Keep MRT trains reliable but please improve the commuting experience too

The Straits Times, Keep MRT trains reliable but please improve the commuting experience too

By Dr Samuel Chng, Research Assistant Professor and Head of Urban Psychology Lab, Lee Kuan Yew Centre for Innovative Cities (LKYCIC)

The daily experience of moving through public transport matters just as much as whether we can fix delays and disruptions.

At 7.45am on a weekday, an MRT train pulls into Outram Park. A senior waiting at the doorway hesitates as the crowd presses forward. Before she can step in, a young man signals for others to hold back and gently ushers her in. Nobody speaks, but several commuters give small nods of acknowledgment.

Scenes like this unfold countless times a day. They are often unnoticed and rarely celebrated. Yet they offer a glimpse into something important: How people behave in shared spaces, and what these micro-interactions say about the kind of society we want to be.

As the Land Transport Authority (LTA) begins its public consultation for the refresh of the Land Transport Master Plan (LTMP), this is a timely moment to reflect on the technical performance aspects of public transport and consider the larger experience of commuting – and how the LTMP can strengthen both.

Reliability is the foundation, and commuters expect it
For most people, public transport reliability is not an abstract metric – it is a lived reality. Delays, missed connections or crowded interchanges affect morale and work schedules, and for many, colour their trust in the system.

Data released by the LTA late last week highlighted dips in reliability on some MRT lines. Commuters feel this, and it is natural that many see “getting trains back on track” as a non-negotiable priority.

Some commuters also share that taking the train during peak hours feels increasingly challenging, and they have had to wait two or three trains before they can board or even travel “backwards” just to get on a less crowded service. While these experiences are not universal, they are not isolated either.

They reflect how capacity pressures, uneven peak demands and crowding on certain stretches shape the experience of a journey.

When people feel squeezed, rushed or uncertain about whether they can get on a train, the stress can quickly erode patience and weaken the very social norms that support considerate behaviour.

In such conditions, reliability becomes more than a technical indicator – it becomes a lived experience that affects confidence in the system. No conversation about care, inclusivity or commuter norms can gain traction if getting to work or home already feels fraught.

It is therefore important to emphasise that strengthening reliability remains the cornerstone of Singapore’s transport agenda.

The LTMP refresh acknowledges this, and continued investment in maintenance, system upgrades, predictive technologies and better bus-rail integration remains essential.

At the same time, bus connectivity has improved markedly in recent years with the Bus Connectivity Enhancement Programme.

More frequent services, better route integration and flexible alternatives during disruptions have helped cushion the impact when there are delays on the MRT.

These efforts are part of a broader strategy to ensure the network remains resilient, multimodal and commuter-friendly. At the same time, they help create calmer conditions in which caring norms are more likely to take hold.

To be sure, reliability is the baseline compact between the system and commuters. But a good commute is not defined by reliability alone.

The commute as a social experience
Even when the system runs smoothly, the quality of a commute depends on interactions in shared spaces. People experience public transport as a social environment: whether fellow commuters make space for boarding, whether others offer help when needed, and whether staff are visible and responsive during disruptions.

These daily encounters matter because they determine whether commuters feel safe, seen and respected. And they matter not just for the vulnerable, but for all commuters, who want smoother, calmer and more predictable journeys.

A single act of consideration – from giving way to offering assistance – can reduce friction and stress for anyone navigating a crowded platform or bus aisle.

In this sense, public transport forms part of Singapore’s social infrastructure. It is a place where norms of trust, reciprocity and care are reinforced, and where people practise the everyday civility that enables diverse societies to function well.

Caring norms improve the system for the many
Much of the public conversation about caring behaviour focuses on seniors, persons with disabilities or commuters who require assistance. But designing for these groups often improves the journey for all.

Clearer wayfinding helps the confident commuter rushing to make a transfer, not just someone unfamiliar with the system. Smoother interchange layouts reduce travel stress for parents with strollers and office workers alike. Better real-time information benefits the entire bus queue, not only those who face mobility challenges.

In other words, care-oriented design improves the commute for the wider public while widening accessibility for those who need extra support. This is the “curb-cut effect”: When systems are built to support those with greater needs, the benefits spill over to many more.

The human factor in public transport
A common concern is that “care” sounds intangible or impossible to track. Today, there are annual surveys on commuter satisfaction and culture, but caring norms are experienced by commuters every single day.

People intuitively know when a space feels considerate and inviting – when crowd flows are smooth, when signage is clear, and when the environment supports courteous behaviour.

The LTMP can reflect this reality by incorporating design and operational elements that nurture such norms. This does not require new indicators, but a commitment to embed care into decisions about station design, wayfinding, crowd management, staff deployment and the introduction of new mobility technologies.

Features such as intuitive transfer paths, real-time crowd information and accessibility audits for all new stations can hardwire care into the system.

The reliability conversation often overshadows another important truth: When things go wrong, it is staff who anchor the commuter experience. Station staff, bus and train captains, operations teams, cleaners and maintenance crews enable the system to recover quickly, and they often provide support to those who need help during disruptions.

These workers are a critical touchpoint in moments of uncertainty, especially for commuters who may be anxious, lost or carrying young children. Their presence, responsiveness and professionalism reduce stress not just for vulnerable commuters but also for the majority trying to navigate unexpected changes.

Recognising their role and investing in their training, visibility and support is therefore central to improving commuter experience.

Care and reliability: Two pillars of the same goal
This year’s Caring Commuter Week reminds us that positive behaviours on public transport do not happen by chance. They are practised, reinforced and shaped by the environments we move through.

As the consultation for the LTMP refresh progresses, it is worth remembering that the goals of reliability and care are not competing priorities. Reliability provides the foundation; care shapes the experience built upon it. Both contribute to a transport system that is efficient, resilient and socially cohesive.

Our transport network is more than rails, buses and timetables. It is a shared civic space. And a society that moves together with consideration, patience and mutual regard strengthens not just its transport system, but also the social fabric that supports it.

As Singapore refreshes the LTMP, embedding care into mobility planning is not a distraction from getting the fundamentals right. It is how we keep trains and buses running on time, while ensuring the journey also feels human.

• Dr Samuel Chng is research assistant professor and heads the Urban Psychology Lab at the Lee Kuan Yew Centre for Innovative Cities, Singapore University of Technology and Design.