Smart Nation Getting a replacement transit card
I share my experience on getting a replacement transit card. 

When I found that I lost the card, I went to the TL Simply Go app. They gave me an option to get a replacement card sent to my home. They said that it would take 3 to 5 days for the card to arrive.

The replacement card did not arrive after a week. I could not contact the transit link office. They do not provide any email or telephone number. 

I went to the bus interchange and 2 MRT stations. I spent 2 hours. I still could not get the replacement card. 

The staff said that the replacement card was mailed to my home on the previous day. They did not tell me about it.

Here is the irony.

The easiest way for me to get the replacement app was to go to the passenger service counter at Ang Mo Kio interchange. I can get the card on the spot. 

But the app did not say this. The outcome is that I waited for over a week, spent 2 hours visiting three counters, and still did not get the replacement card. 

During the past week, I spent over $10 in adult fares which were more than twice of my concession fares. 

The customer service from Transit Link is terrible. Nobody called to tell me of an easier way to get the replacement card.

The Smart Nation project, i.e. to adopt online practice, is not that smart after all. It ended up wasting a lot of time for the customer and the service provider.

It would have been smarter for the app to say, "Go to the Ang Mo Kio Interchange and get a replacement card on the spot".

I hope that the Smart Nation people inform LTA and Transit Link office to adopt a better approach.

Tan Kin Lian

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