We would like to share with the public that most claims (more than 70 per cent) arise from incorrect use of ez-link cards. Some commuters tap the card at the wrong time or forget to tap when they alight. To address this, TransitLink has launched a public education programme on the correct use of the ez-link card. This has resulted in claims for refunds significantly reduced.

Fare stages on bus services are updated automatically by the vehicle location system. By design, system faults are already kept as low as practicable. Nonetheless, incorrect fare charging can arise from incorrect fare stages being updated and as a result, under- or over-deduction could occur. Public transport operators do not gain from system faults. They cannot recover from commuters for any undercharging of fares. On the contrary, they have to absorb revenue loss from such undercharging, while commuters can claim full refund of fares when overcharged.

Commuters may check their last 20 ez-link card travel transactions at any add value machine or general ticketing machine.

For the convenience of commuters, TransitLink provides various channels to file a claim:

Toll-free TransitLink hotline 1800-CALL ONE (1800-

2255663), open from 8am to 6pm daily and closed on public holidays (leave voicemail after operating hours);

TransitLink website www.transitlink.com.sg under Customer Claim; and

Any TransitLink ticket office.

The claim will be investigated. For valid claims, refund will be given after five working days and will be valid for three months.

For more information, commuters may log on to www.transitlink.com.sg or call our toll-free TransitLink hotline.

Kathryn Lau (Ms)
Assistant Corporate Communications Manager
TransitLink