Passengers may soon get onboard Service Captains to resolve complaints

Indian Railways runs more than 12,000 trains to carry over 23 million passengers daily, connecting more than 7,000 stations. It constantly endeavours to bring in innovations and new services to enhance the travel experience.

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If you are travelling by train this summer, then you may have access to a single-contact complaint redressal cell onboard, known as the ‘Service Captain’.

The suggestion of adding uniformed ‘service captain’ in trains to address problems of passengers was made by a committee of senior officers formed by Railway Minister Piyush Goyal in December 2017.

A report states that the ‘Service Captain’ will be appointed for a minimum of two years from among the serving employees by a committee of senior officials of the division.

The duties of the ‘Service Captain’ will include coordination with different departments regarding complaints of linen, repairs and operational issues, supervision of cleaning, coach maintenance issues such as missing passenger amenity items, issues of berths, windows, doors and pest and rodent control.