CHENNAI: Southern Railway has opened a new feedback channel for passengers to voice their opinions on the recently launched air-conditioned suburban train service, following an influx of complaints on social media. Passengers can now send their feedback via WhatsApp to 63747 13251, focusing primarily on the train's service timings.
Currently, the air-conditioned suburban train operates only six services a day on the Chennai–Tambaram–Chengalpet route, a schedule that has drawn criticism from commuters. Dayanand Krishnan, a resident-activist from Tambaram, highlighted that the same rake is utilized to operate 14 services every day in Mumbai, indicating a significant discrepancy in service availability. The rake remains idle from 10:30 AM to 3:45 PM and again from 10:30 PM to 6:45 AM the next day, not to mention that services are not operated at all on Sundays.
This limited schedule results in a weekly rake utilization of roughly 60 hours, which accounts for only about 35% of the available time. Commuters have pointed out that this schedule does not align with the needs of office-goers and students. The last morning service ends by 10:30 AM and does not resume until 3:45 PM, while most people begin work between 9 AM and 10 AM and finish only after 5 PM or 6 PM.
Concerns have also been raised regarding fare pricing. A one-way ticket between Egmore and St Thomas Mount on the AC suburban train costs 40 rupees, while the metro charges only 32 rupees for the same stretch. This pricing structure makes the suburban AC train one of the most expensive EMU services in the country. Comparatively, the Vande Metro, which is marketed as a premium service, offers more cost-effective rates per kilometer.
In light of these concerns, railway officials have stated that they will review passenger suggestions as they consider possible adjustments to the service. The feedback channel, which was officially announced on April 20, 2025, is part of Southern Railway's efforts to engage with commuters and improve service quality.
Passengers are encouraged to send their suggestions through WhatsApp to the designated number, as voice calls and voice messages are not permitted. Additionally, feedback can also be registered through a form available on the official Southern Railway website, where passengers can rate their comfort during train travel and provide suggestions for improvement.
Krishnan expressed his support for the initiative, stating, "It’s a welcome move from the Southern Railways to receive valuable feedback from passengers for the new service. This gesture will ensure a cordial relationship between passengers and the operating authority." However, he emphasized the need for fare reductions to make the service more competitive with the metro rail service.
He suggested that the number of services from Tambaram to Beach should be increased during non-peak hours, specifically between 10:30 AM to 3:45 PM and 8:30 PM to 11 PM. In total, he proposed that 12 services could be operated to accommodate the train's capacity of around 5,000 passengers.
The introduction of the first South Indian AC EMU train in Chennai on April 19, 2025, marks a significant milestone in the region's public transport offerings. Despite the initial enthusiasm surrounding this new service, the operational challenges and fare concerns have sparked a dialogue among commuters about the effectiveness of the current schedule and pricing.
With the feedback channel now open, Southern Railway aims to foster a more responsive and passenger-friendly environment. As officials consider adjustments based on the feedback received, the hope is that the service can evolve to better meet the needs of its users.
In conclusion, the Southern Railway's invitation for feedback is a crucial step toward improving the air-conditioned suburban train service. The effectiveness of this initiative will depend largely on how well the railway authorities respond to the suggestions and concerns raised by passengers.
