KUALA LUMPUR — Malaysia’s push for digitalisation in public transport was meant to enhance efficiency. Still, for many senior citizens and concession card holders, it has become a roadblock rather than a convenience.
With the removal of physical ticket counters by key service providers and the reliance on apps like KTMB (Keretapi Tanah Melayu Berhad) and BusOnlineTicket, elderly commuters—many from the B40 and M40 groups—are struggling to keep up.
Navigating complex registration processes and unfriendly digital interfaces has turned a simple task into a frustrating ordeal, especially for those unfamiliar with smartphones who face significant barriers in registering their information to access concession fares.
To make matters worse, these apps prevent family members or younger individuals from purchasing concession tickets on behalf of seniors, forcing them to wrestle with technology they may not fully understand.
Federation of Malaysian Consumers Associations (Fomca) chief executive officer T. Saravanan has criticised the current system for failing to consider vulnerable groups.
“While digitalisation enhances efficiency, it should not exclude those who rely on public transport the most,” he said. “The existing ticketing system fails to accommodate senior citizens and individuals with disabilities, leaving them stranded.”
The screenshots from the BusOnlineTicket (left) and KTMB Online app (right) above show the absence of options for elderly and disabled passengers
One family in Penang, for example, was forced into a bureaucratic nightmare when elderly parents—one of whom holds a disability card—had to send photos of their identification and disability cards to children in Kuala Lumpur just to buy return bus tickets.
With no option for physical purchase at the Penang counter, and strict digital verification policies in place, the seniors had no choice but to rely on their children to complete the transaction remotely.
Similarly, KTMB’s app has come under scrutiny for its lack of an option to purchase concession tickets on behalf of others, further complicating travel for seniors and those unfamiliar with smartphones.
Saravanan emphasised the need for a hybrid ticketing approach, maintaining limited counter services at major transport hubs to ensure accessibility.
“A fully digital approach is not suitable for all demographics. Retaining limited counter services at major transport hubs is essential to ensure inclusivity.”
Fomca has urged the Ministry of Transport to intervene, calling for regulations that mandate user-friendly digital platforms and hybrid ticketing options.
The 2018 National Health and Morbidity Survey reveals that only 4.5% of older Malaysians use public transport—including access to healthcare facilities—, rising to 15.7% in rural areas. This low reliance is attributed to barriers such as complex digital platforms and accessibility challenges.
Saravanan pointed to countries like Sweden and Japan, which have successfully implemented hybrid transport systems. While digital payments are widely accepted, physical ticketing options remain available for those who need them.
“Public transport should not be a privilege (for the tech-savvy) but a public good accessible to all,” he stressed.
Beyond ticketing, education and infrastructure upgrades are equally crucial. In Japan, workshops help seniors familiarise themselves with digital tools, while infrastructure improvements—such as low-floor buses and clearer signage—have made public transport more inclusive.
“(Malaysia’s) public transport providers must invest in consumer education programmes to help seniors adapt to digitalisation,” Saravanan said, adding that such efforts must not replace physical alternatives.
“Digitalisation should empower, not exclude. We must bridge the digital divide while upgrading infrastructure to enhance accessibility,” he asserted.
Fomca is also calling on the government to conduct a comprehensive review of public transport digitalisation policies and engage advocacy groups in crafting more inclusive solutions.
“We need balanced digitalisation—one that leverages technology while ensuring no one is left behind,” Saravanan concluded.
As Malaysia continues its digital transformation, equity and accessibility must remain at the forefront, ensuring public transport serves all citizens, not just those who can navigate an app. — January 31, 2025
