Indian Railways is transforming when it comes to providing best-in-class service to passengers, as highlighted in a recent social media post While there is still room for improvement. A father travelling with his six-month-old baby shared how Indian Railways saved the day when he ran out of diapers. Indian Railways has come a long way in the last few years, with nearly 100 per cent electrification of the broad gauge network and the launch of Vande Bharat trains across the country.
“This is what transformation looks like. “You will be provided with baby diapers upon arrival at Gaya Junction. We apologise for the inconvenience caused. We are temporarily closing your complaint and are working on it offline. Voluntary assistance will be provided to you through the relevant mechanisms,” read the closing remarks on the RailMadad app. The passenger stated that the diapers were handed to him at the next station and he paid for the service. At the next stoppage, the diapers were arranged. “I already had diapers with me, but they ran out unexpectedly during the journey. I raised a RailMadad complaint and paid for the diapers myself. I didn’t ask for anything free or misuse any resource. I simply used a service when I genuinely needed help.”
Ran out of small-size diapers for my 6-month-old baby. Raised a RailMadad complaint at 10:07 AM,” the passenger wrote. “Within 10 minutes, RailMadad and the Pantry Car Manager called.
After the complaint, the father said he received a response from RailMadad and the Pantry Car manager regarding the diapers. From digital grievance redressal to faster, accountable passenger services, this is a very different railway experience,” he said.
