Commuters shouldn't be penalised when ez-link system
breaks down
I refer to the letter 'Passengers must use cash to pay fare when
ez-link system is down' (ST Online Forum, Oct 13).
A majority of commuters pay their fares by using the ez-link card.
In the event of a breakdown in the system on the bus, they are
required to pay the fare in cash instead.
Commuters end up paying more since the fare is higher for cash
payment compared to ez-link for the same fare stages.
Furthermore, if the passengers don't have coins in the right
denomination, they end up paying more when they can't get back the
change.
Hence the question is, will the transport company be motivated to
maintain the ez-link system well, since its takings will be higher
with cash fares?
The transport company has a duty to ensure that its ez-link system
is functioning properly.
Commuters should not be penalised in any way as a result of the
system's failure.
It has become a trend that whenever there are problems in public
transport, the buck is often passed back to the commuters. This is
not right as it is against the public interest.
This has to stop. I hope the relevant authorities can step in to
clarify this.
Aw Chon Wai
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Let bus passengers ride for free when ez-link system
doesn't work
Ms Dawn Low of SMRT Corporation stated in a letter to the online
forum on October 13 that "if the ez-link system on board a bus is
out of service, passengers would need to pay the fare in cash based
on the number of fare stages they travel."
It is the responsibility of SMRT, licensed to operate the public
transport system, to deliver the service expected. This includes
providing its passengers with the option of paying the fares in
cash or via the ez-link card.
The unavailability of the ez-link system on the bus constitutes a
failure to deliver the service.
This should be viewed as a serious lapse on customer service as
many commuters may not have the exact fare for the journey. They
may have to pay more in cash because of this.
As SMRT is one of the two companies operating the bus service, the
public is at its mercy when the company fails to deliver. This is
an intolerable situation.
It is ridiculous that the public should be paying for the service
failure of SMRT.
For its lapse in service, SMRT actually stands to gain extra
revenue rather than lose revenue.
What incentive is there then for SMRT to ensure that its ez-link
service is functioning properly at all times?
The Land Transport Authority should consider penalising public bus
companies and close this loophole.
Public bus companies should be made to carry the passengers without
charging them when it is their fault that they cannot accept a
valid mode of payment with the ez-link card. This disincentive
should keep them on their toes.
Chen Junyi
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Take bus off the road when card system fails. Otherwise
it's unfair to commuters
Bus commuters have just learned from SMRT that when "the ez-link
system on board a bus is out of service, passengers would need to
pay the fare in cash based on the number of fare stages they
travel" (ST Online Forum, Oct 13).
The ez-link system was introduced in 2002 as part of the
government's drive towards a cashless society.
Since then, commuters have been deprived of alternative fare
payment methods on buses except by paying in cash.
But cash payment is not really an "alternative" since commuters are
charged a higher fare when they do this.
For commuters, cash payment is a fallback option when they have
problems paying the fare with their ez-link cards. They usually pay
with the ez-link cards to avoid paying a higher fare.
Thus it is wrong for the company to demand cash as a fallback
position when the ez-link system on the bus breaks down.
There is a danger of abuse when the ez-link system is deliberately
made to malfunction and this obliges commuters to pay a higher fare
with cash. This will result in higher revenues for the
company.
Furthermore, commuters are unjustifiably penalised for a service
flaw.
Commuters are compelled to either pay the higher fare in cash, or
suffer productivity loss by waiting for the next bus.
So where is the responsibility of bus companies to maintain an
acceptable level of service standard?
When the ez-link system is not working properly, the bus should not
be deployed. And if the ez-link system breaks down in mid-journey,
commuters must be offered a more equitable alternative.
Bus companies need to be able to handle such contingencies.
It is imperative that the Public Transport Council addresses this
issue with the bus companies.
Law Sin Ling
http://straitstimes.asiaone.com/portal/site/STI/menuitem.c2aef3d65baca16abb31f610a06310a0/?vgnextoid=f832758920e39010VgnVCM1000000a35010aRCRD&vgnextfmt=vgnartid:1106101d6704e010VgnVCM100000430a0a0aRCRD
