Commuters find cashless travel using Singara Chennai card helpful, but challenges remain

The system is meant to be a game-changer in pushing the city towards the future of transportation. However, quite unexpectedly, a large section of commuters continues to rely on cash transactions, indicating that there are barriers to be overcome in the road towards seamless travel. 
| Photo Credit: File photo

Chennai

For anyone travelling on a Metropolitan Transport Corporation (MTC) bus in the city, the biggest benefit of using a travel card is that they do not have to scrounge around for change to pay the fare any more. With the introduction of the Singara Chennai travel card, cashless travel on the city’s Metro trains and MTC buses has begun to gain momentum.

The card, introduced as part of the National Common Mobility Card (NCMC) project, has been designed to enable seamless commute across different modes of public transport, allowing online payments. The system is meant to be a game-changer in pushing the city towards the future of transportation. However, quite unexpectedly, a large section of commuters continues to rely on cash transactions, indicating that there are barriers to be overcome in the road towards seamless travel.

For R. Arun Krishnan, a daily commuter who uses the card, the facility is definitely a game-changer. “Earlier, I had to carry plenty of change since ticket fares were often in odd amounts. Now, I simply tap the card and receive the ticket instantly. It is quick and convenient,” he said.

UPI payments

This contactless system has helped streamline the travel experience for many. But to those using Unified Payments Interface (UPI) to make payments, the journey has not always been as smooth.

While NCMC users benefit from the tap-and-go ticketing system, UPI payments are a more time-consuming process. Conductors must generate a QR code on their hand-held device, which passengers then scan using apps such as Google Pay. During peak hours, this leads to delays and frustration among commuters and conductors alike.

Welcoming the digital shift, a conductor on the Tambaram–Velachery route said, “It avoids unnecessary arguments over small change. But during rush hours, it becomes challenging to process UPI payments quickly. It takes longer, and we have limited time before the next stop…”

Despite these limitations, UPI remains popular, especially among group travellers and families. A senior MTC official said that around 40,000 commuters use digital payment methods every day, generating an average revenue of ₹7 lakh. “The number and value of UPI transactions are higher as groups [those travelling in groups] tend to use this mode collectively,” the official said.

Conductors have been trained in operating point-of-sale machines, and instructed to remain patient while commuters select their preferred mode of payment.

For passengers commuting on Chennai Metro Rail Limited (CMRL) trains and MTC buses, the NCMC has proven to be an added advantage. A single card now enables access to both the systems, eliminating the need for separate tickets. According to the CMRL, the launch of the NCMC on MTC buses triggered a notable increase in users. From 22.3 lakh users in December 2024, the figure rose to 25.3 lakh in January 2025 — registering a 14% increase.

However, the system is not without glitches. Differences in configuration between cards issued for Metro and MTC usage have led to recharging issues. “If a commuter buys the card through the MTC, but attempts to recharge it at a Metro station, the process takes longer. We have taken this up with the bank,” a CMRL official said.

V. Govindarajan, who frequently commutes on Metro rail, pointed to operational inefficiencies at stations. “Recharging the card takes time because many stations, including the airport, have only one machine available for the NCMC. Also, ticketing gates are slow in processing the NCMC cards, leading to crowding,” he added.

Even as the uptake for the card has improved in Chennai, it is important to address the concerns immediately. Increasing infrastructure support for charging and providing a unified recharge platform will be pivotal in making the commuter experience more seamless, experts pointed out.