Lok Sabha Question No. 1473 (UNSTARRED), answered on 2017-12-27
Subject: Facilities for Rail Passengers
Ministry: RAILWAYS
Asked by: RAVINDRA KUMAR PANDEY

## GOVERNMENT OF INDIA MINISTRY OF RAILWAYS

## LOK SABHA UNSTARRED QUESTION NO. 1473 TO BE ANSWERED ON 27.12.2017

## FACILITIES FOR RAIL PASSENGERS

†1473.  SHRI RAVINDRA KUMAR PANDEY:

Will the Minister of RAILWAYS be pleased to state:

- (a)  the  details  of  major  initiatives  taken  by  the  Government  to improve the facilities for rail passengers;
- (b) whether the Government proposes to install electronic display boards and/or audio address systems at the stations as well as in coaches  for  the  benefit  of  passengers  and  if  so,  the  details thereof;
- (c)  the  time  by  which  these  facilities  are  likely  to  be  made operational;
- (d)  whether  the  Government  has  taken  adequate  steps  to encourage  booking  of rail tickets through internet for the convenience  of  passengers  and  to  save  stationery  and  human resources and if so, the details thereof; and
- (e) the zone-wise and year-wise amount allocated for the purpose and utilized during the last three years?

## ANSWER

## MINISTER OF STATE IN THE MINISTRY OF RAILWAYS (SHRI RAJEN GOHAIN)

(a) to (e):  A Statement is laid on the Table of the House.

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STATEMENT  REFERRED  TO  IN  REPLY  TO  PARTS  (a)  to  (e)  OF UNSTARRED  QUESTION  NO.1473  BY  SHRI  RAVINDRA  KUMAR PANDEY  TO  BE ANSWERED  IN  LOK  SABHA  ON  27-12-2017 REGARDING FACILITIES FOR RAIL PASSENGERS.

- (a) :  Details  of  major  initiatives  taken  by  Government  to  improve the facilities for Rail Passengers are as under:-
- (i) Online  ticket  booking  facility  through  Indian  Railway Catering and Tourism Corporation (IRCTC) website thereby obviating the need to stand in queues at reservation counters.
- (ii) Reserved and unreserved  ticket booking facility through mobile phones.
- (iii) Provision of Automatic Ticket Vending Machines (ATVMs) at Railway stations for dispensation of tickets.
- (iv) Provision of various cashless modes of payment like net banking,  e-wallets,  credit/debit  cards  through  Point  of Sale (POS)s machines, through Unified Payment Interface (UPI), etc.
- (v) Earmarking of separate counters at various Computerised Passenger Reservation System (PRS) centres for dealing with  the  reservation  requisitions  received  from  persons with disability, senior citizens, ladies, former Members of Parliament, Members of Legislative Assemblies, accredited press correspondents and freedom fighters.
- (vi) Automatic preparation of first reservation charts at least 4 hours before scheduled departure of train and thereafter  booking  of  available  accommodation  through internet as well as through PRS counters till preparation of second reservation charts.
- Intimation to passengers through SMS in case of change in passengers' reservation status from waiting list/RAC to confirmed, cancellation of trains, late running of train in
- (vii) identified trains, etc.
- (viii) Cancellation of computerised Passenger Reservation System (PRS) counter tickets through IRCTC website or through 139.
- (ix) Automatic refund to e-ticket holders in case of cancellation of trains.
- (x) Introduction  of  Alternate  Train  Accommodation  Scheme 'VIKALP' to provide confirmed accommodation to waitlisted passengers in alternate train to ensure optimal utilisation of available accommodation.
- (xi) Increase  in  number  of  berths  earmarked  as  RAC  to accommodate more passengers.
- (xii) Enhancement of the existing combined quota earmarked for Senior Citizens, pregnant women and female passengers 45 years of age and above to 6 lower berths per coach in Sleeper, 3 lower berths per coach in 3AC and 3  lower  berths  per  coach  in  2AC  class.  Further,  in Rajdhani, Duronto  and  fully Air  Conditioned/  Express trains, the number of lower berths has been increased to 4 lower berths per coach.
- (xiii) Earmarking  of  reservation  quota  of  two  berths  in  3AC class  and  four  berths  in  Sleeper  class  for  persons  with disability.
- (xiv) Introduction  of  Sarathi  Seva  to  help  old  and  disabled passengers requiring assistance at the station and strengthen the existing services for enabling passengers
- to book Battery Operated Car (BOC), porter services etc. on  a  paid  basis  in  addition  to  the  existing  pick  up  and drop and wheelchair services.
- (xv) Provision of Yatri Mitra Sewa  at  major  stations  for enabling  passengers  to  book  wheelchair  services  cum porter services.
- (xvi) Provision  of  cushioned  seats/berths,  fluorescent  lights, air-conditioning,  fans,  toilet,  dustbins  and  wash  basin facilities etc. in all main line trains/coaches being manufactured.
- (xvii) Provision  of  looking  mirrors,  snack  tables,  magazine bags,  water  bottle  holders,  coat  hooks,  small  luggage racks, luggage securing arrangements, mobile/laptop charging sockets in identified classes of coaches.
- (xviii) Provision of dust bins in Non-AC coaches, Braille signages in coaches, mugs with chain in Non-AC coaches.
- (xix) Introduction  of  premium  services  like  Tejas,  Humsafar, Mahamana Express, Deen Dayalu Express etc.
- (xx) Introduction of optional catering service as a pilot project on 32 Rajdhani/Shatabdi/Duronto trains w.e.f. 01.08.2017 for an initial period of 180 days.
- (xxi) Introduction of station-based e-catering for widening the range of options available to passengers for ordering food of their choice.
- (xxii) Introduction of pre-cooked food ('ready to eat' meals) in the range of options available to passengers.
- (xxiii) Operation of centralised Catering Service Monitoring Cell (CSMC)  (Toll free Number.  1800-111-321) for  prompt

Redressal of passenger grievances related to the catering activities and real time assistance to travelling public.

- (xxiv) Operation of all India helpline Number 138 for Rail users to lodge complaints/suggestions regarding food and catering services.
- (xxv) A  twitter  handle  -  @  IRCATERING  has  also  been  made operational  to  cater  to  the  complaints/suggestions  with regard to catering services.

However, strengthening/upgrading the existing passenger facilities  and  introduction  of  new  facilities  is  a  continuous  and ongoing process.

(b) and (c):  Passenger  Announcement  and  Passenger  Information System (PAPIS) has been provided in Tejas and Humsafar Trains. As  per  extant  policy  guidelines,  electronic  display  boards  are provided  at  'A-1'  and  'A'  category  stations  and  public  address systems are provided at 'A-1', 'A' and 'B' category of stations and can  be  provided  upto  'D'  category  of  stations.  Electronic  train indicator board can also be provided upto 'C' category of stations. Provision and upgradation of facilities at stations and in trains is a continuous and ongoing process and are undertaken depending on the fund availability and relative priority of works.

(d): With  a  view  to  encouraging  booking  of  rail  ticket  through internet, various steps have been taken which include withdrawing of service charge imposed by IRCTC, enhancing the capacity of the server, increasing the options available for making payment while booking ticket through internet etc.  Due to these efforts, internet ticketing  now  constitute  approximately  65%  of  total  reserved tickets issued on Indian Railways.

(e): Works  of  provision  of  passenger  amenities  at  railway stations  are  generally  funded  under  Plan  Head  -  'Passenger Amenities'. Zone-wise details of funds allocated/spent under Planhead  'Passenger  Amenities'  during  the  last three years from Budgetary Sources are as under:-

( ` i n Crores)

| Zonal Railway      |   2014-15 (Revised Estimate) |   Actual 2014-15 Exp. |   2015-16 (Revised Estimate) |   Actual 2015-16 Exp. |   2016-17 (Revised Estimate) |   2016-17 Exp. |
|--------------------|------------------------------|-----------------------|------------------------------|-----------------------|------------------------------|----------------|
| Central            |                        77    |                 67.88 |                        85.1  |                 78.74 |                        73.93 |          74.07 |
| Eastern            |                        91.42 |                 70.71 |                        67.22 |                 62.98 |                        51.85 |          48.41 |
| East Central       |                        53.17 |                 44.89 |                        82.53 |                 63.75 |                        52.78 |          65.76 |
| East Coast         |                        55    |                 40.53 |                        59.66 |                 57.46 |                        47.78 |          56.42 |
| Northern           |                       125.8  |                 85.46 |                       128.3  |                109.33 |                        78.15 |          94.93 |
| North Central      |                        90.22 |                 74.95 |                        81.46 |                 52.62 |                        56.87 |          60.34 |
| North Eastern      |                        41.96 |                 22.34 |                        55    |                 71.94 |                       107.69 |         109.84 |
| Northeast Frontier |                        50.48 |                 44.71 |                        53.17 |                 54.09 |                        50.75 |          45.81 |
| North Western      |                        42.18 |                 35.58 |                        60.31 |                 66.07 |                        53.42 |          55.59 |
| Southern           |                        62.58 |                 69.87 |                       107.77 |                 95.91 |                        61.18 |          70.68 |
| South Central      |                       104.24 |                 77.33 |                       101.65 |                 94.82 |                        64.41 |          68.56 |
| South Eastern      |                        56.37 |                 53.23 |                        72.12 |                 65.6  |                        47.46 |          60.08 |
| South East Central |                        39.57 |                 36.12 |                        48.71 |                 31.38 |                        29.55 |          31.49 |
| South Western      |                        35.82 |                 31.88 |                        69.61 |                 60.22 |                        42.63 |          41.93 |
| Western            |                        58.61 |                 42.65 |                        52.21 |                 49.61 |                        48.73 |          47.96 |
| West Central       |                        49.92 |                 54.65 |                        71.31 |                 63.5  |                        45.29 |          43.78 |
| Metro              |                        11.56 |                  5.83 |                         3.99 |                  3.19 |                         5.44 |           5.59 |
| TOTAL              |                      1045.91 |                858.61 |                      1200.12 |               1081.21 |                       917.91 |         981.24 |

# Exp. - Expenditure

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