Sorry for refund lapse: SMRT

WE HAVE standard procedures in place for refunds, and we apologise that there was a lapse in administering this procedure ("MRT fire: Refund offer insincere" by Mr Lam Zhao Yao; Forum Online, Feb 19).

We have since contacted Mr Lam and are assisting with his fare refund.

Passengers who are affected by train disruptions and are seeking fare refunds can bring along their Cepas cards to any SMRT station for our staff to assist them in verifying the claim and processing the refund.

Passengers may have to fill in a refund request form at the station or submit the request online at www.smrt.com.sg/feedback.aspx, providing their Cepas card number for verification.

Bernadette Low (Ms)

Acting Deputy Director, Corporate Marketing and Communications

SMRT Corporation