Latest news with #RailMadad
Indian Express
3 days ago
- Indian Express
Railways to launch AI-enabled chatbot for grievance redressal
In a step to make grievance redressal platforms like RailMadad more accessible and easier to use, the Ministry of Railways is working on an AI-enabled WhatsApp chatbot which will allow the passengers to register their complaints without hassles. Officials said that the chatbot will provide real-time assistance through WhatsApp, which will be much easier than calling on 139 or filing a complaint through an app or online portal. Currently, the Beta testing of this system has been rolled out in Northern Railway (NR) and East Central Railway (ECR) zones. A senior ministry official said: 'Once introduced, the passengers would be able to access the RailMadad AI-Enabled Whatsapp Chat Bot by simply sending any input to 7982139139. This will end the need for additional apps like RailOne, our complaint number 139 or website navigation, which sometimes take a lot of time and responses are delayed. Now passengers will have to just send their complaint, including in voice-note format, and the issue will be resolved promptly. This system will be synced with RailMadad infrastructure. We want to ease the 139 number for complaints.'
Time of India
3 days ago
- Time of India
Temporary curbs on sale of platform tickets at Nagpur and Ajni stations
Nagpur: To ensure safe and smooth passenger movement during the anticipated heavy rush on the occasion of Urs at Tajbagh, Central Railway's Nagpur Division has implemented a temporary restriction on the sale of platform tickets at Nagpur and Ajni Railway Stations for a period of four days, from Tuesday, July 22, to Friday, July 25, 2025. The measure aims to regulate crowd movement on the platforms and minimise inconvenience to passengers. However, platform tickets will be issued to those accompanying senior citizens, ailing passengers, women passengers, children, illiterate individuals, and others who may require assistance and are unable to manage independently. Station supervisors have been authorised to exercise discretion and take decisions in such situations. Announcements will be made and informative displays will be put up on passenger information boards at all booking windows. Station staff and supervisors have been sensitised to implement the measure. # Awareness campaign on RailMadad Central Railway will conduct an awareness drive from August 1 to 14 to promote RailMadad — Indian Railways' integrated grievance redressal mechanism — and the All India Helpline no. by Taboola by Taboola Sponsored Links Sponsored Links Promoted Links Promoted Links You May Like Villas For Sale in Dubai Might Surprise You Villas in Dubai | Search Ads Get Info Undo 139. RailMadad is a centralised digital platform that facilitates real-time registration and redressal of passenger grievances related to train services, cleanliness, catering, coach conditions, and other amenities. Passengers can lodge complaints through various channels: call or SMS to 139, the RailMadad mobile app, official website, email, and social media platforms. Announcements and direct passenger outreach will be undertaken across key stations and onboard trains to educate passengers on the benefits of using the platform.
Time of India
6 days ago
- Time of India
Passenger gets beaten on train after he complaints about overcharged food; video goes viral
Train journeys have always been centered around nostalgia, family bonds, and cherishable moments where life slows down, and millions depend on Indian Railways every day for work, travel, and family visits. But with such a huge number of travellers, passengers' experience and safety become important concerns. While authorities have introduced digital grievance platforms and helplines to make rail travel more responsive and comfortable, some recent incidents paint a worrisome picture. Complaints about poor food quality or rude behaviour by train staff aren't new. But this has turned more worrisome as some of these situations are turning violent, especially when passengers try to speak up or report issues. A recent video has gone viral on social media, where the situation went out of control when a passenger raised a valid complaint. Despite previous assurances and actions by Indian Railways and IRCTC, the recurrence of such incidents has brought serious concerns. Viral video shows passenger being assaulted A disturbing video has surfaced showing pantry staff assaulting a passenger aboard train number 11463, the Veraval-Jabalpur Somnath Express, allegedly in retaliation for a complaint about overcharging for food and water. The video, which was posted on X by user @write2divya, shows two to three pantry staff members confronting and physically attacking a passenger in a sleeper coach. The user captioned the clip, "The video is of train number 11463. A complaint about overcharging for food and water was made through Twitter, but @RailwaySeva got their goons to beat up the passengers. @AshwiniVaishnaw ji has completely ruined the railway. @RailMinIndia, tell us what action has been taken against the goons shown in the video?" The incident reportedly occurred on July 15, 2025, as the train was running through the Baroda division. In response to the viral post, @RailwaySeva replied on X, stating, "The concerned authorities are being informed. @Drmjabalpur @Wrdrmrjt We are always available to assist you. We will need your PNR number and mobile number. Please share your PNR number and mobile number with us via DM alternatively. You can also express your concern directly at or dial 139 for prompt resolution." The Divisional Railway Manager (DRM) of Jabalpur also issued an apology, writing, "Sir, we regret the inconvenience caused to you. The said complaint pertains to yesterday, dated 15.07.25, when the train was running in the Baroda division. Nevertheless, considering it, correspondence is being made with IRCTC to cancel the contract of the side pantry of this train." Unfortunately, this is not the only event with such chaos. In May, vlogger Vishal Sharma reported a similar assault by pantry staff on the Hemkunt Express after he lodged a complaint via the RailMadad app. According to IRCTC, the vendor's services were terminated for five years following that incident, with the ban subject to an additional two-year extension.
Time of India
7 days ago
- Health
- Time of India
Food safety inspections conducted at 15 railway stations across Kerala
T'puram: In a crackdown to ensure food safety and hygiene on trains, Railway Police conducted surprise inspections across 15 major railway stations in the state on Thursday. This was part of an operation titled 'Operation Pothichoru' where particular focus was given on food parcel centres, refreshment stalls and base kitchens, including those supplying meals to premium trains like Vande Bharat. The operation was launched in response to a spate of complaints lodged by passengers through the 'Rail Madad' and 'Rail Alert' apps regarding the poor quality of food served on board, especially on high-end services. Complaints ranged from unacceptable foreign materials found in food to reports of passengers falling ill after consuming meals. The stations covered in the operation included Thiruvananthapuram Central, Parassala, Kollam, Punalur, Alappuzha, Kottayam, Ernakulam North, Ernakulam South, Thrissur, Shoranur, Palakkad, Kozhikode, Thalassery, Kannur and Kasaragod. SP (Railways) Arul R B Krishna said the inspections were part of a joint initiative with railway authorities aimed at restoring public trust in food purchased from trains. "This is about ensuring passenger well-being and health. The operation was intended to instil public confidence in train catering services, and we plan to carry out more such surprise inspections going forward," he said. Krishna also appealed to the public to continue reporting such concerns. Sponsored Links Sponsored Links Promoted Links Promoted Links You May Like 100% Online, Flexible Learning BITS Pilani Digital Apply Now Undo by Taboola by Taboola Special focus was placed on IRCTC-operated kitchens and catering units functioning near key railway establishments in the state. In many locations, the inspections were carried out jointly with health department officials of the respective local bodies. In places where health officials were unavailable, Railway Police carried out the checks independently for visible violations, hygiene lapses, or illegalities that could endanger public health. Inspecting officers checked for cleanliness in cooking areas, hygienic food handling practices, and the safe packaging of food items. Where necessary, directions were issued on improving sanitary conditions and adhering to food safety protocols.
Mint
17-07-2025
- Mint
Train passenger shares video alleging assault by pantry staff after food complaint. Railways respond
A disturbing video from a recent train journey has reignited concerns over passenger safety and accountability on board Indian Railways. The clip, which is now circulating widely on social media, allegedly shows pantry staff assaulting a passenger in the sleeper coach of the Veraval-Jabalpur Somnath Express (train number 11463) after he raised a complaint about being overcharged for food and water. According to the user who shared the video on X (formerly Twitter), the confrontation occurred shortly after the passenger reported the pricing issue via social media. 'The video is of train number 11463. A complaint about overcharging for food and water was made through Twitter, but @RailwaySeva got their goons to beat up the passengers,' the user Divya Gaurav Tripathi alleged in the post. '@AshwiniVaishnaw ji has completely ruined the railway. @RailMinIndia, tell us what action has been taken against the goons shown in the video?' Responding to the viral video, @RailwaySeva acknowledged the complaint and said the matter had been forwarded to the relevant authorities, including DRM Jabalpur and WR DRM Rajkot. 'We are always available to assist you. Please share your PNR number and mobile number via DM, or register your concern on Rail Madad or by dialling 139,' the reply read. Further, DRM Jabalpur addressed the issue in a follow-up statement, confirming that the incident took place on July 15 while the train was passing through the Baroda division. 'We regret the inconvenience caused. The matter is being taken seriously, and correspondence is underway with IRCTC to cancel the contract of the side pantry on this train,' the statement read. Over the past few months, there have been multiple reports of passengers being verbally abused or physically assaulted after lodging complaints against pantry staff, particularly over pricing or food quality. While the Indian Railway Catering and Tourism Corporation (IRCTC) has previously promised stricter oversight, such episodes continue to raise serious concerns about how grievances are handled on board.
