Helpline no. 182 would also be discontinued from April 1, 2021 and merged into 139.
The Indian Railways has integrated all railway helplines into single number 139 (Rail Madad Helpline) for grievance redressal and enquiry during the journey. As the new helpline number 139 will take over all the existing helpline numbers, it will be easy for the passengers to remember this number and connect with the Railways for any kind of assistance or need during travel.
Various railway grievances helplines were discontinued last year. Now, Helpline no. 182 would also be discontinued from April 1, 2021 and merged into 139.
The Helpline 139 will be available in 12 languages and passengers can opt for IVRS (Interactive Voice Response System), or directly connect to the call-centre executive by pressing * (asterisk). There is no need for a smartphone to call on 139, thus, providing easy access to all mobile users.
It may be noted that on an average basis 139 helpline receives 3,44,513 calls/sms per day.
Menu of 139 Helpline (IVRS) is as follows:
• For security & medical assistance, the passenger has to press 1, which connects immediately to a call center executive
• For enquiry, passenger has to press 2 and in the sub-menu, information regarding PNR status, arrival/departure of the train, accommodation, fare enquiry, ticket booking, system ticket cancellation, wake up alarm facility/destination alert, wheelchair booking, meal booking can be obtained.
• For general complaints, the passenger has to press 4
• For vigilance related complaints, the passenger has to press 5
• For Parcel & goods related queries, the passenger has to press 6
• For IRCTC operated trains queries, the passenger has to press 7
• For status of complaints, the passenger has to press 9
• For talking to call center executive, the passenger has to press *( asterisk)
The Ministry of Railways has also launched a social media campaign #OneRailOneHelpline139 to inform and educate the passengers about the same.
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