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FAQs

Photography and filming of video within SMRT premises

Can I take photographs or videos within SMRT bus interchanges?

Yes, if it is for personal use and all photographs and/or videos are taken at public access areas for non-commercial purposes.

If you are using the photographs and/or videos for commercial or any other purposes such as academic projects, media productions or wedding photoshoots, please obtain our written consent before proceeding with your photography and/or filming.

How do I obtain the necessary clearance?

You may send your request to customer_relations@smrt.com.sg, indicating clearly the date and time, specific venue, purpose of your filming or photography session, duration, size of crew and list of equipment involved. You should also provide a synopsis, script and storyboard for approval. A minimum of fifteen (15) working days is required to review your request to carrying filming or photography. This includes facilitating necessary clearances with the departments and authorities before we are able to assist with arrangements for the filming or photography session.

SMRT can refuse permission to film or photograph in our network without providing specific reasons, but we will normally offer advice on how your script can be worked to obtain approvals. There may be fees imposed on filming or photography of a personal/ commercial/ trade nature. 

 

Are there any others details I need to take note of?

Filming and photography can be done only on weekdays, excluding Public Holidays, and between 10am and 4pm.

It must not cause inconvenience and/or danger to all SMRT staff and passengers, or hinder passenger movement within SMRT premises. 

In the event of any dispute, decisions and actions taken by our station and security staff shall be final.

What about filming and photography onboard SMRT buses? Is it allowed?

Yes, if it is for personal use and all photographs and/or videos are taken at public access areas for non-commercial purposes.

 

 For more information, please write to

Bus-plus@smrt.com.sg

Aircon in Buses

What is the temperature setting of the aircon in SMRT buses?

The temperature is set at 22 degrees Celsius. As we adopt eco-friendly practices whenever possible, we ensure the temperature we set strikes an optimal balance between your comfort and energy efficiency.

Why does it sometimes feel warmer?

The air-conditioning is controlled by thermostats that regulate and control the temperature in each bus. However, external factors such as longer stops at bus stops for passengers to board and alight, may result in hot air entering the vehicles. Higher passenger load during peak hours can also lead to warmer conditions. When this happens, it will take longer for the space to cool down and for the temperature to return to the desired level.

Can Bus Captains adjust the aircon temperatures?

No. The temperatures are pre-set. However, in some bus models, our Bus Captains can adjust the aircon fan speed to help circulate cool air within the bus. Some buses are fitted with an intelligent climate control system that automatically adjusts fan speed to circulate cool air during warm days, and bring the temperature to its optimal level.

How often are the aircons serviced?

On buses, aircon maintenance is carried out once every three months. The regime includes inspection, adjustment of compressors and blower motors, cleaning of aircon ducts, louvers, air filters, evaporator coils and condenser coils and topping up of refrigerant gas and lubricating oil. Any repairs or component replacements required are completed before the bus is sent out for passenger service. The cabin temperature is also checked with a thermometer to make sure it is within the optimal range.

What can I do if a bus aircon is faulty?

Please inform our Bus Captain immediately. You may also drop us a line with details of the faulty aircon.

Foldable Bikes in Buses

Can I bring my personal mobility device (PMD)/bicycle on board buses?

From 1 June 2017, commuters can continue to carry personal mobility devices (PMDs) and foldable bicycles on board public transport at all hours of the day.

There will be visual aids at bus interchanges to help commuters gauge if their devices fit the size limit.

Note: Bus drivers may not allow foldable bicycles on board if a situation does not permit them to be admitted safely and without inconveniencing other commuters.

Please refer to LTA’s announcement for more information.

What are the guidelines for bringing PMDs/foldable bicycles on buses?

Commuters who wish to bring their PMDs/foldable bicycles on buses can refer to LTA for more information.

Note that PMDs/foldable bicycles should be carried in an upright position.

Why must I fold my PMD/bicycle in the bus interchanges or on buses?

This is to prevent the devices from being a tripping hazard for other commuters.

Am I allowed to push my PMD/bicycle in the bus interchanges?

Yes, you are allowed to push your PMD/bicycle in the bus interchanges if it remains folded.

Why is only one foldable bicycle or PMD allowed on a bus? Are more devices allowed if the bus is empty?

Unlike a train, the available space on a bus is more limited. Hence, it will be more challenging to accommodate more than one foldable bicycle/PMD without inconveniencing other commuters, especially during peak hours. We will monitor the outcome of the trial before reviewing this requirement.

Bus Schedules

Buses seem to be moving at a slower speed. Why is this so?

Buses’ travelling speed is monitored and regulated so that buses arrive at bus stops as scheduled. 
 

Varying traffic conditions may result in buses being ahead of or behind schedule. For the benefit of passengers at the next bus stop, Bus Captains may regulate their speed in order to adhere closely to the bus schedule and also ensure that the headway between buses is kept constant.


Sometimes, two buses of the same service arrive at the bus stop at the same time. Why does this happen?

Traffic conditions, as well as other factors such as road closure, weather and accidents, affect bus schedules. Buses may end up ahead of or behind schedule as a consequence. Two buses of the same service may arrive at the bus stop around the same time as a result of one bus being delayed or reaching the bus stop a little earlier than scheduled.

Rest assured that buses are monitored and travelling speeds are adjusted to keep to the planned bus schedules, so commuters can enjoy a smooth and pleasant journey.

 


 

SMRT Wheelchair Accessible Bus (WAB) Services

Boarding and alighting a WAB service

As part of our effort to create a more inclusive transport system, SMRT Buses has 245 wheelchair accessible buses (WABs), with plans to increase this number in the coming years. The WAB services are distinguished with a blue icon of a passenger-in-wheelchair displayed at the front of the bus. Two large decals are also placed at the front doors of WAB services advising other passengers to be patient while our Bus Captain serves the passenger-in-wheelchair first. Each WAB service can accommodate 1-2 passengers-in-wheelchair.

What should a passenger-in-wheelchair do if he intends to board a WAB service at the interchange?

A passenger-in-wheelchair can locate the special boarding berth at the interchange by following directional signs with the blue icon of passenger-in-wheelchair. Upon reaching the special boarding berth, the passenger should use the call button to speak to interchange staff for assistance. The passenger should indicate which WAB service he wishes to board, and staff would assist him to board the bus when it calls at the berth.

How does a passenger-in-wheelchair board the WAB from a bus stop?

The commuter will be able to board the bus with the help of our Service Leader. Our Service Leader will do the following:

 (a) Stop the bus closer to the kerb at the bus stop 

(b) Allow other passengers on board to alight first 

(c) Bring down the ramp at the exit door for the passenger-in-wheelchair to board the bus 

(d) Ensure passenger-in-wheelchair is secured in his seat 

(e) Help the passenger-in-wheelchair to tap his ez-link card or slot the fare into the coin box before stowing the ramp to its original position 

The Service Leader will then open the front door to allow other passengers to board the bus, and continue the journey.

If a WAB service is crowded, how can a passenger-in-wheelchair get on the bus?

We seek the cooperation of passengers on board to make space for the passenger-in-wheelchair. We also seek the understanding of our passenger-in-wheelchair to wait for the next WAB should the bus be too crowded to board.

What do passengers-in-wheelchair do when they wish to alight from the bus?

He/she should press the blue button located at the left hand side bar in the bus.

Can other passengers on board help to operate the ramp?

No. Due to safety reasons, please seek help from our Bus Captains who will operate the ramp for passengers-in-wheelchairs when boarding or alighting.

How do commuters obtain information on the estimated arrival time of WAB services?

 

Please refer to the Bus Arrival Timing. As far as it is operationally possible, we will ensure that every alternate bus on a WAB service is wheelchair accessible.

What if more than one passenger-in-wheelchair wants to board the same WAB service?

Each of our WAB can accommodate two passengers-in-wheelchair. For safety reasons, we seek the understanding of the third passenger-in-wheelchair to wait for the next WAB. As far as it is operationally possible, we will ensure that every alternate bus on a WAB service is wheelchair accessible.

Are all bus stops along the WAB service routes wheelchair accessible?

More than 90 per cent of the bus stops along the WAB service routes are wheelchair accessible.

Will the WABs be plying non-WAB service routes? If so, how do passengers-in-wheelchair distinguish if they can board the WAB?

Yes, our WABs may ply non-WAB service routes. Look out for the blue icon of a passenger-in-wheelchair displayed at the front of the bus. These decals will be removed from a WAB that is running on a non-WAB service route. There are a few ways that passengers can find out more about SMRT WAB services.

At the bus interchanges, refer to information available, ask our bus interchange staff for assistance or proceed directly to the special boarding berth by following the blue icon.

How long does it take for a passenger-in-wheelchair to board or alight a WAB?

Typically, it takes about four minutes for a Bus Captain to assist a passenger-in-wheelchair to board or alight from the bus. We appeal to commuters on board and at the bus stop waiting to board the bus to be patient while our Bus Captain attends to the passenger-in-wheelchair.

Will this affect the arrival time of the bus service?

Bus schedules will not be affected as we have made provisions for passenger-in-wheelchair activities. However, we appeal for understanding that if passenger activities are heavier than usual, slight delays may occur.

Can commuters with prams or trolleys use the ramp on a WAB service?

The ramp in our WAB is designed specifically to accommodate passengers-in-wheelchairs. As our WABs are designed with low floor boards, they should be able to accommodate the needs of commuters with prams or trolleys without the need to use the ramp. We seek the understanding of our passengers to ensure that their prams or trolleys are folded and stored away properly so that they do not block the bus aisle.

Why is there a step at the rear of WABs?

The new WABs have a low floorboard and flat surface in the front portion to facilitate the boarding of passengers-in-wheelchairs. Our WABs are also designed with a kneeling device that can lower the front entrance of the bus or the whole bus, making it easier for the elderly and less mobile to board.

 Due to the design of such low floorboard buses, it is necessary to include a step at the rear of the bus to accommodate the engine compartment. We would like to assure you that our buses are in compliance with the necessary regulations and have undergone stringent checks.

Open Strollers on Public Buses

Open strollers were not allowed on buses in the past. Why are they now allowed on buses?

We understand from feedback from parents and caregivers that having to fold strollers to board buses is a significant obstacle for them to use public buses. Open strollers are now allowed on buses in an effort to create a public transport network that is more accessible, convenient and user-friendly for all, including families with young children. Parents/caregivers are responsible for the child’s safety throughout the journey.

Why are open strollers allowed on non-wheelchair-accessible buses (non-WABs) as well? Is there enough space?

Parents and caregivers are strongly encouraged to bring open strollers on WABs, as they are designed for easier boarding and have more space available. Non-WABs do not have any designated wheelchair space to stow the strollers, which may cause obstruction and inconvenience to other passengers. However, we would like to give parents and caregivers flexibility to board a non-WAB if the available space permits and the stroller can fit through the door and aisle. Parents and caregivers may be asked by the bus captain to fold the stroller if there is insufficient space, or if the stroller is causing obstruction.

Can the parents/caregivers request to use the ramp if they have difficulties in bringing the open stroller onto the bus? Why?

The ramp is catered specifically for passengers in wheelchairs. However, the bus captain has the discretion to deploy the ramp if he/she finds it unsafe for the parents/caregivers to carry the open stroller onto the bus without using the ramp. 

If the parents/caregivers have difficulties in bringing the open stroller onto the bus, can they approach the bus captain for assistance? Does this mean more work for the bus captain?

Parents/caregivers can approach the bus captain if they require assistance. We do not expect there to be undue impact on the work load of the bus captain. However, as the journey may be slightly delayed due to the boarding and alighting, we seek the understanding of the other commuters to help create a more inclusive public transport system to cater to the needs of various commuter groups. 

If there is already an open stroller on the bus, will another open stroller be allowed?

Depending on their sizes, it is possible to have more than one open stroller at the designated wheelchair space of a Wheelchair Accessible Bus (WAB). Should there be insufficient space, the bus captain can request for the subsequent parents/caregivers to fold their strollers. Parents/caregivers are responsible for the child’s safety throughout the journey.

If there is already a wheelchair on the bus, will an open stroller be allowed?

An open stroller is allowed on the bus provided there is sufficient space available in the designated wheelchair space. Should there be insufficient space, the bus captain can request for the parents/caregivers to fold their strollers. Passengers-in-wheelchair will be given priority on WABs. For safety reasons, we seek the understanding of parents with open strollers to wait for the next WAB if there is insufficient space in the designated wheelchair space, in our efforts to promote a more inclusive public transport system.

What are the guidelines for bringing open strollers on buses?

Parents/caregivers who wish to bring open strollers on buses can refer to LTA for more information.

Who is liable for injuries, if any, to the child in an open stroller?

With parents/caregivers boarding/exiting buses with open strollers, buses may not be able to leave the bus stop so promptly. The open strollers may also cause more crowdedness, and inconvenience to other passengers. Are there any measures to manage these?

To minimise inconvenience to other passengers, open strollers should be placed in a way that minimises obstruction to other commuters, for example, at the designated wheelchair space where available. If the bus is already crowded, the bus captain may request for the parents/caregivers boarding the bus to fold their strollers. However, the journey may be slightly delayed due to the boarding and alighting and we seek the understanding of the other commuters to help create a more inclusive public transport system to cater to the needs of various commuter groups.

Personal Mobility Aids on Public Buses

What is a Personal Mobility Aid?

A Personal Mobility Aid (PMA) is a mobility device (with at least 3-wheels) that assist a physically-challenged person to travel. Wheelchair and mobility scooters are some of the common PMAs.

Can I board a public bus with Personal Mobility Aid?

For your own safety, you are only allowed to board wheelchair-accessible buses (WABs) with your wheelchair or personal mobility aid. The WABs are designed for easier boarding and have more space available. They can be recognised by the wheelchair decal displayed on the front windscreen.

What size of Personal Mobility Aid is allowed on wheelchair-accessible public buses?

The wheelchair/Personal Mobility Aid (PMA) should not exceed 1,200 mm (length) and 700 mm (width). The total weight of the wheelchair/PMA and its user should also not exceed load limit of 300kg for the safe operation of the ramp.


Passenger using wheelchair/PMA is advised to board wheelchair-accessible buses as they are designed for easier boarding and have more space available. They can be recognised by the wheelchair decal displayed on the front windscreen.

Can I use the wheelchair ramp to board the bus with my Personal Mobility Aid?

Yes, the ramp is catered specifically for passenger in wheelchair and passenger using Personal Mobility Aid.

How do I board the bus with Personal Mobility Aid?

Passenger using wheelchair/Personal Mobility Aid will be assisted by the Bus Captain to board the bus
from the rear door.

At bus interchanges, please wait at the priority queues/zones or next to the queues. Passenger in
wheelchair/Personal Mobility Aid (PMA) will be given priority, followed by parent/caregiver with stroller
and then other passengers.

At bus stops, passenger in wheelchair or with PMAs will be given priority and the remaining passengers will board
on a first-come, first-served basis.

Can passenger in wheelchair or with Personal Mobility Aid board and alight at all bus stops?

Most of the bus stops in Singapore are wheelchair accessible but some of them (such as those located
at five-foot ways) may not be barrier-free/wheelchair accessible. Due to safety reasons, passenger in wheelchair and with Personal Mobility Aid will not be allowed to board and alight at these bus stops. For such situation, signage
has been installed to enable passengers to identify an inaccessible bus-stop (please see below).

If there is a passenger in wheelchair or with Personal Mobility Aid waiting for the bus or already in the bus, can I still board the bus with the Personal Mobility Aid?

It depends on the number of designated wheelchair space available on the bus. If there are two designated
wheelchair space on the bus and one of them is unoccupied as in this case, you may board the bus. However, if there is only 1 designated wheelchair space and it is already occupied by another passenger in wheelchair or with Personal Mobility Aid, please wait for the next wheelchair-accessible bus.

How do I position my Personal Mobility Aid safely in the designated wheelchair space?

Passenger using wheelchair/Personal Mobility Aid (PMA) will be assisted by the Bus Captain to board the bus
from the rear door. Similar to a wheelchair, the PMA shall be positioned facing the rear of the bus in the designated wheelchair space, with the brakes applied. Passenger in wheelchair or with PMA should hold onto the handrails at all times.


Wheelchair/PMA should not be positioned along the aisle or in any other location that obstructs the entry/exit of passengers on the bus.

What should I do if the bus is crowded when I am going to board the bus with Personal Mobility Aid?

If the bus is very crowded and there is no space for the Personal Mobility Aid in the designated wheelchair space, we seek your understanding to wait for the next wheelchair-accessible bus.

Why are priorities accorded to passengers in wheelchair and passengers with Personal Mobility Aids travelling on public buses?

Public transport is essential for passengers with mobility difficulties and existing medical condition to live independently. We seek your understanding and patience to help create a more accessible and inclusive public transport system to cater to the needs of various commuter groups such as passenger in wheelchair or with Personal Mobility Aid.