Circle Line disruption: Meet the volunteers who keep the crowds moving

Rain Yong, a tunnel engineer with LTA who volunteered for four shifts at Paya Lebar and Buona Vista stations, said most commuters were understanding, though some expressed frustration.

“They aren’t able to take their usual way, and they get very confused,” said Ms Yong, who is in her thirties. “Even with the news (of the disruption), they’re still very confused about what happened at the station.”

She also observed how difficult it was to change commuter behaviour, with many continuing to head for trains despite being directed to shuttle buses.

RESPONDING TO CRITICISM

Some online feedback questioned the large number of volunteers and staff deployed, with complaints that loudspeaker instructions added to congestion and confusion.

Ms Yong said this was unfair, noting that peak-hour crowds need proper management, especially for wheelchair-bound or mobility-challenged passengers.

“When you are moving against the crowd, it’s actually very dangerous for them. It is our role to help marshal them,” she said.

Mr Lim added that while loudspeaker announcements were necessary in the first few days, they became less important once commuters adjusted.

“We have also given feedback for the loudhailers to be softer or for the automatic announcements to not be played so frequently,” he said.