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Passenger complaints on the Rail Madad grievance platform regarding train coach and bedroll cleanliness increased sharply in the last two months of 2025 compared with September 2025, with bedroll complaints rising from 8,758 to over 13,000 and coach cleanliness grievances climbing from around 24,800 to nearly 36,700. While more passengers submitted feedback in those months, the share of excellent and satisfactory ratings declined slightly, highlighting a dip in satisfaction with grievance resolution. The Railway Ministry has directed zonal units to investigate causes and improve cleanliness and redressal processes.
The Rail Madad portal, which allows passengers to register complaints about train services, has recently recorded a significant increase in issues related to cleanliness. Bedroll complaints rose from 8,758 in September 2025 to about 13,400 in October and slightly over 13,000 in November. Similarly, complaints regarding coach cleanliness increased from roughly 24,800 in September to more than 33,800 in October and nearly 36,700 in November, reflecting a rise of approximately 50 per cent. Advertisement
Although the total number of feedback responses from passengers also went up in October and November, the proportion of those rating services as excellent or satisfactory fell slightly. This indicates that while more passengers are reporting issues, satisfaction with the resolution of these complaints has weakened compared with earlier months. The ministry's internal review of the data highlighted that the positive feedback percentage dropped during the two months under review.
In response to the trend, the Railway Ministry instructed all zonal railways to analyze the factors leading to the rise in complaints and the dip in positive feedback. The ministry sent letters to principal chief mechanical engineers responsible for housekeeping and onboard services, requesting a review of service quality and passenger satisfaction. Zonal units have been asked to strengthen monitoring of housekeeping staff, improve cleanliness procedures, and ensure complaints are addressed efficiently.
The Rail Madad platform, launched as a comprehensive digital grievance system, aims to allow real-time monitoring and resolution of passenger complaints. It covers various issues, including bedroll quality, coach hygiene, and onboard services, supporting efforts to improve passenger experience. The recent data reflects that even with the digital system in place, challenges in maintaining cleanliness and ensuring timely redressal remain. The ministry continues to focus on improving both operational efficiency and passenger satisfaction through proactive oversight.
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