Have clear refund policies for train breakdowns

I saw many commuters queueing up at MRT stations to get a refund of their fares on Tuesday ("2 major MRT lines down for over 2 hours"; Wednesday).

With train breakdowns a common thing nowadays, there should be clear refund policies for such instances.

Many commuters did not manage to catch the free bus services on Tuesday evening, as there were none to be found, or it was not convenient for commuters to do so amid the chaos.

Do commuters have to ask for refunds themselves? And if they don't, will the refund just be forfeited?

There needs to be clear policies on how commuters are to be compensated for the inconvenience caused to them when trains break down.

Leslie Sun Zihao