While purchasing KTM Shuttle Tebrau tickets may be reasonably easy, cancelling KTM Shuttle Tebrau tickets is a whole other issue altogether. In this handy guide, I will be showing you how to cancel your KTM Shuttle Tebrau ticket in the event that you are unable to travel to at least get some money back, or need to make any changes to your ticket.
KTM Shuttle Tebrau online refunds with travel dates from 18th March 2020 – 14th April 2020 are NOW AVAILABLE!
IMPORTANT: Regular Shuttle Tebrau over-the-counter refunds for Shuttle Tebrau all travel dates are not available from 18th March 2020 – 14th April 2020. Regular Shuttle Tebrau over-the-counter refunds can only be processed from 15th April 2020 onwards.
🇲🇾 COVID-19 UPDATE (16 March 2020 10.14pm):
Prime Minister Muhyiddin Yassin has announced a movement restriction order in Malaysia. All Malaysians are barred from leaving Malaysia, while those returning from overseas are to conduct a period of self-quarantine for 14 days. Tourists and foreign visitors are also barred from entering Malaysia.
🇸🇬 COVID-19 UPDATE (22 Mar 2020 12.35pm):
ALL short-term visitors will NO LONGER BE ALLOWED to enter or transit through Singapore from 11.59pm on Monday (March 23) in view of the heightened risks of importing coronavirus cases into the country. Work pass holders and their dependants will be allowed to return to Singapore only if they work in sectors that provide essential services such as healthcare and transport.
First off, it’s important to understand some basic ticketing conditions of the KTM Shuttle Tebrau – different from the regular KTM Intercity and ETS tickets.
KTM Shuttle Tebrau ticket booking opens 30 days before departure at 8.30am, with exact individual passenger’s name, passport number and passport expiry date required, and no amendment of the ticket is allowed.
If you need to make any changes to your KTM Shuttle Tebrau ticket, you must cancel your original and buy a new ticket.
On top of that, there are limits to the amount of money you can get back for your KTM Shuttle Tebrau ticket. If you cancel your KTM Shuttle Tebrau ticket more than 72 hours before departure, you get 75% of the ticket fare back. And if you cancel your KTM Shuttle Tebrau ticket less than 72 hours before departure, you get 50% of the ticket fare back. You cannot cancel your ticket less than 4 hours before departure.
Cancellation of KTM Shuttle Tebrau tickets is only available at Woodlands Train Checkpoint or JB Sentral. This procedure cannot be done at other KTM Intercity and ETS stations – I know, I’ve tried.
Now that we’ve got it sorted (But who are we kidding right? There’s going to be comments asking about all this conditions again down below in a few days or weeks time. Just watch.), here’s how to cancel your KTM Shuttle Tebrau ticket at Woodlands Train Checkpoint or JB Sentral. The procedure is the same at both stations, regardless of origin and destination.
Step 1: Bring a printed copy of your KTM Shuttle Tebrau ticket to Woodlands Train Checkpoint or JB Sentral ticket counter
While a softcopy of the KTM Shuttle Tebrau ticket is accepted at Woodlands CIQ and JB Sentral adopting a ticketless system using passports in place, a hardcopy of the KTM Shuttle Tebrau ticket is required for refunds. Reprinting of tickets is also not possible with the new ticketing system, and I was once sent away empty handed because I did not bring my ticket printout, so remember to bring along the hardcopy ticket with you.
If you had purchased your KTM Shuttle Tebrau tickets from the ticket counter in cash, bring along the original thermal ticket issued to you when purchased.
Step 2: Fill up the Ticket Fare Refund Form (Pemulangan Tambang Tiket)
An original copy of the Ticket Fare Refund Form will be provided by the counter staff. Fill up all relevant information.
Ensure that details you fill up on the Ticket Fare Refund Form tally with your KTM Shuttle Tebrau ticket – this Ticket Fare Refund Form will be sent to KTMB Headquarters in Kuala Lumpur to be processed. You will be further directed to fill up the KTMB staff’s portion too with your credit or debit card details used to make payment if you had made your KTM Shuttle Tebrau ticket purchase via credit or debit card.
If you had done a refund for KTM Intercity or ETS tickets before, you may recognise this Ticket Fare Refund Form as it is exactly the same. However, the reason why cancellation of KTM Shuttle Tebrau tickets can only be made at Woodlands Train Checkpoint or JB Sentral is because the counter staff has to unlock your cancelled seat on the KTM Shuttle Tebrau Ticketing System immediately on the new touch screen ticketing system on their end. This new system only exists in these two stations – not even in KL.
Step 3: Collect your Refund Ticket and/or your refund
Once your KTM Shuttle Tebrau tickets have been cancelled on the system, you will be given a Refund Ticket to confirm the transaction.
- If your Shuttle Tebrau ticket is cancelled more than 72 hours prior to train departure time, you will receive a 75% refund.
- If your Shuttle Tebrau ticket is cancelled more than 72 hours prior to train departure time, you will receive a 50% refund.
- Cancellations cannot be processed for any Shuttle Tebrau ticket less than 4 hours before train departure time.
- Cancellations cannot be processed for any Shuttle Tebrau ticket after train departure time.
- If the Shuttle Tebrau train service is cancelled by KTM Berhad or the Shuttle Tebrau train service has been delayed for more than 2 hours, you may request for a full refund at the ticket counter at the origin station before train departure. In some cases, you may be allowed to board the next Shuttle Tebrau train if available.
SPECIAL NOTE: Shuttle Tebrau tickets with travel dates from 18th March 2020 – 31st March 2020 (Malaysia Movement Control Order period) are eligible for a full 100% refund. Click here to learn more.
If you had made your KTM Shuttle Tebrau ticket purchase by cash at the ticket counter, you will be given the refund accordingly in cash immediately. Refunds will be made in the corresponding ticket counter currency based on KTM’s terribly simple exchange rate.
If you had made your KTM Shuttle Tebrau ticket purchase online by credit card, debit card, or internet banking, you will receive your refund in 2 months after the hardcopy Refund Form gets sent over to KTMB Headquarters in Kuala Lumpur, and processed and approved by finance. The schedule to send the tickets and Ticket Fare Refund Forms to KL is unknown.
The whole cancellation process will take about 15 minutes to complete, excluding the queuing time.
Step 4 (if applicable): For amendments, make a new booking
As mentioned above, no changes are allowed to be made for KTM Shuttle Tebrau tickets.
If your KTM Shuttle Tebrau cancellation is for an amendment for passenger’s name, passport number or passport expiry date, make a new KTM Shuttle Tebrau booking at the counter IMMEDIATELY as the now-released ticket slot may be quickly snapped up by someone else lurking online on the KTM Shuttle Tebrau Ticketing System. Ensure that you have the original or copy of the passport on hand to purchase your ticket at the ticket counter – simply telling the staff the details is not allowed.
If your KTM Shuttle Tebrau cancellation is to change the train departure timing, well, I wish you all the best in getting your preferred timing then. Or just use the refund money for a bus.