ENR launches digital call center to streamline train services nationwide

The rollout of this service reflects ENR’s ongoing commitment—along with its affiliated companies—to enhancing the quality of services provided to passengers and diversifying information sources and ticket sales channels. It also aligns with the state’s strategy for governance and digital transformation of public services offered by the ENR.

The new customer service center provides the following services:

- Train schedule inquiries across all lines.

- Information on ticket sales channels nationwide.

- Inquiry about tickets purchased through all available platforms (website, mobile application, ticket agents, etc.).

- Filing complaints, which are forwarded to the relevant ENR departments to address issues and prevent their recurrence.

Seat reservations on premium and air-conditioned trains across all lines through a streamlined process:

- The customer calls the service center and requests a booking.

- A customer service representative provides full booking details.

- Upon confirmation, the reservation request is sent to the automated ticketing system.

- The customer receives an SMS with a payment reference number, allowing payment through electronic payment providers (such as Fawry) or the Fawry mobile application. Additional payment options are being added.

- After payment, the system sends an SMS containing a link to download the ticket to the customer’s mobile phone.

- On the day of travel, the passenger simply proceeds to the station, passes through the electronic gates using the mobile ticket, boards the train, and presents the ticket to the inspector when requested.

- The customer service center operates 24 hours a day, seven days a week and can be reached by dialing 1661 from a mobile phone or 09000661 from a landline, at a rate of 1.5 EGP per minute.