Mumbai News: Central Railway Deploys Special AC Task Force To Curb Irregular Travel; 100% Of Complaints Addressed

Mumbai: The Central Railway’s Mumbai Division has reported resounding success with its AC Class Task Force initiative. Launched on May 25, 2024, the specialized squad was created to curb irregular travel in the suburban AC locals and has since made significant strides in improving passenger satisfaction.

According to CR, dedicated initiative features a 24/7 WhatsApp complaint number — 7208819987 — allowing commuters to report instances of irregular travel in real time. All 11,134 complaints received between May 25, 2024, and June 30, 2025, were attended to within two days, marking a 100% resolution rate.

“The response mechanism is swift,” said a senior Central Railway official. “If the Special Squad is in the section mentioned, action is taken immediately. Otherwise, complaints are addressed the following day. We aim to ensure every passenger feels heard and secure.”

The initiative has yielded measurable results. The average number of daily complaints has dropped from 79 in June 2024 to 29 in June 2025, while the highest number of daily complaints fell from 228 to 103 over the same period — signaling a sharp drop in instances of irregular travel.

"A staggering 1.22 lakh ticketless travellers were caught in AC locals during the campaign period, leading to the recovery of Rs 4.01 crore in penalties. On average, around 365 offenders were caught daily, with approximately Rs 1.19 lakh recovered each day — showcasing the task force’s efficiency and vigilance" said an official.

Passengers have widely welcomed the initiative, lauding Central Railway’s proactive approach in maintaining the standards of AC local services.

"This is a really very effective initiative. It has not only helped curb illegal travel in AC local trains but also improved the overall safety level," said Kavita Kumari of Dombivli, a frequent commuter of AC locals.

Similarly, Ratnesh Kamble from Kalyan, also a regular AC local commuter, praised the initiative and said, "I messaged twice, and both times I received a timely response from the task force members".

The Mumbai Suburban Network under Central Railway operates 1,810 services daily, including 80 AC local services that carry nearly 78,000 passengers each day. With an overall suburban ridership of 3.9 million passengers daily, maintaining order and fairness in premium coaches has been a key focus for the railway authorities.

Looking ahead, Central Railway aims to reduce complaints regarding irregular travel in AC coaches to zero. Officials continue to encourage passengers to use the dedicated WhatsApp number to report issues — emphasizing that it is a message-only service, and calls are not accepted.

As Central Railway intensifies its enforcement efforts, it also appeals to commuters to “travel with dignity by purchasing proper tickets,” ensuring a seamless and fair travel experience for all.