The War Room of the Bhopal Railway Division has received nearly 20,000 passenger complaints since its launch eight months ago, highlighting security concerns, water shortages, and cleanliness issues.
Security-related issues accounted for 40% of complaints, with over 8,000 passengers reporting theft, seat encroachment, fights, and overcrowding. Additionally, several complaints cited poor coach maintenance and water scarcity.
A surge in passenger traffic—driven by the ongoing Mahakumbh Mela and winter fog—has increased footfall by 22–25 per cent across Bhopal Railway Division stations.
The War Room at the Divisional Railway Manager’s Office in Bhopal operates 24/7, equipped with computers, intercoms, telephones, mobile devices, and monitoring screens.
Railway officials say that when a complaint is filed via the Rail Madad portal, staff immediately contact the passenger, assess the issue, and coordinate with relevant station officials for resolution.
They say that the inception of the War Room has resulted in 100 per cent resolution of passenger complaints.
Separately, as part of its efforts to assist differently-abled passengers, the division has issued 911 concession cards in the current financial year.
Eligible passengers are required to provide a medical certificate from a District Medical Officer, a passport-size photograph, an Aadhaar card, a birth certificate, and a doctor-certified disability certificate confirming the need for an escort.
Indian Railways provides fare concessions ranging from 25-75 per cent for passengers with orthopedic difficulties, mental illnesses, visual impairments, and speech or hearing impairments.
Escorts traveling with them are also eligible for the same discount. The scheme applies to both physical and e-ticket bookings.