On May 25, 2024, CR launched a specialised AC Class Task Force to monitor and respond to issues related to premium local train services. A dedicated WhatsApp complaint number — 7208819987 — was also introduced, enabling commuters to report ticketless travellers, unattended belongings, excessive cooling, and a lack of ticket-checking
CR chief spokesperson Dr Swapnil Nila. PIC/SAYYED SAMEER ABEDI
In a major crackdown on irregular travel, Central Railway (CR) has resolved over 11,000 complaints related to its air-conditioned suburban trains in just over a month, thanks to a dedicated 24/7 WhatsApp helpline and a special enforcement squad. On May 25, 2024, CR launched a specialised AC Class Task Force to monitor and respond to issues related to premium local train services. A dedicated WhatsApp complaint number — 7208819987 — was also introduced, enabling commuters to report ticketless travellers, unattended belongings, excessive cooling, and a lack of ticket-checking.
“Between May 25, 2024 and June 30, 2025, we received 11,134 complaints, and all were addressed within just two days. Daily complaints dropped from an average of 79 in June 2024 to 29 in June 2025. The maximum complaints per day also reduced from 228 to 103,” said CR chief spokesperson Dr Swapnil Nila. He added, “If our Special Squad is in the section mentioned, they act immediately. If not, action is taken the following day.”
An analysis of the complaints led to the detection of 1.22 lakh irregular travellers and recovery of R4.01 crore in penalties — an average of 365 ticketless travellers caught daily, with over Rs 1.19 lakh collected every day in fines. Commuters have lauded CR’s proactive approach to keeping the premium service clean and functional. The Mumbai suburban network under CR operates 1810 services daily, including 80 AC locals that carry around 78,000 passengers per day. “The WhatsApp complaint number has helped tremendously,” said Dr Nila, clarifying that passengers should only message and not call the number.
Passenger voices
Avchit Joshi
“Many trains still don’t have ticket checkers during rush hour. CR must monitor if the squads are actually active.”
Hitesh Valecha, AC commuter
“Crowd control would improve if 12-car rakes were converted to 15, delays reduced, and separate tracks assigned for express trains.”
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