World Class Transport my ass!

I usually check the SBS Iris next bus system before I go to the bus stop at the end of the day.

Check out the 2nd bus arrival time during evening peak hour at about 5.35pm!

Either the system is faulty (screw up) or the bloody work class transport company really need to review their profit margin.

For God’s sake 44min – 6min = 38min for a bus to come is totally crap!

Does this justify for their annual fare increase? You say for youself.

Reminder Again

Just putting up this post to remind myself how shitty the Public Transport are in Singapore. Remeber what happen in 01 Oct 2007?

The sorry state of Public Transport in Singapore and the ignorance leaders.

Not too long ago, an idiot from in Singapore proudly commented that he can get from one point to another point in Singapore within 20min.

My finger to you!

My office is about 10.7km away from my home.

There is no MRT or LRT and normally I take a bus to work.

I take about 10min to walk to the bus stop and the bus ride itself during peak hours is about 40min (20min my ass!).

All in all it take me about 60min to reach my office every morning.

Today it took me 90min to reach office!! As I spend more then 30min at the bus stop waiting for the bloody bus!

20min my ass!! This show how tall the Ivory tower is for out Elites and they have totally lost touch with how daily life is for the average Singaporean.

I am not complaining about my 60min traveling time to work every day but I am complaining about the bloody 30min bus wait.

World-class transport system? My finger to you!

SBS transit? ($59m profit in 2007!) My finger to you!
20min traveling time in Singapore? (Not unless you have your own police escort!) My 2 fingers to you!

Happy New Year SBS!

Look like some things just don't change.


To Whom It May Concern:

This is the 3rd time I am writing to SBS Transit within 6 months.

I last written to you in July and Aug 2007 in regard to the service standard of Service 89 at Pasir Ris during morning peak hour.

The load factor and schedule of Service 89 seem to fluctuate randomly. For the pass few months, the load factor and frequency are still acceptable. Just when I am about to comment that SBS really do take public feedbacks seriously thing starts to deteriorate.

Today, again at Bus stop 77019, I missed a Service 89 at 0800hrs. In the end, I have to wait till about 0826 for the next bus.

Is close to 30min waiting time acceptable to SBS transit?

Please provide your schedule for Service 89 which you failed to provide for when I asked in my previous two emails.

Under Public Transport Council guideline on Quality of Bus service standards item :

4.4 Bus service scheduled headways (frequencies):

a) At least 80% of bus services to operate at headway of not more than 15 minutes (to be changed to 10 minutes with effect from Aug 2009) during weekday (excluding public holidays) peak periods, unless otherwise stipulated by the PTC

Under you Customer Service Charter for Buses:

“Availability: Waiting time for 75% of bus services to be within 15min and 80% to be within 20min during peak hour”.

From my personal experience, it look like SBS transit need to be constantly reminded on its real service standard from the public.

I do not sense any sincerity for SBS Transit to provide quality services to your customer as promised by your service charter.

I hope you will be looking into the matter seriously and I look forward to your prompt response.

Please do show some sincerity by not sending my a template replies as per your previous two responses.

Greed

Just 3 days after the fare hikes and we see this. Good info.

ST Oct 3, 2007

Bus and train trips hit record levels

SMRT and SBS Transit could earn $20.7m more in fares as average daily rides rise to 4.4m

By Christopher Tan

SINGAPORE'S bus and train operators are reaping the benefit of a surge in public transport use that has sent ridership to record levels - despite fare hikes. (What other choice we have? Walk to work?)

The country's growing population, higher tourist numbers and booming economy are behind the marked increase in usage.

An average of 4.363 million rides were made on buses and trains each day in the financial year ended March 31, said the Land Transport Authority.

This pips the previous high of 4.358 million daily rides in 2001.

And figures from SMRT and SBS Transit show that daily ridership has hit 4.438 million in the April to June period of the current financial year.

Financial second-quarter numbers are not out yet but preliminary data from the two firms indicates that ridership is set to cross 4.5 million.

The striking increases - they even caught financial analysts by surprise - have reversed a worrying sign of two years ago when ridership slumped to a seven-year low.

An appreciable rise in Singapore's population - which grew 4.4 per cent to 4.68 million at the end of June - is a key factor behind the ridership growth, which in turn will swell the coffers of transport operators.

Based on average fares, the extra rides, if sustained, will translate to $20.7 million more in turnover for the two companies - a $12.4 million rise in bus revenue and an $8.3 million increase in rail revenue a year.

Analysts had factored in the positive trend but were still taken aback by the increase.

ABN Amro Asia Securities analyst Fera Wirawan said in a report on ComfortDelGro, the parent company of SBS Transit: 'Bus ridership in the first half of 2007 has exceeded our forecasts for the 2007 financial year by 2 per cent, while that for rail has almost reached our target.'

She is now projecting bus ridership to grow by 3.3 per cent for the 2008 financial year.

Citigroup Singapore strategist Lim Jit Soon said that besides the growth in Singapore's population, a higher employment rate and more tourist arrivals are also driving ridership numbers.

SBS Transit spokesman Tammy Tan said more people moving to Sengkang and Punggol has boosted ridership on the North-East MRT line. The system carried 307,062 passengers a day in July - 56 per cent up on July 2004.

Ms Wirawan expects ridership on that line to continue chalking up 'double-digit growth' for at least two more years. (Yeah more profit!)

But observers point out that the two transport operators would have to earn their keep.

The Public Transport Council (PTC) has just raised service standards for buses, which will mean more vehicles will have to be put on the road to meet them.

The council wants at least 80 per cent of bus services to run at frequencies of not more than 10 minutes during weekday peak hours, down from 15 minutes now. (Easy they just have to reduce the frequency during off peak.)

Bus companies have two years to comply. (Why 2 year? Shouldn't they comply before the fare hike?)

Rail standards are not under the PTC's purview.

Analysts said the transport companies will also continue to face cost pressures from rising fuel prices, higher Central Provident Fund contributions and a higher Goods and Services Tax rate. (I thought a listed compnay can claim GST from the gov? Correct me if I am wrong)

Ms Wirawan said: 'In a buoyant labour market, you need to raise salaries by more than usual to keep people.'

On top of the revenue growth from rising ridership, SBS Transit is expected to gain $9.3 million from the latest fare revision which took place on Monday, while SMRT will reap $3 million. (Bloody blood suckers)

Reminder

Just to remind everyone how F**K our public transport system is.

From yesterday, I am $0.02 poorer per day or $7.30 more profit annually for SBS (at least).

SBS at it again

ST News Sep 11, 2007

Bus fares to go up by 1 to 2 cents from Oct 1

By Christopher Tan

BUS fares will go up by one to two cents from Oct 1, the Public Transport Council announced on Tuesday.

But there will be no increase in train fares.

Senior citizen concessionary EZ-Link bus fares, which are flat fares pegged to the lowest adult EZ-Link fare band will also increase by 2 cents, up from the current 65 cents.

However, because they are flat fares, the same 67 cents fare will apply regardless of the distance travelled.

'The PTC has to strike a balance between safeguarding commuters' interests and ensuring the financial viability of the public transport operators so that they can continue to improve their services over time and sustain their capital investments,' Chairman of the PTC Gerard Ee said.............



ST Forum Sep 13, 2007

Woman flung off bus seat: Son upset with SBS staff

LAST SATURDAY, my elderly mother and aunt boarded SBS service 133 (vehicle No. SBS 312B) in Rochor Road. Both took a seat in the second row behind the driver. During the journey, the bus was travelling at a high speed.
At about 4.25pm, the driver made a fast and sharp turn at the junction of Lavender Street and Serangoon Road, flinging my mother from her seat. She landed flat on her back and couldn't get up.

A short distance away, the driver halted the bus - only to glance in the rear-view mirror. Two kind passengers, however, helped my dazed mother to her seat. The driver did not inquire or give assistance to my mother, and continued to speed off on his journey.

On reaching Ang Mo Kio Bus Interchange at about 4.45pm, my mother and aunt approached SBS Transit Passenger Office and reported the incident to two officers at the service counter.

The male officer took down my mother's feedback and particulars. My mother and aunt then identified the driver at the office. The driver denied any incident had occurred during his journey. The female officer even warned my mother of false allegations and demanded that she bring in other witnesses - apart from my aunt. She even claimed my aunt was not a 'reliable' witness.

My mother later complained of back ache and I took her to a GP, who referred her to Changi General Hospital. There she was diagnosed with a fractured lower back and tenderness over her left shoulder and upper limb.

I am aghast at the actions of the bus driver. Nor do I condone the behaviour of the SBS counter staff. Till now, no one from SBS has called to inquire or follow up on my mother's feedback.

Stanley Lim Chee Hoe



These 2 articles speak for themselves actually.

How screwed up our public transport system is these days. All are profit orientated and it will be interesting to see if SBS ever response to Stanley.

Bravo to our dear Public Transport Operator

SBS Response to my 2nd Letter

Yesterday I received the reply.

Well you read and tell me how sincere is it....haha...

Look like a template response, I wonder how much they pay Tang May May.


Dear Mr Sir

Please refer to the feedback received on 13 August 2007.2

2.We regret to learn of the inconvenience you experienced while using Service 89.

3 Although our records revealed that our capacity provision is adequate to meet demand, we will remind our despatcher to ensure both the runs and bus types are according to schedule. We will also remind our bus captains to advise passengers to move to the rear when space are available so other passengers at the bus stop can board the bus.

4 We have noted your suggestion to publish the time table of Service 89 and will review the matter for future planning.

5 We apologized for any inconvenience caused.

Thank you for your feedback.

Yours sincerely
Tang May May for
Deputy DirectorCorporate CommunicationsSBS Transit Lt


SBS replied on 13th July:

1.Please refer to your feedback regarding Service 89.

2.We are sorry to learn of the inconvenience caused while waiting for this service.

3. The Manager has noted your concern on the frequency of the service and is monitoring the situation closely. Rest assured that, where it is within our control, we will ensure that buses arrive at regular intervals.

4. Bus captains have also been reminded to try their best to adhere strictly to their time schedules to ensure service reliability.

5. Thank you for bringing this matter to our attention.

Yours sincerely
Tang May May for
Deputy DirectorCorporate CommunicationsS
SBS Transit Ltd

Note the similarity between the 2 letters.

They are all summed up within FIVE points.

Also note point 2 for both letter are 99% the sane! This prove that it is a standared template. Well at least Tang May May borther to type in "89" in her 2nd letter.

Point 1 - They will acknowledge your letter.
Point 2 - They apologise
Point 3 and 4 - They pacify you and tell you they will do what they can.
Point 5 - The thank you.

This kinda stadard and the still dare to increase the bloody fares.

Can even response to a feedback sincerely.

Sad.

My 2nd Letter to SBS today

With regard to your computer generated replies:

"Our Ref:2007/Jul/0463 Toll-free: 1800-287 2727 Mainline: 6284-8866 Fax: 6282-5204 Website: <http://www.sbstransit.com.sg/>

13/07/2007

Dear Mr Lee

Please refer to your feedback regarding Service 89.

2 We are sorry to learn of the inconvenience caused while waiting for this service.

3 The Manager has noted your concern on the frequency of the service and is monitoring the situation closely. Rest assured that, where it is within our control, we will ensure that buses arrive at regular intervals.

4 Bus captains have also been reminded to try their best to adhere strictly to their time schedules to ensure service reliability.

5 Thank you for bringing this matter to our attention.

Yours sincerely
Tang May Mayfor Deputy DirectorCorporate CommunicationsSBS Transit Ltd"

The service level of Service 89 had not show significant improvement.

Between 0740 and 0810 today there are 3 buses of which 2 are single deck with people standing at the step of the front door when the buses arrived at Bus stop 77019.

Again please response to my query as per my pervious feedback letter.

Please published the time table for service No.89 as this was no where to be found on your website.

Please explain why single deck buses are used during peak hour.

Please advice is a wait of 45min at peak hour for a passenger within SBS transit KPI.

I hope SBS transit will show some sincerity by replying the letter without using the standard template.

SBS Response

SBS replied on 13th July:


1.Please refer to your feedback regarding Service 89.

2.We are sorry to learn of the inconvenience caused while waiting for this service.

3. The Manager has noted your concern on the frequency of the service and is monitoring the situation closely. Rest assured that, where it is within our control, we will ensure that buses arrive at regular intervals.

4. Bus captains have also been reminded to try their best to adhere strictly to their time schedules to ensure service reliability.

5. Thank you for bringing this matter to our attention.

Yours sincerely
Tang May May
for Deputy DirectorCorporate Communications
SBS Transit Ltd


To me this letter is so lame..

It did not state whether was there any investigation done nor does it answer any of my questions.

Just a standard template I guess. A give away is at point 2. (this service, can't she just response service 89?)

May May just have to fill in the service number and also note these point form answers can be used to reply to any compliants.

Sad... a service corporation should take customer feedback more seriously since they bother to give feedbacks.

But again I guess SBS Transit has not much of a competition in the market so they can affort to give you such a lousy response.

My letter to SBS Transit today

I must congratulate SBS Transit for making it to the top on my list of worst public transport operator in Singapore.

I commute to work from Pasir ris Bus stop 77019 to Air Freight Terminal daily by Service number 89 in the morning.

I reach Bus Stop 77019 daily at about 7.40am and trying to get on board Service 89 has always turn out to be an impossible mission at that time.

However thing had improved as there are a fairly empty bus arriving at about 7.40am daily to pick up passengers stranded in Pasir Ris as I believe this bus does not start its journey from Hougang.

But as good thing never last long. For the whole of this week, service No.89 at 7.40am disappeared miraculously with the introduction of GST increment on 1st July.

Service No.89 is impossible to get on board at Bus stop 77019 between 7.40am till 8.15am with passengers packed the brim. Worst still SBS Transit had changed one of the service bus to a single deck. Please explain the logic of introducing a single deck bus at peak hour.

The situation of Service No.89 had become even worst with the introduction of No.89E. Hooray for passengers living in Hougang and Sengkang but as the bus does not stop at Pasir Ris and these 89E had made the wait for Service 89 even longer.

SBS Transit must be grateful that pubic bus routes in Singapore are heavily regulated as no 2 bus company are allows to service the same route. As I certainly will not take and SBS transit service if I have the choice.

Please published the time table for service No.89 as this was no where to be found on your website.

Please explain why there are only 2 frequency of No.89 are Pasir Ris between 7.40am and 8.25am.

Please advice is a wait of 45min at peak hour for a passenger within SBS transit KPI.

Service Level of Public Transport

The dirt on our buses
Can we get a refund if we are dissatisfied with bus service? Does LTA regularly check air quality in public buses?
Today Wednesday • December 27, 2006
Letter from Tham Wai Keen
Letter from Carmen Teoh-Tang

Going home on Friday, I took Bus Service No 855.

I was on the bus for only two minutes when I noticed that the air conditioning seemed to have failed. It was stuffy inside the vehicle, and I was beginning to feel a little nauseous. I started to perspire and, worse, had some difficulty breathing.

The ride was not very smooth either as there seemed to be a problem with the brakes — the bus jerked when stopping or starting off. When I finally stood up to alight, I noticed cockroaches crawling around the window next to where I was seated.

This makes me wonder, if a commuter gets on a bus, and is not pleased with the service he/she is getting, can he/she leave the bus immediately and get a full refund?

Are the bus captains empowered to give a refund on the spot?

That day, I was uncomfortable enough to want to alight before my stop and wait for another bus, but was not tired enough to part with the 63 cents extra I would have had to pay to reach my destination.

If I had alighted immediately, would I have been compensated?

I was travelling on a crowded public bus to work. A fellow passenger appeared to have some sort of skin disease and he was peeling the flaky skin off his feet, legs, hands and face. He would casually brush off the flaky skin, causing them to fall on the bus floor. As much as I pitied the passenger for his condition, it was a nauseous sight to behold. He was also coughing continuously.

Many times, I have come across fellow commuters who cough and sneeze. Whenever I came down with the flu and took the bus, I prayed that I would not pass on the germs to other people. The air quality inside the bus is even worse when the air-conditioning is not working and the vehicle is crowded.

I wonder if the Land Transport Authority regularly examines the air quality in our public buses.

Is there an air purifier installed in our buses? Are the buses cleaned with anti-bacterial agents everyday? Sometimes I also notice thick layers of dust in the corners of window frames and underneath the seats.

How often does the LTA conduct checks on the cleanliness of our public transport?

This is so true.

With the repeated fare increase I don’t see the service level of our public transport being raised concurrently.

Only last week I had two terrible experiences with SBS Transit.

I boarded Service No.80 at Bugis Junction on Sunday and the bus is really in poor condition. It is dirty, with graffiti on several seats and the window’s seals are all torn.

On the same day I boarded Service No. 82 at Hougang, it was a rainy evening. The bus condition was not fantastic as well. Not only was it dirty, it was leaking too.

Many time our public transport operator boasts about better buses and trains and the spend XX dollars improving their stations and fleets. But these are all passed down to the consumers with countless fare increments.

When we pay for something, we expect a certain level of service satisfaction. If the public transport operator failed to deliver this basic service, then the consumer have all the rights to demand a refund.