Guwahati, April 23 (MExN): As part of its commitment towards making services to passengers more efficient and responsive, the Indian Railways recently launched the “Citizen’s Charter for Passenger Services” which defines the rights of rail passengers.
The fourth largest rail network in the world, the Indian Railways has nearly 21000 trains running daily including 13000 passenger trains which ferries over 23 million passengers every day.
Thus for the Indian Railways, providing amenities and services for such a huge passenger base is a huge challenge but nevertheless, an important objectives – both in terms of business ethics as well as social obligation.
As part of the charter, the Railways will endeavour to deliver the following services to passenger:
- safe and dependable train services
- courteous and customer friendly services
- adequate level of passenger amenities in trains and stations
- clean and environment friendly atmosphere in trains and railway stations
- notify standards of various services wherever possible
- responsive and effective grievance redressal machinery at various levels
- requisite amenities to females, senior citizens and disabled passenger
Details about various facilities available to railway passenger can also be viewed in Indian Railways’ official website
http://www.indianrailways.gov.in
In matters of ticketing and its sale, endeavour will be made to provide user friendly options to avail railway tickets for performing rail journey. Computerised reservation facilities to be provided at stations with a workload of 75 reservation related transactions.
Alternative modes of payment like cash, credit/debit card, banking, e-wallets, Unified Payment Interface (UPI)/Bharat Interface for Money (BHIM) etc will be provided to customers apart from providing adequate numbers of ticket windows / counters to ensure reduction in waiting time.
In matter of getting refund of ticket fare by cancellation within the permissible time limit more passenger friendly options to be provided.
Presently, tickets can be cancelled across the ticket counters, IRCTC website and through 139. In case the ticket is cancelled through 139 or IRCTC, refund amount can be collected on surrendering of the original ticket across the reservation counter within the prescribed time limit.
For ticket purchased from PRS counter, refunds would be made across the counter provided ticket is surrendered within the specified time limit. For online cancellation of tickets, refund amount would be credited to the customer’s account within 5 working days and for tickets purchased on credit / debit card using POS machines the refund will be provided within 7 days.
In matters related to catering, Indian Railway shall provide catering services through mobile and static unit. Passengers travelling on train will have options to avail food of their choice through e-catering services by booking through on line on
www.irctc.co.in and over phone by calling 1323. The menu and price list for items approved to be sold can also be seen at IRCTC website (
http://contents.irctc.co.in/en/StandardMenuRates.pdf).
For maintenance of cleanliness, every effort will be made to keep the railway premises clean and hygienic in cooperation with passenger. On board cleaning staff are available on most long distance trains. Passenger can avail the service by sending their PNR number to “58888” through sms.
For security of train passenger, All India Security Helpline no 182 is available round the clock. Another Security Helpline no 1800 111 322 also provide security related assistance to passenger.
