Through a common ticketing system for buses, the MRT and the LRT, the ez-link card provides commuters with a cashless mode of payment.

The ez-link card also brings cost savings to commuters making transfers between buses, the MRT and the LRT in the form of transfer rebates.

Provide coordinated and convenient information on almost all aspects of travelling on buses, the MRT and the LRT through:

• The TransitLink Guide which gives commuters integrated information in just one book.

• Comprehensive information panels put up at MRT stations and major bus stops especially for the ease of commuters making transfers.

• TransitLink's central planning and coordination of the bus network, designed mindful of the MRT and LRT systems, reduces wasteful duplication of services and improves the use of transport resources. This planning harnesses the advantages of buses, the MRT and the LRT to meet the growing and changing travelling needs of commuters.

TransitLink is licensed by Public Transport Council to provide ticket payment services in the public transport system. This Charter informs customers of the ticket services provided by TransitLink, and the service standards that TransitLink is committed to.

Service Principles

A commuter should always be able to:

• Purchase, top-up or replace Contactless SmartcCard (CSC) for example, ez-link card, at our Ticket Offices (TOs) and Concession Card Replacement Offices (CCROs) during operating hours
  
  or
  
  
• Top-up CSC at our Add Value Machines (AVMs) during operating hours

Ticket Services

The public transport system uses the CSC provided by the card manager as a mode of payment for tickets. All deposits and remaining values in tickets are deposited with and safeguarded by the Issuing Bank, Citibank.

TransitLink sells, replaces and refunds all types of tickets used to pay CSC fares on behalf of EZ-Link Pte Ltd.

TransitLink provides Standard Tickets, issued through the General Ticketing Machines for single trip train rides on behalf of the public transport operators.

Sale/Issue

We sell adult CSCs at all TOs and CCROs.

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

Replacement

We replace lost and damaged concession CSCs at our CCROs. In addition, we replace Child concession CSCs at any TOs or CCROs.

All defective CSCs will be replaced in accordance with the card manager’s Terms and Conditions.

Refund

We refund CSCs at TOs and CCROs. The CSCs will be retained upon refund, subject to prevailing terms and conditions.

Top Up

Top-up facilities and purchase of monthly concession passes are available at TOs and AVMs at selected MRT stations and bus interchanges.

Fare Claim

If you have paid excess fare for your trip, you may file a claim at www.transitlink.com.sg, any TOs and CCROs or call toll-free TransitLink Hotline 1800-2255 663. TransitLink will refund valid excess fare. If excess fare is caused by equipment errors, including card reader breakdown on buses, you may opt for a full refund of the fare deducted or a complimentary bus voucher.

Our Commitment and Service Standards

The CSC fares are cheaper than single trip fares. Therefore, if you choose to pay your fare using CSC, we undertake to serve you at our Ticket Offices, Concession Card Replacement Offices and Add Value Machines during operating hours. TransitLink is committed to meet the following service standards:

• At our 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.
  
  
• At our 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.
  
  
• We process mail-in application for concession CSC replacement within 3 working days upon receipt of application. For application of a new Senior Citizen concession CSC, we process and mail out the CSC within 2 weeks upon receipt of the application.
  
  
• At our TransitLink Hotline, we answer 80% of the calls within 20 seconds.
  
  
• We investigate customer claims and process the refunds (if any) within 5 working days.
  
  
• We maintain Add Value Machines and Customer Service Machines 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 may opt for a complimentary bus voucher or a full refund of the fare deducted after the incident via TransitLink Hotline, TransitLink website or Ticket Office/Concession Card Replacement Office. Commuters who have yet to board a bus have the option of waiting for the next bus or making cash payment at CSC rate, rounded down to the nearest 10 cents, should they wish to board the affected bus.