SINGAPORE – Commuters bracing themselves for a smooth journey on the East-West Line (EWL) faced another day of chaos as train services between Jurong East and Buona Vista MRT stations remained suspended on September 26.

The turmoil stems from a traction power fault that triggered service disruptions the previous day, leaving many commuters scrambling for alternatives.

In a bid to keep passengers informed, transport operator SMRT has been actively posting updates on social media. Their latest announcements revealed that shuttle train services are operational between Boon Lay and Jurong East MRT stations, as well as from Queenstown to Buona Vista.

Additionally, bridging bus services have been made available along the disrupted route, and free regular bus services are running between Boon Lay and Queenstown.

“Please assist fellow commuters, especially those with special needs,” urged SMRT, emphasizing the importance of community support during this challenging period.

They also advised passengers to adhere to station staff instructions to navigate the disruptions effectively.

Adding insult to injury, a heavy downpour starting around 8 a.m. compounded the chaos.

Station staff worked tirelessly to shield commuters from the rain, guiding buses to park closer to bus stops and extending a helping hand to passengers requiring wheelchair assistance.

Commuters Face Frustrating Delays

Travel times skyrocketed for several commuters, with a team from The Straits Times reporting a whopping 90 minutes required to travel from Jurong East to Redhill using a mix of shuttle bus, shuttle train, and regular train services—a route that would usually take just 21 minutes under normal circumstances.

Many riders, like 56-year-old Ms. Wong, adapted their routines to accommodate the delays.

“I left home at 5:25 a.m., an hour earlier than usual, due to the disruption,” she shared.

"I’m anxious about making my scheduled pick-up at 6:55 a.m., but the lack of information is concerning."

In an attempt to ease uncertainties, SMRT monitored inquiries on its Facebook page, responding to desperate commuters asking for guidance on travel routes as early as 4 a.m.

The ground-level confusion became evident at Queenstown, where many passengers mistakenly assumed they could use bridging bus services directly from the station, only to find they had to first take a train to Buona Vista.

Instances of increased crowding around MRT staff for support were rampant, with some riders opting to confirm details before boarding.

By 9:50 a.m., ride-hailing services like Gojek and Grab were virtually inaccessible for those headed to Buona Vista MRT station, citing emergencies affecting the area's transport situation.

Moreover, navigating through MRT stations became a daunting task, particularly at Jurong East, where announcements did not clarify train destinations, leading to further confusion among commuters stuck in limbo.

Commitment Amidst Chaos

SMRT’s commitment to assisting commuters was evident, with Mr. Lim from SBST ensuring their buses were deployed to support bridging services.

"I wanted to be on the ground to ensure everything was moving properly," he explained.

Despite the challenges, many commuters expressed gratitude towards SMRT staff for their on-the-ground assistance.

Ms. Nayagi Govindasamy, 66, who navigated the chaos from Buona Vista to Jurong East, lauded the station staff's effective directions: “They make it easier during this mess. It’s commendable!”

What Went Wrong?

On September 25, the trouble began when an eastbound train encountered a fault near Clementi MRT station.

A subsequent power trip halted another train between Queenstown and Boon Lay, leading to extended disruption.

SMRT's first notification of the issue was shared shortly after 9:50 a.m. on their Facebook page, followed by an update that normal services would not resume for the remainder of the day.

As recovery efforts persisted overnight, the Land Transport Authority (LTA) reminded commuters to seek alternative transport and keep an eye on updates via SMRT’s and LTA’s social media and apps.

The timing of the MRT disruption couldn’t have been more unfortunate, coinciding with the first day of written examinations for Primary School Leaving Examination candidates.

SMRT extended its apologies for the disruption and expressed gratitude to the public for their understanding and patience throughout the ordeal.

With heavy rain, unexpected delays, and confusion reigning supreme, it’s a sobering reminder of the challenges that sometimes come with urban commuting.

Will commuters be better prepared for the next disruption? Only time will tell!