Rajdhani passengers surprised by grievance redress

ALLAHABAD/KOLKATA: It isn't every day that the voices of train passengers -- their grievances, demands and requirements -- are heard. Passengers on board Howrah-Delhi Rajdhani Express had a pleasant surprise on Monday evening and the early hours of Tuesday, before the train stops at Allahabad Junction: not only were their complaints being looked into, but there were even assurances of prompt relief.And it was all thanks to the Passenger Services Committee.
Tuesday marked the completion of two months of the survey being carried out by the committee to look into problems faced by passengers, and a sudden inspection was carried out.
In seat number 20 of coach B6 was Sumit Paul, travelling from Howrah to Delhi on business. The train was racing towards Dhanbad when the coach attendant came to take the dinner order. Paul wanted non-vegetarian fare but, like many other passengers, did not know that he actually had a choice between chicken and fish. Paul wouldn't have known it, had not the committee chairman, Derek O'Brien -- travelling on the same train -- informed him.
Paul, as it happens, got his fish for dinner. But most of the attendants had not bothered to inform passengers that they had this choice.
O'Brien moved from coach to coach, meeting passengers and trying to understand their problems. Nalin Chaturvedi said there is no food available for a four-hour stretch in the morning. "The Howrah Rajdhani via Patna reaches Howrah at 12.40 pm. Breakfast is served around 8 am. After that, there is nothing for passengers to eat. Even if we want to buy food from the pantry, we cannot do so, as it is shut. Can't something be done about this?'' asked the Delhi-based executive.
O'Brien promised that the working hours of the canteen would be extended to make sure passengers are not inconvenienced.
Another passenger wanted an avenue to air grievances. For him, too, O'Brien had an answer. "We are trying to go for a single-window system where passengers can express their views,'' he promised.
Sanjay Mukherjee, working with a communications major, picked up the blanket that was given to him. "I would like to know how many times this blanket is washed. This is given to all passengers. Is there a guideline on how frequently the blankets are to be washed?'' he asked.
Passengers in first class didn't complain, but that is because most didn't know that there was a problem. They were supposed to be handed menu cards, but were not. Had they been given the menu cards, they would have noticed that some items on the list such as gulab jamun or upma are not available at all. An official at the pantry car said that the menu was wrongly printed by the agency concerned.
On Tuesday morning, O'Brien was back at Allahabad station to take a look at what was in store at the station and also at trains that pass through in the morning.
The pantry car of Swatantrata Senani Express running between New Delhi and Darbhanga, was a shocker. The compartment had ankle-deep water and filth. A refreshment room run by IRCTC and another food joint run by a private agency had rats scurrying about in the kitchen and garbage strewn on the floor. None of the staff present could produce their identity cards on demand. Again, at the platform, food stall attendants didn't bother to cover their wares.
"We are going to take strict action against those who are not maintaining cleanliness. In passenger services, cleanliness is our priority,'' O'Brien said.
"The contractor of the Guwahati-Ernakulam Express, where 28 children fell ill after consuming food, has been suspended. Another one of Ispat Express was fined Rs 50,000. Stern action will be taken against those found breaking the guidelines,'' he said.