BTSC offers free rides, refund options for delay-hit Skytrain

The Bangkok Mass Transit System Plc (BTSC) has offered up to six free rides and refunding options for passengers who were affected by last week’s train delays and passenger congestion, officials said yesterday.

The move comes after a string of malfunctions resulting from a new radio communication system being installed on the BTS Skytrain’s network, and a switch to a new frequency for the system.

While installation was complete last Friday, occasional malfunctions were reported in the days after the system refit, due to instabilities in the new system.

However, the BTSC’s remedial policy will only cover major incidents which occurred from last Monday to Wednesday.

BTSC CEO Surapong Laoha-unya said yesterday that single-journey ticket-holders will be able to refund their unreturned tickets from now until July 31. He earlier announced those who still have the tickets can also reuse them within 14 days after their tickets have been issued.

“At the time of the malfunctions, staff announced that passengers who wished to leave the network could exit the stations without having to return their tickets, to reuse at a later time,” he said.

Those who exited the Skytrain network using their cards will not be eligible for the refunds, authorities confirmed.

Those who have the BTS’ value-added Rabbit cards — including adult, student and senior citizen cards — will be entitled to three free trips, Mr Surapong said. Passengers who purchased 30-day passes will be given six free trips, he added.

However, passengers who wish to obtain the trips must first register for them. The registration period will start tomorrow until July 31, at all stations.

The first of the trips must be used within 45 days of registration, with the span of the trips lasting 30 days after the first trip is used.

Mr Surapong said yesterday the BTSC will now observe a new remedial policy for passengers in case trains incur more than a 30-minute delay. The delays will only be counted from collective system malfunctions, reported by the authority itself, he added. Delays less than 30 minutes will not count.

Concerning this remedial policy, single-journey ticket-holders will be entitled to the same 14-day ticket refunding and return policy if conditions meet.

Rabbit card-holders will not have their fares deducted, and will be asked to leave the stations without having to tap out of the stations.

Holders of 30-day passes will also be exempted from fare deductions, and the authority will consider granting two free rides per day of the reported delays.

Mr Surapong said the BTSC is now developing a new mobile application to give passengers updated information about train operations and congestion at each station. The app will be up and running in August, he added.

BTS Group Holdings Plc chairman Keeree Kanjanapas yesterday admitted last week’s malfunctions were the “worst issues that have occurred in the Skytrain’s 19 years of service”.

“After seeing the reactions of passengers on social media we would like to truly apologise for the inconvenience caused,” he said.