One Rail, One Helpline: Indian Railways Launches 139 For All Queries And Complaints

by Arun Kumar Das - Mar 9, 2021 11:35 AM +05:30 IST
One Rail, One Helpline: Indian Railways Launches 139 For All Queries And ComplaintsIndian Railways (BIJU BORO/AFP/Getty Images)
Snapshot
  • The new helpline number 139 will provide quick response to enquiries, and address grievances of passengers.

Indian Railways has integrated multiple helpline numbers into a single number — 139 (Rail Madad Helpline) for quick redressal of grievances and response to enquiry during the journey.

The new helpline number 139 will be easy for the passengers to remember and connect with the railways for all their needs during the travel.

Various railway grievances helplines were discontinued last year. Now, helpline number 182 would also be discontinued from April 2021 and merged with 139.

Helpline 139 will be available in 12 languages. Passengers can opt for IVRS (interactive voice response system) or directly connect to call-centre executives by pressing * (asterisk). There is no need for a smart phone to call 139, providing easy access to all mobile phone users.

It may be noted that on an average, helpline 139 receives 344,513 calls/sms per day.

For security and medical assistance, passengers have to press 1, which connects immediately to a call centre executive.

For enquiry, passengers have to press 2.

In the sub menu, information regarding PNR status, arrival/departure of the train, accommodation, fare details, ticket booking, system ticket cancellation, wake up alarm facility/destination alert, wheelchair booking, meal booking can be obtained.

For general complaints, passengers have to press 4; for vigilance related complaints, 5; for parcel and goods related queries, 6; for IRCTC-operated trains queries, 7; to know status of complaints, 9; and for talking to a call centre executive, passengers have to press *( asterisk).

The railways has also launched a social media campaign #OneRailOneHelpline139 to inform and educate the passengers on the new helpline.

Arun Kumar Das is a senior journalist covering railways. He can be contacted at akdas2005@gmail.com.


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