FAQ

Let Us Help You - FAQs

1. Why do we need metro in Mumbai?

Due to the city’s geographical constraints and rapid population growth, road and rail infrastructure development has not been able to keep pace with growing demand over the past several decades. To reduce congestion in the city, Mass Rapid Transit System (MRTS) like Mumbai Metro One is an ideal solution. This not only reduces the travel time but also provides comfortable and non-polluting travel experience.

2. How is metro different from suburban trains or monorail?

A rapid transit system like metro is a technologically advanced public transport system which operates on rail tracks in an urban area with high capacity, high frequency, is fast and is segregated from other traffic – underground tunnels (subways) or elevated above street level (elevated transit line). This system is automated with respect to operations and since it has a dedicated right of way, it is able to provide high reliability to its users. Whereas, monorail is a rubber tyre guide way-based transportation system which is guided on a single beam, with a much lower carrying capacity.

3. What kind of metro network has been planned for Mumbai?

Mumbai Metro network has also been planned in phases. Versova to Ghatkopar via Andheri is the 1st metro line of Mumbai. As per Mumbai Master Plan available on MMRDA website following plan has been in discussion:

4. Who will operate Mumbai Metro Line 1?

Mumbai Metro Line 1 was awarded to a consortium led by R Infra through an international competitive bidding process on BOOT (Build Own Operate Transfer) basis for a 35-year period.

The Mumbai Metro Line 1’s operator is Mumbai Metro One Pvt Ltd (MMOPL), a special purpose company formed by Reliance Infrastructure, and the Mumbai Metropolitan Region Development Authority (MMRDA). MMOPL is also the Metro Rail Administrator and is the Project is being operated under the provisions of the Metro Railways (Operations and Maintenance) Act, 2002.

5. How long did it take to build the metro line?

The project was inaugurated by PM Manmohan Singh in June 2006 and construction work began in February 2008 and commercial operation commenced from 8th June 2014.

6. What is the uniqueness of the project? How is it different from say Delhi Metro?

Mumbai Metro One is India's first Public Private Partnership (PPP) metro project in which all the three phases (construction, operation and maintenance) have been undertaken by a private player.

7. What are the features of Mumbai Metro One?

Mumbai Metro One runs on a dedicated elevated corridor providing East – West connectivity and has been designed to deliver highest level of comfort for the passengers viz.

  • Fully air-conditioned world class coaches.
  • 95 escalators, 45 elevators and close to 200 staircases to enable passenger movement from the stations.
  • Modern Automatic Fare Collection System enabling multiple fare products.
  • Highest levels of passenger security systems with more than 700 CCTV cameras giving live footage of the system including insides of the train.
  • Trains are equipped with special stainless steel units inside the coaches to enable comfortable standing.
  • All coaches have 4 LCD screen to keep passenger informed.
  • Reserved space for the specially abled in each coach of the train.

8. How much will it cost me to travel?

For fare details, please visit: http://www.reliancemumbaimetro.com/ticket-fares.aspx

9. Can I purchase a monthly pass to travel?

Yes, for pass details, please visit: http://www.reliancemumbaimetro.com/ticket-fares.aspx

10. Is there any concession for children/students/senior citizens/Specially abled/group

Children below 3 feet (90 cm) can travel free when accompanied by an adult. For more details please visit http://www.reliancemumbaimetro.com/ticket-fares.aspx

11. What are the different types of products for travelling ?

One can travel by purchasing:

  • Smart Card – ideal to avoid queues and frequent travel
  • Paper Ticket (QR Code) – Single and Return Journey
  • Skiiip Q (Mobile Ticket) – QR Code

    In Mobile ticketing, the mobile phone can be used as a ticket, at entry and exit collection gates. This facility is available on PayTm App and Ridlr App and will soon be introduced even in the Mumbai Metro One app.

  • Co-Branded Cards (SBI, ICICI)

Paper tickets and Smart Cards are available at Ticket Counters at stations. In addition, Ticket Issuing Machines (TIMs) are available to recharge cards.

12. What kind of currencies does a TIM accept?

  • For Smart Card reload: TIMs accept currency notes of any denomination.

13. What is a Smart Card?

It is a card ideal for regular commuters which can be used as:

  1. Store Value Pass (SVP) - is an electronic purse with some pre-loaded monetary value as per your choice. Each time you use the metro, the ticket value will be deducted from the monetary value stored in the Smart Card at the exit gate as per fare chart. The minimum recharge value is Rs. 100/- and maximum monetary value that can be stored is Rs. 3000/-.

  2. Trip Pass (TP) can be loaded with 45 Trips or Unlimited Trips (on additional payment of Rs. 25/-). These trips are valid only for 30 days from the time of purchase/reload within fixed origin and destination. Once Trip pass is purchased, origin and destination station cannot be changed until next recharge. One trip is considered when passenger makes an entry and a corresponding exit. Unutilized trips cannot be carried forward, transferred to another card or refunded.

14. What is the utility/advantage of Smart Card?

Use of Smart Card will:

  • Save time and avoid queues at ticketing offices.
  • Provide freedom of choice between origin and destination.

15. From where can I purchase a Smart Card?

Smart Cards can be purchased from Ticket Counters or Customer Care Counters at stations.

16. What is the cost of Smart Card?

Standard Smart Card can be obtained by paying refundable security deposit of Rs. 50/-, the same can be used as a store value pass or a trip pass.

17. Do I need to provide any documentation/information/proof to get a Smart Card?

No document/proof is required for standard Smart Card. If willing, one can provide contact details while purchasing the Smart card. It will help retrieve card details when reported lost.

18. How do I recharge my Smart Card?

Smart Cards if purchased as a Store Value Pass can be recharged at Ticket Counters, Customer Care counters, Ticket Issuing Machines (TIMs), Insta-charge option on our website and few digitals wallets. If purchased as a Trip pass, they can be only recharged at Ticket Counters and Customer Care Counters.

19. How many people can travel on a single Smart Card?

Only one person is authorized to travel on one Smart Card.

20. What is the validity of Smart Card?

Validity will depend on the product chosen.

Smart Card when used as Store Value Pass is valid for 180 days from the date of last recharge. After that period, the card enters a grace period of another 180 days within which one has to recharge the card to increase validity by another 180 days and to carry forward balance. If any card is not recharged during validity period of 180 days & grace period of 180 days i.e. for 360 days from last recharge; balance available on the card will lapse. However, security deposit of these cards can be refunded as per applicable rules.

Smart Card when used as a Trip pass is valid for 30 days from the date of purchase/reload. It contains 45 trips to be utilized in 30 days. Trip pass is non- refundable, non- transferable and unutilized trips cannot be carried forward. Passengers have to decide the origin and destination of the trip pass before purchasing a trip pass.

21. If Smart Card is used as a store value card, what is the minimum and maximum recharge amount?

Smart Cards can be recharged by minimum value of Rs. 100/- and multiples of it. The maximum value that can be stored on the card is Rs. 3000/-. However, it would be revised from time to time based on customer requirements and as per the RBI guidelines.

22. Whom do I contact for queries related to online recharge of smart card?

For queries related to online recharge of Smart Card, you are requested to contact Customer Care Counters at any Metro Station, email us on customercare@reliancemumbaimetro.com or call our call centre number 022-30310900.

23. How have you ensured fare is rightly charged to Smart Card?

We have state of art Automated Fare Collection System (AFCS) installed at all the stations which ensures commuters are rightly charged. After each journey, smart card validity and balance is displayed on screen at AFC gates.

24. How can I check validity & balance of my Smart Card?

RVCT (Remaining Value Checking Terminals) are available at all stations; they are located beside the TIM. Additionally, while passing through AFC gates, the same information will be displayed on the screen of AFC gate.

25. What is the minimum balance in Smart Card required to travel when used as store value card?

Smart Card must have a balance equal to maximum fare for entry through AFC gate.

26. When does the AFC reader reject a Smart Card?

  • If the AFC reader detects more than one card (including other cards) during processing, the validation will fail. You will need to choose which card you want to use to pay for the fare and you should take it out of your wallet to touch it on the reader.

  • One entry should be followed by one exit for the card to function properly.

  • When the balance in the card goes below the required minimum.

  • Card validity is expired.

27. What precautions are to be taken while using Smart Card?

At entry, wait for your turn and properly exhibit your Smart Card on the AFC reader on your right hand side. While exiting, the Smart Card should be properly exhibited again at the AFC Gate to avoid any kind of penalty. Please note, left handed individuals have to take special note of this since the validation falls on the right hand side of the individual.

28. What happens if I lose Smart Card while travelling?

If Smart Card is lost while travelling, you should approach Customer Care counter at the station you wish to exit. You will be permitted to exit after paying a penalty of Rs. 50/- and the maximum fare.

29. Can I get my lost Smart Card replaced?

You are requested to visit Customer Care Counter at any metro station and fill the lost smart card replacement form with your name, contact no. and smart card no. The form can be submitted to the Customer Care Officer along with a photocopy of Govt. authorized photo identity proof. After verifying your details a replacement of your lost smart card will be provided to you at a nominal charge of Rs 100/-.

30. I wish to block my lost smart card. What should I do?

You are requested to visit Customer Care Counter at any metro station and follow the lost smart card replacement process. Lost smart card will be blocked only when the replacement card is collected by the passenger.

Lost smart card number has to be provided by the passenger.

31. How do I get a refund of security deposit?

On surrendering your Smart Card at Customer Care of any station, you will be granted a refund of your security deposit of your properly working card without any physical damage.

After deducting processing charges, the value stored in your card will be refunded if your card is within validity period.

32. What do I do with a Smart Card which is not physically damaged, but not working properly?

If the card is unreadable in the system it needs to be deposited and new card can be collected from the Customer Care Counter.

33. What can I do with a Smart Card which is physically damaged, but properly working?

Obtain a new Smart Card by paying fresh deposit and transfer old data to the new card.

34. What is a Paper Ticket?

A paper ticket is a valid ticket with QR code printed on it issued for journey in metro.

35. Can one purchase return journey ticket for travel?

Yes.

36. What is the validity of the ticket?

It is valid for travel till the last train for the day.

37. Can unused tickets be returned?

Unused tickets can be returned to Customer Care.

Commuters will be eligible for refund if unused ticket is returned on the same day of purchase and only from the station of origin.

In case of Return Journey Ticket, if one trip is utilized, no refund will be provided for the unused trip.

38. What precautions are to be taken while using travel token?

At entry, wait for your turn to properly exhibit your travel token on the right hand AFC reader and while exiting ensure travel token is dropped at AFC to avoid any kind of fine. Return Journey Token holders should retain the receipt issued to them and have to collect the token from token holder on completion of the 1st leg of your journey.

39. What happens if I lose my ticket while travelling?

If a travel ticket is lost while travelling, you should approach Customer Care counter at the station you wish to exit, and exit by paying a penalty of Rs. 50/- and the maximum fare.

40. Can I travel from any station after purchase of ticket?

No, tickets are valid for travel from station where it has been purchased.

41. I have purchased a ticket to travel from Versova to Ghatkopar, now I plan to cancel my travel. Can I get a refund?

After entry through AFC gates, ticket cannot be refunded.

42. Can I make an entry using ticket and exit using smart card or vice versa?

No, You have to use the same medium to make an entry and a corresponding exit.

43. Can I extend my journey beyond my destination?

Yes, you can extend journey beyond destination by paying difference in fare at Customer Care counter before exiting.

44. How long does it take to travel from Versova to Ghatkopar?

One can travel from Versova to Ghatkopar or vice versa in just under 25 minutes. The same journey by road during peak hours, takes more than an hour.

45. What is the frequency of train?

The headway between each train on Weekdays (Monday to Saturday) will be 3.33 minutes at peak hours and 8 minutes at non-peak hours. The headway between each train on Sundays or Public Holidays will be 8 minutes.

  • The 1st train* will leave from Versova at 05:18 hrs and Ghatkopar at 05:28 hrs.
  • The last train* from Versova will leave at 23:18 hrs. The last train from Ghatkopar will leave at 23:40 hrs.
  • *Train timings are subject to change from time to time, please contact Customer Care at station for an update on the same

46. Which stations are directly connected to suburban railways?

Andheri Station for Western Railways and Ghatkopar Station for Central Railways.

47. How long will a metro train stop on the platform?

Depending on number of commuters boarding/alighting the time varies from 15 to 30 seconds.

48. How do I come to know about next departing train?

Passenger Information Display (PIDS) at concourse & platform level provide information regarding next train.

49. Do trains have reserved seats for pregnant women, senior citizens, specially abled and passengers carrying infants?

All trains have seats which are reserved for pregnant women, senior citizens, specially abled and passenger with infants. There is a reserved space for specially abled passengers travelling on wheel chairs.

50. Does Mumbai Metro One have reserved coaches for ladies?

Yes, part of last coach while travelling from Versova to Ghatkopar and similarly part of first coach while traveling from Ghatkopar to Versova is reserved for ladies.

51. Is there a time limit within which one has to exit from station?

Yes, same station exit must be made in 20 minutes and exit from other stations within 75 minutes. Overstay will result in a penalty of Rs.10/- hour to a maximum of Rs.50/- for each passenger.

52. What happens if ticket/card does not function at AFC (entry or exit)?

Kindly approach Customer Care counter located near the Entry/Exit AFC Gates for assistance.

53. How much luggage can a commuter carry?

A commuter is allowed to carry goods other than baggage containing personal belongings not exceeding 80 cm x 50 cm x 30 cm in size and 25 kilogram in gross weight. For any exceptions, prior approval of the metro railway administration is required.

However, commuters are requested to carry minimal luggage during peak hours.(08:00 AM to 11:00 AM and 05:00 PM to 8:00 PM).

54. What is the time table of metro service?

Metro system does not have a fixed time table.

The headway between each train on Weekdays (Monday to Saturday) will be 3.33 minutes at peak hours and 8 minutes at non-peak hours. The headway between each train on Sundays or Public Holidays will be 8 minutes.

55. When is the first & last train?

Please check https://www.reliancemumbaimetro.com/metro-train-schedule for latest train timings.

56. How to get assistance in case of emergency while travelling in Metro Train?

All coaches of metro train are equipped with Passenger Emergency Communication Unit (PECU) to contact train pilot who in turn informs staff at next metro station for support. Misuse of PECU will attract penalty of Rs.1000/-. All the coaches are also equipped with CCTV cameras, which are used to keep a close watch on miscreants.

57. How do I come to know when my exit station is approaching?

Exit doors have an alignment map indicating stations traveled so far & upcoming stations. In addition, there will be periodic announcements regarding the same.

58. Will there be fast & slow trains like Suburban railways?

No, metro line has 2 tracks; one for up journey & other for down journey.

59. Are pets allowed in train?

No, pets are not allowed in a metro train.

60. Why does the metro not run 24X7?

There are various maintenance activities which are to be carried out when the trains are not running; hence it is necessary to give a break in operation.

61. Will there be extended service during special occasion like New Year?

Please follow announcements at stations / other communication media (Facebook/Twitter etc.) to know about extended hours of services during festive seasons.

62. What are the facilities provided to commuters at stations?

For the convenience of commuters each station has multiple access through staircase, escalators and lifts. Additionally, commuters can avail facilities like first aid boxes, wheelchairs etc on demand. These can be availed by contacting us at Customer Care Counters. Retail, Food & Beverage outlets and ATM Facilities are also available for commuters.

63. Do metro stations have parking facility and how much do they charge?

MCGM has arranged for limited parking facilities in & around stations, please follow road signs for the same.

64. Is there any restriction on vehicle traffic in & around stations?

Follow the restrictions imposed by traffic police.

65. How many entries & exits does a station have?

All stations have multiple entries and exits through staircase, escalators and lifts.

66. Are stations friendly to the visually impaired?

All stations have tactile flooring for guiding the visually impaired.

67. How are commuters guided within stations?

All stations have proper signages installed for guiding commuters.

68. How can I avail facilities like first aid boxes etc. at a Metro Station?

You are requested to kindly contact Customer Care Counter at stations & ask for assistance.

69. How do I trace my lost article/item, do you have a lost & found counter?

Yes, we have a Lost and Found Centre at Andheri Metro Station platform level – which is open from 1:00 pm to 9:00 pm from Monday to Saturday. Alternatively, you can contact Customer Care Counter at any station; they will provide all possible assistance.

70. Does Metro train have a toilet?

No toilet facility is available in Metro train; however toilet facility is available at all metro stations.

71. Are there retail outlets at stations?

For the convenience of commuters, we have ATMs, Convenience Stores, Cafes, various other retail outlets offering refreshment and other products to meet some of the daily requirements of commuters.

72. How can I go from one platform to another?

To change platforms where it is separated by tracks; commuters need to go down to the concourse level and climb up the stairs or use the escalator from the other side.

73. Does metro have porter service?

No.

74. What steps have been taken to ensure safety & security?

CCTV is provided for continuous surveillance and monitoring both in train and on platforms. A Video Transmission System (VTS) is provided in the train, so that central control can monitor whatever is happening inside the compartment in a running train. This is a new system that is being provided for the first time in India. Additionally, a thorough Security check is undertaken with - baggage scanning machines, Door Frame Metal Detectors (DFMD) and Hand Held Metal Detectors (HHMD).

75. What steps have been taken to manage crowd and to avoid chaotic situations?

We have deployed sufficient staff at all levels of the station to manage crowd.

76. How have you ensured security of commuters, especially women?

Security personnel are deployed round the clock for ensuring security of commuters. Additionally, we do have a Secucare App that passengers can download.

77. Whom do I contact if any hazardous article/unusual occurrence is observed at a station?

Promptly inform the nearest metro security personnel, metro employee or the police.

78. How do I identify a Metro employee?

The employees would be wearing a Metro uniform and can be identified easily.

79. What happens when platforms get over crowded?

Sufficient staff is deployed at station to avoid any such situation. The stations have adequate holding area to avoid crowding at platform level. Also, the Station Controller monitors the platform on CCTVs and if there is overcrowding at platform, the entry to platform will be stopped for some time.

80. What happens if a passenger falls down on the track, when there are no trains?

Our personnel are deployed at the stations to take care of such situations.

81. What happens if the train stops between stations?

Do not panic, in case of any such eventuality our control center would advise accordingly through in-train announcement. Adequate safety measures are in place to safely evacuate passengers in case of any unforeseen event.

82. What happens at the time of emergency?

At the time of emergency, commuters may be asked to vacate trains/stations. The facilities have been designed and staffs have been trained to ensure a safe exit.

83. Where can a Metro passenger lodge a Police complaint?

A police complaint can be lodged at Andheri Police Station (below Andheri Metro Station). This is a central police station for all complaints pertaining to Mumbai Metro One.

For assistance contact Customer Care.

84. Does metro station have an emergency phone?

At platform level passengers can use the PHP (Passenger Help Point) to get in touch with the Station Controller. At concourse level, you can approach Customer Care at stations for any emergency.

85. Who has certified the safety of the project?

CMRS (Commissioner for Metro Rail Safety) under the Metro Act, 2002 has certified the safety of the Project.

86. If I have a feedback/suggestion/query or complaint, whom do I contact?

You can reach us at:
Phone: +91-22-3031 0900;
Email: customercare@reliancemumbaimetro.com
Or get in touch with our Customer Care at station.

87. Can I purchase a platform ticket?

You can purchase ticket equal to minimum fare to visit paid area of the same station. However, you have to exit within 20 minutes from the same station to avoid penalty.

88. Is there any refund for delayed journey?

Mumbai Metro One is not legally obliged to make refunds when commuters are delayed. However, if train service is interrupted where no trains are available for travel for more than 15 minutes; commuters can approach Customer Care Counter & seek refund.

89. What are different offences and penalties on Mumbai Metro One? How will they be collected?

“Offences & penalties” are displayed at stations and on the website. The penalties are collected by the Customer Care Officer.

90. If I get pick-pocketed, where do I report the case?

You would need to report at the nearest Police Station.

91. How is the train door closing managed? What happens if any door of a train does not close?

Door closing is managed by the Train Pilot. The Train Pilot has a clear view of the entire platform and would be aware in case of any such eventuality. The trains are designed not to move till such time all doors are safely closed.

92. How well is your staff trained to manage various functions of the Metro Train?

The staff deployed at stations have been given adequate training to take care of all eventualities. In addition, the Operation Control Centre (OCC) has full view of the entire operation at all times.

93. What will happen if there are excess commuters in a coach & the train door does not close?

Trains will not move unless and until all doors are safely closed. Hence, it is the duty of all commuters to ensure that such an incident does not arise and trains are not delayed due to the same. During peak hours there are trains every 3.33 minutes. We request all excess commuters to de-board and take the next train. Additionally, there are attendants at all station platforms to assist commuters & ensure non-occurrence of such incident.

94. If I have to travel from Versova to CST, can I purchase a direct ticket?

No. If you are a regular commuter on Mumbai Metro One, kindly obtain a Smart Card to travel in the metro system and to avoid standing in queues. You will have to obtain a separate suburban pass for travelling on suburban railway. CST is connected through both Andheri and Ghatkopar.

95. Will there be a ticket checker in train?

There will be random checking of ticket in the train/station. The metro system works on a closed system basis wherein a passenger has to buy the ticket to enter the train and also while exiting the ticket is checked by the system.

96. What happens at the time of electricity failure?

The entire power system has been set up to avoid any such eventuality. However, all emergency evacuation procedures will be put into action, in case of any such requirements.

97. During adverse weather conditions (like heavy rains) will your service get affected?

No, metro systems have been designed to withstand adverse weather conditions.

98. Does Mumbai Metro One have a facebook / twitter account?

Yes, you can get in touch with us through these accounts.

https://twitter.com/MumMetro
https://www.facebook.com/MumbaiMetroOfficial/
https://instagram.com/MumbaiMetro/
https://www.linkedin.com/company/mumbai-metro-one
https://www.youtube.com/user/mumbaimetroofficial

99. Can commuters take photographs/video in station/train?

No, photography/videography is prohibited in station & train for security reasons.

100. Do station/trains have Wi-Fi internet connectivity?

We have WiFi connectivity at stations; please get in touch with Customer Care for further details on the same. We are in the process of establishing WiFi connectivity in train and we will update you as & when launched.

101. Are hawkers allowed in train?

Hawkers are not allowed in our train or station premises. It is a punishable offence.

102. Will I get mobile network inside metro/station?

Yes.

103. Where do the trains get parked and maintained?

At our depot at DN Nagar.

104. Is there a feeder bus service to metro stations?

BEST has dedicated feeder routes for metro commuters details of which are available at all stations.

105. Has metro helped to reduce pollution?

Metro systems are pollution free.

106. Is there a first class compartment?

No, metro trains do not have different classes.

107. Can I carry a licensed gun in metro?

No, under normal circumstances; passengers are not allowed to carry licensed gun onboard. However, after taking prior approval of security in-charge one may carry licensed arms & ammunition in a metro.