In a strategic move to counter the growing issue of unauthorized travel in first-class and air-conditioned (AC) coaches, Central Railway (CR) has revived its WhatsApp helpline for Mumbai’s suburban passengers. The initiative is aimed at promoting compliance with ticketing rules, enhancing the experience for paying passengers, and safeguarding revenue.
With the helpline number, 7208819987, passengers can now directly report instances of fare evasion in both AC local and first-class non-AC local trains. The helpline was relaunched by the Senior Divisional Commercial Manager of CR’s Mumbai division, who took to social media platform ‘X’ (formerly known as Twitter) to disseminate the information at 7:05 pm on Monday. “The helpline enables commuters to lodge complaints regarding unauthorized travel in AC EMU or first-class coaches via WhatsApp,” the official post stated, while also appealing to passengers to “travel on a valid ticket.”
The move comes in response to a surge in complaints about ticketless travel. Recent checks conducted over two days uncovered over 1,000 cases of unauthorized travel in first-class non-AC and AC local trains during peak hours. The checks underscore the severity of the issue, highlighting the need for proactive measures to deter fare evaders. The introduction of this WhatsApp-based reporting mechanism marks a significant effort by Central Railway to address these challenges. The 66 air-conditioned local train services operated by CR on weekdays form a critical part of Mumbai’s suburban rail network, which sees a total of 1,810 services daily.
Ensuring ticket compliance is crucial for maintaining operational efficiency and protecting the interests of legitimate commuters who pay a premium for AC and first-class travel. The helpline also underscores a broader initiative by the Central Railway to streamline operations, enhance commuter experience, and optimize revenue streams. By empowering passengers to report violations, the railway authorities hope to instill a culture of accountability among commuters.
Some social media users have lauded the initiative, while others have called for its extension to long-distance mail and express trains, where similar issues of ticketless travel have been reported. Such public feedback indicates a wider concern about unauthorized travel and underscores the need for comprehensive solutions. The Central Railway’s proactive stance reflects a commitment to improving commuter services, reducing revenue loss, and fostering a more disciplined and orderly travel environment. The success of the WhatsApp helpline will depend on active participation from commuters and the effective response of railway authorities to reported cases.
