Who is ‘Coolie number 1’: WR asks passengers at Mumbai Central, Bandra Terminus stations for ratings

The WR was compiling this feedback from a test group of passengers, which in turn will be used to rate porters.
“The programme evaluates coolies based on specific criteria, such as fares they charge, adherence to fixed rates for luggage transportation, and promptness of luggage delivery at coach or platform,” said Harmeet Singh, deputy station superintendent, commercial, WR.

The porters will subsequently be given insignias that they can wear which will denote their rating giving commuters a choice on which porter’s service they’d like to avail.

Mumbai Central station has 152 coolies, while Bandra Terminus has over 100. The coolies work in two shifts, with 65-70 and 50-50 coolies in each shift at the respective stations. The batches, led by a head coolie (mukadam), manage luggage distribution through a number system to ensure fair opportunities and prevent disputes among coolies, an official said.

Feedback is collected at random from passengers, allowing them to rate coolies as good, excellent, satisfactory, or unsatisfactory. The feedback form includes sections to mention charges demanded by the coolie, the negotiated amount and the actual payment. This system aims to eliminate overcharging. The feedback, including the coolie’s batch number, determines their ranking. Singh stressed that recognising the best-performing coolies will motivate others to improve.

Additionally, the initiative seeks to prevent fraudsters from posing as coolies. Singh highlighted unauthorised individuals wearing red shirts and impersonating coolies.

While coolies at Mumbai Central Station appreciate the initiative for bringing discipline to their business, they expressed concerns about a significant decline in demand. Rajaram Shivram Sangle, a 53-year-old coolie with batch number 223, mentioned a decrease in daily earnings to Rs 400-500 over his 30 years of service, attributing it to improvements in passenger amenities across stations such as lifts and escalator facilities.

The official added that soon coolies will be asked to carry rate cards so that they can simply show passengers charges for carrying luggage. The fare varies from a minimum of Rs 75 to Rs 120 up to 160 kg weight on a trolley. The amount varies as per weight and the number of coolies required to do the service.