A Reply from SMRT!

------------------------

Without Prejudice

Our Ref: BS-CT-0905-0098

Dear Ms Lim

Thank you for your feedback on service 855.

We wish to share that when a bus break down, affected passengers will be given a complimentary ticket each. On top of that, the Service Leader has to cancel the ride for ez-link card users. However, if the ez-link machine breakdown, no complimentary ticket will be issued. We have since counselled the Service Leader involved and reminded her to follow the standard operation procedures. We have stressed to Service Leader concerned that such incident need to be manage in a more professional and tactful manner.

We also like to seek your understanding that when accident happen bus service will be disrupted. Please be assured that SMRT takes all feedback seriously and when it involves a complaint against our staff, a thorough investigation is conducted and if the staff has indeed committed a service lapse, we will take the necessary corrective or disciplinary action. The necessary disciplinary actions will be taken against drivers who flout rules and feedback against drivers will be recorded and taken into consideration during their performance review with SMRT Buses. We will continue to monitor the service leader performance closely to ensure that this service leader meets our service standards.

Ms Lim, we sincerely apologize for your experience and thank you for highlighting the incident to us.

Yours sincerely,

Corporate Marketing and Communication

SMRT Corporation Ltd
------------------------
Oh? That is all, no complimentary one month's ride. Why is our bus system monopolized by SMRT? WHY?!