Singapore’s major rail operator SMRT is under fire after commuters experienced lengthy delays on the North-South Line on 8 July 2025 — only to be officially informed much later about the track fault that caused it.
Commuters began sharing reports of stalled trains and overcrowded stations as early as 8.45am. However, SMRT only posted its first public advisory at 9.44am via its official Facebook and X (formerly Twitter) platforms, nearly an hour after the fault was believed to have occurred. In the notice, SMRT advised passengers travelling between Toa Payoh and Somerset to expect an additional 15 minutes of travel time due to a track fault near Orchard station.
Just 13 minutes later, SMRT claimed the issue had been resolved and services resumed. But by then, the damage to public trust had already been done.
Commuters Slam ‘Late and Downplayed’ Announcement
Frustrated commuters quickly took to social media, accusing the operator of both a delayed response and grossly underestimating the severity of the disruption. One individual who boarded at Yio Chu Kang around 8.50am said he only reached Raffles Place at 10am, calling SMRT’s “15-minute delay” statement misleading.
“It’s one hour—why you lie?” said another netizen. “My boss won’t believe me. I was supposed to reach by 9am, and now it’s nearly 10 and I’m still stuck.”
Reports also indicated prolonged travel times between Bishan and Newton, with some passengers spending over 45 minutes on a journey that usually takes 15. A commuter even claimed they had not reached Toa Payoh despite being onboard for over an hour.
SMRT Clarifies Timeline, But Doubts Remain
SMRT later clarified at 10.21am that the track fault had occurred around 8.45am near Orchard station. It added that engineers were deployed to investigate and ensure safety. The company apologised for the inconvenience and maintained that onboard and station announcements were made in a timely manner.
Despite these assurances, many remained unconvinced. Photos shared online depicted packed platforms and trains, further fuelling calls for greater accountability in how SMRT communicates disruptions.
This marks yet another incident in what has become a troubling pattern of rail service faults in 2025. In April, a platform screen door collapsed at Braddell station. In February, a malfunctioning engineering vehicle at Bishan Depot disrupted both the North-South and East-West Lines. In January, a separate fault delayed peak-hour travel from Marina South Pier to Bishan.
Calls for More Transparency and Real-Time Communication
As one of Singapore’s key public transport providers, SMRT is now being urged to invest more in real-time commuter alert systems and improve its crisis communication protocol. While the company insists announcements were made, the overwhelming feedback suggests they were neither prompt nor effective.
In a city that prides itself on efficiency, commuters expect accurate and immediate information — not vague estimates long after the inconvenience has begun. In the digital age, relying solely on sporadic social media updates no longer meets public expectations.
If incidents like these continue without meaningful change, SMRT risks further eroding commuter confidence — and damaging Singapore’s image as a leader in reliable urban infrastructure.