24×7 Real time response on Railway Helplines-139 and 138
24×7 Real time response on Railway Helplines-139 and 138
Railway personnel respond to over 2,05,000 queries in first two weeks of lockdown on Helplines (138 & 139), Social Media & Email
Over 1,85,000 of which were handled through direct human interaction
24×7 Real time response on Railway Helplines-139, 138, Social Media and email
National Rail Madad Helpline 139 continues to deliver, while Geo-Fenced Distributed Helpline 138 reaches out to public in local languages for resolution of local issues to make it truly effective
In order to assist railway passengers, other citizens and help resolve issues in freight operations, Indian Railways has upscaled the helpline facilities after declaration of Lockdown. Since its inception a few days back, the facility has become a huge management success so much so that Railway personnel have responded to over 2,05,000 queries in first two weeks of lockdown on designated communication platforms, 90% (over 1,85,000) of which were handled through direct human interaction over the phone.
Railway control office has been doing 24×7 monitoring of four communication and feedback platforms- Helplines-139, 138, social media (esp Twitter) and email (railmadad@rb.railnet.gov.in). This is to ensure seamless flow of information and suggestions between Railway Administration and general public during the lockdown.
The helpline operation is being manned round-the-clock by Director-level officers. These officers monitor citizen feedback and their suggestions received on social media and email, and ensure that appropriate action is taken to alleviate any difficulties faced by Railway customers (especially in goods transportation) during the period of lockdown. Field officers at the level of ADRMs monitor at their divisional level as a part of this team.
RailMadad Helpline 139 answered over 1,40,000 queries on one-on-one basis in first two weeks of the lockdown, in addition to queries answered by its IVRS facility. While the queries are mostly for commencement of train services and the relaxed refund rules (which itself was done on the basis of the feedback from public), the social media is flush with appreciation of Railways’ efforts in these trying times. Some of the efforts lauded include running of freight trains carrying essential items, waiving penalties for late release of wagons, converting coaches into hospital wards, distribution of food packets, preparing PPEs, sanitizers & other equipment to Fight Against Covid-19 etc..
Calls received on Helpline 138 are geo-fenced i.e 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. This ensures that callers receive information and guidance in the language that they are comfortable speaking. This new feature overcomes the language barrier, and makes flow of information to Railway customers and others faster as the pertinent information is readily available with the Division.
It is pertinent to add that Indian Railways has taken 360 degree effort to ensure that interest of the passengers and all commercial clients are taken care off and national supply chains keep running all the time .
Here’s a verified and updated overview of the 24×7, real-time response capabilities of Indian Railways’ helplines 139 (RailMadad) and 138, particularly in the context of COVID-19 and beyond:
Contents
📞 Railway Helplines 139 & 138 — Round-the-Clock Support
139 (RailMadad): Integrated Helpline
- RailMadad (139) is the unified helpline for all railway inquiries, grievances, suggestions, and emergencies.
- Operates 24×7, available in 12 languages, and accessible via call, SMS, mobile app, and social media.
- In FY 2025–21, the helpline closed an impressive 99.93% of complaints, with 72% of responses rated “Excellent” or “Satisfactory”
- The former helpline 138 and the security helpline 182 were integrated into 139 in April 2025 for streamlined operations.
🚨 Special COVID & Incident-Specific Arrangements
- During the Odisha train accident in June 2025, senior railway officials manned 139 on a 24/7 basis to assist relatives of deceased and stranded passengers, coordinate ex-gratia payouts, and manage logistics.
🚑 Division-Level Performance Highlight: Bhusawal Division (Central Railway)
- In FY 2024–25, the Bhusawal division handled an average of 29 medical emergencies per day via 139.
- Total 62,868 complaints logged, including 9,345 medical cases.
- 9,189 cases resolved onboard, only 156 at stations.
- Emergencies included onboard childbirths, chest pains, unconscious passengers, injuries, and unscheduled halts organized for urgent medical response.
- The division is now considered India’s most responsive medical-assistance hub using RailMadad.
🧭 How These Helplines Work & What They Offer
- Helpline 139 caters to:
- Medical emergencies, security incidents
- PNR status, train schedule, fare inquiries
- Refunds, coach facilities (AC, sanitation), DB track repairs
- Complaints about cleanliness, catering, linen, accessibility aids
- Most calls are handled within minutes, often in local languages, and guided directly to local divisional staff.
- Complaints and suggestions are tracked via multiple channels—app, email, SMS, CPGRAMS, and RailMadad website.
✅ Quick Summary Table
| Feature | Details |
|---|---|
| Helpline Numbers | 139 (RailMadad); 138 & 182 merged into 139 |
| Operating Hours | 24×7, across all days |
| Language Support | Available in 12 languages |
| Complaint Resolution Rate | ~99.93% closed, 72% rated excellent/satisfactory (FY 2020–21) |
| COVID Incident Response | Odisha crash—senior officials manning 139 with real-time coordination |
| Division Highlight | Bhusawal (Central Railway) — handled 9,345 medical cases via 139 in FY 2025–25 |
Would you like help in using RailMadad services, or insights into other division-level performance metrics or non-medical emergency successes?