The Indian Railways has now created a post called 'Train Captain' in all long-distance trains.
The twitter handle of Indian Railway handles has become a tool for redressal of complaints. However, in a bid to raise the bar, and add a personal touch, the Indian Railways has now created a post called 'Train Captain' in all long-distance trains. He will be the point person, who will be responsible for taking care of all issues faced by passengers. All the rail staff travelling in that train shall report to him or her. This has been started in Rajdhani, Shatabdi and Duranto trains.
The railway officials explained that everyday they receive over 3,000 complaints on Twitter, apart from the manual complaints registered inside the trains in the suggestion/ complaint book. Currently, people complain to the ticket checker, in case of a problem.
The 'Train Captain' will have a separate uniform, with a badge representing his post. All the rail staff and personnel onboard a particular train shall report to him for effective control, improved deliverable and supervision. Action will be initiated against any staff who does not comply with the Train Captain's directions.
"The name and contact number of the Train Captain will be made available to the passengers through reservation charts before the departure of a train. During the journey, on board announcements must be ensured to provide name and contact number of the Train Captain to the passengers," reads the circular issued by the Railway Board.
"There is no single point of contact who knows about what is happening inside a particular train. For each issue, there is a separate staff who goes and addresses the issue and sometimes we do not get a consolidated report," said a senior railway official.
There are facilities like 'clean my coach', e-catering and other provisions for passengers. There are complaints about poor quality food served, non-working AC, pests inside coaches, etc., as well. However, in the case of any issue, an individual staff — be it from the railways or on contract, comes forth and addresses the problem.
ON FAST TRACK (AS OF 2016-17)
Total routes: 67,368 kms
Locomotives: 11,461
Total coaches: 70,937
Total Passengers: 8,116 million
Daily passenger trains: 13,329
Passenger earning: Rs 46,280 crore
Passengers carried per day: 22.24 million
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