The WhatsApp helpline allows passengers traveling in AC/First Class coaches to report complaints regarding unauthorized travel directly to the railway authorities. The helpline number, 7208819987, was shared by Senior Divisional Managers of Mumbai Division of Central Railway on Monday evening.
According to officials, this step has been taken to ensure compliance with service ticket norms. The WhatsApp helpline is part of efforts to streamline travel and reduce disputes on trains. Passengers can report issues such as ticketless travel, seat disputes, or any other concerns.
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The decision follows numerous incidents of fights between passengers over seats and ticketless travel. Many videos of such altercations have gone viral on social media. The railway administration has received several complaints, prompting the introduction of the WhatsApp helpline.
Railway passengers have welcomed the initiative, but some have requested extension of the service to express trains, where unauthorized journeys are common. One Twitter user responded, “I will report ticketless travel in Dombivli AC local, let’s see if staff takes action.”
The WhatsApp helpline aims to reduce unauthorized travel in AC/First Class coaches, ensure compliance with service ticket norms, streamline travel, reduce disputes, and enhance passenger experience. Central Railway has appealed to passengers to travel with valid tickets.
With lakhs of people traveling by Indian Railways daily, this initiative is expected to bring relief to genuine passengers and deter ticketless travel. The success of this initiative will depend on effective implementation and prompt action by railway authorities.
The introduction of the WhatsApp helpline marks a significant step towards addressing passenger concerns and improving travel experiences. As the railway network continues to evolve, technology-driven solutions like this helpline will play a crucial role in enhancing passenger satisfaction.