New Delhi: In recent years, Indian Railways has been taking several measures to provide good amenities and comfort to train passengers. In an attempt to overcome
the inconvenience caused to passengers over multiple helpline numbers for grievances and enquiry, Indian Railways has RailMadad – ‘a grievance redressal mechanism that provides travellers an integrated platform for grievances, assistance and inquiry’.
RailMadad: Railway Helpline number
In RailMadad, train travellers are able to use multiple channels to put forward their grievances and getting information of train timing, etc. Helpline number-139, RailMadad Web, App and SMS are integrated into the system. Passengers are also able to share feedback on the resolution of their grievances through RailMadad.
IRCTC’s Culinary Evolution
The Ministry of Railways has informed that Indian Railways serves nearly 58 crore meals annually across its trains. Keeping travellers’ comfort on priority, IRCTCmakes sures that regional cuisine is provided on trains. Passengers travelling in Gujarat bound trains are given Thepla, trains in Bengal have Machher Jhol in menu. Medu Vada is provided to passengers in Karnataka-bound train, Indori Poha in Madhya Pradesh, and Pyaz Kachori in Rajasthan.
As per the Railways, the complaints regarding food provided by IRCTC catering services on trains averages only about 0.0008%, which includes complaints related to overcharging. Over the past three years, the Railways has imposed penalty amounting to Rs 2.6 crore following inquiries into complaints over food.
Indian Railways has taken following steps to curb overcharging in trains:
Railways sends messages to passengers with a link of menu and price to make them aware of rates. The Point of Sale (POS) machines have been installed for enabling people make bill and cashless payments. People are made aware through campaigns regarding billing and curb overcharging.
It is mandatory to have rates stickers on Packaged Drinking Water (PDW) and Tea/Coffee urns.
E-pantry service has been introduced in Mail/Express trains so that passengers could book meals online.
Catering staff’s Identity Cards are equipped with QR code.
Train travellers are given pamphlets mentioning rates of catering items and Packaged Drinking Water bottles.
Railway officials carry out special inspection drives to check overcharging and billing issues.
If any case of overcharging is found, the Railways takes strict action and imposes fine on the concerned caterer/person.
