A tense situation unfolded at Clementi Mall this week when scores of shoppers found themselves trapped in the basement due to an escalator fault, sparking frustration and even calls to the police. The drama began on Tuesday afternoon (1 July) during the busy lunch period when the only up-riding escalator was shut down for maintenance, leaving the crowd with no easy way out.
According to a netizen named Jake Tan, who shared the ordeal on Complaint Singapore’s Facebook group, the basement quickly became overcrowded as shoppers realised they could not ascend. Many were workers eager to return to their offices, others were rushing for appointments, and some were delivery riders burdened with orders of food and drinks. The down-riding escalator continued operating, further complicating the situation.
Security Struggles to Manage Swelling Crowd
A female security officer on-site tried to manage the growing crowd by directing shoppers to the two available lifts. However, with a limited lift capacity and slow turnover, the queues became alarmingly long, and frustration boiled over. Some shoppers were seen pacing anxiously between the escalators and lifts, while others questioned why there were no stairs available as an alternative escape route.
Efforts to calm the crowd included requests for the security officer to switch off the downward escalator, allowing people to climb up manually. However, she declined to do so, citing safety protocols. This decision triggered anger, with some individuals resorting to shouting insults, and at least one person reportedly called the police in desperation.
Escalator Restored Before Police Arrival
Fortunately, maintenance on the faulty escalator was completed within about 30 minutes, easing the crowd’s tension as shoppers were finally able to leave the basement. While the incident was resolved without injuries, many expressed concerns online about the mall’s preparedness for emergencies.
Jake Tan questioned whether Clementi Mall’s management had considered the safety implications of leaving large numbers of people stranded in a confined space. He highlighted that in the event of a fire or other emergency, the inability to evacuate quickly could have posed serious dangers.
Mall Management Responds to Public Concerns
In a statement to the media, a Clementi Mall spokesperson confirmed that the escalator had developed a fault and was taken out of service “for safety reasons.” Security personnel were deployed to guide shoppers to the lifts, and the escalator was repaired and restored on the same day.
The mall thanked the public for their patience and understanding but did not address whether alternative evacuation options, such as using the down escalator as an emergency route, could have been implemented.
This incident underscores the importance of robust shopping mall safety measures and effective crowd management strategies, particularly in busy urban centres like Singapore. As shoppers continue to flock to malls, ensuring reliable access routes and clear communication during unexpected disruptions remains essential for public safety.