SINGAPORE – It was only when MRT passengers arrived at stations along a stretch of the East-West Line on Dec 2 that they learnt their journeys would be lengthened by at least 20 minutes because of a track fault.
At Paya Lebar, one of eight stations affected between Bugis and Bedok, the platform
became a scene of confusion
as crowds built up and marshals shouted instructions on where each train was headed.
The situation was compounded by scheduled track work in eastern Singapore that required shuttle trains to run between Paya Lebar and Bedok. This added to the confusion for passengers.
What caught many by surprise, however, was the silence from the rail operator on its official channels. Despite the delay lasting more than an hour, there were no alerts on SMRT’s social media pages.
This marks a departure from the advisories that operators typically post to their social media channels, which include the maximum extra travelling time passengers should factor in. The Land Transport Authority (LTA) requires that operators inform passengers of delays exceeding 10 minutes.
This absence of official online alerts – apart from notifications on the ground via signs, digital displays and staff – frustrated some passengers, including those headed towards the affected stretch. Many public transport users depend on timely information to plan their journeys or take another route when a disruption hits.
Community transport pages quickly filled the information vacuum online, with passengers posting photos of station signs and urging fellow commuters to find alternative means of transport.
Late on Dec 3, LTA explained that SMRT and SBS Transit, the other rail operator here, will now prioritise alerts about minor MRT delays by
communicating to passengers who are directly affected at stations
.
Minor delays involve a shorter stretch of the rail network and service disruptions that are expected to last less than 30 minutes.
