A 16-year-old with special needs who became lost and ended up at Holland Village MRT station was safely reunited with his father after two SMRT staff members stepped in to help.
The teenager was found at the station at about 10am on Aug. 30 after a commuter noticed that he appeared to be alone and had tried to follow him through the fare gates. The boy looked disoriented, had red and puffy eyes and was not responding when staff tried to speak with him.
Assistant station manager Hajjah Puteri Ruziah, 55, brought him to the station’s WeCare room, where he could rest safely. She also noticed that he had blisters on his ankles and was not wearing socks. Station manager Mubarak Haziq, 33, helped by providing plasters, drinks and soft toys.
As the teenager was unable to provide his name or explain where he lived, Puteri tried to calm him by singing familiar children’s songs. She began with the ABC song, which made him smile, before singing “Twinkle Twinkle Little Star” until he fell asleep.
Meanwhile, Haziq began checking with colleagues and the SMRT Operations Control Centre while also alerting TransCom officers. A commuter who had first encountered the teenager told Haziq that the boy had boarded a train at Bishan MRT station and followed him when he alighted at Holland Village.
About 15 minutes later, an SMRT colleague shared a social media post about a missing child that matched the teenager’s description. Haziq immediately contacted the family using the number listed in the post and informed them that the boy was safe at the station.
Puteri later had to leave her shift, so Haziq stayed with the teenager until his father arrived at around noon, roughly two hours after the boy was first found.
The father was surprised to learn that his son had travelled all the way from the Bukit Panjang area to Holland Village. He thanked the SMRT staff and shook hands with those who had helped keep his son safe.
The two staff members were later recognised for their actions, receiving Stomp Goody Bags on Sept. 14. Their response also reflects SMRT’s broader efforts to train frontline employees to assist vulnerable commuters and reunite lost people with their families.
Puteri said the experience reinforced her belief that assistance should be given sincerely and without expecting recognition. Haziq likewise stressed the importance of patience and empathy when dealing with commuters who may be frightened, confused or in distress.
The incident highlights how quick action, coordination between transport staff and information from the public can help reunite vulnerable passengers with their families.
