SMRT under fire after poor comms in confusing EWL delay: 'Just useless at this point'
Commuters caught in a confusing East-West Line delay on Dec 2 have inundated social media with complaints, accusing SMRT of "intentionally withholding information" and calling for penalties for operators who fail to provide timely updates during train disruptions.
Many highlighted gaps in communication, while an affected commuter told Stomp that the management of the incident was "way too disorganised".
One frustrated commuter even went so far to call the rail operator "useless".
Delay caused by track point failure
SMRT Trains president Lam Sheau Kai told The Straits Times that a track point failure took place near Aljunied station at around 7.50pm on Dec 2, delaying travel between Bugis and Bedok stations - a stretch of eight stations.
While the track fault was announced on digital screen displays at MRT stations from about 8pm, there were no announcements on SMRT's social media channels. In addition, ST reported, trains called at platforms opposite to their designated ones at Paya Lebar station, one of the affected stops.
Station staff were also said to have been unclear about the trains' direction of travel.
The following day, the Land Transport Authority (LTA) said that rail operators SMRT and SBS Transit will prioritise communications for minor MRT delays.
In a separate incident on Nov 18, commuters were also confused by the lack of alerts on SMRT's social media pages, after a delay for up to 30 minutes on the Thomson-East Coast Line between Caldecott and Gardens by the Bay stations.
Calls for greater transparency
On subreddit r/singapore, netizens called the incident "actual incompetence" and claimed that SMRT had "intentionally withheld information".
Several commenters also took issue with the "audacity to increase the price", referring to the 5 per cent rise in transport fares announced in Oct.
"I'm sorry but everyone in SMRT is just useless at this point," one netizen said.
Another Reddit post by user @Neither-AD8881, titled "A call for transparency: Why Singapore's public transport needs a real-time information overhaul", highlighted gaps in communication from SMRT, SBS Transit, and LTA.
"Because official sources are inadequate, commuters are forced to rely on fragmented, unofficial channels," said the user.
Netizens debate penalties for failing to report delays
A third post, by user @RedditLIONS, said that there should be penalties for failing to report delays. All three posts have attracted hundreds of upvotes.
"I'm sure there will be full transparency in [sic] this matter," one netizen said ironically.
Another user quoted Acting Transport Minister Jeffrey Siow's recent call for LTA to provide the public with more data about rail performance: "We will be more transparent because we have a good system, and we have nothing to hide."
However, other netizens were skeptical, saying that penalising operators would do little to alleviate the situation.
"Does it matter though? End of the day, we will help go [sic] cover the penalties through the expected price hikes," said one user.
Situation was disorganised: Commuter
Ryhan Samadi, a 29-year-old senior business consultant, was at Paya Lebar station at around 7.55pm when the delay occurred. Mr Samadi's video of the incident on Dec 3 had garnered over 167,200 views and 10,700 likes at press time.
"How they handled the train fault definitely could have been better, especially the communication downstream. I felt it was way too disorganised," he told Stomp, recalling that staff members looked confused and were unable to provide concrete answers to commuters.
He suggested clearer official communication through Telegram or SMS texts about train delays.
Nathanael Tan, or @Your Future SMRT CEO on TikTok, told Stomp that he felt the "communication breakdown" was a major issue.
The 26-year-old uploaded body-worn camera footage of the incident, showing Paya Lebar station at 7.54pm, packed with passengers queuing for trains or resting on benches.
Another netizen complained of crowds at MacPherson MRT, commenting that the queue was giving them "flashbacks of woodlands [sic] checkpoint".
Some also applauded SMRT staff members for managing the crowd, acknowledging that the line moved quickly despite the crowds.
"I know it's a tricky time with the crazy route and mrt closing but please remember to be kind to the staff working," said a TikTok user.
