executivesummarywilber final.pdf

Executive Summary [Mumbai Sub- urban Rail Passenger Surveys and Analysis]

E-1 Mumbai Railway Vikas Corporation Ltd. | Wilbur Smith Associates

Table of Contents

I. Study Background ..................................................................................................................................... 1II. Study Objective ......................................................................................................................................... 1III. Scope of the study ................................................................................................................................. 1IV. Survey Planning & Schedule ................................................................................................................. 2V. Passenger Travel Pattern and Crowding .................................................................................................... 3

i. Hourly Distribution of Suburban Train Passenger Travel ..................................................................... 6ii. Identification of Peak Hour of Travel ................................................................................................... 8iii. Peak Hour Section Load ...................................................................................................................... 10iv. Train Crowding during peak hour ....................................................................................................... 20v. Boarding/Alighting at stations ............................................................................................................ 20vi. Passenger Trips Forecast ..................................................................................................................... 20

VI. Station Entry/Exit Counts ................................................................................................................... 21i. Queue length at Ticket Counters ......................................................................................................... 24

VII. Commuter Feedback Surveys .............................................................................................................. 25VIII. Crowding on FoBs & Suggested Improvements ................................................................................. 33IX. Conclusion .......................................................................................................................................... 34


E-ii Mumbai Railway Vikas Corporation Ltd. | Wilbur Smith Associates

List of Figures

Figure E- 1: Stations Selected for Surveys ............................................................................................................. 2 Figure E- 2 : Coaches Selected for 12 Car rakes .................................................................................................... 4 Figure E- 3: Coaches Selected for 9 Car rakes ....................................................................................................... 4 Figure E- 4: Identification of Peak Hour of Travel on Suburban System ............................................................... 8 Figure E- 5: Identification of Peak Hour of Travel on Western line ...................................................................... 8 Figure E- 6: Identification of Peak Hour of Travel on Virar-Dhanu Road line ...................................................... 9 Figure E- 7: Identification of Peak Hour of Travel on Central line ........................................................................ 9 Figure E- 8: Identification of Peak Hour of Travel on Harbour line ...................................................................... 9 Figure E- 9: Identification of Peak Hour of Travel on Trans-Harbour line .......................................................... 10 Figure E- 10: Peak Hour Section load on Western Line (Slow + Fast Services) for Up Direction (8:30-9.30) and

Down Direction (18:00 19:00) .................................................................................................................. 11 Figure E- 11: Peak Hour Section load on Western Line Fast & Slow Services for Up Direction (8:30: 9:30) .... 12 Figure E- 12: Peak Hour Section load on Western Line Fast & Slow Services for Down Direction (18:00

19:00) ........................................................................................................................................................... 13 Figure E- 13: Peak Hour Section load on Virar Dhanu Road Line for Up Direction (8:30-9:30) and Down

Direction (18:00 19:00) ............................................................................................................................. 14 Figure E- 14: Peak Hour Section load on Central Line (Slow + Fast Services) for Up Direction (8:30-9:30) and

Down Direction (18:30 19:30) .................................................................................................................. 16 Figure E- 15: Peak Hour Section load on Central Line Fast & Slow Services for Up Direction (8:30 - 9:30) ..... 16 Figure E- 16: Peak Hour Section load on Central Line Fast & Slow Services for Down Directions (18:30

19:30) ........................................................................................................................................................... 18 Figure E- 17: Peak Hour Section load on Harbour Line for Up Direction (8:00 9:00) and Down Directions

(18:30 19:30) ............................................................................................................................................. 19 Figure E- 18: Opinion on Facilities inside the Train ............................................................................................ 25 Figure E- 19: Opinion on facilities at the stations ................................................................................................ 26 Figure E- 20: Opinion on facilities at platforms ................................................................................................... 26 Figure E- 21: Opinion on FoBs/Subways ............................................................................................................ 26 Figure E- 22: Opinion on overall Satisfaction ...................................................................................................... 27 Figure E- 23: Opinion on Facilities inside the Train ............................................................................................ 27 Figure E- 24: Opinion on facilities at the stations ................................................................................................ 28 Figure E- 25: Opinion on facilities at platforms ................................................................................................... 28 Figure E- 26: Opinion on FoBs/Subways ............................................................................................................ 28 Figure E- 27: Opinion on overall Satisfaction ...................................................................................................... 29 Figure E- 28: Opinion on Facilities inside the Trains ........................................................................................... 29 Figure E- 29: Opinion on facilities at the stations ................................................................................................ 30 Figure E- 30: Opinion on facilities at the stations ................................................................................................ 30 Figure E- 31: Opinion on FoBs/Subways ............................................................................................................ 30 Figure E- 32: Opinion on Overall Satisfaction ..................................................................................................... 31 Figure E- 33: Opinion on Facilities inside the Trains ........................................................................................... 31


E-iii Mumbai Railway Vikas Corporation Ltd. | Wilbur Smith Associates

Figure E- 34: Opinion on facilities at the stations ................................................................................................ 32 Figure E- 35: Opinion on facilities at the stations ................................................................................................ 32 Figure E- 36: Opinion on FoBs/Subways ............................................................................................................ 32 Figure E- 37: Opinion on FoBs/Subways ............................................................................................................ 33


E-iv Mumbai Railway Vikas Corporation Ltd. | Wilbur Smith Associates

List of Tables

Table E- 1: Schedule of Surveys ............................................................................................................................ 3 Table E- 2: Multiplying factors derived for Western railway ................................................................................. 5 Table E- 3: Multiplying factors derived for Central railway ................................................................................. 5 Table E- 4: Hourly Variation of Passengers Travelling on Suburban trains during peak period/peak direction .... 6 Table E- 5: Hourly Distribution of Passengers Travelling on Western Line .......................................................... 6 Table E- 6: Hourly Distribution of Passengers Travelling on Virar-Dhanu Road Line .......................................... 7 Table E- 7: Hourly Distribution of Passengers Travelling on Central Line ............................................................ 7 Table E- 8: Hourly Distribution of Passengers Travelling on Harbour Line .......................................................... 7 Table E- 9: Section with Highest Section Load .................................................................................................... 10 Table E- 10: Section with Highest Section Load on Virar-Dhanu Road Line ...................................................... 14 Table E- 11: Section with Highest Section Load on Central Line ........................................................................ 15 Table E- 12: Section with Highest Section Load on Harbour Line ...................................................................... 15 Table E- 13: Passenger Trips OD forecast ............................................................................................................ 21 Table E- 14: Summary of Passengers using Stations on western Line ................................................................. 21 Table E- 15: Hourly variation of Passengers using Stations on Western Line ..................................................... 22 Table E- 16: Summary of Passengers using Stations on Virar-Dhanu Road Line ................................................ 22 Table E- 17: Hourly variation of Passengers using Stations on Virar-Dhanu Road Line ..................................... 22 Table E- 18: Summary of Passengers using Stations on Central Line .................................................................. 23 Table E- 19: Hourly variation of Passengers using Stations on Central Line ....................................................... 23 Table E- 20: Summary of Passengers using Stations on Harbour Line ................................................................ 23 Table E- 21: Hourly variation of Passengers using Stations on Harbour Line ..................................................... 24 Table E- 22: Queue length observed at ticket counters ........................................................................................ 24



I. STUDY BACKGROUND The Suburban Rail System in Mumbai is the most complex, densely loaded and intensely utilized rail system in the world. It is spread over 319 route kms on three corridors, i.e.; Western, Central and Harbour. There are 36 stations over Western line, 51 over Central line and 28 over Harbour line. Daily, a total of 2813 train services are operated by Western railway and Central railway on the three lines together. Currently, Western Railway operates maximum number of daily services, ie; 1201 services on the Western line (9 car rakes- 6, 12 car rakes-1165, 15 car rakes- 30) ; Central railway has 875 daily services on Central line (9 car rakes- 0, 12 car rakes-809, 15 car rakes -16) and 787 daily services on Harbour line (9 car rakes- 577, 12 car rakes- 210). Today, Mumbai's suburban railway system carries more than 80 lakhs passengers on a weekday, which may be the highest passenger carrying suburban rail system in the World.

Mumbai Railway Vikas Corporation Ltd (MRVC), a Public Sector Undertaking of Govt. of India under Ministry of Railways (MoR) has initiated a number of rail infrastructure projects under MUTP Phase I and Phase II and intends to gauge the benefits of these projects to Mumbai suburban rail passengers. In order to plan future projects, it would be imperative to assess the present crowd levels in suburban trains and travel pattern of suburban rail passengers. In this connection, MRVC has appointed Wilbur Smith Associates, a consultant of international repute in transport studies, to carry out sub-urban rail passenger surveys and analysis.

II. STUDY OBJECTIVE The main objectives of the study are:

To assess the present travel pattern of suburban rail passengers

To estimate existing peak hour and peak directional flow of passengers

To assess the crowd level in suburban trains, Entry / exit points, Stations and Foot Over Bridges (FoBs)

To suggest measures to reduce congestion on FoBs

To know opinion of passengers on various aspects of the suburban rail system

III. SCOPE OF THE STUDY The scope of the study includes;

Carry out the following surveys and analysis on selected stations of Western, Central and Harbour lines;

o Inspection of Stations & Mapping o In-Train Rail Passenger

Alighting/Boarding Surveys for 300 services

o Passenger count at Entry/Exit points o Passenger Count surveys at Foot over

Bridges (FoB) o Alighting Distribution surveys at

platforms o Commuter Feedback Survey: 25000

samples Additionally, Virar-Dhanu road section of

Western line is included in the report based on the secondary data provided by MRVC and limited surveys, such as:

o Inspection of Stations and Mapping o Passenger count at Entry/Exit points o Passenger Count surveys at Foot over

Bridges (FoB)

The surveys were carried out at the selected stations (as per study ToR) given below and in

Figure E-1.

Western Line: Churchgate, Mumbai Central, Dadar (Western), Mahim, Bandra, Andheri, Goregaon, Borivali, Mira Road, Bhayander, Vasai Road, Nalasopara and Virar.

Virar-Dhanu Road Line: Vaitarna, Kelve Raod, Saphale, Palghar, Umroli, Boisar, Vangaon and Dhanu Road.



Central Line: Mumbai CST, Masjid, Byculla, Dadar (Central) Kurla, Ghatkopar, Bhandup, Mulund, Thane, Dombivilli, Kalyan, Kasara, Karjat and Khopoli.

Harbour Line: Vadala Road, GTB Nagar, Chembur, Govandi, Vashi, Nerul, Belapur, Kharghar, Panvel, Airoli and Turbe.

Figure E- 1: Stations Selected for Surveys

Estimation of passenger travel on entire Mumbai Sub-urban system and hourly

variation of passengers

Estimation of existing peak hour peak directional flow of passengers

Development of passenger daily OD matrix for 2012, 2016, 2021 and 2031 on various railway

networks.

Identify the bottlenecks on FoBs/landings and suggest appropriate measures for upgradation.

IV. SURVEY PLANNING & SCHEDULE

The surveys were planned in advance to enable the survey team to assess the enumerator requirement and for getting prior permission from Railways.

Following activities were carried out prior to the start of the surveys and during the surveys.



Finalization of Survey Formats, Training for enumerators, Pilot Surveys, Survey Supervision, Permission from Railways and Data checking and rejection/replacement of

wrong data.

The schedule of the surveys is presented in Table E-1. The Surveys conducted on Virar-Dhanu Road line was from 17/06/13 to 18/06/13.

Table E- 1: Schedule of Surveys

Survey Survey Methodology Survey

Duration Start-

end date

Commuter feedback Survey

25,000 Samples. Interviewed passengers

at stations and inside trains

8:00 to 22:00

(14 hrs)

22/11/2011-

6/12/2011

Passenger Entry/Exit

count

At all authorised and un-authorised entry points of 37 selected stations

8:00 to 22:00 (14

hrs)

8/12/2011

10/2/2012

Passenger Count

surveys at FoB

At all FoBs of 37 stations

Covering morning/ evening peak period

Alighting Distribution Survey (37

stations)

At selected platforms , covering both Up and Down directions of services

For both Slow and fast services

Selected coaches of SCG, SCL, FCG, FCL, Vendor & PH

In- Train Rail

Passenger Boarding/ Alighting Surveys

Covering 310 services of both up and down directions

Selected coaches of SCG, SCL, FCG, FCL, Vendor & PH

Counting the number of passengers boarding/alighting at every station

7:00 to 11:30/

16:00 to 20:30

11/2/2012

15/3/2012

Note I: SCG- Second Class General, SCL- Second Class Ladies, FCG - First Class General and FCL - First Class Ladies. Note II: Survey was started after Diwali vacation (after 13/11/2011) and no surveys were carried out during Christmas vacation period of 23/12/11 to 02/01/12.

V. PASSENGER TRAVEL PATTERN AND CROWDING

The travel pattern and crowding level on suburban trains were analysed using the In train passenger boarding /alighting surveys results. The survey covered either between 7:00 and 11:30 in the morning or between 16:00 and 20:30 in the evening. The surveys were carried out by sample selection of coaches covering the following coaches;

Second Class General (SCG), Second Class Ladies (SCL), First Class General (FCG) and First Class Ladies (FCL)

Additionally, Vendor and Physically Handicapped (PH) coaches were covered at few stations. The selected coaches for the surveys (finalised in consultation with MRVC) are presented in Figure E2 and Figure E3 for Western and Central railways respectively.

The survey was carried out for 310 selected train services (124 on Western line, 94 on Central line and 92 on Harbour line) covering both morning and evening peak periods. The services selected for survey were finalized in consultation with MRVC.

A two step methodology was adopted for deriving the total passengers using all services in the peak period (in the peak direction) on the three lines and is presented below.

Step I: Expansion of sample coach data to whole train

The collected coach-wise data was expanded to the whole train by multiplying the number of coaches in each type of class and the corresponding factor derived for the coach based on seating capacity. The multiplication factors derived for both Western and Central railway trains are presented in Table E2 and E3 respectively.



Figure E- 2 : Coaches Selected for 12 Car rakes

Figure E- 3: Coaches Selected for 9 Car rakes



Table E- 2: Multiplying factors derived for Western railway

Coach Type

Coach type

Surveyed

Total coaches in the Train

Seating

capacity

per coach

Multiplying

Factor for

coach

Multiplying

Factor for

train

9 car rakes

SCG

3 door -1 3 door -5 nos. 86 1.00 5.00

2 door-2

nos. 62 0.72 1.44

SCL

3 door -1

no. 86 1.39 1.39

2 door -1 2 door- 1 no. 62 1.00 1.00

FCG 2door- 1 2 door- 2 nos. 50 1.00 2.00

FCL Single door- 1

Single door- 2

nos. 26 1.00 2.00

Luggage Single door- 1

Single door- 3

nos. 1.00 3.00

Handicap

Single door- 1

Single door- 1

no. 1.00 1.00

12 car rakes SCG

(Second Class

General)

3 door -1 3 door -6 nos. 86 1.00 6.00

2 door-3

nos. 62 0.72 2.16

SCL (Second

Class Ladies)

3 door -2

nos. 86 1.39 2.78

2 door -1 2 door -1 no. 62 1.00 1.00

FCG (First Class

General)

2door- 1 2 door- 3 nos. 50 1.00 3.00

FCG (First Class

Ladies)

Single door- 1

Single door- 2

nos. 26 1.00 2.00


Single door- 4

nos. 1 4.00

Handicap

Single door-1

Single door- 2

nos. 1 2.00

Table E- 3: Multiplying factors derived for Central railway

Coach Type

Coach type

Surveyed

No. of coaches in the Train

Seating

capacity per coac

h

Multiplyin

g Factor per coach

Multiplying Factor per train

9 car rakes

SCG

3 door -1

3 door -4 nos. 86 1.00 4.00

2 door-3nos. 62 0.72 2.16

SCL 3 door -1 3 door -2

nos. 86 1.00 2.00

FCG

2 door- 1

nos. 50 1.32 1.32

Single door- 1

Single door- 2

nos. 38 1.00 2.00

FCL Single door- 1

Single door- 2

nos. 13 1.00 2.00


Single door- 3

nos. - 1.00 3.00

Handicap Single door- 1

Single door- 1

no. - 1.00 1.00

12 car rakes

SCG

3 door -1

3 door -6 nos. 86 1.00 6.00

2 door-3

nos. 62 0.72 2.16

SCL

3 door -1

3 door -2 nos. 86 1.00 2.00

2 door -1

no. 62 0.72 0.72

FCG

Single door- 1

2 door- 1 no. 50 1.32 1.32

Single door- 3

nos. 38 1.00 3.00

SCG Single door- 1

Single door- 3

nos. 13 1.00 3.00


Single door- 4

nos. - 1.00 4.00

Handicap Single door- 1

Single door- 2

no. - 1.00 2.00



Step II: Expansion of sample services to total services in the peak period in peak direction

The survey was carried out on sample service basis. The train-wise data has been further expanded to every half an hour period based on the number of services available in the half an hour (as per Mumbai Suburban train time table for 2011-12) to estimate the total number of passengers travelling and section load on the line.

i. Hourly Distribution of Suburban Train Passenger Travel

More than 22 lakh passengers travel on Mumbai suburban system (the three lines together in peak direction) in the trains operated between 7:00 and 11:30 or between 16:00 and 20:30. The total services operated during this period are 349 and 333 respectively in the morning and evening. The hourly distribution of passengers travelling through the entire suburban system is presented in Table E-4. Between 9: 00 and 10.00, the number of passengers travelling on Mumbai suburban train system is about 6.07 lakhs. The peak hour of travel in the evening is found to be between 18:00 and 19.00 with 5.87 lakhs passengers. Average share of passengers travelling through slow and fast services during the peak period is 64: 36.

Table E- 4: Hourly Variation of Passengers Travelling on Suburban trains during peak period/peak direction

Time Slow

Services Fast Services Total %

Up Direction (towards CST/Churchgate)

7:00 to 8:00 1,61,791 76,723 2,38,514 10.4

8:00 to 9:00 3,62,893 2,20,395 5,83,288 25.5

9:00 to 10:00 3,63,050 2,44,796 6,07,846 26.5

10:00 to 11:00 3,12,230 1,72,641 4,84,871 21.2

After 11.00 2,25,054 1,60,415 3,85,469 16.8

Total passengers 14,25,015 8,66,361 22,91,376 100

Total Services 241 108 349

Down Direction (from CST/Churchgate)

16.00: 17.00 1,69,892 51,664 2,21,556 9.9

17.00: 18.00 3,31,270 1,19,155 4,50,425 20.1

Time Slow

Services Fast Services Total %

18.00: 19.00 3,81,422 2,06,015 5,87,437 26.2

19.00 - 20.00 3,27,490 2,02,868 5,30,358 23.6

After 20.00 2,86,495 1,66,683 4,53,178 20.2

Total passengers 14,96,564 7,46,384 22,42,948 100


a. Western Line

The hourly distribution of passengers travelling on Western line is presented in Table E-5. Western line share about 50% of passengers travelling on entire suburban system. About 11.24 lakh passengers travel in 153 services operated between 7:00 and 11:30 in the Up direction and 10.18 lakhs passengers in 134 services operated between 16:00 and 20:30 in the Down direction.

Table E- 5: Hourly Distribution of Passengers Travelling on Western Line

Time Slow Services Fast Services Total Up Direction (towards Churchgate)

7:00 to 8:0049,131

(16) 51,428 (14)

1,00,559 (30)

8:00 to 9:001,43,312

(37) 1,28,785

(29) 2,72,097

(66)

9:00 to 10:001,47,109

(35) 1,52,209

(34) 2,99,318

(69)

10:00 to 11:001,17,087

(34) 1,25,015

(30) 2,42,102

(64)

After 11.0092,881

(24) 1,17,215

(21) 2,10,095

(45) Total Passengers 5,49,519 5,74,651 11,24,170


Down Direction (from Churchgate) 16.00: 17.00

44,897 (12)

37,961 (9)

82,858 (21)

17.00: 18.001,25,805

(31) 77,588 (21)

2,03,393 (52)

18.00: 19.001,51,478

(34) 1,23,384

(28) 2,74,862

(62)

19.00 - 20.001,17,460

(29) 1,14,953

(32) 2,32,413

(61)

After 20.001,23,171

(27) 1,01,201

(24) 2,24,372

(51) Total Passengers 5,62,810 4,55,087 10,17,897

Total Services 76 58 134 Note: The number given in bracket indicates the no. of trains running in the given one hour.



b. Virar-Dhanu Road Line

The hourly distribution of passengers travelling on Virar-Dhanu road line is presented in Table E-6.

Table E- 6: Hourly Distribution of Passengers Travelling on Virar-Dhanu Road Line

Time* No. of passengers

Boarding/Alighting

Up Direction (towards Virar)

07:00 to 08:00 1933 (7)

08:00 to 09:00 3179 (6)

09:00 to 10:00 4655 (12)

10:00 to 11:00 4073 (6)

After 11.00 3460 (8)

Total Passengers 17,298

Total Services 38

Down Direction (from Virar) 16.00: 17.00 975 (3)

17.00: 18.00 3678 (10)

18.00: 19.00 7578 (11)

19.00 - 20.00 2860 (5)

After 20.00 4811 (10)

Total Passengers 19,901

Total Services 39 Note: The number given in bracket indicates the no. of trains running in the given one hour. c. Central Line

About 7.60 lakhs passengers travel in 101 services operated between 7:00 and 11:30 and about 7.61 lakhs passengers travel in 99 services operated between 16.00 and 20.30 in the evening. The hourly distribution of passengers travelling on Central line is presented in Table E-7.

Table E- 7: Hourly Distribution of Passengers Travelling on Central Line

Time Slow Services Fast Services Total

Up Direction (towards CST)

7:00 to 8:00 36,358 (14) 25,295 (11)

61,652 (25)

8:00 to 9:00 97,673 (22) 91,610 (25)

1,89,282 (47)

9:00 to 10:00 1,21,259 (30) 92,587 (26)

2,13,846 (56)

10:00 to 11:00

1,10,638 (34)

47,626 (17)

1,58,264 (51)

After 11.00 1,03,267 (20) 34,594

(7) 1,37,860

(27) Total

Passengers 4,69,194 2,91,710 7,60,904

Time Slow Services Fast Services Total


Down Direction (from CST)

16.00: 17.00 45,395 (15) 13,703

(4) 59,098 (19)

17.00: 18.00 1,06,936 (27) 41,567

(13) 1,48,503

(40)

18.00: 19.00 1,03,558 (27) 82,631 (24)

1,86,189 (51)

19.00 - 20.00 99,378 (30) 87,915 (27)

1,87,293 (57)

After 20.00 1,15,182 (21) 65,482

(17) 1,80,663

(38) Total

Passengers 4,70,448 2,91,297 7,61,745


Note: The number given in bracket indicates the no. of trains running in the given one hour.

d. Harbour Line

Harbour line consists of two lines, ie; Main harbour line and Trans harbour line. These two lines together carry about 4.0 lakh passengers (70% on Main Harbour line) during the peak period. The hourly distribution of passengers travelling on Harbour line is presented in Table E-8.

Table E- 8: Hourly Distribution of Passengers Travelling on Harbour Line

Time

Main Harbour

Line

Trans Harbour Line

Total

Up Direction (towards

CST)

Up Direction (from Thane)

Up Direction

7:00 to 8:00 63,056

(13) 13,246

(6) 76,302 (19)

8:00 to 9:00 87,086 (29)

34,822 (10)

1,21,908 (39)

9:00 to 10:00 69,571 (29)

25,111 (10)

94,682 (39)

10:00 to 11:00

64,159 (27)

20,346 (11)

84,505 (38)

After 11.00 18,542 (17)

10,364 (6)

28,906 (23)

Total Passengers 3,02,414 1,03,889 4,06,303

Down

Direction (from CST)

Down Direction (Towards

Thane)

Down Direction

16.00: 17.00 57,452

(14) 22,148

(8) 79,600

(22)

17.00: 18.00 79,300

(28) 19,229

(11) 98,529

(39)

18.00: 19.00 92,976 (32)

33,410 (12)

1,26,386 (43)



19.00 - 20.00 92,333 (33)

18,319 (9)

1,10,652 (42)

After 20.00 31,264 (23)

16,878 (7)

48,142 (30)

Total Passengers

3,53,324 1,09,982 4,63,306

Note: The number given in bracket indicates the no. of trains running in the given one hour.

ii. Identification of Peak Hour of Travel

The peak hour passenger travel on the entire suburban train system is arrived based on the hourly distribution of total passengers travelling on the three lines. The morning peak hour for the suburban system is between 8:30 and 9:30 with about 6.32 lakhs passengers travelling, while the peak in the evening is between 18:00 and 19:00 with 5.87 lakhs passengers travelling between 18.00 and 19.00 in the evening for Down direction. The hourly distribution is presented in Figure E-4.

Figure E- 4: Identification of Peak Hour of

Travel on Suburban System

a. Western Line The hourly variation of passengers travelling on the Western line is plotted in Figure E-5. Passenger usage is highest (3.06 lakhs) between 8.30 and 9.30 in the morning for Up direction (2.75 lakhs) between 18:00 and 19:00.

Figure E- 5: Identification of Peak Hour of Travel on Western line


The hourly variation of passengers travelling on the Western line is plotted in Figure E-6. Passenger usage is highest (4678) between 8.30 and 9.30 in the morning for Up direction (7578) between 18:00 and 19:00.



Figure E- 6: Identification of Peak Hour of Travel on Virar-Dhanu Road line

c. Central Line

The hourly variation of passengers on Central Line is presented in Figure E-7. Number of Passengers travelling is highest (2.17 lakhs) between 8.30 and 9.30 in the morning (1.92 lakhs) between 18.30 and 19.30 in the evening.

Figure E- 7: Identification of Peak Hour of Travel on Central line

d. Harbour Line

The hourly variation of passengers on Harbour Line is presented in Figure E-8. Passengers usage is highest (0.87 lakhs) between 8.00 and 9.00 in the morning and (1.01 lakhs) between 18.30 and 19.30 in the evening.

Figure E- 8: Identification of Peak Hour of Travel on Harbour line

e. Trans-Harbour Line

The hourly variation of passengers on Trans-Harbour Line is presented in Figure E-9.



Figure E- 9: Identification of Peak Hour of Travel on Trans-Harbour line

Passengers travelling is highest (0.34 lakhs) between 8.00 and 9.00 in the morning and (0.33 lakhs) between 18.00 and 19.00 in the evening.

iii. Peak Hour Section Load

The number of passengers in the trains between the sections (section loading) on the three lines was arrived for the identified peak hour. Of the three lines, Western line carries maximum section load. The observations on the three lines are presented below.

a. Western Line

On Western line, the section load (slow + fast services) varies between 20, 000 and 1.44 lakhs in the morning peak hour and 19,000 and 1.60 lakhs

in the evening. The section load observed (slow + fast services) is presented in Figure E-10 for Up and Down directions.

The section loading for fast services is presented in Figure E-11 and for slow services is presented in Figure E-12 respectively. Section load for fast services is slightly higher than slow services.

The highest section load is observed on Dadar-Elphinstone Rd section with 1, 43,690 passengers for Up direction. Similarly, highest section load for Down direction is observed at Dadar- Matunga section (1,60,633 passengers). The highest section load observed on Western Line is presented in Table E-9. The highest section load in the evening is slightly higher than the morning.

Table E- 9: Section with Highest Section Load Service type No. of Passengers Section

Up Direction, Peak hour (8:30 - 9:30)

Fast + Slow 1,43,690 Dadar-Elphinstone Rd

Fast Services 71,110 Dadar-Elphinstone Rd

Slow Services 75,029 Goregaon-Jogeshwari

Down Direction, Peak hour (18:00 - 19:00)

Fast + Slow 1,60,633 Dadar- Matunga

Fast Services 89,085 Dadar- Matunga

Slow Services 81,844 Khar road- Andheri

About 84% of passengers travel in Second Class coaches (SC), while 16% travel in First Class (FC) coaches. The share is almost same for both slow services and fast services (84: 16). The average gender distribution is 78: 22, while the share is 77: 23

for fast and 78: 22 for slow services.



Figure E- 10: Peak Hour Section load on Western Line (Slow + Fast Services) for Up Direction (8:30-9.30) and Down Direction (18:00 19:00)



Figure E- 11: Peak Hour Section load on Western Line Fast & Slow Services for Up Direction (8:30: 9:30)



Figure E- 12: Peak Hour Section load on Western Line Fast & Slow Services for Down Direction (18:00 19:00)




The section loading (number of passengers in the trains) for Up and Down directions were estimated from the identified peak hour boarding and alighting count. The peak hour section load for Up and Down direction together is presented in Figure E-13. The highest section load details on Virar-Dhanu road Line are presented in Table E-10.

Table E- 10: Section with Highest Section Load on Virar-Dhanu Road Line

Service type

Highest Section Load

Section Peak hour

Up Direction 3,181

Palghar-Kelve Road 08:30 - 09:30

Down Direction 5,525 Vangaon-Boisar 18:00 - 19:00

Figure E- 13: Peak Hour Section load on Virar Dhanu Road Line for Up Direction (8:30-9:30) and Down Direction (18:00 19:00)



c. Central Line

The section load observed on Central line (slow + fast services) is presented in Figure E-14 for both Up and Down directions. The sections between Thane and Dadar carry very high passenger load (>80,000). The section loading for fast services is presented in Figure E-15 and for slow services is presented in Figure E-16 respectively.

The highest section load is observed on Vidyavihar-Kurla section (1, 06,545) for Up direction. Similarly, highest section load for Down direction is observed between Ghatkopar-Vikroli (1,02,926). The details are presented in Table E-11.

Table E- 11: Section with Highest Section Load on Central Line

Service type Highest

Section Load Section

Up Direction, Peak Hour (8.30-9.30)

Fast + Slow 1,06,545 Vidyavihar- Kurla

Fast Services 64,353 Kanjurmarg- Vikroli

Slow Services 43,581 Vidyavihar- Kurla

Down Direction, Peak Hour (18.30-19.30)

Fast + Slow 1,02,926 Ghatkopar-Vikroli

Fast Services 59,903 Ghatkopar-Vikroli

Slow Services 49,724 Sion-Kurla

The share of passengers travelling in Second Class coaches (SC) is 83%, while 17% travel in First Class (FC). The share is 84: 16 for slow services and 83: 27 for Fast services. The average gender distribution is 77: 23, while the share is 78: 22 for fast and 77: 23 for slow services.

d. Harbour Line

The section load observed (slow services) on Harbour line is presented in Figure E-17 for both Up and Down directions. On this line, sections between CST and CBD Belapur carry high passenger load. The section load increases from CST and reaches to the highest at Vadala road and decreases further due to branching of line towards Panvel and Bandra/Andheri. Jui Nagar- Nerul

section has slightly higher passenger load than the adjacent sections as the section is part of Trans- harbour line also.

The highest section load on Main harbour line is observed between Vadala and Sewri with 29,190 for Up direction and 34,584 for Down direction. About 87% of passengers travel in Second Class coaches (SC), while 13% travel in First Class (FC) coaches. Among the passengers, 21% are ladies.

On Trans harbour line, highest section load is observed between Thane and Airoli for Up direction (20,500 passengers) and Ghansoli and Rabale (17,489 passengers) for Down direction.

About 86% of passengers travel in Second Class coaches (SC), while 14% travel in First Class (FC) coaches. Among the passengers, 22% constitutes ladies. The highest section load details on Harbour Line are presented in Table E-12.

Table E- 12: Section with Highest Section Load on Harbour Line

Line No. of Passengers Section

Up Direction, Peak hour (8:00-9:00)

Main Harbour 29,190 Vadala Road- Sewri

Trans Harbour 20,500 Thane-Airoli

Down Direction Peak hour (18:30-19:30)

Main Harbour 34,584 Sewri-Wadala Road

Trans Harbour 17,489 Ghansoli- Rabale



Figure E- 14: Peak Hour Section load on Central Line (Slow + Fast Services) for Up Direction (8:30-9:30) and Down Direction (18:30 19:30)



Figure E-15: Peak Hour Section load on Central Line (Slow + Fast Services) for Up Direction (8:30-9:30)



Figure E- 16: Peak Hour Section load on Central Line Fast & Slow Services for Down Directions (18:30 19:30)



Figure E- 17: Peak Hour Section load on Harbour Line for Up Direction (8:00 9:00) and Down Directions (18:30 19:30)



iv. Train Crowding during peak hour

The peak hour section load is used to estimate the average number of passengers travelling per train for the three corridors. The rated capacity for 9-car train is 1,800 and 12- car train is 3,522 (Source: MRVC).

a. Western Line

The average number of passengers travelling per train is calculated for both fast and slow services. Fast services are more crowded (5,560 passengers) than slow services (4,182 passengers). Passenger crowding per train is slightly more for Down direction (in the evening) may be due to less services. Maximum crowding observed is 4,573 and 5,568 for slow services and fast services respectively. During peak hours, trains are running much above the rated capacity.

b. Virar-Dhanu Road

The average number of passengers travelling per train is calculated for both up and down direction services. Down direction services are more crowded (3,455 passengers) than up direction services (1,999 passengers). Passenger crowding per train is more for Down direction (in the evening). During peak hours, trains are running much above the rated capacity.

c. Central Line

For Up direction, train crowding is observed as; fast services (4,341 passengers) and slow services (3,632 passengers). For Down direction, the passenger crowding pre train is 4,498 and 5,446 for slow services and fast services respectively.

d. Harbour Line

Number of passengers travelling per train on Harbour line is 2,558 for Up direction and 2,943 in Down direction. Trains operated on Harbour line is with 9 car rakes, which has rated capacity of 1800. This indicates during peak hour, the trains are

running above capacity. The sections between Vashi and Dockyard road are highly crowded.

The trains running on Trans harbour Line include both 9 car and 12 car rakes. The passengers per train also indicates the section between Thane and Turbe is crowded.

v. Boarding/Alighting at stations

The peak hour station boarding/alighting for the observed peak hour for Up and Down directions is analysed and the stations with maximum boarding and alighting on the three lines are identified.

On Western Line: Dadar, Andheri and Bandra have very high boarding and alighting in the morning and evening as they are the interchange stations between Western and Central/Harbour lines. For Up direction (in the morning), higher boarding is observed at Borivali, while alighting is high at Churchgate and Mumbai Central. For Down Direction (in the evening), boarding is maximum at Churchgate and alighting at Borivali.

On Central Line: For Up direction, maximum boarding is at Thane, Kalyan and Dombivilli, while alighting is high at Dadar and CST. For Down Direction, boarding is high at CST and Dadar and alighting is more at Thane, Dombivilli and Kalyan. Kurla station experiences high boarding and alighting during both morning and evening peak periods.

On Harbour Line: Maximum boarding and alighting is at Vashi, Vadala road and Kurla, both in the morning and evening. Alighting is more at CST in the morning , while boarding is high in the evening. Boarding is more at Panvel, Thane and Andheri in the morning and alighting is more at these stations in the evening.

vi. Passenger Trips Forecast

The strategic Urban Travel Demand model developed for Greater Mumbai as part of an earlier study (2008) was updated for the study. The model is used to estimate the base year travel pattern and



the station- wise boarding and alighting data is processed to develop the Origin- Destination matrices for the morning peak hour. The modeled peak travel desire is validated against the observed boarding and alighting from the In- train passenger boarding and alighting survey. Since the study was carried out during a typical weekday, it was assumed that the major share of travel pattern in the evening will follow the same, but in the reverse order. This is further validated with the observed boarding and alighting data from the In- train passenger boarding and alighting survey during the same period. The combined matrix of the peak hours are expanded to the peak periods and further to the daily boarding and alighting based on the observed hourly distribution observed in the station entry/exit counts and Alighting distribution surveys at the selected stations for 14 hours between 8:00 and 22:00 hours. Due to the absence of any secondary data, 15% of the total demand is assumed for the remaining hours of the day to obtain 24 hour data. With the given daily pattern as the seed (Source: MRVC), matrix is furnessed to obtain the estimated daily boarding and alighting. The peak hour ODs estimated from the model for 2021 and 2031 has been expanded to daily. As no model forecast is available for 2016, interpolation method is adopted to estimate the demand. The estimated daily OD forecast for 2012, 2016, 2021 and 2031 are presented in Table E-9.

Table E- 13: Passenger Trips OD forecast Daily trips in Lakhs

Year Western

line Central

Line Harbour

line Total

2012 38.15 26.34 18.76 83.25

2016 41.19 29.86 24.6 95.65

2021 44.65 33.85 30.82 109.32

2031 51.14 40.84 42.67 134.65

VI. STATION ENTRY/EXIT COUNTS The survey was done by counting the passengers entering and exiting through all authorized and unauthorized entry points of the selected 37 stations on the three lines. The data is used to estimate the number of passengers entering and

exiting the selected stations on a working day (for 14 hrs) and its hourly distribution. At many stations, passengers are walking along track or using platform ends as entry/exit points through damaged compound walls. Curbing of illegal/unauthorized entry points is suggested by properly planned fencing to improve safety in the system.

a. Western Line

Churchgate (5,05,110), Andheri (6,04,244) and Bandra (4,91,106) have very high number of passengers entering/exiting, while Mahim (1,22,939) has the lowest. Passengers using unauthorised entries are high at Goregaon, Bhayander, Vasai Road and Virar. Unauthorised entry points result in many passengers walking through railway lines or crossing through the lines to access the station, which is a serious safety issue. Unauthorised entries are absent at Churchgate, Dadar, Bandra, Andheri, Borivali and Mira road. About 2% of passengers use unauthorised entry points. The Summary of Passengers using different stations on Western Line is presented in Table E-10.

Table E- 14: Summary of Passengers using Stations on western Line

Sl. No Station No. of Passengers (Entry+ Exit) for 14 hrs

Authorised Un-authorised Total

1 Churchgate 5,05,110 - 5,05,110 (687)

2 Mumbai Central 2,34,759 3,472 2,38,231 (683)

3 Dadar West 2,86,960 - 2,86,960 (730)

4 Mahim 1,13,074 9,865 1,22,939 (541)

5 Bandra 4,91,106 - 4,91,106 (873)

6 Andheri 6,04,244 - 6,04,244 (849)

7 Goregaon 2,72,868 12,336 2,85,204 (432)

8 Borivali 3,92,417 - 3,92,417 (644)

9 Mira Road 1,70,262 - 1,70,262 (301)

10 Bhayander 2,35,621 25,421 2,61,042 (304)

11 Vasai Road 2,02,868 12,428 2,15,296 (263)

12 Nala Sopara 3,22,365 3,422 3,25,787 (236)

13 Virar 3,18,459 76,636 3,95,095 (237)

Total 41,50,113 1,43,580 42,93,693



Note: The number in bracket indicates no. of trains stopping at the stations between 8:00 and 22:00.

The summary of hourly variation of passenger entry/exit for all selected stations (between 8:00 and 22:00 hours) is presented in Table E-15. Peak flow is observed between 9.00 and 10.00 in the morning (9.3%) and between 18.00 and 19.00 in the evening (9.2%).

Table E- 15: Hourly variation of Passengers using Stations on Western Line

Time in hour

Entries and Exits (Authorised + Unauthorised)

Nos. %

8.00 to 9.00 3,66,142 8.5%

9.00 to 10.00 3,91,437 9.1%

10.00 to 11.00 3,45,933 8.1%

11.00 to 12.00 2,85,705 6.7%

12.00 to 13.00 2,58,850 6.0%

13.00 to 14.00 2,43,639 5.7%

14.00 to 15.00 2,32,158 5.4%

15.00 to 16.00 2,50,475 5.8%

16.00 to 17.00 2,75,472 6.4%

17.00 to 18.00 3,25,213 7.6%

18.00 to 19.00 3,98,124 9.3%

19.00 to 20.00 3,92,614 9.1%

20.00 to 21.00 3,07,768 7.2%

21.00 to 22.0 2,20,163 5.1%

Total 42,93,693 100%


The survey covered 8 stations on the corridor. Among the stations, Dhanu road (38,895) and Boisar (30,924) have high entries/exits. About 15% of passengers use unauthorised entries. Un-authorized entries/exits are observed at Vaitarna, Umroli, Boisar and Dhanu road. Passengers using unauthorised entries in Vaitarna and Umroli are high in numbers. Improvements at these stations need to be planned to reduce the people using the access through rail lines, which is a serious safety hazard. The Summary of Passengers using different stations on Central Line is presented in Table E-16.

Table E- 16: Summary of Passengers using Stations on Virar-Dhanu Road Line

Sl. No Station

No. of Passengers (Entry+ Exit) for 14 hrs

Authorised Un-

authorised Total

1 Virar 3,18,459 76,636 3,95,095

2 Vaitarna 2,583

1,107 3,690

3 Saphale 14,035 Nil 14,035 4 Kelve Road 9,814 Nil 9,814 5 Palghar 27,831 Nil 27,831 6 Umroli 2,074 321 2,395

7 Boisar 29,364

1,560 30,924

8 Vangaon 6,702 Nil 6,702

9 Dahanu Road 36,987 1,908 38,895 Total 4,47,849 81,532 5,29,381

The summary of hourly variation of passenger entry/exit for all selected stations (between 8:00 and 22:00 hours) is presented in Table E-17. Peak flow is observed between 9.00 and 10.00 in the morning (8.4%) and between 18.00 and 19.00 in the evening (11.0%).

Table E- 17: Hourly variation of Passengers using Stations on Virar-Dhanu Road Line

Time in hour

Entries and Exits (Authorised + Unauthorised)

Nos. %

8.00 to 9.00 40,054 7.6%

9.00 to 10.00 44,246 8.4%

10.00 to 11.00 34,695 6.6%

11.00 to 12.00 38,225 7.2%

12.00 to 13.00 33,259 6.3%

13.00 to 14.00 27,683 5.2%

14.00 to 15.00 33,462 6.3%

15.00 to 16.00 26,981 5.1%

16.00 to 17.00 31,275 5.9%

17.00 to 18.00 42,188 8.0%

18.00 to 19.00 58,485 11.0%

19.00 to 20.00 52,240 9.9%

20.00 to 21.00 40,506 7.7%

21.00 to 22.00 26,082 4.9%

Total 5,29,381 100.0%



c. Central Line

The survey covered 14 stations on the corridor. Among the stations, CST (6,36,661) and Thane (6,53,928) have very high entries/exits. About 4% of passengers use unauthorised entries. Un-authorized entries/exits are observed at Byculla, Dadar, Kurla, Thane, Kalyan, Khopoli, Karjat and Kasara. Passengers using unauthorised entries in Kurla, Thane, and Kalyan are high in numbers. Improvements at these stations need to be planned to reduce the people using the access through rail lines, which is a serious safety hazard. Kasara, Karjat and Khopoli also have a high percentage of passengers using the unauthorised access to the stations. The Summary of Passengers using different stations on Central Line is presented in Table E-18.

Table E- 18: Summary of Passengers using Stations on Central Line

Sl. No.

Station

No. of Passengers (Entry+ Exit)

Authorised Un-

authorised Total

1 CST 6,36,661 Nil 6,36,661(951)

2 Masjid 2,45,627 Nil 2,45,627(760)

3 Byculla 1,30,247 2,072 1,32,319 (528)

4 Dadar 2,86,394 4,143 2,90,537 (593)

5 Kurla 3,48,003 32,927 3,80,930 (886)

6 Ghatkopar 2,68,225 Nil 2,68,225 (520)

7 Bhandup 1,75,273 Nil 1,75,273 (385)

8 Mulund 2,55,711 Nil 2,55,711 (433)

9 Thane 5,99,249 54,679 6,53,928 (726)

10 Dombivilli 2,83,362 Nil 2,83,362 (426)

11 Kalyan 3,30,942 29,406 3,60,348 (373)

12 Kasara 13,744 3,471 17,215 (22)

13 Karjat 16,630 5,410 22,040 (48)

14 Khopoli 8,058 6,256 14,314 (22)

Total 35,98,126 1,38,364 37,36,490

% 96% 4%

Note: The number in brackets indicate no. of trains stopping at the stations between 8:00 and 22:00.

The hourly variation of passengers entering/exiting the stations (between 8:00 and 22:00 hours) is presented in Table E-19. Peak hour entries/exits in

the morning are 9% between 9.00 and 10.00 and 9.7% in the evening between 18.00 and 19.00.

Table E- 19: Hourly variation of Passengers using Stations on Central Line

Time in hour

Entries and Exits (Authorised + unauthorised)

Nos. %

8.00 to 9.00 2,85,250 7.6%

9.00 to 10.00 3,38,200 9.0%

10.00 to 11.00 3,12,199 8.3%

11.00 to 12.00 2,56,499 6.8%

12.00 to 13.00 2,22,457 5.9%

13.00 to 14.00 2,05,115 5.5%

14.00 to 15.00 2,06,685 5.5%

15.00 to 16.00 2,12,595 5.7%

16.00 to 17.00 2,34,978 6.3%

17.00 to 18.00 2,95,808 7.9%

18.00 to 19.00 3,61,613 9.7%

19.00 to 20.00 3,52,303 9.4%

20.00 to 21.00 2,66,620 7.1%

21.00 to 22.0 1,86,168 5.0%

Total 37,36,490 100%

d. Harbour Line

The daily (14 hrs) entries/exits at stations vary between 65, 000 and 2,35,000. Vashi has highest entry/exit (2,34,769), followed by CBD Belapur (1,82,851) and Chembur (1,73,788). Turbe has lowest entry/exit (65,217). Share of passengers using un-authorised points is highest on this corridor (about 16% of passengers use unauthorised entries). Un-authorized Entries/Exits are observed at all stations except Vadala Road and is severe at Govandi, Nerul, Chembur and Turbe. The Summary of Passengers using different stations on Harbour Line is presented in Table E-20.

Table E- 20: Summary of Passengers using Stations on Harbour Line

Sl. No. Station


Authorised Unauthorised Total

1 Vadala road 1,60,645 Nil 1,60,645 (438)

2 GTB Nagar 97,231 23,871 1,21,102 (297)

3 Chembur 1,34,902 38,886 1,73,788 (293)

4 Govandi 78,349 54,612 1,32,961 (292)



Sl. No. Station


Authorised Unauthorised Total

5 Vashi 2,19,672 15,097 2,34,769 (370)

6 Nerul 67,948 35,975 1,03,923 (341)

7 CBD Belapur 1,69,134 13,717 1,82,851 (287)

8 Karghar 1,02,721 9,072 1,11,793 (213)

9 Panvel 89,536 17,200 1,06,736 (210)

10 Airoli 68,963 17,192 86,155 (164)

11 Turbe 49,806 15,411 65,217 (164)

Total 12,38,907 2,41,033 14,79,940

% 84% 16%

Note: The number in brackets indicate no. of trains stopping at the stations between 8:00 and 22:00.

The summary of hourly variation of passengers entering/exiting at all selected stations (between 8:00 and 22:00 hours) is presented in Table E-21. About 9.5% of passengers use the stations between 9.00 and 10.00 in the morning and the share is highest (9%) between 18.00 and 19.00 in the evening.

Table E- 21: Hourly variation of Passengers using Stations on Harbour Line

Time

Entries and Exits (Authorised + unauthorised)

Nos. Nos.

8.00 to 9.00 1,21,810 8.2%

9.00 to 10.00 1,40,373 9.5%

10.00 to 11.00 1,19,822 8.1%

11.00 to 12.00 99,518 6.7%

12.00 to 13.00 93,511 6.3%

13.00 to 14.00 88,950 6.0%

14.00 to 15.00 85,179 5.8%

15.00 to 16.00 86,805 5.9%

16.00 to 17.00 91,541 6.2%

17.00 to 18.00 1,07,628 7.3%

18.00 to 19.00 1,33,328 9.0%

19.00 to 20.00 1,25,012 8.4%

20.00 to 21.00 1,03,852 7.0%

21.00 to 22.0 82,611 5.6%

Total 14,79,940 100.0%

i. Queue length at Ticket Counters

The number of working ticket counters and the queue length observed at the counters during peak

hours at various stations are presented in Table E-22. Time spent for purchasing tickets is more than 15 minutes at many stations. Provision of more counters is imperative to provide better service to passengers.

Table E- 22: Queue length observed at ticket counters

Station Total No. of

Counters

No. of working counters

Queue Length (no. of

persons)

Average Time spent

in the queue (in

min.)

Western Line (as on 21/11/2012)

Churchgate 16 14 35 20 Mumbai Central 8 7 45 25

Dadar West 21 20 54 30

Mahim 12 9 35 20

Bandra 19 17 17 10

Andheri 19 17 36 20

Goregaon 13 12 41 20

Borivali 36 30 26 15

Mira Road 13 11 14 10

Bhayander 16 11 52 30 Vasai Road 20 12 36 20

Nalasopara 10 6 35 20

Virar 19 11 38 20

Virar-Dhanu Road Line (as on 18/06/2013)

Vaitarna 1 1 3 2

Saphale 3 3 8 4 Kelve Road 1 1 4 2

Palghar 4 3 7 4

Umroli 1 1 4 2

Boisar 6 2 12 6

Vangaon 3 1 6 3 Dahanu Road 7 4 10 5

Central Line (as on 21/11/2012)

CST 26 12 28 14

Masjid 12 5 26 13

Byculla 12 7 29 15 Dadar Central 15 7 34 17

Kurla 16 9 41 20

Ghatkopar 16 12 40 20

Bhandup 9 7 40 20

Mulund 14 8 39 20



Station Total No. of

Counters

No. of working counters

Queue Length (no. of

persons)

Average Time spent

in the queue (in

min.)

Thane 26 21 33 17

Dombivilli 18 12 37 19

Kalyan 15 8 45 23

Kasara 3 2 32 16

Karjat 3 2 29 14

Khopoli 2 1 26 13

Harbour Line (as on 21/11/2012)

Vadala 10 7 40 20 GTB Nagar 8 7 27 15

Chembur 8 6 40 20

Govandi 12 5 40 20

Vashi 8 6 43 22

Nerul 16 5 39 20

Belapur 10 3 39 20

Karghar 7 4 27 14

Panvel 7 5 25 15

Airoli 10 5 36 18

Turbe 8 3 39 20

VII. COMMUTER FEEDBACK SURVEYS

The aim of the survey was to elicit passengers opinion about the services/facilities provided in the trains and at selected sub-urban railway stations on the three corridors.

a. Mumbai Suburban System

i. Opinion on Facilities inside the Trains

The opinion of passengers on various facilities inside the trains is presented in Figure E-18.

Figure E- 18: Opinion on Facilities inside the Train

Passengers are not satisfied with cleanliness/good maintenance of rail coaches (37%) and capacity/ space for passengers in rail coaches (51%).

63%

72%

71%

70%

61%

70%

64%

72%

70%

37%

59%

60%

61%

51%

62%

62%

66%

52%

37%

28%

29%

30%

39%

30%

36%

28%

30%

63%

41%

40%

39%

49%

38%

38%

34%

48%

0% 50% 100%

Riding Comfort & noise while on run

Seating Pattern & Number of Seats

Quality of Seat & Seating Comfort

Number and working of Fans, Lights, Blowers etc.

Height, Width, Length of Luggage Racks

The provision of information during the journey

Clarity of announcement, Signage & Information Display

Number & Location of Handles

Size of Window, quality of glass, overall design & effective Ventilation

Cleanliness and good maintenance of rail coaches

Riding Comfort & the comfort of the seating area

Leg space between seats

Travelling speed of the trains & time taken to reach

Sufficient capacity / space for passengers in rail coaches

Colour combination & ambience

Security of Passengers, especially ladies & availability of security staff on trains

Flooring, interior & outer look

Environmental Friendliness

Percentage of Response from Passengers

Faci

litie

s/Pa

rtic

ular

s

Opinion on Facilities inside the Train

OverallSatisfaction(Satisfied+VerySatisfied)OverallDissatisfaction(Dissatisfied+VeryDissatisfied)



ii. Opinion on facilities at the stations

The opinion of passengers on facilities available at the stations is presented in Figure E-19.

Figure E- 19: Opinion on facilities at the stations

Among the facilities at stations, passengers are not satisfied with toilet facilities (42%) and time taken to purchase ticket (44%).

iii. Opinion on facilities at Platforms

The opinion of passengers on facilities at platforms is presented in Figure E-20. Low passenger satisfaction is observed with toilet facilities (44%) and availability of ramp & other facilities for disabled or elderly passengers (48%).

Figure E- 20: Opinion on facilities at platforms

iv. Opinion on facilities at FoBs/ Subways

The opinion of passengers on facilities available at

FoBs/Subways is presented in Figure E-21.

Passengers are least satisfied with cleanliness/good

maintenance of FoBs/Subways (41%).

Figure E- 21: Opinion on FoBs/Subways

59%

64%

61%

50%

44%

58%

49%

54%

47%

42%

52%

51%

48%

41%

36%

39%

50%

56%

42%

51%

46%

53%

58%

48%

49%

52%

0% 50% 100%

Cleanliness / good maintenance of station facilities

Number of Entry and Exits

Circulating Area

Number of Ticket Counters/ ATVMs/CVMs

Ease & Time taken to purchase the ticket

Signage / Clarity of Announcement & Provision of information about train

schedules/platforms

Availability of Parking Space

Waiting Room, Eateries, stalls etc.

Drinking water Facility

Toilets for Gents / Ladies

Lighting, Fans, Telephone

Facilities for Physically Challenged Persons

Easy and accessible complaint handling mechanism

Percentageofresponcefrompassengers

Faci

litie

s/Pa

rtic

ular

s

Opinion on Facilities at the sub-urban stations

OverallSatisfaction(Satisfied+VerySatisfied)OverallDissatisfaction(Dissatisfied+VeryDissatisfied)

67%

65%

44%

54%

59%

77%

48%

33%

35%

56%

46%

41%

23%

52%

0% 50% 100%

Seating Arrangement

Passenger Information Display/Signage

Toilets Gents / Ladies

Lighting, Fans, etc,.

Platform Width

Roof above the platform

Availability of Ramp & other disabled or elderly friendly facilities


Faci

litie

s/Pa

rtic

ular

s

Opinion on Facilities at Platforms

Over all Satisfaction (Satisfied+Very Satisfied)Over all Dissatisfaction (Dissatisfied+Very Dissatisfied)

75%

66%

60%

49%

41%

25%

34%

40%

51%

59%

0% 50% 100%

Number of FOB's /Subways

Width of FOB/Subways

Lighting at FOB/Subways

Side walls at FOB /Subways

Cleanliness / good maintenance of FOB /Subways

Percentage of responce from passengers

Faci

litie

s/Pa

rtic

ular

s

Opinion on Facilities at FoB's/Sub-Ways

Over all Satisfaction (Satisfied+Very Satisfied)

Over all Dissatisfaction (Dissatisfied+Very Dissatisfied)



v. Opinion on overall satisfaction on system

The result on overall satisfaction of passengers on the system is presented in Figure E-22.

Figure E- 22: Opinion on overall Satisfaction

Passengers are not satisfied with assistance and

information for disabled or elderly people in station

and in trains (46%).

b. Western Line


The opinion of passengers on various facilities inside trains is presented in Figure E-23.

Figure E- 23: Opinion on Facilities inside the Train

Cleanliness/good maintenance of rail coaches (42%) has lowest passenger satisfaction.

72%

70%

60%

50%

49%

52%

53%

46%

28%

30%

40%

50%

51%

48%

47%

54%

0% 50% 100%

Punctuality/reliability (i.e. departing and arriving on time)

Travel cost

Frequency of services

Connections with other modes of public transport

Personal security/safety at Station/Platform/FOBs / Trains

Adequacy of ladies coaches & ladies special trains

Proportionate areas earmarked for SCG / SCL /FCG / FCL / VENDOR / PH

Assistance and information for disabled or elderly people in station and in trains

Percentage of responce from passengers

Faci

litie

s/Pa

rtic

ular

s

Opinion on Overall system


61%

69%

72%

69%

62%

67%

64%

67%

65%

42%

57%

54%

57%

55%

61%

63%

65%

50%

39%

31%

28%

31%

38%

33%

36%

33%

35%

58%

43%

46%

43%

45%

39%

37%

35%

50%

0% 50% 100%









Size of Window, quality of glass, overall design & effective VentilationCleanliness and good maintenance of

rail coachesRiding Comfort & the comfort of the

seating area









Faci

litie

s/Pa

rtic

ular

s

Opinion on Facilities inside the Train (Western Line)





The opinion of the passengers on the facilities

available at the stations is presented in Figure E-

24.


Passengers are not satisfied with toilet facilities (42%) and time taken to purchase ticket (44%). Ladies opined lower satisfaction with toilets at Mumbai Central, Andheri, Mahim, Bandra, Dadar, Bhayander, Nalasopara, Vasai and Virar.


The opinion of the passengers on the facilities at platforms is presented in Figure E-25. Low passenger satisfaction is observed for toilet facilities (44%) and availability of ramp & other facilities for disabled or elderly passengers (45%).

Figure E- 25: Opinion on facilities at

platforms



available at FoBs/Subways is presented in Figure

E-26.


Passengers are not satisfied with cleanliness/good

maintenance of FoBs/Subways (42%) and side

walls at FoBs /Subways (49%).

59%

66%

62%

51%

44%

60%

49%

55%

50%

42%

54%

52%

49%

41%

34%

38%

49%

56%

40%

51%

45%

50%

58%

46%

48%

51%



Circulating Area











Faci

litie

s/Pa

rtic

ular

s

Opinion on Facilities at the sub-urban stations (Western Line)


70%

69%

44%

57%

60%

80%

45%

30%

31%

56%

43%

40%

20%

55%

Seating Arrangement




Platform Width


Availability of Ramp & other disabled or elderly friendly


Faci

litie

s/Pa

rtic

ular

s

Opinion Survey at platforms (Western Line)


76%

66%

59%

49%

42%

24%

34%

41%

51%

58%







Faci

litie

s/Pa

rtic

ular

s

Opinion Survey on FoB's/Subways (Western Line)




58%

76%

75%

78%

60%

76%

69%

77%

78%

31%

62%

63%

66%

50%

68%

62%

72%

54%

42%

24%

25%

22%

40%

24%

31%

23%

22%

69%

38%

37%

34%

50%

32%

38%

28%

46%









Size of Window, quality of glass, overall design & effective VentilationCleanliness and good maintenance of

rail coachesRiding Comfort & the comfort of the

seating area





Security of Passengers, especially ladies & availability of security




Faci

litie

s/Pa

rtic

ular

s

Opinion on Facilities inside the Train (Central Line)



The result on overall satisfaction of passengers on the system is presented in Figure E-27.

Figure E- 27: Opinion on overall

Satisfaction

Passenger satisfaction is low for assistance and

information for disabled or elderly people in station

and in trains (47%).

c. Central Line


The Opinion of passengers on various facilities

inside the trains is presented in Figure E-28.

Cleanliness/good maintenance of rail coaches

(31%) and sufficient capacity/space for passengers

in rail coaches (50%) are the two facilities with

lowest satisfaction from passengers.

Figure E- 28: Opinion on Facilities inside the Trains




29.

75%

72%

63%

51%

54%

53%

54%

47%

25%

28%

37%

49%

46%

47%

46%

53%


Travel cost








Faci

litie

s/Pa

rtic

ular

s

Opinion on Overall Satisfaction (Western Line)





Passenger satisfaction is low with toilet facilities

(43%), time taken to purchase ticket (44%) and

drinking water facility (44%). Ladies have lower

satisfaction on toilet facilities at Masjid, Dadar,

Byculla, Kurla and Bhandup stations.


The opinion of the passengers on the facilities at

platforms is presented in Figure E-30.


Passenger satisfaction is low for Toilets Gents / Ladies (43%).




E-31.


Cleanliness / good maintenance of FoBs /Subways (41%) and side walls (48%) are the two items with lowest passenger satisfaction.


The result on overall satisfaction of passengers on

the system is presented in Figure E-32. Lowest

passenger satisfaction is observed with assistance

and information for disabled or elderly people in

station and in trains (45%) and personal

security/safety at Station/Platform/FOBs/Trains

(47%).

59%

61%

57%

48%

44%

57%

48%

53%

44%

43%

51%

51%

46%

41%

39%

43%

52%

56%

43%

52%

47%

56%

57%

49%

49%

54%



Circulating Area



Signage / Clarity of Announcement & Provision of information about train schedules/platforms









Faci

litie

s/Pa

rtic

ular

sOpinion on Facilities at the sub-urban

stations (Central Line)


64%

62%

43%

55%

56%

70%

48%

36%

38%

57%

45%

44%

30%

52%

Seating Arrangement




Platform Width


Availability of Ramp & other disabled or elderly friendly facilities


Faci

litie

s/Pa

rtic

ular

s

Opinion on Facilities at Platforms (Central Line)


70%

63%

61%

48%

41%

30%

37%

39%

52%

59%







Faci

litie

s/Pa

rtic

ular

s

Opinion on Facilities at FoB's/Sub-Ways (Central Line)





Figure E- 32: Opinion on Overall Satisfaction

d. Harbour Line


The Opinion of passengers on various facilities

inside the trains is presented in Figure E-33.

Figure E- 33: Opinion on Facilities inside the Trains

Cleanliness/good maintenance of rail coaches (37%) and capacity/space for passengers in rail coaches (49%) have lowest passenger satisfaction.

67%

67%

56%

49%

47%

52%

53%

45%

33%

33%

44%

51%

53%

48%

47%

55%


Travel cost








Faci

litie

s/Pa

rtic

ular

sOpinion on Overall Satisfaction (Central

Line)



69%

72%

68%

64%

62%

67%

59%

72%

67%

37%

59%

65%

61%

49%

56%

61%

63%

53%

31%

28%

32%

36%

38%

33%

41%

28%

33%

63%

41%

35%

39%

51%

44%

39%

37%

47%









Size of Window, quality of glass, overall design & effective Ventilation

Cleanliness and good maintenance of rail coaches

Riding Comfort & the comfort of the seating area









Faci

litie

s/Pa

rtic

ular

s

Opinion on Facilities inside the Train (Harbour Line)








34.


Passenger satisfaction is low with toilet facilities

(43%) and drinking water facility (45%). Lady

passengers are more dissatisfied with the toilet

facilities at GTB Nagar, Govandi and Chembur.


The opinion of the passengers on the facilities at platforms is presented in Figure E-35. Passenger satisfaction is low with toilets (48%) at platforms.





E-36.


Passenger satisfaction is low for Cleanliness / good maintenance of FoBs /Subways (45%).

63%

66%

65%

49%

47%

57%

52%

51%

45%

43%

52%

51%

49%

37%

34%

35%

51%

53%

43%

48%

49%

55%

57%

48%

49%

51%



Circulating Area



Signage / Clarity of Announcement & Provision of information about train

schedules/platforms


Waiting Room, Eateries, stalls e

executivesummarywilber final.pdf

Documents

analysis e

passenger travel pattern

peak hour section load

train crowding

passenger trips forecast

commuter feedback surveys

study background

study objective