Mumbai Metro has emerged as the national leader in WhatsApp-based ticketing, with 19% of all tickets booked through the messaging platform.
This milestone underscores the city’s commitment to integrating technology for enhanced commuter convenience and sustainable urban mobility Introduced in October 2024, the WhatsApp ticketing system offers a user-friendly interface, allowing commuters to purchase QR code tickets by simply sending a message. This initiative is part of the Mumbai Metropolitan Region Development Authority’s (MMRDA) broader strategy to digitize public transport services, aiming to reduce reliance on paper tickets and streamline the commuting experience.
Currently, 65% of Mumbai Metro’s commuters utilize digital ticketing methods: 44% via the National Common Mobility Card (NCMC), 19% through WhatsApp, and 2% using the metro’s mobile application. The remaining 35% still opt for traditional paper QR tickets. The WhatsApp ticketing service has been particularly impactful on Metro Lines 2A and 7, which recently recorded a peak ridership of 292,575 passengers in a single day. Stations like Andheri West and Gundavali have seen a significant uptick in digital ticket usage, reflecting the growing preference for contactless and efficient ticketing solutions.The
Officials from MMRDA have highlighted that the adoption of WhatsApp ticketing aligns with the vision of creating a ‘Mumbai in Minutes’—a city where travel is seamless, smart, and sustainable. The emphasis on digital tools is expected to further enhance the passenger experience and encourage the use of public transport in one of India’s most densely populated cities. The success of WhatsApp ticketing in Mumbai sets a precedent for other metropolitan regions aiming to modernize their public transportation systems. By leveraging widely-used platforms like WhatsApp, transit authorities can offer accessible and eco-friendly alternatives to traditional ticketing methods, contributing to the development of equitable and sustainable urban environments.
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