Western railway GM interacted with passengers in running train for their feedback and suggestions

Alok Kansal - General Manager of Western Railway while travelling in Okha – Mumbai Superfast Special train, interacted with the passengers in the running train and took their valuable feedback regarding passenger convenience related services & also noted major suggestions to improve the services.

According to a press release issued by Sumit Thakur - Chief Public Relations Officer of Western Railway, on 21st August 2021, GM undertook surprise inspection of Train No. 02946 Okha – Mumbai Superfast Special train and during the journey, also interacted with passengers from all classes. He discussed with the passengers about the problems faced by them during the train journey and also took feedback about the cleanliness in the coaches, toilets, regarding the behaviour of the railway employees.

Several passengers mentioned that there has been a tremendous change in the experience of travelling in trains over the years. Passenger amenities have improved significantly, especially cleanliness inside trains, toilets, AC cooling. While interacting with the passengers, some suggestions related to improvement in provision of wheelchair were given, taking cognizance of the suggestion, Kansal immediately resolved the same and detailed instructions were given.

He also informed, in case of any grievances during train journey, passengers may call the Helpline no. 139 for immediate redressal. He further added that he would like every passenger to have a good experience during their travel. He informed passengers about the Rail Madad stickers in every coach on which complains/grievances can be registered which will be attended instantly within 15 minutes.

This is the motive of Western Railway. GM Kansal also explained to the passengers that they should always purchase catering items from authorized vendors, both at stations as well as in trains and must also insist for bill before payments as per railway rules. He cited that Railways have implemented the initiative of "No Bill, No Payment" to curb the menace of overcharging by the vendors.

Thakur further informed that GM Kansal also inspected the cleanliness of the coaches and toilets, checked the cooling system in the AC coaches and also instructed the staff to ensure proper pest control to rid the coaches of rodents & insects. He also laid special emphasis on the security of the passengers and informed that in case of any kind of security related issues, passengers should call the Helpline no. 139 for immediate help and RPF personnel will arrive at the next station for assistance.

At Ahmedabad station, General Manager inspected the Current Ticket counters and took stock of the position. He ensured that there is no inconvenience to the passengers in getting tickets directly from the counters and that there is no delay, thereby saving their valuable time. Thereafter, based on his inspection, Kansal gave instructions to the officers of Ahmedabad division for improvement of services.

GM Kansal emphasized upon the concept of "ANTYODAYA" & said that it should be our aim to serve the people from different walks of life and work towards providing the best facilities.

During the course of inspection, GM was accompanied by Additional Divisional Railway Manager of Ahmedabad Division alongwith other senior divisional officers.