The National Transport Workers’ Union (NTWU) has weighed in on a recent SBS Transit incident involving a mother travelling with a double stroller, urging the public to avoid shaming or doxxing public transport workers and to use established feedback channels instead.
In a statement, the union said it “does not condone” an “inappropriate and offensive” remark that was allegedly made during the incident, and noted that SBS Transit has reviewed the CCTV footage, including the full verbal exchange.
What NTWU said
NTWU referred to “the incident on an SBS bus on 12 January 2026, which had caused distress to a commuter and her children” and extended its best wishes to them.
It said it understands that a remark was made in the incident that was inappropriate and offensive.
NTWU added that SBS Transit has looked into the matter and reviewed the CCTV footage, including the full verbal exchange.
With the incident posted online, the union urged the public to refrain from shaming or doxxing, warning that doing so causes further distress.
“In our public transport system, there are channels available for commuters to seek recourse. Going on social media will cause more distress, be it for commuters or public transport workers, and is always regrettable,” the statement said.
NTWU also noted that many transport workers are parents themselves, and that online negativity affects both them and their families. It added that SBS Transit is providing the bus captain with mental health counselling.
The union appealed for restraint and for the matter to be resolved through established channels, and said it remains committed to working with all stakeholders to ensure a respectful working environment for both commuters and transport workers.
What happened
The incident involved Athirah Khairwan, a 28-year-old content creator and mother of two, who said she was boarding the SBS bus service 145 on January 12 at around 10.26 am with her 13-month-old and two-year-old children in a double stroller.
She alleged that the rear doors closed on the stroller while her children were still inside. She also claimed that when she later tried to alight, the bus stopped some distance from the kerb, making it difficult to get off safely with the stroller. A heated exchange between her and the bus captain followed, during which she alleged an insensitive remark was made.
Athirah shared her experience on TikTok and later uploaded a follow-up TikTok video on January 15 reacting to SBS Transit’s official response.
She also lodged a police report. The police later confirmed that a report was lodged and that they are looking into the matter.
Why NTWU is calling out doxxing
NTWU’s main concern is what happens after these incidents go online.
Public transport workers deal with long hours, crowded conditions, and tense interactions, often while trying to keep services moving safely. When a dispute turns into online harassment, it can quickly spill over from feedback into punishment by the crowd.
That added pressure does not just affect one worker. It can affect colleagues, operations, and families too, which is why NTWU is asking the public to use formal channels even if the process may not be instant.
A thorough investigation means reviewing CCTV properly, hearing from all parties, and taking fair action based on evidence, not based on whichever clip gets the most views.
In this case, both the woman and the bus captain were wrong
Based on what has been reported so far, lao niang thinks it is fair to say that both parties are at fault.
First, if the doors closed on a stroller during boarding, that is a serious safety issue, especially if there are children inside the stroller. And if the bus captain made a deeply inappropriate remark during the exchange, that is unacceptable and unprofessional.
At the same time, the woman’s use of profanity during the confrontation likely escalated the situation rather than de-escalating it. Posting the dispute online also risks turning a complaint into a pile-on, especially if it leads to shaming or doxxing.
In other words, safety and professionalism still matter, but so does how disputes are handled.
The better outcome is for commuters to file complaints through proper channels, and for operators to investigate thoroughly using evidence such as full CCTV footage, then take fair action.
