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FAQs

Food and Drink in Trains and Stations

Can I eat and drink in trains and stations?

No, it is not permitted. In 1987, the Rapid Transit Systems (RTS) Act was established by Parliament and it was declared that no food or drink was to be consumed in MRT trains and stations. If you do, you will be issued a notification of offence which carries a fine of up to $500.

To read the Rapid Transit Systems Act, click here

Why is eating and drinking not allowed?

It’s really for the comfort and safety of all commuters. We strive to keep our trains and stations clean, and you, as a commuter, play a very important role in helping ensure a comfortable ride for all.

Can I take a sip of plain water?

Drinking plain water, or any beverage for that matter, is not permitted because the beverage could spill and wet seats, soil other commuters’ belongings or cause a fellow commuter to slip and fall. Help us prevent any accidents in the network and maintain a clean environment, so that it would be a pleasant ride for all.

Can I breastfeed or feed my children?

For the comfort of other passengers, it is best to feed your children before entering our stations and bus interchanges. But we understand a hungry child needs to be fed, and we can make special arrangements for you within our premises. Please approach our staff for assistance.

What if I need to take my medication?

It’s best to take them before entering the MRT station. However, we can make special arrangements for you to consume your medication within our station premises. Please approach our station staff for assistance.

What if I have a medical emergency (eg. asthma, heart, panic attack) and need to take medicine?

Don't hesitate, take it immediately. We'll make exceptions in such emergencies, but do approach our station staff for help if you are not feeling well.

Who will issue the fine?

Under RTS Regulations, you will be issued a Notification of Offence by our station staff. In the following days, you will receive a Notice of Offence by the Land Transport Authority (LTA) to compound or settle your fine.

Can I make an appeal?

Yes, you can. LTA reviews and approves all appeals. You may contact them through the following channels: 

Hotline: 1800-CALL LTA (1800-2255 582)

Fax: 6553 5328/9

Email: feedback@lta.gov.sg

Address: Land Transport Authority, 10 Sin Ming Drive, Singapore 575701

Photography and filming of video within SMRT premises

Can I take photographs or videos within SMRT train stations and 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 Corpcomms@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 Trains and Buses

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

The temperature is set at 24 and 22 degrees Celsius, respectively. 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 train car or bus. However, external factors such as longer stops at stations and 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 Train and 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?

Once every three weeks and once every six months for trains. The former focuses on general preventive maintenance comprising functional and visual checks of the aircon system, while the latter consists of detailed checks on aircon components.

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 train or bus aircon is faulty?

Note down the train car number (it’s the four-digit number near the gangway between cars), date and time, and inform our station staff. For buses, please inform our Bus Captain immediately. You may also drop us a line with details of the faulty aircon.

Foldable Bikes in Trains and Buses

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

Bicycles may be brought on board trains and buses only if they are foldable.

In the six-month trial period from 1 December 2016 to 31 May 2017, LTA is working with public transport operators to allow commuters to bring their personal mobility devices (PMDs)/foldable bicycles on board trains and buses all day. There will be visual aids at train stations and bus interchanges to help commuters gauge if their devices fit the size limit.

Note: Station staff and 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.

For enquiries or feedback on the trial, you can contact LTA via 1800-CALL LTA (1800-2255 582), feedback@lta.gov.sg or SMS “77LTA” (77582).

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

Commuters who wish to bring their PMDs/foldable bicycles on trains and 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 train stations/bus interchanges, or on trains/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 train stations/bus interchanges?

Yes, you are allowed to push your PMD/bicycle in the train stations/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.

 


 

Sleeper Replacement Works

What is a railway sleeper?

  Railway sleepers are rectangular pieces of timber or concrete that support the rails upon which the train wheels run. Sleepers transfer the load of trains from the rails to the ballast, and help hold the rails upright and maintain the distance between rails.

Why do timber sleepers need to be replaced?

Timber sleepers are designed to last 15 to 25 years. They have to be replaced when they are near the end of their lifespan, or when they show signs of significant wear and tear. New sleepers will allow trains to move along the tracks smoothly and without the current speed restrictions. Passengers can look forward to safe, smoother and faster train rides.

Why are we switching timber sleepers to concrete sleepers?

Concrete sleepers have a longer lifespan of about 50 years. They are also more weather resistant than timber sleepers.

How long will the current sleeper replacement works take in each sector?

To minimise inconvenience to residents, we will keep replacement works along most sections to about six to eight weeks, depending on external conditions such as weather.

Are replacement works noisy?

Replacement works involve heavy machinery and can be noisy. We are deploying portable acoustic screens to mitigate some noise, and with the use of machinery to speed up the process, residents will experience fewer nights of inconvenience, compared to the relatively slower manual replacement process.

We are actively working with authorities to explore and implement further noise mitigation measures. In the meantime, drawing your curtains can be a simple but effective measure to block out some noise, while wearing ear plugs can further reduce noise during the several nights of replacement work.

Is there a better way to carry out the replacement works?

To minimise inconvenience caused to the public, replacement work will be done after operating hours.

Would there be sleeper replacement work during the school examination period?

We have already started identifying work sectors which are near housing estates. Work around those areas will be at the minimum during the school examination period.

Track Maintenance

Track Maintenance Programme

Track maintenance is an important aspect of SMRT’s rail operations, and it is done daily to ensure commuters can enjoy a safe and comfortable ride in our network. 

In the last few years, we have significantly increased the number of train trips to meet commuters’ demand for higher train frequency. This also means we have to step up track maintenance activities.

However, we assure residents living in affected vicinities that every effort is made to minimise inconvenience. 

To check if there are track maintenance activities in your district this week, please click here for the latest schedule. 

 SMRT’s MRT network consists of 257.8km of tracks, covering the North-South, East-West (NSEW) and Circle lines. About 74 per cent of tracks on the NSEW lines are above ground level, which means there is noise involved in maintenance works due to heavy machinery used. 

Tracks can only be maintained after passenger service hours. Any maintenance during passenger service hours will disrupt service and inconvenience commuters. When the train network closes, our maintenance staff have less than four hours (between 1am and 4.30am) to complete these works. 

Activities such as rail grinding and rail replacement involve heavy machinery, hammering, cutting and/or joining rails with use of a generator to provide power. Occasionally, we employ a Tunnel Ventilation Fan to provide ventilation for tunnel work. All these activities can cause considerable noise.

What is SMRT doing to minimise track noise?

We do a couple of things, mostly in preventive maintenance. In wheel profiling, we grind the wheels daily to maintain an even roundness and diameter for each wheel to allow the trains to travel smoothly and with less noise. Train wheels are also mounted with sound absorbers to reduce screeching sounds.

One of the biggest contributors of track noise is uneven track surface. To rectify this, we use a Rail Grinding Vehicle to grind track surface for smoother and less noisy train operations. Typically, a section of a track is ground every six to 12 months.

A Rail Grinding Vehicle grinds track surface and helps reduce noise from train operations

Our maintenance staff inspects the tracks daily to check for track defects.
Track defects can also lead to noise, so our staff inspects the tracks everyday. To do this more efficiently, we invested in a high-tech automatic track inspection system called Rail Vision, which allows us to continuously monitor track conditions, even during train operating hours.

Are noise levels in line with national guidelines?

Yes. SMRT has worked with the Land Transport Authority to establish a monitoring system to measure the noise generated by trains at selected locations close to major residential estates. The measurements are taken every three months. With the results, we can identify locations where the noise levels are close to the guidelines set, and prioritise preventive maintenance works at these locations to ensure these guidelines are not breached.

Why is it still noisy after track maintenance?

Immediately after track grinding, the initial noise level will be louder as it takes a while for the new grinding marks on the track surface to smoothen out. To reduce inconvenience to residents, track grinding works in both directions along the affected particular sections are completed within a couple of days with minimal time lapse.

To address railway noise, the Land Transport Authority has embarked on a noise measurement study along the entire length of all elevated MRT tracks island-wide, which will cover more than 500 blocks of flats located close to elevated viaducts or turnouts.

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.

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