SINGAPORE, December 2025 — Effective communication during service disruptions is crucial for maintaining passenger trust and satisfaction in urban rail networks. Singapore's Land Transport Authority (LTA) and its rail operators, SMRT and SBS Transit, are implementing a refined strategy to address minor disruptions more efficiently.

Under the new approach, rail operators will prioritize localized communication directly at stations for MRT delays expected to last less than 30 minutes. This shift moves away from generic travel time updates, which have been found to be less effective, towards more targeted information for passengers directly affected by the disruptions. Additionally, efforts are underway to provide more accurate journey time estimates online, tailored to specific passenger locations and destinations.

This change is a direct response to commuter feedback highlighting the inadequacy of broad updates, which could lead to unnecessary confusion or inconvenience. By focusing on station-level alerts, operators aim to provide more relevant and timely information, thereby improving the passenger experience during minor service interruptions and reducing the likelihood of commuters making unnecessary detours.

The initiative is guided by recommendations from a rail reliability task force established to improve responses to service disruptions. This task force was formed following a period of increased delays, prompting a review of communication protocols to better manage passenger expectations and provide clearer guidance.

This strategic adjustment in communication practices underscores a commitment to enhancing operational responsiveness and customer-centricity within Singapore's public transport system, aiming to build greater confidence and smoother journeys for daily commuters.

Source: The Straits Times