Seoul Metro Introduces Response Methods for Emergency Situations in Subway

In case of crime or injury, report immediately after assessing the situation for prompt staff dispatch
Reports can also be made via Customer Center or Ttota Subway App... Ttota App features automatic location detection
Emergency call devices available on trains and in stations; police direct hotline installation underway at stations

"Request help quickly anywhere while using the subway"

Seoul Metro (President Baek Ho) introduces response methods to ensure passenger safety and prevent greater damage in case of emergencies such as crimes or injuries occurring within the subway.

Recently, as social vigilance against violent crimes has increased, there have been consecutive cases where passengers express anxiety while using the subway. In particular, during incidents where crimes were mistakenly perceived while boarding the train, some passengers panicked and screamed, causing other passengers to evacuate hastily, resulting in secondary injuries to some passengers during the evacuation process.

Emergency Exit Device Installed Inside the Train Car

At around 8:20 a.m. on the 6th, on a train heading toward Euljiro4-ga Station on Line 2, a passenger wearing a hoodie was mistaken for a dangerous criminal by another passenger who screamed, prompting other passengers to evacuate outside the train. During this process, some passengers fell and were injured, and some lost their belongings. The train had to stop for 6 minutes until the situation was resolved.

To prevent unnecessary secondary damage, the corporation emphasized that if the situation is judged to be urgent, it is most important to first notify staff of the situation using the emergency communication device installed inside the train or station, or by phone or smartphone, and then follow their instructions to request help.

Onboard the train, crew members are present, and station staff are stationed inside the stations. Additionally, subway security officers patrol both trains and stations to ensure passenger safety.

Emergency Communication Device Installed Inside the Station

Emergency communication devices inside trains are typically installed next to the doors at both ends of each car, one on each side. Anyone can use these devices to immediately communicate with the crew onboard and request assistance.

Inside stations, emergency communication devices are installed on platforms. These devices allow direct communication with station staff working in the Customer Safety Office. If the station staff are unavailable due to patrols or other duties, the call is automatically connected to the control center overseeing subway train operations. On average, six devices are installed per station.

Additionally, each stall in station restrooms is equipped with an emergency call phone, and emergency communication devices are also installed inside elevators. When called, passengers can immediately communicate with station staff to report the situation and request help.

Regardless of whether inside or outside the station or train, passengers can report emergencies directly through the corporation’s Customer Center (available via phone and text) and the smartphone application "Ttota Subway" using the "Emergency Complaint" feature. Especially when reporting inside the subway, "Ttota Subway" can automatically detect the reporter’s location using beacons, making reporting more convenient and faster.

How to report emergencies using the Ttota Subway app: You can also contact customer centers of other metropolitan transit operators by phone or text.

Ttota Subway App

Staff who receive reports respond promptly according to the situation. When an emergency occurs inside a train, subway security officers and staff at the train’s arrival station respond wearing safety equipment, securing citizen safety until related agencies such as police and fire departments arrive. The same applies when emergencies occur inside stations; staff respond quickly wearing safety equipment.

The corporation stated that it will widely promote reporting methods using destination information displays installed in stations and trains, posters inside stations, and route maps inside trains to help customers report emergencies more quickly and receive assistance from staff and related agencies.

Efforts will also be made to expand reporting-related facilities. An additional 522 emergency communication devices will be installed inside stations, increasing the average to 9.2 devices per station. The "112 Emergency Direct Line (Hotline)" allowing direct police calls from stations will be installed at 580 locations across 270 stations. By 2025, an "Intelligent CCTV Monitoring System" will be completed, enabling the system to automatically detect unusual situations and notify staff.

Furthermore, the corporation urged subway users, "In emergencies, evacuating recklessly without order can cause secondary damage as seen in past cases. Please act calmly following the instructions of responding staff."