Rlys sets up war room to address passenger grievances

Patna: The Danapur division of East Central Railway (ECR) has operationalised a dedicated ‘war room’ at its control office to monitor and address passenger grievances received via the RailMadad platform round the clock. The new facility aims at improving response time and passenger services.Senior divisional commercial manager (DCM) Abhinav Siddarth said the 24×7 facility has been set up to provide immediate assistance, particularly in medical emergencies on trains or at stations. The war room enables swift coordination with railway officials, onboard staff and medical teams to ensure timely intervention, he added.Passengers facing medical emergencies can seek help by dialling the railway helpline 139 and sharing details such as PNR and train number. Based on the information, the war room ensures that medical personnel attend to the patient at the next station.Highlighting its impact, Siddarth said 1,650 passengers have received medical assistance through RailMadad in the current year. Of these, 1,541 were attended onboard trains while 109 were assisted at stations.In 2025–26, a total of 7,068 passengers benefited from the service. Officials said the initiative has significantly improved coordination and urged passengers to use RailMadad and the 139 helpline during emergencies.