Indian Railways Records Over 61 Lakh Passenger Complaints in Two Years: Security and Cleanliness Top Concerns

The Indian Railways has faced an overwhelming surge in passenger grievances, with more than 61 lakh complaints recorded across the fiscal years 2023-24 and 2024-25.

According to data released by the Railway Board in response to an RTI application submitted by Madhya Pradesh resident Chandra Shekhar Gaur, the primary concerns included security issues, inadequate cleanliness, and electrical system failures.

The 2024-25 fiscal year witnessed approximately 32 lakh complaints, representing an 11% increase from the 28.96 lakh grievances filed in 2023-24. While train service complaints increased by 18%, station-related grievances decreased by 21%, indicating varied performance across different aspects of railway operations.

Security emerged as passengers' foremost concern. Train safety complaints experienced a dramatic 64% increase, rising from 4.57 lakh in 2023-24 to over 7.50 lakh in 2024-25. Security issues constituted about 12.07 lakh complaints over the two-year period, accounting for approximately one-quarter of all train-related grievances.

Additional significant issues included electrical equipment malfunctions, totaling 8.44 lakh complaints across two years. Coach cleanliness concerns also reached 8.44 lakh complaints, comprising 16.5% of all train-related issues. Water availability problems, staff behavior complaints, and catering service issues also saw substantial increases.

On a positive note, punctuality complaints decreased by 15%, from 3.25 lakh to 2.77 lakh, and coach cleanliness complaints showed a slight reduction, though overall numbers remain concerning.

Station-related complaints declined from 5.55 lakh in 2023-24 to 4.39 lakh in 2024-25.

The most significant improvement was observed in unreserved ticketing complaints, which dropped by 40% from 1.93 lakh to 1.16 lakh. Complaints regarding ticket refunds, luggage handling, and staff behavior also decreased.

Nevertheless, issues including security concerns, water availability, cleanliness standards, and facilities for differently-abled passengers at stations continued to trouble railway users.

The RailMadad helpline (139) remained the most utilized grievance channel, handling over 20 lakh complaints in 2024-25. Digital platforms such as the RailMadad app (4.68 lakh), website (4.92 lakh), and social media (2.12 lakh) saw substantial usage, while traditional communication methods like letters and emails declined in popularity.

These statistics highlight a concerning reality: despite improvements in punctuality and certain ticketing processes, fundamental issues related to safety, hygiene, and service quality continue to affect millions of railway passengers.

With over 61.05 lakh complaints registered in two years, the data underscores that despite significant investments and modernization initiatives, India's railway network continues to struggle with providing essential security and comfort standards required by its vast passenger base.