Tensions high as frustrated crowd forced to use lifts during escalator fault at The Clementi Mall
A frustrated crowd formed at The Clementi Mall on July 1, when an escalator went out of service around lunchtime.
Stomper SG Feedback submitted a video of the incident and questioned how the situation was handled.
In the video, a worker can be seen performing maintenance work on an escalator between the basement and first floor.
A security guard was stationed at the scene to usher people toward the mall's lifts.
SG Feedback recounted: "The upward escalator was turned off for maintenance, while the downward escalator was left running. While a crowd started to form, a security officer stood at the side, ushering visitors who were looking to make their way out of the basement level to the lift area instead, where it was already crowded.
"The queue for the two lifts was long and the frequency of the lifts was slow. Many frustrated shoppers turned back to the escalator and requested the security to turn the downward escalator off entirely so it could be turned into a temporary walking path in both directions. However, the security officer firmly refused.
"People crowded around the area, with many pacing up and down from the escalator to the lift area back and forth. As it was close to 2pm, many were late to return to work after lunch, and others were rushing for appointments. There were also many carrying bags of food and drinks, presumably for food delivery services, as there were food order slips on the bags."
The Stomper's video shows a large group of people waiting in the lift lobby. A mall visitor can even be heard saying, "No staircase or anything. Very jialat."
SG Feedback said: "A few individuals calmly spoke to the security officer, explaining to her that there was a long queue for the lifts, which were slow. Some were pleading with her that the situation was pretty dire, and that turning off the downward escalator temporarily would, at the very least, solve the issue for those who were in a hurry.
"When the security officer continuously and firmly refused, some lost their temper and started hurling insults and vulgarities at her, commenting on how stupid she was, and how she should use her brains in a situation like this.
"Still, she was firm in her decision, and continued ushering people towards the lift area, which was already packed.
"Upon realising that there really was no way out of the basement level of the mall, a few then called the police. Still, the security team firmly stood their ground in their decision, as shoppers stood around waiting helplessly.
"However, the maintenance team completed the maintenance works before the police arrived, and the upward escalator was switched on again, much to the relief of those who had been waiting for the past half hour."
SG Feedback wants to know why this was allowed to happen.
He said: "Everyone was rushing, and the lifts were full. Is it so hard to have the downward escalator turned off and be made into a temporary path in both directions, so that people can get back to work and run their errands for the day?
"And with so many people on the basement level of the mall with absolutely no way up to the first floor, wouldn't this be an issue in the event of an emergency, such as a fire?
"This incident truly spoiled the first day of the second half of the year for many, including myself. I hope The Clementi Mall management will be able to provide a proper explanation for this."
In response to a Stomp query, a spokesperson from The Clementi Mall said it is aware of the incident.
"The up-riding escalator between Basement 1 and Level 1 developed a fault and was taken out of service for safety reasons," a spokesperson told Stomp.
"To facilitate the movement of shoppers, we stationed our security personnel on-site to assist and direct shoppers to use the nearby lifts.
"The escalator was repaired and restored within the same day. We thank the public for their patience and understanding."
