FAQ for New Staff Transport Services

1.1. Login and registration

1.1.1. What should I do if I forgot my password?

You can reset your password in the app.

1.1.2. I did not receive a verification code.

After entering your mobile number, click the ‘Send’
button. You will receive an SMS with a 4-digit
verification code. If this does not work, please check
that you have entered a valid number.

1.1.3. I am unable to register with my employee ID.

Please contact HR to inform them of the issue.

1.2. Booking

1.2.1. How much must I pay for my rides?

The amount you need to pay for a monthly pass depends
on where you stay. The pricing mechanism is
illustrated below:
 1.2.2. When will you inform me of my ride offer?
We will inform you of your ride offer on Day 9 of the
month.

1.2.3. Are there any alternatives if I miss my bus?

Please refer to the FAQ section in the app for the
list of MRT stations and bus timings. We will publish
this on the last week of every month for the upcoming
month.

If you miss your bus, check if you may still catch the
bus at any of the MRT stations. Do remember to show
the driver the boarding ticket of your missed ride for
verification.

1.2.4. How do I make a booking if I don’t have a smart phone

and/or data plan?
If you do not have a smartphone or data plan, SWAT
will be at TBY every 1st of the month, to help you make
a booking.

If the 1st of the month falls on a weekend, SWAT will

be there on the following Monday.

1.3. Making payment

1.3.1. What modes of payment do you accept?

Currently, we only accept debit and credit card. If
you do not have debit or credit card, SWAT will be at
TBY every 1st of the month, to help you make a booking.
If the 1st of the month falls on a weekend, SWAT will
be there on the following Monday.

1.3.2. Will I be notified when I need to make a payment?

Yes, you will be notified when your monthly pass
booking is successful. After which, you will need to
make payment in order to secure your seat. Please make
payment within 4 days of receiving the notification,
if not the offer will expire.

1.4. Taking a ride

1.4.1. When will I receive notifications/updates on the day

of my ride?
On ride day, you’ll receive notifications when your
vehicle is 10, 5 and 2 minutes away, and a final one
when your vehicle arrives.

1.4.2. Why am I unable to receive any on my ride even though

it is less than 10 minutes away from my estimated
pick-up timing? Ensure that you have enabled
notifications for SWAT’s Passenger app. Ensure that
your phone Mobile Data and Location Services are
enabled.

1.4.3. How do I track the live location of my driver?

On the day of your trip, simply go to the Manage
screen to view the live location of your driver.
1.4.4. Why does the live pick-up time differ from the ETA
given in the offer?
The live pick-up time takes into live traffic
conditions, such as road closures and traffic jams,
which could affect the pick-up time.

1.4.5. Why did a different vehicle pick me up?

We will try to assign you the same driver and vehicle
on a monthly basis. However, due to driver
availability, you may be assigned to a different
vehicle. Fret not, we will provide you with the
vehicle details in your ride offer daily so you will
be able to identify the correct vehicle.

1.4.6. Will I be on the same bus as my colleague who lives

near me?
You may not be on the same bus as your colleague who
lives near you. We may have more than 1 bus serving
the neighbourhood, especially in areas with more SCM
staff. There may also be more than 1 bus serving the
same pickup-point.

Please ensure that you board the correct bus by

verifying the bus signage and vehicle number plate
details which can be found in-app.

1.4.7. How do I know if I am at the correct stop?

Check the street view in your boarding ticket to
verify your exact pickup location.

1.4.8. What happens if my driver is late?

If there are any delays due to unforeseeable traffic
conditions, our support team will contact you as soon
as possible.

1.4.9. Can I contact my driver?

No, you are unable to contact the driver.

1.4.10. Will the driver wait for me if I’m late?

Your driver will not wait for you if you are late.
You are advised to be at the pickup point 5 to 10
minutes before your pick-up time.

No compensation will be given if you missed your ride.

1.4.11. Can my friend hop on the ride if they have not made a
booking?
No, they would have to make a booking to take a ride.
Drivers will only allow staff with bookings to board
the bus.

1.4.12. Is there a refund if I missed my ride?

No there will be no refund if you missed your ride.
1.4.13. I am unable to swipe the boarding code.
Please show the driver your boarding ticket and inform
him of the last 4 digits of your handphone number. He
will manually board you via the driver app.
1.5. Managing rides

1.5.1. Where can I find my ride details?

Ride details can be found under the Manage tab.

1.5.2. Since this is a monthly pass, do I need to cancel my

ride if I am not taking the bus?
Yes please cancel your rides if you do not need
transport that day. This will free up seats for your
colleagues who might want to take your bus.

Failure to cancel your rides will incur penalties in

the future.

1.6. Privacy Policy

1.6.1. Where can I find my privacy policy?

The privacy policy can be found under Settings >
Legal > Privacy policy.

1.6.2. How do I unsubscribe or revoke my consent for using

the application?
If you wish to withdraw consent to the use and storage
of your personal data, kindly drop us a ticket through
the in-app feedback with your name and mobile number.
Upon receipt of your request, we will cease using or
storing your personal data.

You will not be able to use SWAT’s app once you

withdraw consent for usage and storage of your
personal information.

1.6.3. How is my personal data being used?

Your mobile number will be used to perform a two-
factor authentication (2FA) for confirmation of your
identity. We will also send you an OTP to reset your
password if you ever need to.

1.7. Operations related queries

1.7.1. Why is my assigned pickup point different from the one

I input? Our algorithm will try to give you the best
ride offer whilst taking into account the journeys and
pickup locations of all your other colleagues. In this
way, we ensure that the route planned is the most
optimal for all passengers.

1.7.2. What should I do if I am unable to book a monthly pass

even after several attempts?
Please contact HR if you face this issue.

1.7.3. What should I do if the driver’s location is not being

updated. Sometimes the driver’s Location may not be
accurate due to connectivity issues like in tunnels or
the downtown area.
 1.7.4. What should I do if my bus is very late or did not
show up
Our support team will contact you if your bus has
broken down / will be at least 30 mins late in picking
you up. We will try to dispatch a replacement ride to
you within 30mins from the time of the incident and
you will receive a new ride offer containing details
of your replacement ride.
If the replacement bus does not arrive within 30mins/
no replacement bus is available, pool with 3 other
colleagues and cab to work. Submit valid receipts to
HR within 7 days to be reimbursed.

1.8. Feedback

1.8.1. Is there a channel where I can contact SWAT to give

feedback on my rides?
Yes, please contact us via the in-app feedback
channel. Go to Menu > Feedback to reach out to us.