Negligence of TTE staff, RAC hardship for family with child, and delayed assistance in Train 22634.
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Complaint Details
Complaint Text
Negligence of TTE staff, RAC hardship for family with child, and delayed assistance in Train 22634.
Complaint Description
COMPLAINT AGAINST NEGLIGENCE OF RAILWAY STAFF AND FAILURE TO PROVIDE PROPER PASSENGER SERVICE To: The Divisional Railway Manager (DRM) Indian Railways Subject: Complaint regarding negligence of TTE/TTR staff and failure to provide timely seating assistance to a family travelling with a five-year-old child in Train No. 22634 PNR No.: 2744894211 Train No.: 22634 – Thiruvananthapuram Central SF Express Date of Journey: 23-10-2026 Departure Time: 10:15 PM Journey: Hazrat Nizamuddin, New Delhi, to Mangaluru Junction Respected Sir/Madam, I hereby submit this complaint regarding the extremely disappointing experience, lack of timely assistance, and apparent negligence of the railway staff during my journey with my wife, Alimath Sakira, and my five-year-old daughter, Sayyidath Mashmooma, from Hazrat Nizamuddin, New Delhi, to Mangaluru Junction, on 23-10-2026 by Train No. 22634. At the time of booking, our tickets were on the waiting list. After preparation of the reservation chart, only one berth was confirmed in Coach M3, Berth No. 55 (Side Lower), while my wife's ticket was allotted RAC status in Coach M3, Berth No. 63. Another female passenger was also allotted the same RAC accommodation. Since my five-year-old daughter can sleep only with her mother, it was extremely difficult for three persons to manage in the RAC accommodation. Our journey covers approximately 2,224 kilometres and includes two nights on the train, causing considerable physical discomfort and mental distress to our family. After boarding the train, I approached the TTE/TTR and explained our genuine difficulty. I requested that one additional confirmed berth be arranged if any suitable vacant berth was available, including in another coach. However, the staff member initially declined to assist, stating that the other coach was not under his responsibility and that he could not make arrangements there. I again approached the railway staff and explained that it was practically impossible for three persons, including a five-year-old child, to sleep comfortably in the RAC accommodation during such a long journey. Despite my repeated requests, no effective assistance was initially provided. After the train departed, no railway staff member came to enquire about our difficulty or properly address the problem in our coach. I was particularly disappointed by the absence of timely assistance despite the genuine hardship faced by my family. Passengers should not have to repeatedly approach railway staff to obtain reasonable assistance, especially when travelling with a small child over a long distance. At approximately 4:15 AM, after Kota Junction, I again approached the TTR and expressed my serious dissatisfaction with the experience I had faced at the hands of the railway staff. I informed him that I would submit a formal complaint to the railway authorities regarding their conduct and failure to provide timely assistance. Only after this interaction did the TTR suddenly arrange one additional seat in my own coach, Coach M3. This raises a serious question as to why my request was not properly considered when I initially approached the staff and why effective action was taken only after I stated that I would lodge a complaint. During the journey, another TTR also informed me that there was a shortage of TTR staff on the train. However, this explanation did not resolve my concern regarding the initial failure to provide assistance. If there was a genuine shortage of staff, the concerned railway authorities should have ensured proper coordination and adequate arrangements for handling passenger grievances. I request the authorities to verify whether there was an actual shortage of TTR staff and whether it affected the quality of passenger service on this train. I specifically wish to emphasise that passengers choose AC accommodation by paying a substantial fare because they expect comfort, convenience, safety, and a reasonably restful journey, particularly when travelling with their families and young children. It is deeply disappointing that, despite paying for AC travel, we faced a situation in which even basic assistance was not provided promptly. Passengers should not be made to suffer such hardship when they have paid for comfortable accommodation and are seeking reasonable assistance from railway staff. Any person who has travelled with their family and a small child can understand the physical discomfort and mental distress involved in such circumstances. The hardship of travelling approximately 2,224 kilometres, including two nights on the train, without a proper sleeping arrangement for a young child cannot be fully understood unless one experiences the situation personally with one's own family. The issue is not merely about an additional seat; it concerns the responsibility, attitude, and accountability of the railway staff towards passengers. The fact that an additional seat was eventually arranged in my own coach has also raised concerns regarding the checking and allotment of vacant berths. I request the railway authorities to verify whether any suitable vacant berth was available at the relevant time, how berth availability was checked, and why no effective arrangement was made when I initially sought assistance. I am not making an unsupported allegation that any vacant berth was deliberately allotted to another passenger; however, the circumstances warrant a proper and impartial inquiry. I would like to ask the railway authorities whether this is the standard of passenger service expected from Indian Railways. Why should a passenger have to repeatedly approach railway staff and state an intention to complain before receiving assistance? If genuine passenger grievances are ignored or addressed only after repeated requests, the concerned authorities must examine the reasons and take appropriate corrective action. This complaint should not be treated as a mere formality, but as an opportunity to address shortcomings in passenger service and staff supervision. In these circumstances, I respectfully request the railway authorities to conduct a proper inquiry into the conduct of the concerned TTE/TTR staff, verify the availability and allotment of vacant berths in Coach M3 and other relevant coaches, examine the explanation regarding staff shortage, and determine why assistance was delayed despite my repeated requests. I further request that appropriate disciplinary or administrative action be taken if negligence or dereliction of duty is established, and that a written response be provided explaining the findings and action taken. I selected AC railway travel for my family in the expectation of comfort, convenience, and a satisfactory journey. Unfortunately, the experience caused considerable inconvenience and distress, particularly because my five-year-old daughter was travelling with us. I sincerely hope that the Indian Railways will take this complaint seriously, fix responsibility wherever negligence is established, and implement suitable measures to ensure that other passengers, especially families travelling with young children, do not face similar difficulties in the future. Kindly acknowledge this complaint and inform me of the action taken. Yours faithfully, Sayyad Moinudeen S.A. Passenger / Complainant PNR No.: 2744894211 Train No.: 22634 Date: 24-10-2026
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