Bengaluru: Just two months ago, Sir M Visvesvaraya Terminal (SMVT) at Byappanahalli completed its fourth year. India’s first fully air-conditioned railway terminal with airport-like infrastructure now paints a different picture of neglect and poor enforcement.Despite assurances from South Western Railway (SWR), passenger amenities at the high-budget terminal have seen little improvement. A reality check conducted by TOI Thursday night revealed severe operational gaps at the station, which handles thousands of long-distance commuters daily.During peak hours, when multiple long-distance trains were scheduled to depart, ticket counters were found shut. Passengers—a significant portion of whom were migrant workers—were forced to rely on just three automatic ticket vending machines (ATVMs), which proved woefully inadequate for the surge. No ATVM facilitators were present to assist them.Amid the confusion, a Railway Protection Force (RPF) officer was heard announcing via a body-worn microphone: “Whoever wants to go to Guwahati, the train is overcrowded, no more unreserved tickets will be sold.” As anxious passengers crowded around asking where they could buy tickets, the officer later announced that tickets were only available for a Mysuru-bound train.Commuters looking for guidance found no information center or help desk outside the terminal building. Entry into the glass-walled terminal is strictly regulated via platform or journey tickets, which can only be bought outside. While an official help desk exists in the central concourse inside, no staff was present to address queries during the night.
Crowds swell, amenities shrink at Bengaluru’s SMVT
SWR denied a technical glitch at the ticket counters. “Yesterday night, based on the number of general tickets already issued for train No. 12509, Guwahati Express, further sale of general tickets for this train through the counters was temporarily stopped to avoid overcrowding in the coaches. Passengers were also informed about the next available train to their respective destinations.”, an official said.Passengers sleep on floorBy 10:30pm, the station concourse and external corridors transformed into a makeshift dormitory. Over 100 passengers—including women, children, and youth—were seen sleeping on the granite floor inside and outside the terminal building.While SMVT features a dedicated air-conditioned sleeping zone, several slots remained empty Thursday night. Operators stated that the minimum package starts at Rs 500, a fee far out of reach for daily-wage migrant workers who form a major chunk of the station’s footfall.Furthermore, despite SWR’s earlier claims that the central air-conditioning system is fully functional and continuously monitored, passengers inside the enclosed terminal were seen sweating, with the open platforms offering cooler air than the concourse.Spiking footfall, slow upkeepIn May, when TOI reported on the poor upkeep of the station, SWR responded that continuous efforts were being made to enhance passenger amenities. Despite assurances, the situation remains similar to what it was three months later.SWR clarified that a new booking office with ticket counters, along with separate waiting halls for men and women, retiring rooms, and dormitories, has been sanctioned at a cost of Rs 17.1 crore, and the works are in progress.The station remains crucial for passengers as it generates significantly high footfall. Daily average footfall here rose from 11,691 in 2022-23 to 36,022 in 2025–26.
