A train fault on the North-South Line disrupted services between Marina South Pier and Bishan during the evening peak hour on 10 January, resulting in delays that left many commuters stranded and frustrated.
At 5.59pm, SMRT announced a 20-minute delay in travel time via Facebook, revising the estimate to 25 minutes at 6.04pm. It offered free regular bus services between Marina South Pier and Toa Payoh. However, passengers reported confusion about where to board these buses, with several indicating a lack of on-ground coordination.
By 6.11pm, SMRT claimed the fault had been cleared, stating that train services were being “progressively restored.” This timeline was questioned by commuters, who noted ongoing delays and chaos at several stations. Further updates reduced the delay to 15 minutes at 6.15pm and to 10 minutes by 6.25pm, when SMRT asserted that normal services were resuming.
Commuters decry poor management
The disruption drew a wave of criticism from commuters who turned to social media to share their experiences.
At Orchard station, staff reportedly instructed passengers not to board the train on Platform A but failed to provide clear guidance on alternative options.
One commuter described the scene as “chaotic,” saying that many passengers were forced to board public buses instead of the promised shuttle services.
Another passenger, who had alighted at Newton station, claimed there was no signage or staff available to direct commuters to shuttle buses. This led to confusion and frustration as people scrambled to continue their journeys.
Social media comments also highlighted broader dissatisfaction with SMRT’s service quality. “Keep increasing fare, then give us sauna trains and stations, always having breakdowns. Time to reduce fare lah,” one user wrote.
Others pointed to delays at stations not directly affected by the fault, such as Sembawang, where passengers reported waiting times that further aggravated an already disrupted commute.
One commuter summed up the evening’s challenges by saying, “Raining non-stop, train fault, omg. Today really a messed-up day.”
SMRT’s response under scrutiny
While SMRT’s claims of “progressive restoration” of services were intended to reassure commuters, the accounts from passengers on the ground suggest a disconnect between official updates and the reality of the situation.
The operator has not yet addressed the specific issues raised, such as the lack of guidance for shuttle buses or staff unavailability at key stations.
This disruption is the latest in a series of incidents that have raised questions about the reliability of Singapore’s public transport system, particularly during peak hours. Despite significant investments in infrastructure, such breakdowns continue to erode public confidence.
The Land Transport Authority (LTA) of Singapore initiated a comprehensive investigation into the disruption of services on the East-West Line that occurred between Jurong East and Buona Vista stations from 25 to 30 September 2024.
On top of that, SMRT, the Land Transport Authority (LTA), and French train manufacturer Alstom are investigating three disruptions that occurred on the Thomson-East Coast Line (TEL) within a week. Engineers are examining the root causes of the incidents on 27 December, 29 December, and 2 January.
Commuters have long called for better contingency planning and transparent communication during such events. While SMRT acted swiftly to issue online updates, its response on the ground appears to have fallen short.
As frustration grows, there is increasing pressure on transport operators and regulators to not only improve the technical reliability of the system but also ensure effective management of disruptions when they occur. Without tangible improvements, commuter dissatisfaction is likely to persist.
