A Concerned Passenger<\/b><\/span> shared his thoughts on the Nov 19 incident after learning that SBS Transit will be taking disciplinary action against the employee.<\/p>\nThe Stomper said: “I am writing as a regular commuter who uses public buses daily.<\/p>\n
“Firstly, while I agree that the staff member’s use of a vulgarity was inappropriate, I also believe the public should recognise the difficult situation he was placed in.<\/p>\n
“Based on the video circulating online, the commuter involved was uncooperative and refused repeated instructions to queue properly. As someone who frequently boards buses at busy interchanges, I have often witnessed similar situations where elderly commuters cut queues and insist on boarding first.<\/p>\n
“Many bus captains tend to avoid confrontation \u2014 possibly out of fear of receiving complaints \u2014 and commuters like myself are left frustrated even though we have been queuing patiently. This creates tension, undermines fairness, and sometimes leads to disputes among passengers.<\/p>\n
“As someone who regularly takes Tower Transit services at the interchange servicing my neighbourhood, I have also observed similar queue-cutting situations there as well.”<\/p>\n
Noting that such issues are not limited to any single transport operator, the Stomper appealed for “the entire industry” to work together to adopt clearer and firmer safeguards, so as to ensure orderly boarding and respectful commuter behaviour.<\/p>\n
“In this JB incident, I believe the staff member was simply trying to protect the interests of all passengers by maintaining order,” he added. “Although his tone could have been calmer, his intention \u2014 to ensure fairness and safety \u2014 was valid and important.”<\/p>\n
The Stomper hopes SBS Transit will take this into consideration when reviewing the incident.<\/p>\n
He also said: “I respectfully urge SBS Transit and the Land Transport Authority to consider:<\/p>\n
“1. Clearer and firmer protocols for dealing with queue-cutting and disruptive passengers (including those who play loud audio on board).<\/p>\n
“2. Empowering bus captains and inspectors with proper support so they can enforce rules professionally without fear of unfair repercussions.<\/p>\n
“3. Providing training in de-escalation and conflict management to help staff handle difficult commuters with confidence.<\/p>\n
“4. Increasing public reminders and education through signage or announcements about queuing etiquette and considerate behaviour.<\/p>\n
“5. Applying balanced and proportionate treatment in this incident \u2014 recognising that while professionalism is important, frontline staff also deserve support when trying to maintain order.<\/p>\n
“If frontline staff feel that enforcing basic queuing rules may result in harsh punishment, fewer will intervene in the future. This leaves ordinary commuters to confront queue-cutters or disruptive individuals themselves, which may lead to unnecessary verbal or even physical conflicts.<\/p>\n
“Most commuters, including myself, appreciate staff who stand up for fairness. I hope this incident can become a constructive learning opportunity \u2014 not just for disciplinary review, but for improving the overall commuter environment across all operators.”<\/p>\n
Have your say on Stomping Ground! Write to us at stomp@sph.com.sg or WhatsApp 9384 3761.<\/b><\/span><\/p>\n
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