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NEL Train Fault Shouts Lack Of Crisis Communication

The North-East Line train fault of 11 April 2018 was my virgin experience of a rush hour train fault since I moved to Punggol.

One would have thought that with the number of train faults experienced by the North-East Line operator, SBS Transit, they would have improved the communications and handling of train faults. However, my personal experience told another story.

First, there were no announcements at the Punggol LRT stations of the train fault even though SBS Transit manages them.

The train fault was reported as early as 7.10am as I had a friend who was also stuck in the train. I boarded the LRT at Coral Edge around 7.30am and I didn't hear of any announcement nor was there any signage to inform me o the train fault at Punggol Station.

Second, the announcement kept saying that there would be a 15 minutes delay, but 15 minutes passed and the trains, on both side, wasn't moving. If the announcement would be more frank to say it will be a longer delay, commuters would have been able to make the decision to look at alternative transport.

Finally, while the Train Station Managers were doing their best to manage the commuters, it seem to me they will unprepared for managing the train fault. Maybe more crisis training for them would help improve their communication and reaction to handling train faults.

Note - Grab surged to SGD56 from Punggol to my work place in AMK.  For SGD56, I could buy a plane ticket for Singapore to KL.


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