The indian Railway Catering and Tourism Corporation (IRCTC) has taken significant steps to improve the travel experience for passengers on Vande Bharat trains. With a focus on timely redressal of grievances, the initiative aims to make journeys more comfortable, reliable, and passenger-friendly.
1. Introduction: Commitment to Passenger Satisfaction
IRCTC, the operational arm of indian Railways responsible for catering, ticketing, and hospitality services, has been proactive in addressing passenger complaints. The introduction of Vande Bharat Express, India’s semi-high-speed train, has added new expectations for service quality, making grievance redressal even more critical.
2. Common Passenger Grievances
Passengers on Vande Bharat trains often raised issues related to:
Booking and Ticketing: Last-minute cancellations, seat preferences, and refunds
Cleanliness and Hygiene: Maintaining standards in coaches and toilets
Onboard Services: Catering quality, food delivery delays, and water availability
Train Punctuality: Delays and rescheduling of trips
Assistance for Senior Citizens & Differently-abled Passengers
IRCTC’s efforts focus on resolving these concerns efficiently.
3. Measures Taken by IRCTC
3.1 wallet PLATFORM' target='_blank' title='digital-Latest Updates, Photos, Videos are a click away, CLICK NOW'>digital Grievance Redressal
Implementation of an online complaint system through the irctc portal and mobile app
Real-time tracking of complaints for faster resolution
Integration with passenger feedback surveys to identify recurring issues
3.2 Improved Onboard Services
Enhanced cleanliness protocols and more frequent sanitation checks
Timely delivery of catering services and quality control for meals
Introduction of help desks and onboard staff trained to assist passengers
3.3 Ticketing and Booking Improvements
Streamlined e-ticket refund and cancellation processes
Simplified seat selection and boarding pass generation
SMS and app notifications to inform passengers about schedule changes
4. Impact on Passengers
The measures have resulted in:
Reduced response time for complaints
Higher passenger satisfaction scores
Increased trust in irctc services
Positive feedback from both frequent travelers and first-time Vande Bharat passengers
5. Special Initiatives for Vande Bharat Trains
Dedicated passenger helpline numbers for Vande Bharat journeys
Enhanced focus on speed and comfort while maintaining safety standards
Continuous monitoring of onboard facilities to maintain the premium service quality
6. Future Plans
IRCTC is planning to further enhance passenger experience by:
Deploying AI-based grievance resolution systems for faster response
Expanding digital services like live coach monitoring and automated feedback
Partnering with private vendors for better catering and hospitality
7. Conclusion
IRCTC’s proactive approach to addressing passenger grievances on Vande Bharat trains reflects its commitment to modernizing rail travel in India. By improving ticketing, onboard services, and grievance redressal, irctc is ensuring that passengers enjoy a seamless, comfortable, and satisfying journey.
Disclaimer:
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