Pune, 3 NOV. In a significant move aimed at improving passenger experience and managing heavy rush, the Pune Railway Station—one of the 17 busiest stations in the country—has established a dedicated 'War Room' for the first time.
The primary objective of this new facility is to ensure effective resolution of passenger complaints and issues, with staff instructed to address and resolve grievances within 20 minutes.
24/7 Digital Operations and Range of Grievances Handled
The War Room is a digital technology-equipped facility staffed by 10 employees who work round the clock. This initiative helps manage crowds at the station, which handles approximately 1.5 lakh passengers daily, by providing advance information about train arrivals and deploying security personnel (RPF) in congested areas, especially during festivals. Upon receiving a complaint via platforms like 'Rail Madad' or the railway's handle on 'X' (Twitter), the War Room immediately contacts the concerned staff on the train or platform to ensure prompt action within the 20-minute deadline. Complaints frequently handled include non-functional fans or ACs on trains, uncleanliness, poor quality bedrolls, lack of water in restrooms, electrical malfunctions (like mobile charging), train delays, misbehavior by co-passengers, and incidents of missing luggage or persons.
Additional Divisional Railway Manager of Central Railway, Pune Division, Padamsingh Jadhav, stated that the War Room is a measure taken as per the guidance of Indian Railways to regulate crowds and ensure a smoother journey for passengers.
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