Passengers Criticise Lack of Updates on TEL Delay - Social Media Communication Gaps Exposed

Passengers affected by the Thomson-East Coast Line (TEL) disruption on November 18 have expressed frustration over the lack of timely updates on SMRT's official social media channels, reigniting concerns about communication protocols during train service disruptions.

Social Media Silence

Despite the disruption causing 30-minute delays between Caldecott and Gardens by the Bay stations during morning peak hours, SMRT's social media pages remained silent on the issue. This absence of public information drew criticism from affected passengers who took to online platforms to voice their concerns.

Passenger Reactions

The situation gained significant attention on Reddit, with a post about the disruption attracting 98 comments from affected commuters. Many passengers expressed disappointment over the communication approach:

• "No updates on the official channels... We're just supposed to get to the MRT station, then realise there's a breakdown," one frustrated user commented.
• Another passenger questioned the threshold time for public announcements: "What is the threshold time before SMRT makes public announcements on delays and disruptions?"
• A more critical user suggested: "I've seen it enough to stop giving them the benefit of doubt... the announcements are managed, not for practicality but to manage the public's perception."

Communication Concerns

Passengers raised concerns about the transparency of SMRT's communication strategy, with some suggesting that announcements are carefully managed rather than immediately shared for practical passenger benefit.

The timing of communications also came under scrutiny, with commuters questioning how long disruptions take before being officially announced and how resolution times affect the decision to go public with information.

Information Gap

While announcement boards and public announcements were made at affected stations, the lack of digital updates meant many passengers only discovered the disruption upon arriving at stations, potentially causing unnecessary delays and inconvenience.

Looking Forward

The incident highlights ongoing challenges in how transport operators communicate disruptions in an era of instant digital communication. Passengers increasingly expect real-time updates across multiple platforms, especially during peak hour disruptions that affect thousands of commuters.

Transport authorities may need to review their communication protocols to ensure passengers receive timely information across all official channels, not just physical station announcements.