SINGAPORE: SMRT faced strong criticism from commuters on 8 July 2025 after a delayed public update on a disruption affecting five stations along the North-South MRT Line.
At 9.44am, SMRT posted on Facebook and X, advising commuters to add 15 minutes to their travel time between Toa Payoh and Somerset stations due to a track fault.
Just 13 minutes later, at 9.57am, the operator announced that train services along the affected stretch had resumed.
However, by then, many commuters had already expressed frustration online, alleging that delays began much earlier.
A post on X at 9.19am had already reported a train breakdown, predating SMRT’s first official statement.
Some users said the delay began around 8.45am and pointed out that there had been no early notification.
Others claimed the travel time delay was significantly longer than the 15 minutes cited by SMRT.
One commuter said, “It is one hour—why you lie? What if my boss thinks I’m lying? I was supposed to reach around 9, and now it’s 9.56 and I’m still in the train.”
Another recounted boarding at Yio Chu Kang at 8.50am and only arriving at Raffles Place at 10am—well beyond the expected timeframe.
Similar sentiments were echoed by other commuters. Travel times from Bishan to Newton reportedly stretched to 45 minutes.
Others said they had not even reached Toa Payoh an hour into their journey.
A photo shared with The Online Citizen showed crowded platforms, highlighting the extent of the disruption.
At 10.21am, SMRT clarified that a track fault had occurred at 8.45am near Orchard station, heading towards the city.
Staff were deployed to investigate and ensure safe operations.
The operator reiterated that announcements were made onboard trains and at stations.
It apologised for the delay and sought commuters’ understanding.
This incident is the latest in a series of faults on the North-South Line in 2025.
On 16 April, a fallen platform screen door collapsed onto the tracks at Braddell station, disrupting north-bound services. No injuries were reported.
Earlier, on 7 February, a faulty engineering vehicle at Bishan Depot caused delays on both the North-South and East-West Lines.
On 10 January, peak-hour travellers between Marina South Pier and Bishan experienced delays from a separate fault.
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