Timely information is critical to prevent confusion when MRT services are down

Early information on as many channels as possible will help ease station congestion

- Kenneth Cheng

Commuters at Paya Lebar MRT station on Dec 2 after a track fault. The lack of alerts on SMRT's social media channels about the disruption frustrated some passengers, including those headed towards the affected stretch.

(ST PHOTO: SHINTARO TAY)

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 information on 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.