This template culture appears fairly widespread. Media reports suggest that affected commuters were reliant on SMRT's bus bridging services. Many seemed at a loss at finding alternative ways of getting to their destinations or were counting on SMRT to do the necessary transfers; some were even desirous of fare refunds amid the congestion and chaos.
One hopes that there was not a "fixed template" operating in the commuters' minds as to how they ought to react to a service disruption. While one would naturally approach SMRT staff, it was evident the latter were overwhelmed and unable to attend to all commuters.