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The Customer Relationship Cell is committed to handling all

feedback – complaints, suggestions, and inquiries – with fairness,

objectivity, and impartiality. Furthermore, KMRL ensures that all

queries raised by passengers are addressed within a designated

timeframe. This dedication to open communication and prompt

issue resolution fosters trust and strengthens customer loyalty.

Between April 1, 2023 and 31st March 2024, Kochi Metro received

a wide range of enquiries from passengers, with enquiries

constituting the most frequent category at 92.15 % (35351). This

was followed by lost and found queries (4.91% or 1884),

complaints (2.54% or 973), suggestions (0.32% or 124), and

appreciations (0.08% or 29).

The high volume of enquiries reflects Kochi Metro's commitment

to providing comprehensive information and support to its riders.

The feedback received through complaints, suggestions, and

appreciations enables Kochi Metro to identify areas for

improvement and continuously enhance the customer experience.