Mumbai: Two New Apps Enhance Passenger Experience and Safety on Indian Trains

Mumbai, 18th February 2025: Two new mobile apps are being tested to improve passenger experience and safety on trains. The first app, currently in its beta testing phase, is designed to aid ticket-checking staff in verifying tickets. By scanning details such as the UTS number, mobile number, and other ticket-related information, the app cross-references this data with the railway system to detect fraudulent tickets. This comes in response to growing concerns about passengers using fake QR codes, especially during peak travel hours.

A Western Railway official stated, “Ticket-checking staff have been instructed to install the app on their phones. The rollout is being done in phases, accompanied by training sessions. This tool will help identify fake mobile tickets, which was previously a challenge to detect.”

The second app is aimed at addressing passenger complaints more efficiently. While passengers typically report issues through the 139 helpline or the Rail Madad app, this new app enables ticket supervisors of long-distance trains to directly contact the relevant staff responsible for specific issues. For example, the chief ticket inspector or train captain will be the point of contact for resolving problems like unclean toilets, water leaks, soiled linen, and food or air conditioning issues.

The app also ensures that the train captain and the rail control room can access contact details for on-board staff, allowing TTEs boarding at later stations to take quick action when needed. The new app has already been introduced on premium trains like Vande Bharat, Rajdhani, and Shatabdi.

Additionally, the system will help monitor the performance of contractual staff responsible for services such as cleaning, catering, and linen provision on long-distance trains. Western Railway is using these mobile apps to improve passenger safety, combat ticket fraud, and create a smoother and more efficient travel experience.