balance transferred to the new card.

• On the Ampang Line

1. When your SVT is unreadable, kindly proceed to the Ticket Counter and report to the Customer Service Assitant (CSA) on-duty.
2. You will be required to fill up a form and submit it to the CSA on-duty.
3. The report will be processed within 7 days and you are required to top up any difference in value of your previous card to the closest value of the RM20 or RM 50 SVT.
4. For example, if your last balance is RM15.00, and you want to be issued with a RM20 SVT, you are required to top up another RM5.

14. What is the difference between the Manual Monthly Travel Card (MTC) and Touch ‘n Go MTC?

• The Touch ‘n Go is a Monthly Travel Card (MTC) on a Touch ‘n Go format for paperless ticketing and the Manual MTC is a manual ticketing product.
• The valid period for the Manual MTC is from the first (1^st) day of the month until the last day of the month.
• The sales period for the Manual MTC is from the 24^th of the current month until the 7^th of the following month.
• The Manual MTC can be purchased from all LRT stations and the Bus Information Centre at Jalan Sultan Mohammad.
• You only need to present your Manual MTC at the entry / exit gates, or upon boarding the bus.

• The valid period for the Touch ‘n Go MTC is for 31 days beginning from the date of activation.
• The Touch ‘n GO MTC can be purchased anytime.
• The Touch ‘n Go MTC can be purchased at all LRT stations with Touch ‘n Go top up and sales counters.
• You are required to touch your Touch ‘n Go MTC at the reader for validation of entry / exit, and value check when boarding buses.

15. When I used my Touch ‘n Go SVT,  I did not encounter any problems at the entry gate. However at the exit gate, I could not exit, as my Touch ‘n Go SVT is not functioning like it  should. What can I do about this matter?

• When this happens, kindly refer to the CSA on-duty, and you will have to purchase a Single Journey Ticket at the price calculated from your station of origin.

• You may not be able to use your Touch ‘n Go SVT yet. Kindly visit the nearest LRT station with Touch ‘n Go top up and sales counters to clear the transaction on the Touch ‘n Go SVT, and make it available for the next use again.

16. I have a Touch ‘n Go SVT.  Can I convert it to a Touch ‘n Go MTC with the balance amount left in the Touch ‘n Go SVT?

• Yes, you can, provided you have sufficient purse value left in the card to convert it to a Touch ‘n Go MTC.

For example :
A balance or more than RM80 to convert to a Touch ‘n Go MTC (Bus).

A balance or more than RM100 to convert to a Touch ‘n Go MTC (Rail).
A balance or more than RM135 to convert to a Touch ‘n Go MTC (Integrated Rail & Bus).

17. How do I  report on an item which I have lost or found within RapidKL premises?

• During Office hours, kindly call the Helline at 03-7625 6999 and report the matter.
• After Office hours, kindly report it at the nearest Customer Service Office at any LRT station on the Kelana Jaya Line or Ampang Line.

18. Can someone else collect the items found on my behalf?

• Yes, provided the item is monetary cash, identity and security documents.The person who is collecting the items on your behalf must also produce an authorization letter signed by the owner and also original Identity Card (NRIC) for verification purposes.
  

19. What will happen to the unclaimed items?

• The unclaimed items will be kept in a secured area in the Protection Office up to a maximum of 30 days, which we will dispose of thereafter, in accordance with the Company’s policy.