World Class Seat from SMRT.
Bed bugs on bus
Letter from Cheah Boon Loon
IN JANUARY last year, I travelled on
SMRT’s bus Service 61. After the bus ride, I
experienced extreme itchiness in my mid-torso and I noticed a
series of insect bites. I assumed it was some allergy and paid no
attention to it, but minutes later, another series of extremely
itchy insect bites started to appear around my chest.
.
In the end I caught a tiny insect which I later confirmed was the
nymph of a bed bug. I had to seek medical advice as apparently I am
allergic to bed bug bites and the bites swelled up
considerably.
.
I submitted my feedback to SMRT informing
them of the infestation on that bus and requested they clean out
the bus to eliminate the bed bugs. The customer relations officer
informed me that the bus would be scheduled “back to the depot for
a thorough check on its cleanliness”.
.
Aware that bed bug infestations can occur on seemingly clean
places, I told the officer that merely scheduling the bus back was
unacceptable as many more passengers could have travelled on the
bus before it returned to the depot, and meanwhile the infestation
could spread. I was brushed off and they insisted on keeping the
bus in service until it was due back for cleaning.
.
On Dec 17, I again experienced a series of bed bug bites on my neck
after travelling on SMRT bus Service 853.
This time, it was an adult bed bug (see attached picture) that was
the culprit.
.
Again I informed SMRT of the bed bug
infestation, making reference to the earlier complaint. There was
no response to my latest feedback from SMRT.
.
On Dec 22, I decided to escalate the matter by writing to the
Public Transport Council (PTC). Kudos to PTC
for replying to my feedback on Dec 24, urging SMRT to take relevant actions. However, to date — more
than half a month later — I have yet to get any response from
SMRT.
.
The impression I got from this public transport service provider is
that customer feedback is not taken very seriously.
.
Bed bug infestations can be a nightmare to control. In some
countries, if a customer suffers bed bug bites from a service
rendered (such as in hotels or on public transport), the service
provider will be held liable and open to legal action, and the
necessary hotel room or vehicle will be taken out of service to
ensure infestation does not spread.
.
Why does SMRT condone waiting for its
“cleaning schedule” to be met and risk more passengers falling
victim to these pests?
