This refers to the editorial, “Going beyond Gatimaan” (April 7). It is indeed good news that India has a train that runs between Delhi and Agra at a maximum speed of 160 kilometres per hour the fastest in our country. I endorse the views expressed in the editorial that focus should be to sustain the quality of service and safety of passengers in case of Gatimaan Express. Passenger experience should be a memorable one so that, through word of mouth, it gets spread to other commuters too.
For better customer satisfaction, Indian Railways must focus on hygiene, quality of food, safety and punctuality of the train. These are the four critical parameters on which a passenger will rate the railways.
Gradually, these parameters must be applied to other trains in the country. Once the passengers feel that the Gatimaan journey is a feel-good experience, other routes should also get similar trains. After all, Indian Railways has to contend with competition from both road and air.