Once hailed as a revolutionary solution to Dhaka's chronic traffic congestion, the Metrorail has quickly become a mixed blessing for the city's commuters. Less than a year since its launch, mounting complaints about broken vending machines, lack of ticketing options, pickpocketing, and staff behaviour threaten to overshadow the initial excitement surrounding the country's first Metrorail.
While the service from Uttara to Motijheel has undoubtedly made travel faster for many, these persistent issues have turned the much-anticipated project into a source of daily frustration for some passengers.
Broken vending machines and ticketing woes
At Shahbagh Station, where four vending machines are installed, two were out of order during a recent visit. Messages like, "There is an error in the transaction process. Please wait for help," greeted passengers, forcing them into long queues at ticket counters.
Makbul Hossain, a businessman, described the recurring inconvenience: "Every time I come to Shahbagh, I have to stand in a long line. The broken machines and lack of change at the counters only add to the suffering."
These problems are compounded by an acute shortage of single-journey tickets. According to Dhaka Mass Transit Company Limited (DMTCL), nearly 90 per cent of the 268,441 tickets issued initially have either been lost or damaged by passengers. As a result, the metro has been struggling to meet demand.
Arman Ali, a regular commuter, expressed his frustration: "I often wait over half an hour to buy a single-journey ticket. Sometimes, they’re not even available."
Pickpocketing: A growing concern
The Metrorail’s promise of safe travel is being undermined by rising incidents of pickpocketing. Warning signs like “Stay safe from pickpockets; keep your mobile and wallet secure” are now visible at many stations.
On January 2, passenger Naeem Islam narrowly escaped a pickpocket attempt. Sharing his experience on social media, he wrote: "I saw a man’s hand in my pocket during rush hour. Thankfully, I noticed in time."
Despite warnings, passengers are calling for stricter security measures to prevent theft inside the trains.
Staff behaviour under scrutiny
Complaints about staff misconduct have also surfaced. Afrin Haque, a passenger, took to social media to criticize the unhelpful attitude of some station staff: "Why is the behaviour at Uttara Diabari station so bad? I’ve never faced this at Karwan Bazar."
First-time riders are particularly affected, as they often struggle with navigating the system without adequate guidance from staff.
Disruptions and mechanical faults
Frequent disruptions have further dented the Metrorail’s image. Since its inauguration in December 2022, services have been temporarily halted multiple times due to technical glitches, ranging from mechanical faults to objects like kites and lanterns interfering with operations.
On February 4, 2024, the Metrorail was shut down for 2.5 hours due to a mechanical fault. More recently, on January 5, a passenger stuck between train doors caused delays across the network.
DMTCL responds
Despite these challenges, DMTCL General Manager (Operations) Mohammad Iftikhar Hossain assured that efforts are being made to address the issues: "We are working to fix vending machines, ensure sufficient change at counters, and resolve ticket shortages."
The company is importing four lakh new single-journey tickets from suppliers in Japan, Thailand, and India. Meanwhile, faulty vending machines are reportedly being repaired under warranty.
Mozammel Haque Chowdhury, Secretary General of the Bangladesh Passenger Welfare Association, blamed bureaucratic inefficiency for the Metrorail’s problems.
"The post of Managing Director has been filled by bureaucrats without technical expertise. This has led to increased costs and persistent operational issues," he said, calling for experienced professionals, including foreign experts, to oversee the project.
A call for action
While the Metrorail has the potential to transform urban transportation in Dhaka, its current shortcomings require urgent attention. Improved management, technical expertise, and public awareness are essential to ensure the service lives up to its promise of efficient and safe travel.
Until then, passengers will continue to grapple with long queues, pickpockets, and the occasional disruption—turning what was meant to be a smooth ride into an uphill journey.