At about 6.50pm that day, a technical fault developed on an eastbound train at Kembangan MRT Station and it was unable to continue service. As part of our operating procedure, passengers in the rear train at Eunos MRT Station were asked to disembark so that the train could be used to haul the defective train to a nearby depot. There were in-train and station announcements, and station staff on site to inform passengers on the train service arrangements. There were also a couple of announcements made to communicate the changes in train services. We are sorry that these may have created some confusion among passengers. However, we wish to clarify that apologies for causing inconvenience to passengers were conveyed in our station announcements.

During any service delay, SMRT is mindful of the need to minimise waiting times and provide timely updates to commuters. As these take place within minutes from the time a fault is reported, our primary approach is therefore to assess the situation, impact on train services and course of action before communicating any information. We agree that there is room for improvement and we are constantly looking at improvements to achieve a higher level of service for our passengers.

Kuek Chor Ling (Ms)

Manager, Corporate Marketing and Communications

SMRT Corporation Ltd