Dubai Metro, room for improvement

The Dubai Metro is an amazing project designed to provide an efficient mode of alternate transport to ease traffic congestion in the city.

The kind of response the Metro has received from the public since its 'soft launch' is also beyond expectations. The Metro, once fully operational, is definitely going to change the lifestyle in Dubai, which has now joined the league of the world's 'mega metropolises'.

The Metro project was launched in a record time of just four years. But it seems that the Dubai Roads and Transport Authority (RTA) has rushed things somewhat to meet the much publicised target launch date of 09/09/09. The result is that only 30 per cent of the stations - 10 out of 29 - are currently open, reducing the options of commuters. The Metro is currently good for 'joy riders', but not very practical for commuters who might want to use it to go to work.

As expected, residents thronged the trains during the first two days of operation and the Metro was practically paralysed for hours. This left many people infuriated as they had to wait for hours due to intermittent service. Though the RTA blamed the delays on mischievousness, the real reason passengers resorted to pushing emergency buttons was that the platform doors did not open on several occasions.

The Metro operator has faced problems in attempting to synchronise the train doors with the platform doors - something that was evident even during the test run before the official launch.

The excuse that problems arose only because thousands of people crowded the stations during the first few days of the Metro's launch is not acceptable. The RTA and Serco, the Metro's operator, should have been fully prepared. High demand is part and parcel of mass rapid transit systems around the world and should not have caused operational difficulties.

The glitches certainly disappointed many first-time passengers. They came to give the Metro a chance and left with a new appreciation for their vehicles after suffering delays and inconvenience. The choice of stations opened during the first phase of operations is also questionable. Out of the 10 stations opened, only three are located on Shaikh Zayed Road - the busiest road in the emirate. For almost half of the city, including all the new areas, there is only one convenient station in operation - the one at Mall of the Emirates.

A few more stations should have been opened on Shaikh Zayed Road, especially those that are almost ready. Better yet, it would have been more advisable to wait a few more months before launching the Dh28 billion project to ensure trouble-free operations.

Apart from the first couple of days of mad rush on the trains, the RTA is expecting the Metro to carry joy riders during the Eid holidays and for a couple of weeks after that. Then what? It remains to be seen how practical this skeleton service will prove for commuters who hope to use it for their daily trips to work.

The complicated fare system based on zones and Nol Cards has been another stumbling block. It certainly wasn't helpful to implement the unified automated fare collection system on the day of the Metro's launch.

It would have been better if Nol Cards had been introduced on public buses a few months prior to the Metro launch to get passengers used to the new system.

Currently, bus passengers are suffering the most due to out-of-service ticket vending machines at bus stops, which make it impossible for them to top up their cards.

There is a need to launch a comprehensive campaign to educate commuters who travel by bus, rather than just trying to persuade motorists to leave their cars at home.

Even the introduction of the Nol Cards was incomplete. Only silver and gold Nol Cards have been introduced, as well Nol Red Tickets for single journeys. The RTA has failed to introduce monthly travel passes, which are a must for frequent travellers. Similarly, passes for students, senior citizens and people with special needs are also not yet available. All these should have been ready before the Metro launch.

Although there are stations at Terminal 1 and Terminal 3 of Dubai International Airport, the Metro may not be of much use to airline passengers because they are not allowed to carry heavy baggage on the trains. This strict policy makes the two Metro stations at the airport almost redundant.

Another issue is the linking of the Metro with the public buses. The RTA has started 21 feeder bus routes and deployed 200 buses, but passengers are still confused about how to make use of the service. The majority of Metro users are still travelling by car to the stations.

The various modes of public transport should be efficiently integrated so that people choose to leave their cars at home. Spreading awareness is key to achieving the target of 30 per cent of road trips in the emirate being taken on public transport.

Despite all the temporary glitches that the RTA is looking into, it is commendable that Dubai has achieved the dream of having the most modern Metro system in place. In time, this will change the commuting habits of the emirate's residents. The Dubai Government is known for its ability to smooth out any wrinkles in the early stages of its projects and has always excelled.

Since the Metro is crucial for the growth of Dubai and its socioeconomic, measures need to be taken to win the confidence of its existing passengers as well as attract new ones. The availability of a reliable, efficient and punctual transport system would serve to reduce traffic congestion in the city.

The RTA faces a big challenge in operating and maintaining the Metro system efficiently, thereby making it a success. Only then will it achieve its aim of providing 'a smooth transport system for everybody'.

In introducing one of the most advanced mass rapid transit systems in the world, the Dubai Roads and Transport Authority has taken a massive step towards revolutionising public transport in the emirate. That everything has not gone exactly as planned is only to be expected with such an ambitious undertaking. Given time, the RTA will no doubt deliver a Metro that the country can be proud of.

I have travelled with most of the metro's around the world. It is unusual to find VIP, Ladies compartment in a mass rapid transit. Was it really necessary? Train doors are kept open for a very long time. Entry and exit gates at the stations are very less making more congested at that point. Once I read one of the RTA officers quoting that Singapore is a benchmark. But I have never seen directions boards showing towards the station for the vehicles, Over there it is shown only for the pedestrians. We need to change our culture as such to adapt to this new system. We need to start our day with bus/metro and not with car/metro.
Kiran Arjun
Dubai,UAE
Posted: September 19, 2009, 17:13

NOL card has made my daily commute from Deira to Media City a hard task. Earlier it was Dh4 2-way trip. Now it's Dh12, it's expensive. One thing I still don't get, those who can't or don't use Metro, why should they be paying extra money for commuting by bus. RTA please consider this.
Sajith
Dubai,UAE
Posted: September 19, 2009, 17:13

I agree with Joe F. Before running to use the Metro, maybe we should study the whole process and try to educate ourselves of how the process works. Before being so critical maybe we should give the RTA a break. It's just been a short while and people are using it just for a try. We also shouldn't immediately compare the Dubai metro to metros in Europe, after all it has just started and it will need time to develop. We don't know how things went in the beginning in Europe, I'm sure nothing was magical either. It's good enough that they managed to launch it in the middle of the crisis in a country where people are not willing to give up their precious cars. Let's not jump to conclusions so quickly.
Khamael Al Safi
Dubai,UAE
Posted: September 19, 2009, 17:00

I believe its better that the metro has opened with a few stations. Since the rush is so high right now that we can have at least 2 months till people finish their joy rides and then the serious traveller can take over. What I would really like to see is that the other stations are started sooner than February 2010 that is being mentioned. I travelled by the Metro in the first week and must say was an amazing experience. Kudos to RTA for a job fantastically done. I know there were glitches but instead of worrying about those we should just apreciate the effort put by the RTA for an amazing achievement.
Adnan
Dubai,UAE
Posted: September 19, 2009, 16:01

I am impressed by the launching of the Metro in Dubai, and I am looking forward to start using it once the station near my work place is operational. I completely agree with the comments about the RTA bus routes. I always use them to go to work and to return home. With the introduction of the new buses RTA has done a superb job and I must say 'well done'. However as somebody has commented already, some routes are confusing, while other double buses are plying routes that have very few passengers hence going almost empty most of the time. Some routes like the airport road are always a nightmare during rush hours, with stranded passengers at every bus stop. Such routes therefore need more buses. Others like Shaikh Zayed road on the side of Emirates Holidays (2nd interchange) have no buses that ply that route directly from the Trade Centre or other parts of Dubai. If one needs to go to Emirates holidays, options are either to catch a taxi from the trade centre, or ride the buses going to Al Qouz and wait till they go all the way to Al Qouz and then leave you at Emirates Holidays on their way back. Its impossible to do that while rushing to work in the morning. Maybe somebody could look into this to make bus transport convinient for everyone, but also to ensure that the buses are utilised properly.
Nancie
Dubai,UAE
Posted: September 19, 2009, 14:48

Very good report. Shame that the whole thing wasn't opened on time, but maybe for the better given the teething problems. What would be nice is if the RTA had a programme for opening the remaining stations. Maybe done in 2 more phases
Stuart
Dubai,UAE
Posted: September 19, 2009, 14:38

I rode on the Metro last weekend with my family. I truly do think more information needs to be imparted to the commuters if it is indeed to achieve the real purpose. A more ideal mode of imparting such information would be through posters placed around the city especially at bus stops since everyone may not have access to internet. So also the charging system on the cards too need to be a lot simpler. I guess we will find these small hiccups will be all cleared in course of the coming months. If and when the Metro does indeed start working in full flow, it will be a great relief to people like me who suffer a lot due to lack of an affordable and reliable transport network here in Dubai
Laxmi Nair
Dubai,UAE
Posted: September 19, 2009, 14:17

Mr.Ashfaq, instead of appreciating RTA for this great acheivement in record time, it is unfortunate that you are elaborating about teething problem. It is obvious that there will be some teething problem for this type of Mega Project. We have Heathrow Airport Terminal. Compared to that, these initial glitches are really ignorable. Again hats off to RTA and Dubai Govt. for ther great vision and acheivement.
Shanavas T
Dubai,UAE
Posted: September 19, 2009, 13:56

I travelled in Metro from Bur Dubai to Mall of the Emirates and back. I swiped my card in Bur Dubai but didnt swipe it in mall of emirates station ( i was not aware)and came back to bur dubai. When i rchd bur dubai back, i was surprised that i couldnt get out. They said i have done some fraud and reduced some amount from the Nol card.
Vikas
Bur Dubai,UAE
Posted: September 19, 2009, 12:21

I so agree that the no heavy baggage restriction is a big mistake, in Europe all metro/train stations attached to terminals are utilised by airline passengers and it would be ludicrous if the same restriction was imposed there. The Metro was an ideal solution for travellers from areas of Dubai to the airport but it must allow at least 1 case per passenger, looking at pictures there seems to be enough room for this! Another limitation is no bicycles, this has stopped me using the metro for work. i live in Discovery gardens and teach in Al Barsha, I would use my bike to the metro and ride to my place of work, reducing pollution and allowing me excercise, again not allowed as there are no carriages for this. I would hope these limitations would be looked at and reconsidered. From potential Metro user.
Julie Addison
Dubai,UAE
Posted: September 19, 2009, 11:21

I am confused when Mr. Ashfaq mentions "it would have been more advisable to wait a few more months before launching the Dh28 billion project to ensure trouble-free operations." but he also mentions earlier "The Metro, ONCE FULLY OPERATIONAL, is definitely going to change the lifestyle in Dubai" I believe such a project which involves masses would anyways have faced glitches even if it was opened few months later. You can do any level of awareness campaign but still there would be huge population that would learn only after using the services. In fact as per the advice of author I think anyways Metro would operate as mass transit system few months later when all stations are open. By that time majority commuters would have also learnt the in and out of the system through there initial joyrides. Opening few stations can be seen as opening of metro just for joyrides and increase awareness about system.
Shezad
Dubai,UAE
Posted: September 19, 2009, 10:40

I believe anyone who has picked up the newspaper in the last 15 days knows how the new Nol cards operate. People should be less critical and should learn not to be spoon fed every iota of information. Connect to the internet, go to the RTA website and get educated. As for technical glitches, I can accept that as part of a teething process that may last a few months. Compared to the alternatives before this is a far better choice of locomotion.
Joe F.
Dubai,UAE
Posted: September 19, 2009, 10:34

After launching Metro, RTA introduced NOL cards. Which are both for bus and metro service. Thus this NOL replaced the provious E-BUS cards which were used for buses. NOL is much more expensive than E-BUS card, almost 100% or more per trip. And along with that there is problem with availability of cards too. For the first day I checked NOL with more 7 buses but all of them were out of stock. After that I had to travel to metro station and payed Dh10 to taxi. Then I bought one NOL card for Dh20. And after first trip I had only Dh9 left in my card. Before the launch of Metro I could have this journey for only Dh2, which ended up costing me Dh21, apart from the time that I had to struggle.
Mohammad Roman
Dubai,UAE
Posted: September 19, 2009, 10:21

The zoning system is really confusing and "expensive" for the commuters. I take the bus everyday from Qusais Station to Al Qusais (near Al Bustan Hotel) and my fare more than doubled when NOL cards were introduced! I used to pay Dh 2 per trip and now I have to pay Dh4 per trip! How much more would I pay if I decide to go to Deira? Don't tell me Qusais Station and Al Qusais are in different zones? Surely, the authorities are aware that those living near Qusais Station (Sonapur) are mostly workers.
Mujib R.
Dubai,UAE
Posted: September 19, 2009, 09:59

There was a lot of excitement when Dubai Metro was being launched and all the residents were very happy due to new transport service which will save time and it really worked. But the Nol cards, which has been recently launched, are a problem for some of the daily commuters for recharging the card. We don?t know what is happening if we are recharging are Nol cards machines not working? Sometimes bus meters are also not working so we can?t do anything and we loose our money. Recently I was travelling in the bus from Deira to Bur Dubai, so I checked in my card but when my destination (burdubai) came, the machine was not functioning so I cant check out the card in which I lost Dh6 and it happened twice in a week?s time so totally I lost Dh12, which is a loss for a daily commuter. RTA has to take some necessary steps to resolve these problems.
Roger A. Fernandes
Dubai,UAE
Posted: September 19, 2009, 09:59

I took the Metro from Rashidiya to the MOE to get to my office. I was very happy in the Ladies Compartment. My office is in AL Quoz 3, but as the station is not yet open I got off at the MOE. Then comes the suprise, there are no feeder buses towards Sh.Zayed Road, only into Barsha. It cost me Dh26 by taxi to get to my office. The Metro is on and running, till the other stations are open, the RTA should consider providing additional feeder routes.
Bindu Sathianesan
Dubai,UAE
Posted: September 19, 2009, 09:34

I strongly agree with what the writer has said:"Spreading awareness is key to achieving the target of 30 per cent of road trips in the emirate being taken on public transport." Had the public been properly informed of the use of feeder buses and the unified fare collection, then I believe people would have appreciated the Metro much more than they do now. I feel bad when I see people disappointed whenever they want to ride the bus and there are no cards available, which made them blame RTA for bringing out the NOL cards. Before, they could travel further with their Dh2. Now, they pay double for their destinations due to the zoning. The Dubai Metro project is unquestionably a massive and excellent service for the people. But it won't achieve total satisfaction as planned and expected if the public lacks awareness. I myself also take taxis to go to the nearest Metro Station as I do not know which feeder bus would pass my way. Posters can be placed inside bus stop sheds and in strategic places so people would be informed. Its not enough to release info through internet and newspapers as some do not have access to it. Flyers at the metro stations would also be a big help. Just like using a particular machine for the first time, the user would want to go through and read the "manuals" first.
semantixus
Dubai,UAE
Posted: September 19, 2009, 08:41

There is a point when mass transit fails to solve all the issues of commutation. Boston has four major automobile arteries filled with cars each morning and afternoon. The Subway only extends to meet a small percentage of the inbound traffic well within the inner belt. A few commuter trains exist. The rest come in by cars. In the meantime no one can get rid of the dependency on autos. Therefore, the more Metro the better.
Ogden Ross
Arlington,United States
Posted: September 19, 2009, 08:30

Your comments ragarding the Nol cards being confusing is very true. Without informing the general public so many changes have been put in place. I was in Dubai last week and the mandatory purchase of nol red card for one time travel was an irritant a person just staying for one day in dxb a one time tkt would have been fine but Dh2 for a red nol card and Dh2 for a one journey ticket was not needed.
Vijay
Mumbai,India
Posted: September 19, 2009, 08:16

Finally, a modern metro in Dubai. You are correct, they should have not rushed its opening. Several glitches here and there. Delayed trains, some escalators not working, etc. But there is still much room for improvement for the Metro to really serve the needs of the riding public. I hope they could open more stations soon, and to make the waiting time for trains to, let's say 3-5 minutes, on the dot. It is good the have put up a screen telling the waiting passengers how many minutes more before the next train arrives on the platform, but , its a little funny when instead of the minutes decreasing, sometimes it increases again. Overall, its a nice train to ride. I do hope the RTA will make the necessary solutions to some of the glitches happening so far. Go Metro!!!!
Joseph Cruz
Dubai,UAE
Posted: September 19, 2009, 08:15

Its one of the best facilities in Dubai, I really appreciated the most wonderful work best facilities for our "wonderful Dubai
Claver Gracias
Edmonton Alberta,Canada
Posted: September 19, 2009, 07:54

i coudnt agree more with what Ashfaq Ahmed has written..honestly its sooo true. this is exactly wats goin on in everyone's mind right now.
Apuroop
Dubai,UAE
Posted: September 19, 2009, 01:27