Luggage clock room issue at Haridwar Junction.
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Complaint Text
Luggage clock room issue at Haridwar Junction.
Complaint Description
Luggage clock room issue at Haridwar Junction. Our family total 13 nos family number has been travelling from Haridwar junction to Vadodara junction through the train no:22918 with PNR:2458034524 and train departure schedule which was 17:20.at 6th August-2026. We have submitted our luggage total 15 nos of bage in hariwar station main luggage clock room at morning 09:58 a.m , 6th August-2026. During the luggage entry into the luggage room I have paid ruppes 450 by my gpay account and submitted aadhar card details as ID proof with PNR number and luggage clock room officer has been issue one slip no:70917 which registered on MS Kanha social welfare organisation, When I reached with family to collect luggage on 4 p.m and when I checked the slip was missed by me but its photo was available in my phone then I saw the mobile image to clock room officer to collect the luggage but he has denied the mobile copy and he said that need the physical copy after that he has released the luggage and I saw the my aadhar card, Railway PNR copy but he need the slip physical after that he has release the luggage, I requested to him that payment done in Gpay mode, also aadhar card available with me or railway ticket available but he has not agreed to give the luggage and he said that need the physical copy of slip after that he can release. I have contacted to Haridwar station master to help this issue but he has denied and this is not his concern, I also requested that clock room location within Haridwar junction and you are accountable, but he has denied the issue. After 1 hr discussion and afterthat clock room officer has been given the luggage My concern only that why the luggage clock room officer has not been acceptable the soft mobile copy document like aadhar card, railway ticket, its own issue slip and one hour waste behind the hard copy which I missed during the heavy rain and I wet totally, My concern only that why station master not helped us clock luggage room within the station limit and said that he has not responsible…. If train was early so defenetly we missed that train but train was 17:20 so we luckly that we got luggage after one hour discussion, My concern that take strickly action on Haridwar station master and clock room officer that they are accepting the soft copy for back up proof rathen than railway accepting the soft copy of ticket during travelling…. Luggage clock room issue at Haridwar Junction. Our family total 13 nos family number has been travelling from Haridwar junction to Vadodara junction through the train no:22918 with PNR:2458034524 and train departure schedule which was 17:20.at 6th August-2026. We have submitted our luggage total 15 nos of bage in hariwar station main luggage clock room at morning 09:58 a.m , 6th August-2026. During the luggage entry into the luggage room I have paid ruppes 450 by my gpay account and submitted aadhar card details as ID proof with PNR number and luggage clock room officer has been issue one slip no:70917 which registered on MS Kanha social welfare organisation, When I reached with family to collect luggage on 4 p.m and when I checked the slip was missed by me but its photo was available in my phone then I saw the mobile image to clock room officer to collect the luggage but he has denied the mobile copy and he said that need the physical copy after that he has released the luggage and I saw the my aadhar card, Railway PNR copy but he need the slip physical after that he has release the luggage, I requested to him that payment done in Gpay mode, also aadhar card available with me or railway ticket available but he has not agreed to give the luggage and he said that need the physical copy of slip after that he can release. I have contacted to Haridwar station master to help this issue but he has denied and this is not his concern, I also requested that clock room location within Haridwar junction and you are accountable, but he has denied the issue. After 1 hr discussion and afterthat clock room officer has been given the luggage My concern only that why the luggage clock room officer has not been acceptable the soft mobile copy document like aadhar card, railway ticket, its own issue slip and one hour waste behind the hard copy which I missed during the heavy rain and I wet totally, My concern only that why station master not helped us clock luggage room within the station limit and said that he has not responsible…. If train was early so defenetly we missed that train but train was 17:20 so we luckly that we got luggage after one hour discussion, My concern that take strickly action on Haridwar station master and clock room officer that they are accepting the soft copy for back up proof rathen than railway accepting the soft copy of ticket during travelling…. The Railway Station Master and the cloakroom staff must strictly follow Indian Railways Commercial Manual rules, which explicitly require the physical token or receipt to release deposited luggage. While your frustration is completely valid—especially since Indian Railways accepts soft copies of tickets for travel—cloakrooms operate under distinct security and liability protocols. Below is a breakdown of why this situation occurred, why the Station Master could not intervene directly, and how you can formally lodge your grievance to push for policy changes. Why the Cloakroom Staff Insisted on the Physical Slip • Legal Proof of Custody: A cloakroom ticket (Slip No. 70917) acts as a legal bond between you and the licensee (M/S Kanha Social Welfare Organisation). Legally, whoever holds that physical slip can claim the bags. If the staff releases bags based on a photo, and someone else later walks in with the actual physical slip, the railway or contractor is legally liable for theft. • Contractor vs. Railway Policy: Many station cloakrooms are outsourced to private contractors. These contractors are bound by rigid agreements with Indian Railways that mandate collecting the physical slip to prevent fraudulent claims. Why the Station Master Denied Responsibility • Administrative Boundaries: While the cloakroom is physically located inside Haridwar Junction, it is managed by the Commercial Department and private licensees, not the Station Master. • Operational Limits: The Station Master’s primary duty is train operations, safety, and movement. For commercial disputes, the Chief Commercial Inspector (CCI) or Station Superintendent (Commercial) is the correct authority, which is why the Station Master stated it was outside his direct jurisdiction. • Lost Token Protocol: Under standard railway rules, if a passenger loses a cloakroom ticket, the luggage cannot be handed over immediately. The passenger must normally submit a written application, verify the exact contents of the bags, and execute an Indemnity Bond to absolve the railways of liability. The one-hour delay you experienced was likely the time required for the staff to verify your credentials against their ledger and process an emergency release. How to Take Strict Action and File a Formal Complaint Because you have all the exact details (PNR, Slip Number, Contractor Name, and Timings), you should lodge an official complaint. This ensures the Divisional Railway Manager (DRM) reviews the contractor's behavior and pushes for digital backup rules. 1. File via RailMadad (Fastest Digital Route) o Visit the official RailMadad Portal or download the RailMadad app. o Select Station Complaint. o Enter Haridwar Jn (HW) as the station and select Moradabad (MB) as the Division. o Choose the category Staff Behaviour or Catering & Vending / Other Passenger Amenities (Cloakroom). o Paste your detailed narration, including the PNR, payment details, and the contractor's name. 2. Escalate via Twitter/X (Highly Effective for Accountability) o Post a concise summary of the incident. o Tag the official handles: @RailMinIndia (Ministry of Railways), @drm_mb (Divisional Railway Manager, Moradabad), and @NorthernRailir (Northern Railway). o Include your PNR and transaction details. The DRM office routinely issues show-cause notices to contractors based on these public escalations. 3. File a Case via CPGRAMS o For a policy-level complaint regarding why digital copies are not accepted despite GPay and Aadhaar verification, lodge a grievance on the Central Government’s CPGRAMS Portal under the Ministry of Railways. This requires a mandatory written response from senior railway officials. I can help draft a formal, legally structured complaint text for RailMadad or Twitter if you can confirm: • The exact names or descriptions of the cloakroom officer or station master (if you noted them down). Let me know if you would like me to write this draft for you. Luggage clock room issue at Haridwar Junction. Our family total 13 nos family number has been travelling from Haridwar junction to Vadodara junction through the train no:22918 with PNR:2458034524 and train departure schedule which was 17:20.at 6th August-2026. We have submitted our luggage total 15 nos of bage in hariwar station main luggage clock room at morning 09:58 a.m , 6th August-2026. During the luggage entry into the luggage room I have paid ruppes 450 by my gpay account and submitted aadhar card details as ID proof with PNR number and luggage clock room officer has been issue one slip no:70917 which registered on MS Kanha social welfare organisation, When I reached with family to collect luggage on 4 p.m and when I checked the slip was missed by me but its photo was available in my phone then I saw the mobile image to clock room officer to collect the luggage but he has denied the mobile copy and he said that need the physical copy after that he has released the luggage and I saw the my aadhar card, Railway PNR copy but he need the slip physical after that he has release the luggage, I requested to him that payment done in Gpay mode, also aadhar card available with me or railway ticket available but he has not agreed to give the luggage and he said that need the physical copy of slip after that he can release. I have contacted to Haridwar station master to help this issue but he has denied and this is not his concern, I also requested that clock room location within Haridwar junction and you are accountable, but he has denied the issue. After 1 hr discussion and afterthat clock room officer has been given the luggage My concern only that why the luggage clock room officer has not been acceptable the soft mobile copy document like aadhar card, railway ticket, its own issue slip and one hour waste behind the hard copy which I missed during the heavy rain and I wet totally, My concern only that why station master not helped us clock luggage room within the station limit and said that he has not responsible…. If train was early so defenetly we missed that train but train was 17:20 so we luckly that we got luggage after one hour discussion, My concern that take strickly action on Haridwar station master and clock room officer that they are accepting the soft copy for back up proof rathen than railway accepting the soft copy of ticket during travelling…. Proper English Formal Complaint Draft Subject: Complaint regarding harassment, refusal of digital verification, and lack of assistance by Cloakroom Staff and Station Master at Haridwar Junction (NR) To, The Divisional Railway Manager (DRM), Moradabad Division, Northern Railway Cc: 1. Senior Divisional Commercial Manager (SR DCM), Moradabad Division 2. Public Grievance Cell, Ministry of Railways, Government of India Respected Sir/Madam, I am writing to formally lodge a complaint regarding a highly distressing experience my family and I faced at Haridwar Junction on 6th August 2026. The incident involves the unprofessional conduct of the outsourced cloakroom staff (managed by M/S Kanha Social Welfare Organisation) and the complete abdication of responsibility by the Haridwar Station Master. Incident Details: • Train Number & Route: 22918 (Haridwar Junction to Vadodara Junction) • PNR Number: 2458034524 • Date of Journey: 6th August 2026 (Scheduled Departure: 17:20 hrs) • Cloakroom Slip Number: 70917 • Luggage Details: 15 bags deposited at 09:58 AM • Payment Mode: ₹450 paid digitally via Google Pay (GPay) • Passenger Count: 13 family members
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