CNA Explains: Why some Singapore commuters are upset about moving from EZ-Link to SimplyGo

SINGAPORE: The Land Transport Authority’s (LTA) announcement that bus and train payment cards must be upgraded has roused online discussions about whether such a move was necessary.

What's going to change, and why?

From Jun 1, adult EZ-Link cards and NETS FlashPay cards can no longer be used on buses and trains, LTA said on Tuesday (Jan 9).

Commuters who are using these payment methods will have to upgrade their cards to SimplyGo EZ-Link cards or exchange them for NETS Prepaid Cards.

Concession card users will not be affected. Those who are using contactless bank cards and mobile wallets on phones or smartwatches are already on the SimplyGo platform, which was introduced in 2019, and also will not be affected.

Around two-thirds of adult public transport fares are currently paid through SimplyGo EZ-Link cards or bank cards.

“With the growing adoption of SimplyGo payment methods, and the legacy card-based ticketing system for adult commuters nearing the end of its operational lifespan, we are therefore transitioning all adult commuters to the SimplyGo platform,” said LTA.

The authority also highlighted the benefits of SimplyGo, such as topping up multiple EZ-Link cards using its mobile app; blocking transactions if a card is misplaced; and receiving notifications on fares and card balances.

Last March, the LTA announced that the EZ-Link and TransitLink SimplyGo mobile apps would be merged into a single platform. At the time, the authority said there would be no change to how commuters paid their fares. There was also no indication that older EZ-Link cards would be phased out.

How are people reacting?

CNA’s Facebook post on the announcement alone drew hundreds of angry reactions and comments.

A common complaint there - and on other online discussion platforms - was that under the SimplyGo system, a card’s balance is not displayed at the MRT fare gate or bus card reader.

The screen will only show the words "SimplyGo", and users who want to check their card balance have to rely on ticketing machines or the SimplyGo app.

Some asked why a system that was not broken had to be "fixed".

“The worst news ever ... Why does one need to be forced to download an app,” one commenter wrote.

Another said: “I feel sorry for the seniors who are not tech (savvy). They will end up struggling to keep up with basic (things) such as transportation.”

Commenters also highlighted that those who drive will not be able to use the same card to pay for Electronic Road Pricing (ERP), parking and public transport.

To pay for ERP or parking, they will need to use EZ-Link cards or NETS FlashPay Cards that are not on the SimplyGo platform.

Others called for the integration of new systems with old ones, instead of getting rid of existing systems.

What are officials saying?

LTA on Tuesday said fare deductions and card balances could not be shown because “SimplyGo transactions are processed backend” and not at MRT fare gates or bus card readers.

Yet three days later, the authority said displaying such information was "technically possible" though it would take a "few seconds" to obtain and hence "slow down" entry and exit for commuters.

In response to a forum letter published in The Straits Times last year, LTA also said top-ups through the mobile app require transactions to be processed at the backend.

Other features that can be enabled by backend processing include blocking lost cards, keeping records of fare history and retaining unused balances in expired cards.

Member of Parliament Saktiandi Supaat, who chairs a Government Parliamentary Committee on transport, said on Facebook that he hoped there would be efforts to ensure a smooth transition, including for older people and those who may not be digitally savvy.

“I would also like to urge LTA to ensure enhancements to the hardware/software system if possible to allow commuters to see the fare they paid/remaining balance when they tap out,” Mr Saktiandi wrote.

“Only having information about fares/remaining balance via an app or at a ticket machine isn't commuter friendly nor convenient."

Is SimplyGo an upgrade?

Transport economist Walter Theseira said SimplyGo is a more adaptable platform since it can accept bank cards, stored value cards and mobile wallets.

It may also enable a wider range of functions such as a maximum daily fare cap.

As for allowing two different systems to coexist, he said this may come at additional and unnecessary administrative costs.

"(This) may not be a good use of public expenditure if the majority of commuters have already transited to SimplyGo or could transit seamlessly," said the associate professor at the Singapore University of Social Sciences.

Those who are already using SimplyGo are likely "happy but silent", he added, when asked about the uproar on social media.

"Those who really want to maintain a separate account don't see the point, as the SimplyGo system offers them no substantial benefits."

Assoc Prof Theseira said people who were complaining probably used stored value cards as a way to budget and control their public transport expenses.

As for those upset over not knowing how much they are charged when they tap out of a train station or bus, he said this was comparable to how "some people may like to get receipts for every expense".