第一次写投诉信给SMRT

好吧，我不得不承认老板买的这个办公楼，实在太【偏僻】了，虽然是办公区域，但附近的一些公司好像都有提供巴士服务，不知这是否是间接原因导致SMRT不重视这块区域，因为他们只提供一辆925巴士。

通常5:30下班，走到巴士站5:35左右。运气好，能赶上30分来的巴士；运气不好，就要等到6点。但再衰一点的时候就是，6点的巴士神奇的爆满，然后巴士司机会华丽的招招手表示不停站的开过。

昨天到6:15才离开办公室，开过一辆爆满且不靠站的巴士后，将近7点了。我还在等待，且以伸长脖子的状态。最终还是忍无可忍了，伸手，掏电话电邮投诉信给SMRT。

在今早11:08，也就是投诉电邮过后的8小时，我收到回复，如下：（还是很有效率一下的说）

Our Ref: BS-CT-1301-0115

Dear Ms Li Ying

We refer to your feedback regarding the long waiting time and overcrowding situation of bus service 925.

Please be assured that we have since raised the issue to the attention of the relevant department to review the frequency of the service.

Please allow me to share with you that overcrowding usually stems from bus delays. As you may be aware, traffic conditions, inclement weather and heavy passenger loading (leading to longer dwell time at bus stops) do affect the schedules of our buses. At times, delays may also be caused by unexpected bus faults. Whilst we strive to arrive on schedule, delays or irregular frequency is inevitable at times. When this happens, there will be a build-up of passengers along the route resulting in overcrowding.

We hope to have passengers’ understanding that external factors such as erratic traffic and the period of time before traffic resumes to normal are beyond our control and may be difficult to predict, although we have made allowances for such unforeseen circumstances when planning the schedule for the service. When delays happen, depending on the length of delay, we will try our best to minimize them by revising our bus schedules and/or diverting affected buses from their usual routes.

In addition, we will continue to remind our drivers to advise passengers to move in to the rear. We will also monitor the situation closely and make the necessary adjustments to ensure our services are adequate at all times.

           

We apologise for the unpleasant experiences thus far and look forward to providing you with better service reliability.

Yours sincerely

Kelvin Singh (Mr)

Customer Relations

SMRT Corporation Ltd

虽然回信好官方，好模式的样子。但真心希望以后925巴士能得到改善，不希望15分钟去CCK的路上，需要花半小时以上的时间等待。


PS：来到新加坡后，我的人权主义暴涨，嗅到一丝丝侵犯个人利益的味道我就会投诉，但通常都只是说说而已，不会为此付出实际行动。直到昨晚，再经历了N次如此的状况后，我觉得我有义务让SMRT知道自己的欠缺。