Firstly, we would like to apologise to both Ms Chin and her father for the trouble he faced in attaining a refund on the rental of the cards for the passes purchased for his foreign guests.

We have been in touch with Ms Chin since Jan 15 to resolve this matter. Concurrently, we are also looking into the matter to investigate and improve in areas where there are apparent lapses in communication to ensure that all ground staff are made aware of the product so that they can handle such queries better in future.

We would also like to clarify that Ez-link and its authorised sales agents will continue to honour all refunds on card rental deposits of The Singapore Tourist Pass as long as they are returned within five days of issuance. It is not necessary to seek approval from the Singapore Tourism Board on refund matters.

We would like to thank Ms Chin for her feedback.

Gregory Danker

VP Marketing & Communications

EZ-Link Pte Ltd