Exactly a week after I sent my email to complain, I received a reply :
Thank you for your feedback.
We regret to learn of your experience and wish to explain that we place topmost priority in providing a safe, reliable and efficient service to our passengers. It is our operation procedure that the Train Officer will play the train doors closing announcement to alert passengers that doors are closing. He will then check against the CCTV monitor in his driving cab to ensure that passengers have fully alighted or boarded before pressing the door closing button.
Train doors are designed with an important safety feature which ensures that trains will not move off if an object or a person comes between the train doors. If any of the train doors are not fully closed, an indicator in the driver’s cab will light up, prompting the driver to re-open all the train doors.
Pleaes be assured that we will investigate the incident and take appropriate action against the Train Officer concerned.
Thank you for bringing the matter to our attention.
Right. Is it their policy not to inform what are the results of their investigation? At least I know it is not a standard template reply since there was a typo in the reply.
