A POST shared on MYNEWSHUB’s X (formerly Twitter) has outlined “potential flaws” in expressway concessionaire PLUS Malaysia Bhd’s standard operating procedure (SOP) in the event motorists find themselves unable to clear toll booths due to insufficient credit in their Touch ‘n Go cards.
Among others, the SOP states very clearly that motorists are to remain in their vehicles and to ask for assistance via the intercom. It says a runner will come take the Touch ‘n Go card from the motorist and top up the balance on the latter’s behalf.
Pihak PLUS bagi beritahu, jika kita exit tol dan tiba-tiba baki tak cukup, kita perlu tekan button intercom dan tunggu runner PLUS dtg.
Runner akan bantu kita untuk topup dan serahkan semula kad TnG kita.
Untuk semua pengguna jalan raya, pegawai tu pesan jangan lah… pic.twitter.com/1hOBiasW4G
— MYNEWSHUB (@mynewshub) March 10, 2024
The original poster – Zul Hazlie – urged stranded drivers to remain calm and not alight from the vehicle even when faced with the honking of other irate motorists. The statement posited that this was for the safety of all road users and that this should be adhered to at all times.
However, the situation in reality is a much different picture if comments from netizens are to be believed.
Many claim they were asked to do the complete opposite by PLUS staffers.
More than one angry highway user highlighted personal experiences of this cakap tak serupa bikin (literally, say one thing do another) scenario.
Some netizens queried why alternative methods of toll payment have not been implemented on PLUS highways given that such options are available on other expressways.
Another suggested that there be an “IOU” system where a card with insufficient credit can still be used to clear the toll gate with the amount owed being deducted during next top up as is available on various telco services. This would be of great convenience to all road users, surmised the netizen.
Some suggested that it was pointless for motorists to adhere to such SOP when PLUS staff themselves refuse to play their part. One obviously irritated netizen said he was forced to just lie back and wait in his car holding up traffic till a staff was forced to attend to his situation.
Another shared that there was no help forthcoming even though there was a staff seated inside the booth where he was stranded, leading to the netizen asking just what is the purpose of the said staff.
One netizen suggested a surcharge for this service to avoid it being abused by absent-minded motorists who will take it for granted that a runner will top up their cards at the toll booths.
The unhelpfulness of staff inside the toll booths was highlighted by another netizen who said she had dropped her card on the road and was heavily pregnant at the time. Yet the staff nonchalantly asked her to adjust her car’s position to get her card herself instead of lending a helping hand.
A netizen claiming to be an ex-PLUS staff at the Batu Tiga toll in Shah Alam confirmed that most will not come to aid stranded motorists with most hiding in the comfort of their “blacked out, air-conditioned booths”.
This public service address by PLUS has seriously backfired given the sheer volume of negative comments attached to the post that has been viewed 1.3 million times at the time of writing.
Let this be a lesson to those who equate good public relations with mere lip service. In the age of social media, such untruths and poor service will very quickly go viral, causing untold damage to the organisation’s branding.
Perhaps PLUS needs to undertake a training exercise for its staff before making such public pronouncements. The backlash is, frankly, embarrassing and underlines a lack of respect for its customers.
Of course, some netizens had a suggestion that would probably be welcomed by all and sundry – get rid of tolled roads for the betterment of the rakyat. – March 15, 2024
