Railways introduces new single three-digit helpline number
Dial 139 for all inquiries and lodging grievances during travel
The Ministry of Railways has introduced in the New Year a single three-digit helpline number for making all inquiries and lodging grievances during travel, said a press release from the Press Information Bureau (PIB) on Thursday.
The new helpline number 139 will take over all the existing helpline numbers (except 182), making it easy for the passengers to remember this number and connect with the Railways. the release said.
The new helpline number 139 will replace the following helpline numbers
138- General complaints
1072 – Accidents and safety
9717630982 – For SMS complaints
58888 / 138 – Clean my coach
152210 – Vigilance
1800111321 – Catering services
The press release said the service of the integrated helpline number 139 would be available in 12 languages and based on IVRS (Interactive Voice Response System). There is no need for a smartphone to call 139, as it provides easy access to all mobile users.
The Ministry feels the integrated service will help in quick grievance redress and enquiry during the journey on the Railways.
Anybody dialing 139 will be presented with a menu of options to choose from by the IVRS governing the helpline.
For security and medical assistance, passengers will be requested to press 1, which will connect them immediately to a call center executive.
For enquiry, passengers have to press 2 and from the sub-menu they can choose if their query is related to PNR status, arrival/departure of the train, accommodation, fares, ticket booking, system ticket cancellation, wake up alarm facility/destination alert, wheelchair booking, meal booking, etc.
For catering complaints, passengers have to press 3 and press 4 for general complaints. By pressing 5 passengers will be able to lodge a vigilance-related complaint. Press number 6 for inquiries during an accident. Status of all Railways consumer complaints can be obtained by pressing 9 and press *for directly speaking to a call centre executive.