• Source:JND
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Railways WhatsApp Chatbot: In a major update for the people who travel by train, the Indian Railways has launched a RailMadad WhatsApp chatbot for instant grievance redressal for passengers while travelling. The chatbot introduces the facility for passengers, where they can directly register complaints through WhatsApp.

The move will largely benefit passengers in case they face any trouble and do not get a proper medium to lodge a complaint. In a widely known precedent nowadays, people often resort to social media platforms like X to lodge grievances while travelling on a train.

One of the most prominent reasons for using social media as a medium is that most of the passengers do not know about the grievance redressal mechanism to pursue while travelling, including the helpline number 139, among others.

At present, WhatsApp is the most widely used instant messaging and chatting app, which is installed in almost every smartphone in India.

This will help in making the RailMadad chatbot a successful grievance redressal mode. Apart from the reserved coach passengers, those travelling in general coach can also file their complaint using the chatbot.

How to lodge a complaint?

The passengers travelling by the train across India must save a number, 7982139139, on their WhatsApp. Any passenger can register their complaint by typing Hi, Hello or Namaste on it.

As soon as you type Hi, Hello, or Namaste, a message of Namaskar, Welcome to Rail Madad will appear. Reserved ticket holders will be able to register complaints by entering their PNR number.

Complaints of people with unreserved tickets will also be registered. They will have to enter the UTS number given in the general ticket for the complaint.

As soon as the number is entered, the user will be asked whether he want to complain about the service available at the station or if he faced any problem during the train journey.

After this, you will be able to lodge your complaint. A passenger waiting for the train at the station will be able to complain about any kind of inconvenience there.

Features of WhatsApp Chatbot

-Track complaint status.

-Track the status of a previously lodged complaint.

-Passengers can share their positive experiences related to railways.

-Suggestions to improve the services can also be given.

-In case of health care and safety, the chatbot can be contacted for emergency help.