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New Delhi: In a bid to handle the grievances of passengers in the course of the nationwide lockdown to fight the unfold of coronavirus, the Indian Railways emergency cell has responded to over 13,000 calls on a daily basis.

A railway ministry spokesperson mentioned that railway emergency cell for Covid-19 is a complete nationwide unit comprising of about 400 officers and workers from railway board to divisions.

“During the lockdown, the cell has been responding to about 13,000 queries, requests and suggestions everyday, from five communication and feedback platforms – helplines 139 and 138, social media, email and CPGRAMS. And more than 90 per cent of the queries were responded on one-to-one basis, mostly in the local language of the caller, over telephone,” he mentioned.

The official mentioned that as a result of this 24-hour working railways emergency cell for Covid-19 had its ears to the bottom, resulting in fleet-footed response to redress grievances of each Railways’ prospects and common public.

He mentioned that even RailMadad Helpline 139 answered over 2,30,000 queries on one-on-one basis in first 4 weeks of the lockdown, along with queries answered by its IVRS facility.

“During the same period, over 1,10,000 calls were received on Helpline 138, which is geo-fenced, that is, calls land on the nearest railway divisional control office (manned round-the-clock by railway personnel well-versed in local language and familiar with local issues) as per the location of the caller,” he mentioned.

The railways has suspended passenger, mail and categorical practice companies till additional orders to fight the unfold of Covid-19. Only freight and particular practice companies are operating to make sure the availability of important items throughout the nation.