Public Transport

Page Contents

OKU SMILE Pass
- Activation and Application Process
Public Transportation Challenges Faced by Persons with Disabilities in Malaysia
Making Public Transport Accessible and Inclusive
Resources

Although a car offers greater convenience and flexibility than other modes of transportation, many people with disabilities cannot afford owning and driving a car to move from one place to another. Even though people with disabilities can drive, including the Deaf and Hard of Hearing and people with developmental disabilities, they face discrimination and gatekeeping in obtaining a driver’s license, as well as stigma questioning their driving competence.

Studies have shown that people without access to a car reach fewer activities and services and are more likely to be subject to social exclusion. Age and disability can also prevent people from driving and using public transport.
p. 9, Urban Insight, 2018

Therefore, accessibility of public transportation plays a vital role in advancing the mobility of all people with disabilities in everyday life, i.e., grocery shopping, working, studying, obtaining healthcare services, attending social gatherings, engaging in cultural, leisure and sports activities. For some, public transportation is a necessity, especially people who are Blind and Visually Impaired and people with chronic pain or chronic fatigue.

Unfortunately, public transportation in many localities have not been planned and implemented to cater to the diverse needs of people with disabilities.

OKU SMILE Pass — Government Encourages OKU Public Transport Use

The Government, through Prasarana Malaysia Berhad (PRASARANA), Malaysia’s biggest public transport provider, has launched an initiative to encourage the OKU community to use public transport.

Even before this initiative, holders of OKU cards issued by the Department of Social Welfare (JKM), Ministry of Women, Family and Community Development, Government of Malaysia, already benefited from 50% discount on public transport services in the Klang Valley.

On 14 January 2024, Prasarana issued a press statement on its introduction of a public transport OKU pass, the OKU SMILE Pass. Purchase of this Pass would provide OKU individuals/community with FREE RIDES from 1 February 2024.

This initiative followed the 21 December 2023 announcement by the Minister of Transport, YB Anthony Loke, on free rides for the OKU community on Prasarana rail and bus services.

Who is Eligible?

OKU card holders:

Already Prasarana OKU Concession Card holders.
New applicants for the Prasarana OKU Concession Card.

Activation and Application Process:

(a) If an OKU already holds a Prasarana OKU Concession Card:

I) The OKU SMILE Pass can be activated from 15 January 2024 onwards at any RapidKL LRT, MRT, Monorail, BRT, and designated bus hub as listed below:

Hub Bus Rapid KL: Pasar Seni, Chow Kit, KLCC, Sri Nilam, Puchong Utama, Pearl Point, Sunway Pyramid, Greenwood and Seksyen 2 Shah Alam.
Hub Bus Rapid Penang: Ibu Pejabat Rapid Penang (Lorong Kulit),
Terminal Bas Weld Quay, Komtar, Bukit Jambul, Balik Pulau, Bukit
Mertajam, Kompleks Dato Kailan Kepala Batas dan Penang Sentral.
Hub Bus Rapid Kuantan: Hentian Bandar Kuantan.

Note: a wheelchair user holding a valid Prasarana OKU Concession Card was able to get the OKU SMILE Pass activated at the ticket counter of the KL Sentral LRT Station simply by showing her Concession Card.

The actual activation process is estimated to take 10 to 15 minutes.
The overall duration depends on the length of the queue.

II) The Card must have a minimum balance of RM5 for the OKU SMILE Pass to be used.

III) If the Card has lapsed/expired, follow the steps below for submitting a new application.

(b) To apply for a new Prasarana OKU Concession Card:

I) Apply in person for a new Prasarana OKU Concession Card at the Concession Registration Counter (the Counter) at any of the following:

Rapid KL: Hub Rapid KL Pasara Seni or Station MRT Conlay (MRT Laluan Putrajaya Line).
Rapid Penang: Rapid Penang Headquarters (Lorong Kulit), Weld Quay Bus Terminal, Komtar, Bukit Jambul, Balik Pulau, Bukit Mertajam, Kompleks Dato Kailan Kepala Batas dan Penang Sentral.
Rapid KL: Hentian Bandar Kuantan.

II) Two essential documents for verification at the Counter: your IC and OKU card issued by JKM (Department of Social Welfare).
A first-time applicant, present in person at any of the stations listed, must have a photo taken at the Counter. The photo taking, together with the activation process, is estimated to take around 30 minutes for the Concession Card to be issued on the spot.

III) Rapid KL and Rapid Kuantan users have the option to apply online for the Prasarana OKU Concession Card via www.myrapid.com.my. An applicant must upload clear images of the following three items: IC, OKU card issued by JKM and a passport-sized photo with either a white or a blue background.

IV) To collect their Concession Cards, online applicants may choose the location from those listed in the application form.
For an application submitted with all the requisite documents, a Prasarana OKU Concession Card would be sent to the chosen location within three working days.

V) Payment for the issuance of the card: RM 5.
However, RM5 would also be credited into the card for one transaction only.
To enjoy the benefit of the card: please ensure that it always has a minimum credit of RM 5.

(c) Validity from when?

Activation of and application for the OKU SMILE pass commenced on 15 January 2024, with effectiveness from 1 February 2024.

What if the Prasarana OKU Concession Card is damaged or lost?
The Concession Card is produced by Touch ‘n Go. Thus, if there is a problem, contact its customer service:
<Contact Us | Touch ‘n Go (touchngo.com.my)>

Prasarana plans to hold a tour series to provide a few OKU organizations information regarding this initiative. During the tour, a mobile application counter would be set up to facilitate application for the Prasarana OKU Concession Card.

For more information regarding the OKU SMILE pass:

www.myrapid.com.my

https://myrapid.com.my/wp-content/uploads/2024/01/SIARAN-MEDIA-PRASARANA-Perkenal-Pas-OKU-SMILE.pdf

https://myrapid.com.my/our-products/oku-smile/

or Rapid KL, Rapid Penang and Rapid Kuantan social media.

For phone queries, hotline numbers:
Rapid KL 03-7885 2585;
Rapid Penang 04-255 8000;
Rapid Kuantan 09-5663686/019-3858607.

(c) Update

The RM5 charge for tickets is applicable across all ticketing methods, such as over-the-counter, online and ticket vending machines (TVM).
The charge is part of the yearly KTMB review of its Flexi Fare pricing system, which adjusts ticket prices based on various factors.
Concession fares, offering discounts of up to 50% for senior citizens, pensioners and people with disabilities, are available across all purchasing methods – whether via counter, app or website.

Senior citizens, pensioners, and people with disabilities only need to register once, either online or at the station, to enjoy these benefits through any ticketing channel, including the counter, app or website ….
Keretapi Tanah Melayu Bhd (KTMB)

RM5 fee part of Flexi Fare system for all ticketing methods, says KTMB | FMT, 10 April 2025

Fomca rails against KTMB over purchase fee affecting the disabled, seniors | FMT, 10 April 2025

Public Transportation Challenges Faced by Persons with Disabilities in Malaysia

To ensure that persons with disabilities have equal access to public transportation facilities, amenities and services, Persons with Disabilities (PWD) Act 2008 section 27(2) states that:

“providers of such public transport facilities, amenities and services shall give appropriate consideration and take necessary measures to ensure that such facilities, amenities and services conform to universal design in order to facilitate their access and use by persons with disabilities.”

This is included as an action step under the National Transport Policy 2019-2030 (strategy 3.4) to “improve accessibility at passenger terminals and on public transport with the aim of universal access for persons with disabilities”.

Some accessibility features are currently in place, such as buses and trains being designed to accommodate wheelchair-users, and installing lifts and accessible toilets in public transport stations. Persons with disabilities are also offered concession fares (discounted) for public transport rides. However, these are inadequate to make public transportation accessible and usable for persons with disabilities in Malaysia.

Barriers to public transportation experienced by persons with disabilities in Malaysia include, but are not limited to:

Public transportation is not available in the local neighbourhood.
Poor public transportation transit network.
Pedestrian environment is lacking, i.e., inaccessible pedestrian pathways, no door-to-station connectivity (first mile last mile connection), not safe (especially road crossing), not well maintained (e.g., potholes or broken tiles), misuse by others (vehicles parked on walkways).
Lack of wheelchair-accessible public transport vehicles.
Public transport stations do not have step-free access or has confusing signage.
Information and notifications of public transportation status are not inclusive of all sensory disabilities and literacy skills.
Negative attitude and discrimination from public transport operators and other passengers.
Not safe to use, e.g., bus stopping in a busy road without connected pedestrian pathways.
Concession fares available only in selected localities and public transport providers, i.e., RapidKL networks in Klang Valley, Rapid Penang in Pulau Pinang, Rapid Kuantan in Pahang, KTMB train services, and MAS domestic flights.

Van-on-Demand and E-Hailing Services Must Be Accessible for All_Malaysian OKU View

Making Public Transport Accessible and Inclusive

Accessible public transportation is not just about making vehicles usable for wheelchair-users and building accessible toilets in public transport stations; even though the aforementioned are important. However, it is much more than that.

The design of public transportation needs to be adapted to the needs of people with diverse abilities and disabilities to enable greatest ease of use for ALL users.
Public transportation facilities and services need to:

Be easy to understand, regardless of the user’s experience, cognitive ability or language skills, for every stage of making a journey, i.e., map reading, understanding schedules, journey planning, wayfinding, and identifying the correct stops, stations and platforms.
Communicate necessary information in different sensory modalities (visual, sound, tactile), such as audio announcements, easy-read texts, easy-to-understand graphic information, Braille, sign language (Bahasa Isyarat Malaysia – BIM).
Be efficient and easy to use with minimum fatigue, such as ticketing machines that are tolerant to slowness and requires minimum manipulation, and minimum walking distance between connection stops.
Support users timely, effectively and with compassion to cope with service disruptions, delays and emergencies, especially users with invisible disabilities.
Ensure safety of all users, such as installing more supports for equipment, wide and even pedestrian paths with step-free access and safe road crossing.
Ensure that appropriate size and space is provided for safe approach, reach and manipulation.

Resources

*Note: Resources linked are in English and pdf or webpage format, unless stated otherwise.

Accessible Public Transport

Public transport: Reliability as the real test by Aliran

Accessible Public Transport by Urban Insight

The Importance of Public Transport Accessibility and Social Inclusion by UITP (Union Internationale des Transports Publics)

Making Public Transport Information Accessible to Disabled People by Lise Wagner for Inclusive City Maker

Public Transport: Accessibility Solutions, Also for the Intellectual Disability! by Zoe Gervais for Inclusive City Maker

Public Transport Experiences of Persons with Disabilities

As of 22 February 2025, over the past 20 years, about 20 Blind persons have fallen into Malaysian rail tracks, but this is the first time that a Blind person on the tracks has been killed by a train.
Moses Choo, Blind advocate for accessibility and safety

Link to the full text of the Open Letter to the Minister of Transport and the Management of Rapid Rail, Malaysia.

Urgent Wake-Up Call for Enhanced Safety Measures on Rail Systems

Prasarana Implements Safety Measures Following Fatal LRT Incident, 1 April 2025.

Prasarana outlines new safety plans following fatal LRT accident involving visually impaired man | Malay Mail, 31 Mar 2025.

Enhance public transport safety and accessibility for people with disabilities – Aliran, 16 March 2025.

Enhancing Safety for Disabled Passengers in Malaysia’s LRT System – UTHM News, 14 March 2025

https://www.thestar.com.my/metro/metro-news/2025/03/12/oku-ngos-demand-urgent-action-to-ensure-safe-accessible-public-spaces-after-blind-woman-injured, 12 March 2025

Media-Statement-No.-17-2025_SUHAKAM-Calls-for-Enhanced-Safety-And-Accessibility-For-Persons-With-Disabilities-In-Public-Transport.pdf, 10 March 2025.

Persons with Disabilities Act must have teeth | The Star, 26 February 2025

Prasarana-Kenyataan-Media-PRASARANA-KESAL-DENGAN-INSIDEN-DI-STESEN-TITIWANGSA.pdf

English Translation of the Prasarana Media Statement, 24/02/2025

Immediate Release

Prasarana Regrets the Incident at Titiwangsa Station

Assistance will be provided to the victim’s family
Immediate steps are being taken to address the safety of rail users, especially people with disabilities (PWD)

KUALA LUMPUR, February 24, 2025 – Prasarana Malaysia Berhad expresses deep regret and sorrow over the incident involving a visually impaired user at Titiwangsa Station on Saturday, February 22, 2025. Assistance will be provided to the victim’s family during this difficult time.

Prasarana is taking swift action to enhance safety measures for all rail users, particularly PWDs, by increasing the number of auxiliary police officers at stations without automatic platform doors (PSD) and stations with a high number of PWD users.

Measures include:

Plans to install PSDs on the Ampang/Sri Petaling and Kelana Jaya Lines, similar to the Monorail Line
Enhanced monitoring and assistance for PWDs and senior citizens at platforms
Upgrading to smart CCTV to detect unusual and risky behavior

Prasarana regrets Titiwangsa station incident, offers assistance to victim’s family | The Star, 24 February 2025

Persons with Disabilities Act must have teeth

Integrate safety measures into all rail transit systems

OKU maut dilanggar LRT: Prasarana tambah bilangan polis bantuan

Blind man was killed by LRT | Several disabled organizations jointly wrote to Loke Siew Fook