Pune: The Indian Railway Emergency Cell for COVID-19 has been responding to about 13,000 queries, requests and suggestions every day. The railways took measures to ensure that interest of the passengers/customers is taken care of and the national supply chain does not get hampered.

Communication and feedback platforms
“During the lockdown, the cell has been responding to about 13,000 queries, requests and suggestions every day, from five communication and feedback platforms including helpline 139 and 138, social media (especially Twitter), email and CPGRAMS. More than 90 per cent of the queries were responded on a one-to-one basis, mostly in the regional language with the caller. Emergency Cell for COVID-19 working with the ground level staff to redress grievances of both railway customers and the general public 24x7 was appreciated. For its swift response, Railways garnered praise from across the country,” said a senior railway officer.

Appreciation on social media
According to the officials, Rail Madad helpline no 139 answered over 2,30,000 queries on a one-on-one basis in the first four weeks of the lockdown, in addition to queries answered by its IVRS facility. While the queries over 138 and 139 are mostly for the commencement of trains services and the relaxed refund rules (which itself was done based on feedback from the public), the social media was flooded with an appreciation of Railway’s efforts and suggestions in these trying times.

“During the same period, over 1,10,000 calls were received on helpline 138, which is geo-fenced, that is, calls land on the nearest Railway Divisional Control Office as per the location of the caller. This ensures that callers receive information and guidance in the language that they are comfortable speaking. This new feature also makes the flow of information to Railway customers and others faster as the pertinent information is readily available with the concerned Division,” said the officer.