Commuters experienced confusion and frustration during recent disruptions to train service, despite efforts by volunteers and staff to redirect them, according to a tunnel engineer with the Land Transport Authority (LTA). Many continued to attempt to board trains even after being directed to shuttle buses.
Responding to Criticism of Staff Deployment
Rain Yong, a tunnel engineer who volunteered for four shifts at Paya Lebar and Buona Vista stations, noted that while most commuters were understanding, some expressed frustration with the altered routes.
“They aren’t able to take their usual way, and they get very confused,” said Ms. Yong, who is in her thirties. “Even with the news (of the disruption), they’re still very confused about what happened at the station.”
Some online feedback questioned the number of volunteers and staff deployed, and complained that loudspeaker instructions contributed to congestion. Ms. Yong responded that the deployment was necessary for managing peak-hour crowds, particularly for passengers with mobility challenges.
“When you are moving against the crowd, it’s actually very dangerous for them. It is our role to help marshal them,” she said.
LTA officials stated that loudspeaker announcements were most crucial in the initial days of the disruption and were subsequently reduced in frequency. “We have also given feedback for the loudhailers to be softer or for the automatic announcements to not be played so frequently,” said an LTA representative, Mr. Lim.
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