Railway officials now solving passengers’ grievances 24x7 hrs

Sushant Ranjan
Monday, 11 March 2019

The passengers call even at midnight. When we ask them where they got the number from, they reply that they got it from the Railway’s website. We can’t avoid or ignore them as they have genuine issues which have to be solved. — Railway official

PUNE: Gone are the days when railway landline numbers went unanswered at night even if a passenger was calling for an emergency. Since last one year, the Railways has made it a point to change its passenger service system, and now answers call 24x7, which is quite rare for a government organisation.

The Railways has started to solve passengers  grievances 24x7, which was earlier done only during the daytime. From the past one year, the railway officials have been deputed to solve problems even at night. Passengers generally use social media platform, mostly Twitter to reach out to the Railway Ministry.

“The Indian Railways is committed to providing better facilities to passengers. From past one year, we have been receiving calls during the night by passengers to solve their problems. We attend the calls and solve grievances within hours. Sometimes it takes time, but not more than 24 hours,” said a senior official of the Pune railway division. As per the official, the initiative was started by Railway Minister Piyush Goyal.“Indian Railways is providing passengers better facilities to make their journey more comfortable and memorable. Your valuable feedback will help us build Railways, the preferred mode of transportation for one and all,” Goyal said in an event held in Mumbai.

Quoting an incident, an official of Pune division said that a passenger booked his parcel for Delhi. He was travelling by Jhelum Express. “When he booked his parcel, he was informed that he will get it the next day.” the official said.

“But he didn’t get it on time. He called me at midnight and gave all the details about his parcel. I responded in a few minutes after getting information from the parcel department. The next day, he received all his goods at New Delhi junction,” he said.

The official said that they have been instructed by the Divisional Railway Manager to respond to calls and even the tweets. 

Most of the issues are related to parcels, cleanliness in trains and pantry car. 

Even when the passengers raise issues on Twitter, an immediate response is given and most of the problems are solved in time.

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