RAILWAY PASSENGERS: Rights, rules & complaints

If the passengers miss their train at the boarding station, the TTE is not allowed to allocate the passenger's seat to others for at least one hour or until the train passes the next two stops (whichever is earlier).

Indian Railways started its services 169 years ago and is considered to be the country's most economical mode of transportation. With approximately 1,15,000 km track length, it is Asia's largest rail network. Around 23 million passengers travel on Indian Railways daily.

Rights of passengers

A full refund can be claimed by the passenger if the passenger does not want to travel due to late running of a train (more than three hours).

Passengers travelling by air conditioned class can claim a refund if the air conditioner fails en route. The refund will be for the difference of fare for the distance the air conditioning was not functioning.

If the passengers miss their train at the boarding station, they still have the chance to get the reserved seats. The TTE is not allowed to allocate a passenger's seat to others for at least one hour or until the train passes the next two stops (whichever is earlier).

If the train journey is short-terminated due to natural calamities/technical problems and the railways do not have a backup arrangement, the full fare has to be refunded. If the passenger is not willing to take the alternate train, then the fare for the travelled section will be cut and the remaining balance will be refunded.

IRCTC-authorised vendors cannot sell packaged food items, beverages, or water bottles above the

MRP. Also besides other meals at authorised rates, the low cost Janta Meal – pooris, aloo dry curry and pickles is also available for Rs.20.

TTEs cannot disturb passengers after 10 pm (unless a passenger boards the train after 10.00 pm).The verification of tickets must be completed before 10 pm.

Insurance cover of up to Rs 10 lakh is available for passengers at a premium of 49 paise. Passengers have an option of opting for 'Travel Insurance' while booking train tickets through IRCTC website.

A passenger can transfer his confirmed ticket to another member of his family, meaning, father, mother, brother, sister, son, daughter, husband and wife.

If the passengers are members of a marriage party, the reservation made in the name of any member of the marriage party can be transferred to any other person on the request of the head of the marriage party.

Tickets can also be transferred to students of recognised educational institutions when the principal/head makes a request. Such requests will be granted only once, and the request for change in excess of 10 per cent of the total strength of the group shall not be granted.

Rules & responsibilities of passengers

Passengers are not allowed to talk in loud voices on their phones or listen to music at high volume.

Except for the nightlight, all the lights in the train should be turned off after 10 pm.

Passengers who are travelling in groups will not be allowed to interact till late night.

Action will be taken for non compliance of above rules as per law.

Inquiry, assistance & grievance redressal

Toll-free number 139 (available in 12 different Indian languages)

Website: https://railmadad.indianrailways.gov.in

App: RailMadad