‘Rail Madad War Room’ for passenger convenience

‘Rail Madad War Room’ for passenger convenience

June 20, 2024

Mysuru Railway Division cracks the whip on unauthorised travelling in reserved coaches

Mysore/Mysuru: The Mysuru Division of South Western Railway has introduced several significant initiatives to enhance passenger travel experiences. Key measures include establishing a ‘Rail Madad War Room’ and regular operational drives to address various passenger concerns. These initiatives are focused on real-time grievance redressal and preventing the overcrowding of reserved coaches by passengers with invalid tickets.

‘Rail Madad War Room’

The ‘Rail Madad War Room’, accessible to passengers via the toll-free number 139 and the Rail Madad apps on Android and iOS platforms, has been developed by the Centre for Rail Information Systems. This centralised database allows for real-time monitoring and resolution of passenger complaints.

From April to June 2024, the division received 5,132 complaints about lost luggage, malfunctioning electrical equipment, unauthorised passengers in reserved coaches, cleanliness in coaches and toilets, passenger amenities, luggage booking and catering services. The Mysuru Division has ensured these complaints are promptly addressed, with action taken reports sent to passengers without delay.

Thanks to these timely interventions, there has been a marked reduction in complaints handled by the ‘Rail Madad War Room’, dropping from an average of 90 complaints on June 9, 2024, to an average of 38 complaints by June 18, 2024.

Measures against unauthorised passengers

Certain trains identified as prone to overcrowding now have dedicated Railway Protection Force (RPF) escorts assisting Ticket Examiners (TTEs) to ensure only passengers with valid tickets occupy reserved coaches within the Mysuru Division. Penalties were imposed on approximately 624 passengers with invalid tickets, resulting in a collection of Rs. 3,48,770 as penalties in a short period.

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To further deter unauthorised passengers, joint teams of RPF and ticket-checking staff conduct random inspections at stations and on trains. During the peak summer travel season, the Mysuru Division added about 61 extra coaches of different classes to various trains with over 100 percent occupancy from April 1 until the end of the summer season.

Additionally, 14 special trains were operated to destinations such as Ajmer, Muzaffarpur, Rani Kamalpati, Manamadurai, Hyderabad, Secunderabad, Bijapur, Khurda Road, Varanasi, Bhubaneshwar, Vijayanagar, and Hubballi.

Emphasis on safety & cleanliness

Safety in trains and stations remains a top priority. Supervisors and staff from various departments have conducted regular public awareness campaigns to educate passengers about proper air conditioning temperature settings, the dangers of overloading electrical circuits and the importance of adhering to reservation rules. These efforts have led to a marked decrease in related complaints.

A special cleanliness initiative has been launched across the Division, with particular emphasis on stations like Arsikere, which had previously received frequent complaints. Joint teams of TTEs and RPF staff have been deployed to tackle these issues, resulting in noticeable improvements in cleanliness standards.

Commitment to excellence

Divisional Railway Manager (DRM) Shilpi Agarwal emphasised that the Mysuru Division of South Western Railway remains committed to delivering safe, efficient and comfortable travel experiences to passengers. The challenge of unauthorised passengers remains dynamic, requiring continuous monitoring.

The Division is dedicated to addressing these issues through ongoing public awareness campaigns and strengthened collaboration between RPF, commercial staff and passengers.

These measures are designed to ensure compliance with railway regulations and enhance the overall travel experience for legitimate passengers, continually seeking to improve service quality and passenger satisfaction, she added.


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