We all travel by train, but most of us are unaware of the rights we have as railway passengers. Understanding these rights can make our journey smoother and ensure that we receive the services we are entitled to. Whether it’s compensation for train delays, access to clean drinking water, or the right to safety and security, Indian Railways has several provisions to protect passengers' interests. Let's know about seven key rights every railway passenger should know.
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Right to compensation for train delays: If a train is delayed by more than 3 hours and you decide not to travel, you are entitled to a full refund of your ticket fare. Passengers on premium trains like Rajdhani, Shatabdi, and Tejas can also claim compensation under certain conditions.
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Right to a full refund on cancelled tickets: Passengers can claim a 100% refund on their ticket fare if they cancel their ticket within the prescribed time limits. Even in cases where the train is cancelled or rescheduled by more than 3 hours, a full refund is granted without any cancellation charges.
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Right to a clean and hygienic journey: Under the 'Clean My Coach' initiative, passengers can request cleaning services by sending an SMS with their PNR number to 139 or using the Railways' official mobile app.
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Right to quality food and water: Passengers on trains with catering facilities have the right to hygienic food and clean drinking water. If the food served is of poor quality, they can file a complaint via the 'Rail Madad App', 139 helpline, or X (@IRCTCofficial).
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Right to emergency medical assistance: Indian Railways provides medical aid on board. Passengers can request immediate help by contacting the train staff, station authorities, or dialling 139.
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Right to security and women's safety: Passengers can seek help from the Railway Protection Force (RPF) for security concerns. Women passengers travelling alone or in distress can reach out to the RPF helpline (182) for immediate assistance.
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Right to lodge complaints and claim lost items: Passengers can file complaints about theft, harassment, lost belongings, or poor services via the Rail Madad App, 139 helpline, or by lodging an FIR at the next railway station.
