Dubai – Every day, more than 1,800 employees work behind the scenes to ensure the Dubai Metro runs with clockwork precision, serving an average of 850,000 passengers — a figure that soars past one million during major events such as New Year’s Eve. At the heart of this vast operation lies the Operations Control Centre (OCC) in Al Rashidiya, which acts as the Metro’s command tower, coordinating train movement, monitoring systems, and responding instantly to any emergency.
The Roads and Transport Authority (RTA) has credited advanced technologies and structured teamwork for the Metro’s reputation as one of the world’s most reliable urban transport systems. “Dubai Metro was among the first systems in the region to adopt artificial intelligence (AI) in operations, allowing trains to automatically adjust speed to stay precisely on schedule,” said Hassan Al Mutawa, Director of Rail Maintenance at the RTA’s Rail Agency. He noted that this level of automation ensures smooth service whether trains are delayed or running ahead of time.
According to the RTA, operational accuracy now stands at 99.7 percent, placing Dubai among the world’s top five cities in metro performance. From the first train at 5 am until the last at night, the OCC monitors every aspect of service — from checking train readiness and station safety to managing passenger flow. Teams are stationed round-the-clock to handle technical issues, coordinate with Dubai Police on safety, and supervise depot operations, all under the guidance of a central Duty Manager.
Managing Peak Hours
With data gathered since its launch in 2009, Dubai Metro has developed precise plans for rush-hour traffic. Peak hours run between 7 am and 9 am in the morning and 4 pm to 8 pm in the evening. During these periods, up to 70 trains run on the Red Line and 30 on the Green Line, with frequencies adjusted to meet demand. Special operations plans are activated during major public gatherings, when additional trains are deployed to ease crowd pressure.
Handling Malfunctions and Emergencies
Compared to global metro systems, Dubai Metro records very few malfunctions — only six to seven incidents a year on average. Most are swiftly resolved through remote commands from the OCC. In rare cases requiring on-site intervention, first-line response teams step in, supported by backup arrangements involving buses and taxis to minimise passenger inconvenience.
Role of Passenger Cooperation
Officials stress that the Metro’s world-class performance also relies on passenger cooperation. Regular awareness campaigns at stations and through media platforms encourage commuters to follow rules, maintain order during rush hours, and practise good etiquette, particularly during crowded events.
