The Indian Railway Board has decided to take strict action against trains that receive more than 15 complaints on the Rail Madad application. This move specifically targets issues like poor cooling, faulty electrical equipment, and unhygienic toilets during the summer season. In Saharsa, ten trains with the worst performance records are already under special review by the authorities to improve passenger experience.
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What triggers a probe by the Railway Board?
According to the latest orders, if any train registers more than 15 complaints on the Rail Madad app, it is automatically flagged for a high-level investigation at the board level. Earlier, complaints were handled primarily at the zonal level, but now the board will study the patterns of these grievances to find permanent solutions. This system ensures that recurring problems in specific trains are addressed by senior officials directly to find the root cause of the issues.
Key focus areas for improvement and monitoring
The Railway Board has identified several key areas where passengers face the most difficulties during their journey. The monitoring process focuses on the following parameters:
- Working condition of air conditioning and cooling systems during summer
- Maintenance of electrical equipment like fans and mobile charging points
- Cleanliness of toilets and availability of water in coaches
- Quality of food and catering services provided on board
In Saharsa, the board started reviewing the ten worst-performing trains as of April 14, 2026. This initiative aims to strengthen the complaint redressal system and ensure a better travel experience for passengers using the Rail Madad or UMANG applications. Railway zones are now required to analyze the patterns of complaints rather than just providing a one-time response.