About Us

Adjust font size: zoom in zoom out email Email Page Print Print

Awards

What is the Customer Charter?

We are licensed by the Public Transport Council to provide ticket payment services in the public transport system. This Charter helps to inform our customers of the ticket services that we provide, and the service standards that we are committed to.

What are our Service Principles?

We believe that our customers should always be able to:

  • Purchase, top-up or replace their Contactless SmartCard (CSC) (e.g. EZ-Link or NETS FlashPay card), at our Ticket Offices (TOs) and Concession Card Replacement Offices (CCROs) during operating hours.
  • Top-up their CSC at our Add Value Machines (AVM+) during operating hours.

If you are charged the wrong fare, we will process a refund for you.

Back to Top

What is the CSC used for?

The CSC is used as a mode of ticket payment for our public transport system. All deposits and remaining values in tickets are deposited with and safeguarded by the Issuing Bank, Citibank.

Back to Top

What are the ticket services that TransitLink provides?

TransitLink sells, replaces and refunds all types of tickets used to pay CSC fares on behalf of EZ-Link Pte Ltd and Network For Electronic Transfers (Singapore) Pte Ltd.

However, we do not provide the New Standard Tickets that are issued through the General Ticketing Machines (GTMs) for single and round trip train rides on behalf of the public transport operators.

Back to Top

Tell me more about TransitLink's sales and issuance of tickets.

We sell CSCs at all of our TOs and CCROs. You can click here to find out more about our adult CSCs.

We also issue travel concession CSCs and Park & Ride tickets on behalf of the public transport operators.

Back to Top

Tell me more about TransitLink's ticket replacement services.

If our customer ever loses or damages their CSC, we can help replace it at any of our CCROs. We can also help replace Child Concession CSCs at our TOs and CCROs. Kindly take note that all defective CSCs will be replaced in accordance with the card manager’s Terms and Conditions.

Back to Top

Tell me more about TransitLink's ticket refund services.

We refund CSCs at our TOs and CCROs. Kindly take note that the CSCs will be retained upon refund, subject to prevailing terms and conditions.

Back to Top

Tell me more about TransitLink's ticket top-up services.

Top-up facilities and the purchase of Monthly Concession Passes are available at our TOs and AVM+ at selected MRT stations and bus interchanges.

Back to Top

What if I would like to make a claim on a ticket fare?

If you had paid excess fare for your trip, you may file a claim at our website, Mobile Services app, any TOs and CCROs, or call our toll-free TransitLink Hotline at 1800-2255 663. We will refund valid excess fare payment.

If the excess fare is caused by equipment errors, including card reader breakdown on buses, the customer will receive a full refund of the excess fare that was deducted.

Back to Top

What are TransitLink's commitment and service standards?

The CSC fares are cheaper than single trip fares. Therefore, if you choose to pay your fare using CSC, we are committed to serving you at our Ticket Offices, Concession Card Replacement Offices and Add Value Machines (AVM+) during operating hours.

We are committed to meet the following service standards:

Services
Service Standard
Ticket Offices
We strive to serve you within 1 minute of waiting during off-peak period and 5 minutes of waiting during peak period (12pm-2pm and 5pm-7pm) for 90% of the time.
Concession Card Replacement Offices
We strive to serve you within 15 minutes of waiting during off-peak period and 30 minutes of waiting during peak period (ie. school holidays) for 90% of the time. However, during the last week of school term holidays, the replaced concession CSC may have to be collected the next working day due to high demand for concession CSC replacement.
Senior Citizen Concession CSC
We strive to mail out the CSC within 2 weeks upon receipt of the application.
TransitLink Hotline
We answer 80% of the calls within 20 seconds.
Customer Claims
We investigate and process the refunds (if any) within 5 working days.
Add Value Machines (AVM+) and Customer Service Machines (CSMs)
We maintain AVM+ and CSMs with a failure rate of not more than 1 fault in 25,000 transactions. We also ensure any machine breakdown to be attended to within 2 hours.

In the event of any wrong fare charge due to card reader breakdown on buses, affected commuters can get the difference of the fare deducted after the incident via TransitLink Hotline, TransitLink website or Ticket Office/Concession Card Replacement Office. Commuters who have not boarded the affected bus, have the option of waiting for the next bus or paying the contingency cash fare as advised by the Bus Captain or Service Leader on the affected bus.

Back to Top