Train Passengers May Soon Get On-Board ‘Service Captains’ to Resolve Complaints!

The Indian Railways runs more than 12,000 trains to carry over 23 million passengers daily, connecting more than 7,000 stations. This is one service department constantly bringing in innovations and new services to enhance the travel of passengers.

If you are travelling by rail this summer, then you may have access to a single-contact complaint redressal cell onboard the trains itself, called the ‘Service Captain.’

The suggestion of adding a ‘service captain’, identifiable by uniform, in trains to address problems of passengers was made by a committee of senior officers formed by railway minister Piyush Goyal – after meeting with all zonal heads in December last year.

While the railways operate many onboard services on trains, passengers are currently expected to contact different personnel for each of these services. A single in-charge for all passenger-related issues on a running train would solve this, the report said.

It also said that such service captains should be appointed for a minimum of two years from among serving employees of the level of a junior engineer or master craftsman by a committee of senior officials of the division, as reported by Hindustan Times.

The publication also mentioned that the duties of the service captain would include supervising of cleaning, coordinating with different departments regarding complaints of linen, repairs and operational issues, supervise coach maintenance issues such as missing passenger amenity items, issues of berths, windows, doors and pest and rodent control issues.

The committee has also suggested that since the deployment of service captains would require significant input of men, the scheme should be introduced in a phased manner in 10 select trains in at least four zonal railways as a pilot project first.

We had previously covered a story about the Twitter Control Room which consists of a team of three people who sit in room number 454 on the fourth floor of the Ministry of Railways building and help solve all the grievances that people post on Twitter.

The team of three receives and responds to almost 5000 tweets a day.

You can read all about that here.

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