Commuters no longer need to switch to SimplyGo as LTA U-turns on move to replace older ticketing system

SINGAPORE: Commuters will no longer be made to switch to the SimplyGo payment platform for public transport, as the Land Transport Authority (LTA) has reversed a decision to phase out the older ticketing system following complaints.

The government will spend an additional S$40 million so that commuters can continue to use EZ-Link cards and NETS FlashPay cards if they wish to, Transport Minister Chee Hong Tat announced on Monday (Jan 22).

Those who have upgraded to a SimplyGo EZ-Link card may exchange it for the previous EZ-Link card for free if they prefer to use the older ticketing system.

Announcing the decision on Monday, Mr Chee acknowledged the concerns of commuters who want to see their fare deductions and card balances when they tap out at fare gates and bus card readers. They are currently not able to do so using SimplyGo cards.

Explaining why this is the case, LTA said on Jan 12 that while it is "technically possible", it would take a "few seconds" for fare gates and bus readers to obtain and display the card balance and deduction information from the backend system. This would, in turn, slow down the entry and exit for commuters.

"I have discussed your feedback and concerns with MOT (Ministry of Transport) and LTA," Mr Chee said in a Facebook post.

"We have decided to extend the use of the current CBT (card-based ticketing) system for adult commuters, and not to sunset the system in 2024 as originally planned.

"We will spend an additional S$40 million so that commuters can continue to use EZ Link cards and NETS FlashPay cards if they wish to."

PARLIAMENTARY QUESTIONS FILED

At least four MPs said on Monday they had filed parliamentary questions on SimplyGo for next month's sitting before LTA's decision to shelve the switch. 

Dr Lim Wee Kiak (PAP-Sembawang) said in a Facebook post that he had asked for the number of reports of overcharged trips made by SimplyGo users over the last three years and if enhancements can be made to display a user's card balance on fare readers.

He also inquired about the reliability of the SimplyGo app, adding that he was "glad" to hear LTA decided to keep the card-based ticketing system.

Mr Christopher De Souza (PAP-Holland-Bukit Timah), in a Facebook post, said one of his parliamentary questions related to the reasoning behind the necessity for phasing out the card-based ticketing system. 

He also noted MOT has taken into consideration the "very strong feedback" from the public. 

Mr Lim Biow Chuan (PAP-Mountbatten) said he had filed a parliamentary question last week, asking LTA to extend the validity of the NETS FlashPay card and if it had considered the impact of the SimplyGo transition on seniors who are "less IT savvy". 

Mr Lim added he "wasn't happy" with the earlier announcement by LTA but was "very glad the government is receptive to feedback and has acted promptly".

"The extension of the existing adult card-based ticketing (CBT) system is welcomed." 

He added that LTA should maintain the current system until it is able to "persuade commuters on the benefit" of switching to SimplyGo. 

Also on Facebook, Mr Yip Hon Weng (PAP-Yio Chu Kang), said he would raise concerns expressed by some residents in parliament. 

"My priority is to champion the needs of our community," he wrote, sharing about a senior resident in Yio Chu Kang who had expressed anxiety over making the switch to SimplyGo. 

"While SimplyGo offers benefits, we must consider the impact on vulnerable users and ensure adequate support is provided."

Mr Yip added he was glad to see the Transport Minister address public concerns about the SimplyGo card transition and that extending the use of the current CBT system shows the "government's willingness to listen and adapt".

FREE EXCHANGE OF CARDS

Adult commuters who have purchased a SimplyGo EZ-Link card, or converted their EZ-Link cards to SimplyGo EZ-Link cards between Jan 9 and Jan 22, now have the option to switch back to the previous card for free. 

Concession cardholders who received a SimplyGo-compatible card or converted their cards to SimplyGo on or before Jan 22 can also exchange their card for free, if they do not wish to continue using SimplyGo cards.

This group includes seniors, students, Workfare Transport Concession cardholders and people with disabilities, said LTA.

More details on the card exchange will be available by the end of February.

"We seek commuters’ understanding that we require some time to prepare our operations for the card exchange, to minimise inconvenience to commuters," LTA added.

The SimplyGo platform was introduced in 2019, which enables commuters to use contactless bank cards as their travel card on public transport.

LTA had planned to phase out the older ticketing system from Jun 1 this year in favour of SimplyGo, noting that around two-thirds of adult public transport fares are currently paid through SimplyGo EZ-Link cards or bank cards.

The legacy card-based ticketing system for adult commuters is also nearing the end of its operational lifespan, LTA said earlier this month.

Mr Chee said on Monday that he has tasked LTA to study ways to enhance the features and improve the user experience for account-based ticketing cards – which include SimplyGo and bank cards.

He added that in particular, the authority will look at possible solutions for such cards to display fare deductions and stored value card balances at fare gates and bus card readers.

BENEFITS OF ACCOUNT-BASED TICKETING CARDS

Despite its shortcomings, account-based ticketing (ABT) cards like SimplyGo have their benefits, said the Transport Minister. 

For instance, if a commuter misplaces the card, the balance can be protected because the value is stored in the user's account. "Whereas if they lose a card-based ticketing card, the value stored in the card will be lost," Mr Chee noted.

"Some people buy ABT stored value cards for their family members, so that they can top up the value more conveniently using the SimplyGo app," he added.

Such cards have become more popular, Mr Chee said, with about 40 per cent of adult commuters now using bank cards or mobile wallets.

The minister also apologised for the delays commuters experienced when they tried to convert their existing cards to SimplyGo ones.

In the days after LTA's initial announcement to phase out the legacy EZ-Link system, some commuters told CNA that they encountered hiccups in the upgrading process. 

A surge in transaction volumes caused the SimplyGo app and ticketing machines to be less responsive, said LTA at the time. 

Last Friday, a free exchange service for those looking to swap their NETS FlashPay cards for the NETS Prepaid Card was not available. The SimplyGo upgrade feature was also "temporarily unavailable" at some ticketing machines on Saturday.

“I apologise on behalf of MOT (the Ministry of Transport) and LTA for the delays commuters experienced when they tried to convert their existing EZ-Link cards. This could have been avoided with better preparation,” said Mr Chee.

"LTA has worked to address this issue. It has updated the SimplyGo app and speeded up the card conversion process."