Commuters on the Western Railway (WR) were left in the dark during Friday morning’s major disruption as poor communication compounded the chaos triggered by twin technical snags. Passengers struggled to understand what was happening as Churchgate (CCG)-bound trains were turned back at Dadar. 

Poor communication

The lack of timely communication left commuters confused. There were few or no announcements explaining the cause of the disruption, while WR’s otherwise active social media handles remained silent for over an hour. As a result, passengers turned to social media and fellow commuters for updates.