NER to make 139 helpline popular
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Hindustan Times
05-08-2025
- Hindustan Times
Over 16k complaints handled by Pune division's ‘Rail Madad' helpline in four months
The Pune railway division's 'Rail Madad' helpline (139) has become an indispensable grievance redressal tool for passengers, with the helpline receiving a total 16,835 complaints over the past four months even as railway authorities make consistent efforts to address the majority of them efficiently and swiftly. Between April 1 and July 28, 2025, nearly 3,750 complaints were registered specifically regarding safety-related issues. (REPRESENTATIVE PIC) As per the information shared by the railways, a significant portion of these complaints relate to passenger safety, highlighting growing concerns among travellers. Between April 1 and July 28, 2025, nearly 3,750 complaints were registered specifically regarding safety-related issues. Another major area of concern is malfunctioning electrical equipment in coaches. As many as 3,727 passengers lodged complaints about non-functional fans, lights, and other electric fittings, expressing dissatisfaction over the onboard amenities. Cleanliness inside train coaches also emerged as a frequent concern with the helpline logging 1,612 complaints about coach sanitation; 1,547 about unsatisfactory bedrolls; 1,308 regarding unavailability of water; and 1,418 about train delays during the said review period. Hemantkumar Behera, spokesperson for the Pune railway division, said, 'Rail Madad is not just a complaint registration platform but a critical support system for passengers, especially in emergency situations. It plays a vital role in resolving passenger grievances and ensuring timely assistance.' Beyond resolution of grievances, 'Rail Madad' has also demonstrated its importance in handling medical emergencies. Behera cited an incident from the Hubballi–Hazrat Nizamuddin Superfast Express (train number 20657) as an example. During the journey, a pregnant woman suddenly went into labour, and a complaint was promptly registered via the Rail Madad helpline. Thanks to the quick response from the helpline team, the Railway Protection Force (RPF) and medical staff were mobilised immediately, with their timely intervention ensuring that the woman safely delivered her baby onboard the train. Ravi D, who travels frequently between Pune and Nagpur, said, 'I was travelling with my elderly father when the train's fans stopped working during peak summer. I called the Rail Madad helpline, and within minutes, the staff came and fixed it. I did not expect such a quick response and it made our journey much more bearable.'
Time of India
01-08-2025
- Time of India
NER to make 139 helpline popular
To enhance passenger convenience and safety, North Eastern Railway's Lucknow Division has launched a public awareness campaign from Aug 1 to 15. The initiative aims to educate travellers about the Integrated Railway Helpline number 139 and the Rail Madad mobile app, both designed to streamline grievance redressal and support services.
Time of India
05-07-2025
- Time of India
Army doctor helps woman deliver baby at Jhansi railway station; uses pocket knife, hair clips as ‘surgical tools'
LUCKNOW: Pocket knife, hair clips, and dhoti. These were the 'surgical tools' with which an army doctor helped a woman deliver a baby at the Virangana Laxmibai Jhansi railway station on Saturday afternoon. Major Rohit Bachwala, 31, posted at Jhansi Military Hospital, was heading to Hyderabad via Bengaluru on a month-long leave to reunite with his family. While waiting for his train at the railway station, he saw a pregnant woman in severe pain on the footover bridge. Acting quickly, Rohit used his pocket knife and improvised materials like hair clips and dhoti to assist in her delivery. Railway women staff stepped in to secure the area, ensuring privacy and safety during the process. The staff also provided him with gloves. "The mother and the newborn were stable post delivery. An ambulance was arranged to transport them to a nearby hospital for further care,' Major Rohit told TOI over phone. 'A woman TTE was taking the pregnant woman for medical assistance on a wheelchair. As she was brought out of lift on a footover bridge, the pregnant lady screamed in pain. I rushed towards her and with whatever resources I had helped her deliver the baby,' he added. The woman was travelling from Panvel to Barabanki with her husband and child in Panvel-Gorakhpur Express 15066. Her husband had made SOS to the railway for medical assistance and the family was deboarded at the Jhansi station. Major Rohit who hails from Hyderabad, is second from his family serving in the defence forces. His father Junior Warrant Office B R Vinod is a sky diving instructor, retired from the IAF. In a statement, the Jhansi division of North Central Railway said, 'Railways was informed about the pregnant woman passenger, who had sought medical assistance through the Rail Madad app. Promtly, the Jhansi control room was activated and a team was quickly prepared for medical assistance. As soon as the train reached Veerangana Laxmibai Jhansi station, the female passenger was attended to by a railway medical team and railway ticket checking staff. ' Following the successful delivery, the women TTE staff express their gratitude to Major Rohit, saying he came as an angel in the hour of need.' TOI attempted to contact the mother of the newborn but she didn't respond to calls. Speaking to TOI, Mohammad Zubair Quershi husband of Ashwarfalak Quershi who gave birth to a baby girl said, "I'm immensely grateful to the army doctor and the women railway staff who helped us in the delivery. In fact, in the evening Lili Kushwaha, the chief ticketing examiner who had helped us in the afternoon, visited us in the evening at the hospital and brought us food as well as clothes for the newly born."
