Commuters Guide Delhi Metro DMRC LTD

Commuters Guide to
DELHI METRO
Delhi Metro Rail Corporation Limited

Commuters Guide to Delhi Metro
Commuters Guide For Delhi Metro (DMRC Ltd.)
Introduction
For implementation and subsequent operation of Delhi MRTS, a company

under the name DELHI METRO RAIL CORPORATION was registered on 03-05-
95 under the Companies Act, 1956. DMRC has equal equity participation from
GOI and GNCTD.
About Delhi Metro

Presently, the Delhi Metro network consists of about 389 Km with 285
stations. The network has now crossed the boundaries of Delhi to reach
NOIDA and Ghaziabad in Uttar Pradesh, Gurgaon, Faridabad, Bahadurgarh
and Ballabhgarh in Haryana. With the opening of the Majlis Park to Shiv Vihar
and Janakpuri West - Botanical Garden Sections, new age trains equipped
with the Unattended Train Operation (UTO) technology have been
introduced. This network also includes the NOIDA - Greater NOIDA Aqua
Line. The Aqua Line has been constructed by DMRC on behalf of the NOIDA
Metro Rail Corporation and is also being operated by DMRC currently. In
addition, the 11.6 kilometre long Rapid Metro also connects with the Delhi
Metro network at Sikanderpur station of Yellow Line. The Rapid Metro
provides connectivity within the satellite city of Gurugram.
The Airport Express link between the Indira Gandhi International Airport and
New Delhi has now propelled Delhi to the league of global cities which have
high speed rail connectivity between the city and the airport. The DMRC today
has over 300 train sets of four, six and eight coaches.Apart from providing
Delhites with a comfortable public transport option, the Delhi Metro is also
contributing signi cantly towards controlling pollution as well as reducing
vehicular congestion on the roads.

Network Map DMRC
For High Resolution Network Map Click Here

Airport Express Line

Airport Express Line Map
Fare Table Airport Express Line




Facilities Provided at Airport Express Line
City Check In Facility at Metro stations
1. Metro Stations o ering city New Delhi Metro Shivaji Stadium Metro
check-in facility Station Station
2. Airlines o ering city check-in Air India Air India
Vistara
Spice Jet
Go Air
Air Asia
3. Sectors where Airlines All domestic and International sectors

operates
4. Passenger/Baggage check-in Min. 2hrs and Max. 12hrs prior to

schedule departure of ight

5. Customer Service no. and Air India - 1800 180 1407

Website (www.airindia.in)
Vistara - +91 928922888

(www.airvistara.com)
For ight information please click

on http://www.newdelhiairport.in/live ight-information.aspx
Guidelines for City Check-in Passengers:
• Only bona de air-passengers shall be allowed in the city check-in area, with
valid air-ticket and valid photo identi cation card (voter ID, PAN card, driving
license, passport/Govt. ID card). The photo ID card shall be considered only if
it is in original and matching with the particulars of the person holding the
air-ticket. No proxy check-in shall be allowed at CAT stations.
• Passengers are advised to properly secure and lock their baggage, get it
strapped or stretch-wrapped, and security-sticker a xed on locks, or plastic
seals in case of number-locks, before depositing the baggage with the CAT
counter, failing which the airline shall not accept the baggage for check-in.
• Passengers are advised to label fragile items conspicuously, and carry them
in accordance with the policy of the airline.

• Passengers are prohibited from carrying any dangerous or o ensive
goods/articles such as weapons, in ammable items, pets etc. inside the
Airport Metro. They may refer to the relevant regulations, and the policies of
airlines and AVSEC order no. 05/2005 of BCAS in this regard.
• Passengers are advised to remove old baggage tags, in their own interest, to
enable easy tracking of baggage and to avoid mishandling.
• Only the baggage not exceeding the prescribed dimensions (35” X 25”) shall
be accepted by the CAT counters. Any over-sized/over-weight baggage may
be carried by the passenger in the train as per the prevailing policy of the
Airport Metro
• Air-travelers can check-in at the CAT counters up to 6 hours in advance of

their scheduled time of departure, subject to the policy of the airline. Check-
in shall close at the CAT counters 2.5 hours before the scheduled time of
departure.
• After having checked-in at the CAT counter, if the passenger chooses to

reach the airport on his/her own, he/she cannot claim refund from DMRC for
not having traveled by the Airport Metro Express Line. However tokens, if not
used, must be deposited at a DMRC station.
• After depositing the baggage with the CAT counter, the passenger cannot
re-claim it from DMRC at any stage. For any baggage related queries or
complaints, the passenger has to contact the concerned airline at the Airport.

• Air-travelers shall start their journey from the Airport Metro station well in
time so as to reach the Airport before the prescribed check-in time limit.
DMRC bears no responsibility for any direct or consequential loss caused to
any passenger who misses his/her ight on account of any operational or
unforeseen delays connected with the train-journey.
• Boarding pass is not acceptable, in lieu of Airport Metro card/token, for

travel by the Airport Metro. A passenger losing his/her Airport Metro
card/token has to purchase a fresh Airport Metro card/token to complete the
journey and exit the Airport Metro stations.
• Passengers shall follow applicable government regulations and airlines’

policies regarding entry into the Airport premises and travel by aircraft.
• Passengers are requested to leave the check-in area within 10 minutes of

completion of check-in, to prevent crowding in the check-in area.
• On one single-journey Airport Metro token/card, a maximum of three

number of baggage pieces per passenger shall be allowed entry into the
check-in area.
• Delhi Airport Metro Express shall not be responsible for damage to any
fragile item/ musical instrument/ scienti c research instrument/ LCD/
speakers/ computer monitor/ key-board/ micro-phones or electronic
components, if booked along with the checked-in baggage.
• Delhi Airport Metro Express shall not responsible for loss or damage to any
high-value items namely security documents/diplomatic
documents/antiques/jewellery/precious stones/ cash/ currency of any
country etc. if contained in checked-in baggage.

• Unaccompanied passengers needing special assistance to travel, like
minors, physically or mentally challenged passengers and senior citizens,
shall not be permitted city check-in.
DEDICATED PATHWAY
New Delhi Railway Station of Indian Railways is connected with New Delhi
Airport Line Metro Station through a dedicated Pathway, For smooth transfer
of Indian Railways Passengers.
FEEDER BUS SERVICES
Feeder Bus service from Delhi Aero City Station to IGI Airport Terminal T1(D)
and vice-versa.

Timings: - 0600-2300 Hrs.
Headway: - 15 min.
CLOAK ROOM / PAID PORTER / TROLLEY FACILITIES
i) Paid Cloak Room facility is available at New Delhi Metro Station of Airport
Express Line.
ii) Free Trolley Services is available for movement inside station of Airport
Express Line, Passengers can carry trolley inside upto IGI Airport and T3
Terminal also. Paid Porter Service available at Stations of Airport Express
Line.


Terms and conditions for passengers depositing the baggage:
• The customer needs to produce valid photo identi cation at the time of
deposit and delivery of baggage. In addition, the customer shall have to
submit a signed requisition form related to the baggage, in the format
prescribed by DMRC
• All baggage will be duly X-rayed for acceptance in the cloak room. In case of
suspicious items, the baggage will be subjected to physical check.
• The customer must physically check the baggage prior to taking delivery
from Delhi Metro Airport Express Line.; and no complaint will be entertained
once the baggage is delivered to the customer.

• The baggage will be handed over to the customer only on surrendering the
baggage deposit slip. In case the passenger is unable to surrender the
baggage deposit slip, the baggage will be delivered only on receipt of
indemnity bond from the passenger, in the format advised by DMRC.
• There is a lost deposit slip fee of Rs. 250/- to cover administration costs and
time in dealing with this. Customer will need to show appropriate
identi cation, and must be able to detail the contents of the baggage; both, to
our complete satisfaction.
• Charges are subject to revision without notice. Charges will be calculated to

the next full Hour for fractional time period.
• We reserve the right to refuse acceptance of any baggage at its sole

discretion.
• Bags not claimed within 7 days will attract penalty charges of Rs. 100/- per
bag per day in addition to tari charges up to the maximum of total 7 days.
Thereafter the unclaimed bags will be deposited in central depository up till
30 days only. If the bags are still unclaimed after 30 days the bags will be
disposed o .
• The customer is advised not to include fragile or precious items, money,

keys, electronic equipments (laptop/computer, cameras etc.), precious
metals, jewellery, negotiable instruments, business documents, valuable
securities, medications, passports or any other identi cation documents,
samples or any lighter/match box, or any banned substances in the baggage.
• Limited Liability Form is mandatorily to be lled up and signed to notify any

pre-existing damage.

• Baggage will under no circumstances be released outside the published
cloak room operational timings.
• Baggage for storage that is found to be previously damaged in any way may
not be accepted. Such baggage shall be detailed in the documents prepared
at the time of deposit. We may at our sole discretion, exclude any liability on
bags which appear unsuitable for storage, overweight, unsafe, or previously
damaged in any manner.
• We shall not be liable for damage to baggage which is in excess of

recommended safety weight of 32 kg (66 lbs) per bag.
• Liability in any event, for loss, theft or damage occasioned to baggage, in

storage or transit from storage, is limited to Rs.100/- per kg.
• All disputes shall be subject to exclusive jurisdiction of courts at Delhi.
OTHER FACILITIES
i) Ticket Issuing Machines (TIM) for Airport Express Line are available at IGI
Airport terminals T1(D) and T3 also.
ii) Seamless Interchange facility between Dwarka Sector-21(Airport Line) to

Dwarka Sector-21 (Blue line) Station at Platform
.
iii) Connectivity through travelator between Dhaula Kuan (Airport Line) and
Durgabai Deshmukh South Campus (Pink Line) Stations.


Commuters Facility
in
Delhi Metro Network

Facilities for Women passengers in Delhi Metro

Delhi Metro is fully committed towards safety and security of Women
Passengers. Delhi Metro understands the needs of women passengers and
has reserved a car especially for lady passengers. The rst car of a train in
moving direction is reserved for ladies in Yellow, Blue, Green, Violet, Pink &
Magenta lines and common earmarked car in both direction movements in
Red line. Adequate signage have been provided to clearly indicate the area of
platform where the reserved car normally stops.
In addition to this, earmarked seats with adequate signage are reserved in

other cars for lady passengers.
In pursuit to provide safe and convenient travelling experience to Women

Passengers, Delhi Metro has made following provisions;
omen only coach in every train.

W
Reserved seats for women in every coach.
Fine of Rs. 250/- on male passengers for travelling in women coach
Zero tolerance for drunkards and trouble makers.
CCTV surveillance at stations, platforms and in train coaches.
Patrolling of the platform after sunset hours have been intensi ed by
security forces(CISF).
Quick reaction teams have been deployed to nab the o enders.
Ladies CISF sta has been deployed at stations for frisking of lady
passengers.
Teams are deployed for checking male commuters travelling in Ladies
Coach.
Special drive in rst week of every month has been launched.

Facilities for di erently abled passengers in

Delhi Metro
Delhi Metro is perhaps India's rst public transport system with adequate
features for di erently-abled persons. These include:
Extra Wide AFC Gates for Wheel Chair passage
Tactile path for visually impaired commuters
Ramps at Entry/Exit of stations
Provision of Wheel chairs at stations
Lifts provided with Hand rails, Mirror & call Buttons in Braille.
Signage at prominent locations are provided for disabled and mobility

restricted passengers.
Train door closing audio/visual indication. Next station and arrival with
correct side platform announcements

In addition, station sta constantly monitors passenger movement and
provides personal help to any di erently-abled person who needs assistance.
Seats in trains have been reserved for di erently abled/senior citizens
DMRC received National Award for Outstanding Work in Creation of Barrier

Free Environment for the Persons with Disabilities in the Year 2008.
MRC receives around 80-85 requests/month through helpline(Helpline

D
No.-155370) for assistance of persons with disabilities.
DMRC is committed to provide hassle free services to Persons with
disabilities and we are associating with ‘Samarthyam’ an NGO, to
improve further the accessibility of our stations & trains to Persons with
disabilities.
For More information Please Visit our Website:
www.delhimetrorail.com

Contact
Us
For More information Please Visit our Website:
www.delhimetrorail.com
You may also download DMRC Mobile app through Google play
Store or Apple store.
Click Here to Download Mobile App
24X7 Helpline Numbers

DMRC Helpline number 155370
CISF Helpline number 155655
Women & Children Helpline: 011-23415480
E- Mail us at: helpline@dmrc.org

Delhi Metro Airport Line Metro Stations Contact Numbers
S No. Station Landline No. Mobile No.
01 New Delhi Station Airport Express 7290045095 8800793197
02 Shivaji Stadium Station Airport Express 1123235558 8527390341
03 Dhaula Kuan Station Airport Express 7290038048 8527390342
04 Delhi Aerocity Station Airport Express 7290038058 8527390343
05 IGI Airport Station Airport Express 7290038068 8527390344
06 Dwarka Sec-21 7290045095 8800793197

Some Major Tourist Spots near Delhi Metro stations

Metro Accessible Tourist Places
Stations
Chandni Digambar Jain Temple, Fatehpuri Masjid, Gauri Shankar

Chowk Temple, Jama Masjid, Red Fort, Sis Ganj Gurudwara,Red
Fort,Salim Garh Fort
Rajiv Connaught Place, Baba Kharak Singh Marg State Emporiums,

Chowk Bangla Sahib Gurudwara, Hanuman Mandir, Jantar Mantar,
Janpath, Laxmi Narayan Mandir
New Delhi Shankar’s International Dolls Museum
Central India Gate, Rashtrapati Bhawan, Parliament House, Indira

Secretariat Gandhi Memorial, Jawaharlal Nehru Memorial, Lodhi Garden,
National Gallery of Modern Art, National Museum, National
Zoological Park, Nehru Planetarium, Purana Qila, Safdarjung's
Tomb, Sanskriti Museum, National Rail Museum
Qutab Qutab Minar,Garden of Five Senses

Minar

Chattarpur Chattarpur Temple
Nehru Place ISKON Temple,Kalkaji Temple,Lotus Temple
Tughlakabad Tughlaqabad Fort
Patel Chowk National Philatelic Museum,Metro Museum
Khan Market India International Centre,Khan Market
Akshardham Akshardham Temple
Pragati Maidan Crafts Museum,Humayun's Tomb,National Science Centre
Rithala Adventure Island

about
Delhi Metro
services
Frequently Asked Questions

Q 1. What is a token?
Ans. A token is a valid ticket used for single journey travel.

Q 2. From where can I purchase token for travelling in Metro Trains?
Ans. Tokens are available across all ticketing windows and Ticket Vending
Machines (TVMs).
Q 3. How many types of tokens/cards are available in Delhi Metro? Ans.
Following types of tickets/cards are available to perform journey in Delhi
Metro:
S. No. DMRC Product Airport Express Line Product
1 Single Journey Token Single Journey Token
2 Smart Card Smart Card
3 Tourist Card (1 day or 3 days) Trip Card (10, 30, 45 Trip)

Q 4. Is there any time limit within which I should enter the Metro Station after
purchasing the token?
Ans. The token remains valid for whole day from the station of purchase.
Q 5. Is there any time limit within which I should exit from the destination
station after entering from any station?
Ans. Yes,
In DMRC
Time Zone Distance (in KM) Time Limit (in minutes)
Zone-1 0-12 65
Zone-2 12-21 100
Zone-3 More than 21 180
After expiry of the time limit, a penalty @ Rs 10/ per hour subject to
maximum of Rs 50/- will be charged.

In Airport Express Line - The maximum travel time limit is 65 Minutes for
single journey. After expiry of the time limit a penalty @ Rs 20/ per hour
subject to maximum of Rs 400/- will be charged.
Q 6. Can I exit from the same station where I have entered?

Ans. In DMRC- Yes, but by dropping token into exit gate slot within 20
minutes after entry. After expiry of the time limit a penalty @ Rs10/ per hour
In Airport Express Line - By dropping token into exit gate slot within 30
minutes after entry. After expiry of the time limit a penalty @ Rs20/ per hour
Q 7. Can I get return journey token?

Ans. No, Return Journey Token is not permissible in Delhi Metro.
Q 8. Can I enter from any station other than the station from where I
purchased the token?
Ans. No, after purchase of token customer can make entry from same
station only. The smart card holder has this exibility &can make entry/exit
from any station.
Q 9. How is fare calculated between two stations?

Ans. Fare is xed on the basis of distance between the stations.

Q 10. Can I get refund of my token?

Ans. IN DMRC- An unused token is refundable at full amount from token
purchase station only, within 60 minutes of purchase of token. Partially used
tokens can be refunded in exceptional cases, like disruption in service,
unusual delay in train running due to incident/accident.
In Airport Express Line- An unused token is refundable at full amount from
token purchase station only, within same business day of purchase of token.
Partially used tokens can be refunded in exceptional cases, like disruption in
service, unusual delay in train running due to incident/accident.
Q 11. Can I get refund of balance fare if I get down at a station before the
destination station for which I have purchased the token/ticket?
Ans. No refund of balance fare is admissible.
Q 12. Can I extend my journey beyond the original destination?

Ans. Yes, if you are token holder, the additional fare for extended journey
(fare for new destination - fare for original destination) has to be paid at
customer care centre of destination station before making an exit from AFC
gates (automatic fare collection). If you are a smart card holder, the fare for
journey will be automatically deducted at the time of exit.
Q 13. What should I do if I lose my token/card?

Ans. IN DMRC

- You should approach Customer Care Centre at your destination station. You
will be treated without ticket & shall be charged (Max. Fare + Rs 50/-) i.e. Rs
130/-, after this paid exit token shall be issued to make exit. In case later on
passenger approaches that Token/Card is recovered no refund is permissible
& token shall be con scated.
In Airport Express Line - You should approach Customer Care Centre at your
destination station. You will be treated without ticket& shall be charged Max.
Fare + Rs 50/-, after this paid exit token shall be issued to make exit. In case
later on passenger approaches that Token/card is recovered no refund is
permissible & token shall be con scated.
Q 14. What should I do if the token/card is not accepted (error comes) at the
entry/exit gates at the originating/destination station?
Ans. Customer should Contact Customer Care Centre with token/card for
assistance.

Q 15. What is a smart card? What are the advantages of smart card?
Ans. A Smart Card is special type of ticket used for multiple journeys based
on value available on it. The use of smart card o er following advantages:
• Save time from daily purchase of token
• Avoid standing in queue for purchase of token
• Provides freedom of choice of originating and destination station.
• A discount of 10% will be given on every journey made by the passenger on
smart card.
Note: Additional discount @10% is given to commuters using Smart Card who
enter during non-peak hours.
Non-Peak Hours From To
Start of Revenue Service Before 08.00 AM
12.00 Noon Before 05.00 PM
09.00 PM Closing of Revenue Service

The additional discount will be available during weekdays from Monday to
Saturday except National Holidays viz Republic Day (26th January),
Independence Day (15th August) & Mahatma Gandhi Jayanti (2nd October).
Q 16. How do Smart cards Work?

Ans. 1A smart card is a contactless smart card. You just place your smart
card on the reader of AFC gate; it will automatically validate the card, and
deduct the correct fare for the journey taken at the time of exit.
Q 17. How can I purchase a smart card?

Ans. Smart Cards can be purchased from Customer Care centre of any
Station & from SCVM (Smart Card Vending Machine) available at selected
metro stations of DMRC.
Q 18. Can we book the cards/tokens online?

Ans. IN DMRC- One can purchase cards/tokens from counter at station only,
however facility for online recharge of smart card is available through
website www.dmrcsmartcard.com, Paytm, PhonePe, Business
Correspondent Channel, through SMS.
IN AMEL – QR Code can be generated through “Ridlr’ or "Paytm app & same
can be used as single journey ticket.
Q 19. Do I need to submit any document/proof to get a smart card?

Ans. No document is required.
Q 20. Can I purchase smart card for my family, friends or any other person
known to me?
Ans. Yes.

Q 21. How many people can travel on a single Smart Card?
Ans. Only one person is authorised to travel on one smart card at a time.
Q 22. What is the validity of smart card? When it will expire?

Ans. A Smart Card is valid for 10 years from date of last recharge.
Q 23. How much discount is o ered on the use of smart card?

Ans. IN DMRC- A discount of 10% will be given on every journey made by the
passenger on smart card.
Note: Additional discount @10% is given to commuters using Smart Card who

enter during non-peak hours.
Non-Peak Hours From To
Start of Revenue Service Before 08.00 AM
12.00 Noon Before 05.00 PM
09.00 PM Closing of Revenue Service
The additional discount will be available during weekdays from Monday to

Saturday except National Holidays viz Republic Day (26th January),
Independence Day (15th August) & Mahatma Gandhi Jayanti (2nd October).

In Airport Express Line – A discount of 10% is applicable on every journey

made through store value smart card.
Q 24. How much is the cost of a new smart card?

Ans. A Smart Card can be purchased at a Security Deposit (refundable*) of Rs
50/- and electronic value of Rs 100/-i.e. a Smart Card can be purchased at a
minimum cost of Rs 150/-.
Q 25. What is the procedure to recharge a Smart Card?
Ans. IN DMRC- After purchase of a Smart Card, it can be recharged via 3
means-
a) At Customer Care- Minimum recharge of Rs. 200/- and subsequently in
multiples of Rs. 100/-
b) At Token Vending Machine (TVM)/ Recharge Cum Terminal Machine (RCTM)
/ Smart Card Vending Machine (SCVM) - Minimum recharge of Rs. 100/- and
subsequently in multiples of Rs. 50/-.
Note: RCTM and SCVM are available at selected metro stations.

c) Online - Minimum recharge of Rs. 100/- and subsequently in multiples of
Rs. 50/-.
Q 26. Is there any maximum store value limit in a Smart Card?

Ans. Yes, the maximum permissible store value limit on a Smart Card is
Rs3000/-.
Q 27. How can I check the available balance in my smart card?

Ans. The balance available on a Smart Card can be checked at Ticket Reader
cum add value machine (AVM) available on all Customer Care Centres at a
Station.
Q 28. What is the minimum balance required on Smart Card for travel?
Ans. A minimum balance equivalent to minimum fare (presently Rs10/-) is
required to enter in station for travelling purpose. The customer can travel up
to his desired destination. The di erence in the fare & available balance will
be recorded in his card which will be automatically adjusted upon next
recharge or from security deposit during refund.
Q29. What precautions are to be taken while using Smart Card?

Ans. While entering wait for your turn, then show your card at the entry gate
sensor and every valid entry is to be followed by valid exit. In case of
entry/exit mismatch, penalty/surcharge equivalent to highest value
transaction among the last ve journeys performed will be charged.

Q 30. How can I get refund of available balance in my smart card?
Ans. The electronic balance (excluding security deposit) in smart card shall
not be refunded.
• For readable and physically OK cards during surrender of smart card, only
security deposit shall be returned to the passenger after adjusting negative
electronic value (if any) on the card along with deduction of processing
charges of Rs 20/- subject to availability of su cient balance security deposit
on the card.
• No security deposit return will be entertained on physically damaged cards.
• In case of expired card; neither electronic balance nor security deposit shall
be returned.
Q 31. Is security deposit refundable?

Ans. Yes, only security deposit is refundable subject to the conditions
mentioned below:- A) For readable and physically OK cards during surrender
of smart card, only security deposit shall be returned to the passenger after
adjusting negative electronic value (if any) on the card along with deduction
of processing charges of Rs 20/- subject to availability of su cient balance
security deposit on the card. B) No security deposit return will be entertained
on physically damaged cards. C) In case of expired card, security deposit shall
not be refunded.
Q 32. Can I use the smart card to make entry and exit at the same station?
Ans. Yes, fare of Rs10/- will be deducted from Smart Card during the exit. (The
discount shall not be applicable, if passenger made entry and exit from same
station.)

Q 33. My card is not working and I deposited my card with Customer Care
executive. He told me that the refund will be available after few days. What
can be the reason and what should I do in such case?
Ans. It is possible that the chip of Smart Card becomes unreadable in the
system. In such cases the passenger will be issued a new smart card of
Rs.150/- (Rs50/- security deposit and Rs 100/- electronic value) immediately.
Note:-
i) If deposited unreadable smart card is physically damaged, Rs 50/- will taken
from passenger in cash as security deposit before issuing a new card.
ii) In case unreadable smart card is physically OK, no security deposit will be
taken from passenger.
To avail electronic balance of deposited card, Passenger will validate new

issued smart card (issued at the time of deposited unreadable smart card) on
Ticket Reader cum Add Value Machine (AVM) at any metro station after 5
days from the date of submission of card

Q 34. Why my Smart Card is not working?
Ans. Smart Card has an electronic chip inside it. When chip is damaged or
defective, the card will not work.
Q 35. What happens if I damage or lose my token/card?

Ans. You are responsible for your token/card, so if you lost your token/card
then you have to pay a ne. For a damaged ticket, the station operator will
examine the token/card. If it is damaged deliberately then you will have to
pay a ne if you are in the paid area, but if token/card is faulty then you can
go to customer care to get it replaced with free exit token.
Q 36. What could be the reasons of Smart card (Travel Card) getting damage?
Ans. Smart card should be handled with care. Don’t expose them to extreme
temperatures, moisten, bend or keep near the magnets.
Q 37. Is there any condition when 10% discount is not available in Smart
card?
Ans. Yes,
A) If it requires any adjustment on account of mismatch (errors).
B) If passenger made entry and exit from same station.
Q 38. I have lost my smart card. Can I block its usage and get refund of my
balance amount?
Ans. No.

Q 39. Is there any concession for students/senior citizens/handicapped etc?
Ans. No special concession is available in DMRC for students / senior citizens
/ handicapped etc.
Q 40. What are criteria for ticket charges of a child?

Ans. Children below 3 feet (90 cms) height are allowed to travel free if
accompanied by an adult. Children above 3 feet (90 cms) will be charged full
fare.
Q 41. Is there any monthly card for unlimited travel?

Ans. IN DMRC - No monthly card is available on DMRC network. However,
one day and three days tour card are available to facilitate passengers.
In Airport Express Line- This facility is available only on Airport Express Line,
monthly card having provision of 30 & 45 trip cards has been made in Airport
Express Line of DMRC exclusively.
Q 42. What is tourist card?

Ans. Tourist cards shall be available with unlimited rides based on validity
period. One day validity tourist card is valid for one day and three day validity
tourist card is valid for three days from the date of sale.

Q 43. How can I get a tourist card?
Ans. A Tourist Card can be purchased from Customer Care Centre of any
Station. One day validity tourist cards can be purchased for Rs. 200/- and
three days validity tourist card can be purchased at Rs 500/- out of which
security deposit of Rs 50/- is refundable. Tourist Card is only applicable in
DMRC.
Q 44. How much is the security deposit for tourist cards?

Ans. Rs 50/- only.
Q 45. How many journeys per day are allowed by a tourist card?
Ans. Unlimited rides for the day of purchase on one day validity tourist cards
and unlimited rides for three days on three days validity tourist cards.
Q 46. Is there any time limit for exiting from the metro station after entering
at any station with a tourist card?
Ans. No.
Q 47. Can I get refund of tourist card if I don’t use it?

Ans. Irrespective of use, only security deposit (Rs 50/-) amount will be
refundable.
Q 48. What is the de nition of physically damaged Smart Card?

Ans. Smart Card is considered as damaged if:
a) Smart Card is in bent condition (when Smart card is placed on at surface,
all the four corners are not touching the surface). Visible mark /crease on
Smart Card.

b) Smart Card has visible cut mark or corner is cut.
c) Smart Card surface is badly worn out and/or engraved ID is not visible.
d) Smart Card is having hole, mark of staple, punched, burnt, laminated with
other items, chemically treated, etc.
e) Smart Card is broken or any part damaged.

Q 49. What are the di erent o ences and penalties in Delhi Metro System?
Section O ence Penalty
59 Drunkenness or nuisance or spitting or Fine of Rs.200/-

sitting on the oor of the train or Forfeiture of pass, ticket
quarrelling and Removal from
carriage
60 Taking o ensive materials Fine of Rs.200/-
62 (1) Demonstration of any kind upon (1) Exclusion from

Railway attending
(2) For Writing, pasting in compartment demonstration
or carriage etc. (2) Removal from
(3) For refusal to be removed compartment, carriage
etc.
(3) Fine of Rs.500/-
63 Travelling on roof of the train Fine of Rs.50/- and

removal from train
64 Unlawful entry and walking on Metro Fine of Rs.150/-

Track

64(1) Unlawful entry (to enter into the Fine of Rs.250/-

coach reserved for women)
68 Obstructing o cials on duty Fine of Rs.500/-
69 Travelling without ticket or pass Liable for excess charge Rs.50/-

and maximum fare of the
system
70 Interfering with means of Fine of Rs.500/-

communication in train or
misusing alarm
72 Defacing metro properties Fine of Rs.200/-
73 Unauthorized sale of articles on Fine of Rs.400/-

metro railway
75 Unauthorized sale of ticket Fine of Rs.200/- and forfeiture of

ticket

Para Penalties imposed manually under Business Rule-IX and Penalty

others
2.8(ii) Tailgating, Jumping over the AFC gate in case of Error code Rs.50/-
31 Adjustment in token
5.7 Pseudo Entry-Exit at AFC gates Rs.80/-
17.1 Carry away Token Rs.200/-
17.3 Return journey Rs.50/-
In case the o enders do not pay the ne, they will be handed over to the
Police for producing them before the Metropolitan Magistrate.
Q 50. To whom should I contact if any hazardous article/unusual occurrence

are observed at a station?
Ans. Please inform the nearest Security personal, metro employee or Delhi
Police for prompt action or call 24x7 DMRC Helpline No. 155370 or CISF
Helpline no. 011-22185555.

Q 51. If I get pick-pocketed, where should I report the case
Ans. The case of pick-pocketing can be reported to Police Station at Shastri
Park, Kashmere Gate, Rithala, Rajiv Chowk, Qutab Minar, Rajouri Garden,
Yamuna Bank, Kalkaji Mandir, IGI Airport Metro station. Please click here to
check the jurisdiction of Metro Police Stations.
http://www.delhimetrorail.com/police_station.aspx
Q 52. Which items are not allowed with a person while travelling on Delhi
Metro?
Ans. 1. Arms & Ammunition /Realistic Replicas of arms /ammunition, are

guns, sports gun, air ri e, BB gun, starter pistols, parts of guns re arms, gun
lighters, gun powders, stun guns/shocking devices, dynamite, reworks,
hand grenades, plastic explosives, realistic replicas of explosives, aerosol,
tear gas.
2. In ammable liquids, all kind of spirits, alcohol and wet batteries.
3. Dangerous objects
a. Knife of any length & type expect round bladed, butter and plastic cutlery.
b. Meat cleavers
c. Khukhari
d. Sword
e. Cleaver sword
f. Axes & hatchers

g. Crowbars
4. Pets, birds & animals.
The above declared items shall be subjected to the exemption given under
the laws of India.
Q 53. What should I do if an emergency situation arises?
Ans. Please follow the instructions given by Delhi Metro Rail on site o cials
carefully.
Q 54. I have a complaint/suggestion, where do I have to contact to give my

feedback?
Ans. Following options are available for the customers to approach DMRC to
resolve their grievances.
a. Complaint/Suggestion book is readily available at Customer Care Centre of

all stations please ask for it.
b. You can approach on 24x7 help line no. 155370 for assistance during the
travel or otherwise.
c. You can drop your feedback on the website of DMRC i.e.

delhimetrorail.com
d. You can Mail on helpline[at]dmrc[dot]org or

operations[at]delhimetrorail[dot]com.
e. If complaint is related to security at the station, CISF may be contacted

directly at 011-22185555.

Q 55. Where can I get information about delay or failures in train services?
Ans. About delay or failures in train services one can get the information
from our 24x7 passenger helpline no. 011-155370.
Q 56. How can I get the information regarding nearest station for famous
places landmarks like hotels, Govt. Buildings, Historical places etc?
Ans. For getting the information regarding nearest station please contact our
24x7 passenger helpline no 011-155370. A book “Delhi by Metro” is also
recommended. It is available at Patel Chowk metro station on MRP of Rs.
399/-.
Q 57. How to get assistance for a sick person while travelling in Metro Train?
Ans. Passenger Emergency Alarm (PEA) button are provided on every

alternate door of Metro Train. By operation of PEA, the problem can be
informed to Train Operator which in turn will inform to the next station to
provide /arrange prompt medical assistance. Caution: Misuse of PEA is a
punishable o ence with a penalty of Rs. 1000/- and /or imprisonment up to 1
year.
Q 58. How can I get wheel chair at a Metro station?
Ans. While entering a station contact Customer Care Centre and ask for
assistance. Sta will help you in getting wheel chair at entry and exit station
or contact online customer care centre 24x7 at phone number 011-155370 so
that it can be provided on you arrival at declared station.

Q 59. Whether toilet facilities are available in train or stations?
Ans. No toilet facility is available in Metro Trains however toilet facilities are
available at metro stations in paid/unpaid area on ‘Pay & Use’ basis.
Q 60. What about medical facilities?
Ans. First Aid facility is available at all stations. For emergency, ambulance
service is arranged through CATS for sick passengers.
Q 61. How much weight is allowed with a person while travelling on Delhi
Metro?
Ans. In DMRC :- One baggage containing personal belongings not exceeding

80 centimetres x 50 centimetres x 30 centimetres in size and 25 kilograms in
gross weight is permitted with a commuter. Baggage in form of bundles is
not permitted.
In Airport Express Line :- Two baggages containing personal belongings not

exceeding 90 centimetres x 75 centimetres x 45 centimetres in size and 32
kilograms in gross weight is permitted with a commuter. Baggage in form of
bundles is not permitted.
Q 62. Is a feeder bus available at all stations?
Ans. No it is available at nominated stations; the feeder bus service is

dedicated to feed Delhi Metro stations, enabling passengers residing in
nearby areas to reach the Metro stations comfortably.
Please click here to check availability of feeder buses.
http://www.delhimetrorail.com/feederbus.aspx

Q 63. Will feeder bus travel be free if you pay for the Metro trip?
Ans. No, it provides services on paid basis.
Q 64. Can I travel in feeder bus and the in metro with the same card?
Ans. No, both systems have di erent tickets as on date.
Q 65. Is there time schedule of feeder buses?
Ans. Yes, generally feeder buses are available from 06:00 AM to 10:00 PM.
Q 68. What is Passenger Emergency Alarm?
Ans. This is a communication system provided on train for Communication

between passenger and Train
Operator in case of some emergencies.
Q 69. Which are interchange stations on DMRC?
Ans. Any station where more than one running line is available for
interchange of passenger is called Interchange station. Presently DMRC has
27 interchange stations as explained below;

Station Name Interchange Line Line Colour Code
Inderlok Line-1 and Line-5 Red Line and Green Line
Kashmere Gate Line-1, Line-2 and Red Line, Yellow Line and Violet
Line-6 Line
Rajiv Chowk Line-2 and Line-3 Yellow Line and Blue Line
Central Sect. Line-2 and Line-6 Yellow Line and Violet Line
Yamuna Bank Line-3 and Line-4 Blue Line
Ashok Park Line-5 and Line-5 Green Line

Main
Kirti Nagar Line-3 and Line-5 Blue Line and Green Line
Sikandarpur Line-2 and Rapid Yellow Line and Rapid Metro

Metro

New Delhi Line-2 and AMEL Yellow Line and Orange Line
Dwarka Sector 21 Line-3 and AMEL Blue Line and Orange Line
Mandi House Line-3 and Line-6 Blue Line and Violet Line
Netaji Shubash Place Line-1 and Line-7 Red Line and Pink Line
Azadpur Line-2 and Line-7 Yellow Line and Pink Line
Janakpuri West Line-3 and Line-8 Blue Line and Magenta Line
Rajouri Garden Line-3 and Line-7 Blue Line and Pink Line
INA Line-2 and Line-7 Yellow Line and Pink Line
Lajpat Nagar Line-6 and Line-7 Violet Line and Pink Line
Mayur Vihar Phase-1 Line-3 and Line-7 Blue Line and Pink Line

Anand Vihar Line-4 and Line-7 Blue Line and Pink Line
Karkarduma Line-4 and Line-7 Blue Line and Pink Line
Welcome Line-1 and Line-7 Red Line and Pink Line
Maujpur Line-7 and Line-7 Pink Line and Pink Line
Kalkaji Mandir Line-6 and Line-8 Violet Line and Magenta Line
Hauz Khas Line-2 and Line-8 Yellow Line and Magenta Line
Botanical Line-3 and Line-8 Blue Line and Magenta Line

Garden
Noida Sec-52 Line-3 and Aqua Blue Line and Aqua Line
Line(NMRC) (NMRC)
Durgabai Deshmukh South Line-7 and Pink Line and

Campus-Dhaula Kuan AMEL(Through FOB) Orange Line

Q 70. What are di erent colour codes of di erent Lines?

Ans. Line-1 – Red Line, Line-2 – Yellow Line, Line-3 & 4 – Blue Line, Line-5 --
Green Line, Line-6 - Violet Line, Line-7- Pink Line, Line-8- Magenta Line, Line-9-
Grey Line, Airport Line- Orange Line
Q 71. How do I know about last train timings to my destination station?

Ans. The last train timings towards all terminals are displayed on every
Customer Care Centre of all Metro station or you may contact 24x7 DMRC
Helpline no. 155370. Kindly get assistance from on duty sta before making
entry in paid area.
Please click here to check last train timing.

http://www.delhimetrorail.com/OtherDocuments/last-train-details.pdf

Q 72. What are the operating hours of DMRC?
Ans. Metro services are generally available from 6 AM to 11 PM
Q 73. From which interchange station on DMRC can I catch a train for
domestic/international Airport?
Ans. For domestic/international Airport, passenger can change at New Delhi
or Dwarka Sec – 21 from DMRC system.
Q 74. What is the frequency of trains of DMRC system and Airport line
system?
Ans. In DMRC system the peak headway varies from 2 minutes 30 seconds to
4 minutes on di erent lines. On Airport line, peak headway is 10 minutes 30
seconds. Here headway means time interval between two consecutive trains.
Q 75. While I was trying to get into the train why the train operator closed the
train doors which almost hit me?
Ans. Train stops on p/f for the given dwell times & before the train door start
closing a warning sound is always emitted which lasts for about two (2) to
four (4) seconds. For your own safety, when you hear the sound for door
closing you are required to stand o the train immediately. You should never
try to enter in train while doors are closing as it will unnecessarily delay the
train & moreover obstructing closing of doors is a punishable o ence.

Q 76. If my train is late, can I get a letter for my employer?
Ans. No, however, regular announcements regarding train delay are made at
stations and inside trains. E orts are also made to ensure normalcy at the
earliest.
Q 77. Why DMRC does not limit cell phone use?

Ans. The Delhi Metro encourages our passengers to be considerate of their
fellow passengers and not to talk loudly on cell phones.
Q 78. Is free drinking water is available at stations?

Ans. No, but it is available at kiosks on nominal rates at most of the stations.
Q 79. What is the junction of DMRC & Rapid Metro, Gurgaon?

Ans. Sikanderpur Metro stations on Yellow Line.
Q 80. May I bring an open baby stroller into the Metro system?
Ans. When entering the system, customers should hold their children and
fold strollers.
Do not try to carry a stroller with a child in it up or down stairways or
escalators and avoid pushing.
Q 81. Should I keep some change/loose coins or money with me?

Ans. Yes, It is required if you purchase token (s) or any adjustment is required
in your smart card.

Q 82. Is there any separate queue for ladies/senior citizens?
Ans. Only for ladies separate queue is available for security check. Separate
queues are not available for ladies/Sr. citizens at any other location.
Q 83. What is an exact change counter?

Ans. At exact change counter, a passenger having exact amount to purchase
token can buy the tokens. Exact change counter has been introduced for the
convenience of passengers who have exact change to purchase token(s).
Q 84. Where can I get DMRC route map?

Ans. Route maps are available at Customer Care Centres at all stations. You
can also download the same from DMRC website.
Q 85. How do you decide the temperature setting of air conditioning in the
trains?
Ans. The temperature inside the trains is decided on the basis of ambient
temperature and adequate level of comfort to the passengers.
Q 86. Are there ladies coaches available in Delhi metro? If yes please clarify
who other than women can travel in those coaches?
Ans. Yes, DMRC has introduced one separate ladies coach in each train to
ensure safe rides for women. Male Children up to the age of 12 years are only
allowed to travel in ladies coach if accompanied by a women passenger.
Passenger may also contact 24x7 DMRC Helpline No. 155370 or CISF Helpline
No. 011-22185555.

Q 87. Where is metro Museum?
Ans. Metro Museum is located at Patel Chowk Metro Station on Yellow line.
Q 88. Is there any ticket for visiting Metro Museum and what are the timings
to visit?
Ans. 1. If directly reaching at Patel Chowk Metro station through road, a token
of Rs. 10/- may be purchased from Patel Chowk Metro station to visit metro
museum and the timings to visit are 10:00 AM to 5:00 PM.
2. If entered from other metro station customer can visit museum subject to
that customer complete his journey to his destination with in permissive time
limit of 170 minutes.
Q 89. Is photography permitted in Delhi Metro?

Ans. No, photography is prohibited in Delhi Metro.
Q. 90. Can I eat or drink inside trains?

Ans. No, eating and drinking is prohibited inside trains. Help us to maintain
cleanliness to provide you clean environment.
Q. 91. Can I squat on oor of a train, if not getting seat inside Metro train?
Ans. No, squatting on the oor of train is a punishable o ence under DMRC
O&M Act.
Q. 92. Who can occupy seat reserved for needy passenger?

Ans. Please o er the seat to women in family way, people with children and
di erently abled commuters.

Q. 93. Can I play music inside trains?
Ans. No, please put your cell phone to vibration mode & don’t talk while
inside train.
Q.94 Can I hang bag on my back while travelling in train?

Ans. No, please don’t hang your bag on back to avoid inconvenience to fellow
commuters and travel light.
Q. 95 Where should I stand/walk in subway stations, stairs and escalators?

Ans. Please keep to the left while walking in subway stations, on stairs and
escalators.
Q.96 How one should board the train?

Ans. 1. Stay away from Yellow line
2. Form Queue
3. Allow passengers to de-board rst
4. Allow children, di erently abled in rm passengers to board the train rst.
5. Now, board the train.
Q.97 What should I do in case of any disruption/mid section stoppage of

train?
Ans. For your own convenience and safety, please follow the instructions of
DMRC sta during any disruption/mid section stoppage of train.

Q.98 Who is responsible for parking at Metro Station?
Ans. Parking contactor is responsible at metro station. Name & contact
details are displayed at the board near parking entrance. Passenger may also
contact Customer care Centre Sta or station sta for any parking related
issue.
Q.99 Who is responsible for cleanliness outside Metro Station?

Ans. Concerned civic agency i.e. EDMC. NDMC, NDMC are responsible for
cleanliness outside metro station.
Q.100 Who is responsible for tra c problem around Metro Station?

Ans. Tra c Police is responsible for tra c around metro station. Further,
passenger may contact Tra c Police at Helpline no 1095.
Q.101 To whom should I contact in case of following?

Ans.

Case Contact
S.No.
1 Vehicle damaged / stolen / You should have parking slip/helmet

petrol theft / helmet stolen deposit slip.
etc. Contact parking attendant. In case
parking attendant is not supporting,
please contact parking contractor
on his given Mobile No. displayed at
notice board in parking lot.
Contact at customer care centre of
concerned station, in case parking
contractor is not supporting.

2 Overcharging/misbehaviour by Contact parking attendant. In case

parking attendant. parking attendant is not supporting,
please contact parking contractor
on his given Mobile No. displayed at
notice board in parking lot.
Contact at customer care centre of
concerned station.
Contact 24x7 Helpline No. 155370.
3 Stale food / overcharging /

misbehaviour by kiosk
attendant. Contact at customer care centre of
concerned station.

4 Wrong/under value token issued

Overcharging / misbehaviour by
Ticketing Sta
5 Overcharging/misbehaviour by
House Keeping Sta
6 Misbehaviour by Station Sta
7 Misbehaviour by CISF Sta Contact CISF Helpline No. 011-

22185555 Contact at customer
care centre of
concerned station.
8 Money got stuck in vending Contact on contact

machine. no. 8860661780/8447575748
provided on vending machine.
Contact at customer care centre
of
concerned station

9 Money got
stuck in Add
Value Contact at customer care centre of
Machine.
concerned station.
10 My belongings
fell on track
11 My belongings Contact at customer care centre of

left in train/at
station concerned station. Contact Lost & Found
Cell contact no. 8527405555 after 48 hrs.
12 In case of Contact at customer care centre of

medical
assistance concerned station.
needed
13 Station Contact concerned civic agency on their helpline no.

surrounding is EDMC – 155303, NDMC & SDMC-(011) 1266, Public
not clean Works Department - 1800110093

14 Encroachment Contact Delhi Tra c Police – 1095.

outside station by Click here for station wise list of
rickshaws, auto
rickshaws, vendors agencies responsible for station
etc surrounding areas (This needs to be
uploaded as a separate link on website).
15 To lodge a complaint Contact customer care centre for

/ feedback
complaint/feedback book.
Click here for online complaint/feedback
http://www.delhimetrorail.com/feedback.aspx
Contact 24x7 DMRC Helpline No. 155370

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Commuters Guide to

Delhi Metro Rail Corporation Limited

For implementation and subsequent operation of Delhi MRTS, a company

About Delhi Metro

Commuters Guide to Delhi Metro

For High Resolution Network Map Click Here

Commuters Guide to Delhi Metro

Airport Express Line

Commuters Guide to Delhi Metro

Fare Table Airport Express Line

Commuters Guide to Delhi Metro

Commuters Guide to Delhi Metro

Commuters Guide to Delhi Metro

Commuters Guide to Delhi Metro

2. Airlines o ering city check-in Air India Air India

3. Sectors where Airlines All domestic and International sectors

4. Passenger/Baggage check-in Min. 2hrs and Max. 12hrs prior to

Commuters Guide to Delhi Metro

5. Customer Service no. and Air India - 1800 180 1407

Vistara - +91 928922888

For ight information please click

Guidelines for City Check-in Passengers:

Commuters Guide to Delhi Metro

• Air-travelers can check-in at the CAT counters up to 6 hours in advance of

• After having checked-in at the CAT counter, if the passenger chooses to

Commuters Guide to Delhi Metro

• Boarding pass is not acceptable, in lieu of Airport Metro card/token, for

• Passengers shall follow applicable government regulations and airlines’

• Passengers are requested to leave the check-in area within 10 minutes of

• On one single-journey Airport Metro token/card, a maximum of three

Commuters Guide to Delhi Metro

FEEDER BUS SERVICES

Commuters Guide to Delhi Metro

Timings: - 0600-2300 Hrs.

CLOAK ROOM / PAID PORTER / TROLLEY FACILITIES

Commuters Guide to Delhi Metro

Terms and conditions for passengers depositing the baggage:

Commuters Guide to Delhi Metro

• Charges are subject to revision without notice. Charges will be calculated to

• We reserve the right to refuse acceptance of any baggage at its sole

• The customer is advised not to include fragile or precious items, money,

• Limited Liability Form is mandatorily to be lled up and signed to notify any

Commuters Guide to Delhi Metro

• We shall not be liable for damage to baggage which is in excess of

• Liability in any event, for loss, theft or damage occasioned to baggage, in

• All disputes shall be subject to exclusive jurisdiction of courts at Delhi.

ii) Seamless Interchange facility between Dwarka Sector-21(Airport Line) to

Commuters Guide to Delhi Metro

Commuters Guide to Delhi Metro

Commuters Guide to Delhi Metro

Facilities for Women passengers in Delhi Metro

In addition to this, earmarked seats with adequate signage are reserved in

In pursuit to provide safe and convenient travelling experience to Women

omen only coach in every train.

Commuters Guide to Delhi Metro

Facilities for di erently abled passengers in

Extra Wide AFC Gates for Wheel Chair passage

Tactile path for visually impaired commuters

Ramps at Entry/Exit of stations