Chee Hong Tat apologizes for LTA's underestimation of commuters' preference

Transport Minister Chee Hong Tat has publicly apologized for the government's decision to phase out traditional public transport payment cards, acknowledging the Land Transport Authority's (LTA) underestimation of some commuters' strong preferences.

Originally facing a 1 June deadline, this decision has elicited significant public backlash. “I apologise to our commuters for what happened,” Chee remarked in a press stop interview on 26 January.

“We will learn from this and we will do better in future.”

His statement comes amid widespread dissatisfaction from commuters unable to see fare deductions and card balances in the new system, leading to an embarrassing reversal of the planned phase-out.

The LTA announced on 9 January its plans to retire the older card-based ticketing system based on card-based technology (CBT), utilized by EZ-link and Nets FlashPay cards, in favour of SimplyGo, an account-based system.

This shift was intended to streamline fare payments at the back end, moving away from the traditional method of storing transaction data on cards.

However, this announcement faced immediate backlash. Commuters expressed their frustration, especially over not being able to see fare deductions and card balances directly on the cards. Adding to the complexity, some commuters experienced delays in upgrading their EZ-link cards due to a surge in transaction volume on 10 January.

In a Facebook post on 22 January, Chee addressed these concerns, stating, “We underestimated the strong preference of some commuters” who wished to continue viewing fare deductions and card balances at fare gates and card readers. He further added, “We understand your feedback and concerns. We respect your preferences. We want to give you this option to continue to be able to choose which system best meets your needs.”

In response to the uproar, Chee announced that the government will invest an estimated sum of additional S$40 million to extend the lifespan of the card-based ticketing system. This move permits passengers to continue using the older payment cards.

Reflecting on the initial decision-making process, Chee noted that while the LTA had consulted more than 1,000 commuters from 2020 to 2023 about SimplyGo, which resulted in keeping the concession cards for the seniors, they had failed to capture a broader range of reactions and preferences.

He said, “If we had consulted more widely, and gathered views from a wider group of commuters before we made the decision... we would have come across the stronger reactions and preferences that some commuters had expressed.”

Chee also spoke about the future of public transport ticketing, emphasizing the need for wider consultation on significant changes like SimplyGo. He mentioned, “There is no fixed number to get a representative range of views.”

The additional $40 million is projected to maintain the card-based ticketing system until at least 2030. Chee explained that this extension necessitates significant investment in new equipment, maintenance, and operating costs, which the government will shoulder without impacting bus and train fares.

Chee noted the technical challenges in integrating the fare display feature into SimplyGo, a problem that remains unsolved. He committed that the authorities would later decide whether to extend the card-based system beyond 2030, based on the technical feasibility of SimplyGo displaying fares on payment readers.

The minister emphasized the government's commitment to work with other agencies and industry partners to improve SimplyGo’s features and user experience. He acknowledged the absence of a current technical solution for the fare display issue but remained optimistic about finding one.

Singapore will now operate three public transport ticketing systems: SimplyGo, the existing card-based system for adult transport cards, and a separate system for concession cards. Chee mentioned plans to integrate the two card-based systems over time to reduce costs, though he noted that compatibility issues would necessitate a gradual process.

“For example, when the existing cards expire, we are then able to move users to an integrated system and issue them a new card under this system. Over time, as we do this, we can then have the opportunity to integrate the two systems progressively,” he stated.

Chee assured that the LTA and the MOT are committed to spending the allocated funds prudently while balancing fiscal responsibility and public preferences. However, when asked by the media, Chee, the MOT, and LTA did not provide specific details regarding the operational costs of running all the ticketing systems or the expected lifespan of the concession card system.

Public transport systems in locations such as Hong Kong and London, which have started transitioning to account-based ticketing platforms, still operate card-centric payment systems simultaneously. This approach accommodates the needs of diverse groups, even as the number of users for CBT cards declines.

According to data provided by Chee, approximately 36% of commuters were still using CBT cards as of December 2023.