Grievance Regarding Unresponsive Railway Officials, Improper Accommodation Allotment, and Financial Loss – Train 12269, PNR 4658429808
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Complaint Details
Complaint Text
Grievance Regarding Unresponsive Railway Officials, Improper Accommodation Allotment, and Financial Loss – Train 12269, PNR 4658429808
Complaint Description
I wish to raise a formal grievance regarding the extremely difficult and unclear process for travelling with a pet dog in First AC on Train No. 12269 (MAS–NZM Duronto) on 12 October 2026, from Vijayawada to Hazrat Nizamuddin. Despite paying ₹12,204 for two First AC tickets, I was ultimately unable to undertake my journey with my pet dog, Legend, due to the accommodation allotment and the lack of assistance from the concerned railway officials. I made multiple attempts to resolve this issue in advance by emailing the concerned officials, clearly providing my PNR and ticket details and attaching the documents required for pet travel. I also physically visited Vijayawada Railway Station to submit a written request and followed the directions given to me. Despite these repeated efforts and the documentation provided, the two passengers under the same PNR were allotted different accommodation: I was assigned a berth in in H1 Coupe G, while my co-passenger, Hemika Bhimavarapu, was assigned a berth in H1 Cabin A. As the required exclusive accommodation was not allotted to our PNR, we were unable to book the pet ticket for Legend and ultimately could not board the train. This outcome was particularly frustrating because I had repeatedly communicated that I was travelling with a pet and had made every reasonable effort to follow the prescribed procedure. Yet, despite multiple emails and physical visits, I received no timely response or clear guidance from the reservation officials at Chennai Central (MAS) or Vijayawada. I would like the authorities to clarify: 1. Why were my multiple emails, which included the ticket details and required pet-travel documents, not answered? 2. Why were the two passengers under the same PNR allotted different accommodation despite my advance request for an exclusive coupe? 3. Why must passengers make repeated physical visits, submit paperwork, and approach multiple offices without a clear and accountable process? As a customer who paid a premium fare and made every reasonable effort to comply with railway requirements, I expected timely communication, clear instructions, and accountable assistance. Instead, I encountered an unnecessarily complicated process that resulted in a failed journey. I have incurred financial losses, including the ticket fare and additional expenses for repeated trips to the railway station, document preparation, and related arrangements. I have also lost considerable time and effort attempting to obtain a response from the responsible officials. This raises serious concerns about customer communication, procedural clarity, and accountability. Passengers should not have to chase multiple officials for basic information or be left unable to travel after complying with the stated requirements to the best of their ability. I request that the railway authorities: * Investigate the handling of my request and the lack of response from the concerned Chennai and Vijayawada officials. * Explain why the accommodation was allotted separately despite the advance request and documentation submitted. * Clarify the prescribed procedure and identify the authority responsible for coordinating pet-travel requests and First AC coupe allotment. * Review the process to ensure passengers receive clear instructions and timely responses. * Consider reimbursement of the ticket fare and reasonable additional expenses incurred as a result of this failure, subject to the applicable rules. Passenger: Faizaan Ahmed Co-passenger: Bhimavarapu Hemika PNR: 4658429808 Train: 12269 – MAS–NZM Duronto Journey date: 12 October 2026 Route: Vijayawada (BZA) to Hazrat Nizamuddin (NZM) Total ticket fare: ₹12,204
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