The twitter handle of Indian Railway handles has become a tool for redressal of complaints. However, in a bid to raise the bar, and add a personal touch, the Indian Railways has now created a post called ‘Train Captain’ in all long-distance trains. He will be the point person, who will be responsible for taking care of all issues faced by passengers. All the rail staff travelling in that train shall report to him or her. This has been started in Rajdhani, Shatabdi and Duranto trains.
The railway officials explained that everyday they receive over 3,000 complaints on Twitter, apart from the manual complaints registered inside the trains in the suggestion/ complaint book. Currently, people complain to the ticket checker, in case of a problem. Read More