Rail Madad Helped A Passenger Recover His Belongings In Minutes.
Pune, India: Recently, a user named Habeebul Rahan VM shared an amazing experience on Facebook about Rail Madad, an Indian Railways’ grievance redressal system. He forgot his belongings on a train but recovered them within 15 minutes with their help and penned a note extending gratitude to Rail Madad’s prompt response.
His letter begins like this: “Do you know about ‘Rail Madad’? This note is in appreciation of the Rail Madad helpline number 139, which came to our rescue yesterday morning during our trip to Jaisalmer.”
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After disembarking from a train and arriving at the hotel, his children realised they had left their shoes and mobile phone on the train. The family searched online for a solution with little hope of recovery and discovered the Rail Madad helpline number: 139.
They registered their complaint and received a reference number and tracking link within seconds. What followed was a series of swift responses.
The Pune Railway Office responded within minutes, followed by calls from the Jodhpur regional office and Jaisalmer Railway Station. These phone calls were received between 5:30 am and 5:45 am. Then he extended his gratitude for the efficiency of the Indian Railway.
Dr Habeebul Rahiman VM is an Associate Professor in the Department of Social Work of Jamia Millia Islamia, New Delhi.
What Is Rail Madad?
Rail Madad is a helpful service provided by Indian Railways to resolve customer complaints quickly. It offers unprecedented reach, speed, and efficiency, catering to all railway customers—passengers, parcel, or freight customers—with grievances regarding service delivery.
To access Rail Madad, customers can choose from multiple options: logging into the web portal, calling the Integrated Railway Helpline number 139 (available 24/7), downloading the Mobile App (for Android and iOS), sending an email, or reaching out through social media or SMS.
Additionally, users can register complaints manually; the helpline number 139 supports conversations in ten major Indian languages, besides Hindi and English.
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Rail Madad provides real-time assistance and grievance redressal for over 8,000 stations and 12,000 trains. Its integration with the National Train Enquiry System (NTES) enables direct alerts to concerned field units that ensure prompt relief.
These efforts are made to address complaints in real time, both on trains and at stations. Anyone with access to a telephone or internet can access Rail Madad services round-the-clock.
