3,500 "Too Hot" Complaints a Day: Seoul Metro Struggles to Handle Urgent Matters Amid Heatwave

An Average of 3,500 "Too Hot" Complaints Filed Daily
"Too Hot" and "Too Cold" Complaints Received Simultaneously
"Cabin Temperature Automatically Controlled, Perceived Temperature May Vary Among Passengers"

Amid the ongoing heatwave, Seoul Metro is struggling with a surge in complaints about hot temperatures on the subway. According to Seoul Metro on August 13, complaints regarding "hot" conditions on trains exceeded 108,000 in July alone, averaging 3,494 cases per day. Since May, when the intense heat began, an average of 3,520 cases have been reported daily.

From January to July this year, complaints about uncomfortable temperatures on trains ("too hot" or "too cold") totaled 505,148, accounting for 79.6% of the 634,749 total complaints received. More than 340,000 of these temperature-related complaints were filed between May and July alone. While most complaints were about excessive heat, there were also some reports of trains being "too cold."

Complaints about temperature control have been increasing every year. In 2022, there were about 560,000 such complaints, which surged to 875,000 in 2023. Last year, the number rose by 5.8% to 925,000 compared to the previous year.

As a result, customer service agents are facing difficulties in responding to urgent matters, such as emergencies involving passengers, due to the overwhelming volume of temperature-related complaints. Seoul Metro recommends that passengers use the "Ttota Subway" app or the official chatbot to submit complaints if they feel too hot or cold while using the subway.

To reduce passenger discomfort and the number of complaints, Seoul Metro expanded the use of information stickers stating that cabin temperatures are automatically maintained. After a pilot program on Line 8, the stickers were rolled out to Line 2, which receives the highest volume of complaints. In addition, the company produced a promotional video explaining compliance with the Ministry of Environment's standard temperature guidelines and differences in perceived temperature based on congestion. Since August 11, the video has been broadcast on station platforms and will soon be shown inside trains as well.

Seoul Subway Information Sticker. Provided by Seoul Metro.

Ma Haekeun, Head of Operations at Seoul Metro, stated, "We ask passengers to refrain from submitting temperature-related complaints so that we can promptly handle urgent matters, such as emergencies and disruptions caused by disorderly conduct. Seoul Metro is doing its best to provide a comfortable subway environment, and we ask for your understanding and cooperation."

This content was produced with the assistance of AI translation services.