Railway Helpline – Customer Care

Railway Helpline – Customer Care

139 IRCTC

Kindly note the Menu of Helpline Number 139

Press 1 for Security & Medical assistance

Press 2 for Enquiry

Sub Menu: information regarding PNR status, arrival/departure of the train, accommodation, fare enquiry, ticket booking, ticket cancellation, wake up alarm facility/destination alert, wheel chair booking, meal booking

Press 3 for Catering complaints

Press 4 for General complaints

Press 5 for Vigilance related complaints

Press 6 for Queries during accident

Press 9 for Status of complaints

Press * for talking to Call Centre Executive

Here’s everything you need to know about the Indian Railways Helpline & Customer Care, including the integrated helpline number, how it works, and what real users have experienced:

Integrated Helpline: Rail Madad – 139

Unified Helpline for All Railway Queries

Indian Railways has consolidated several hotline numbers (like 138, 1072, 58888, 155210, etc.) into a single, unified helpline number: 139 (except for 182, which remains active for security-related calls).

Multilingual & Easy to Use via IVR

  • Operates in 12 Indian languages
  • Accessible via any mobile phone—no need for smartphones
  • Offers an IVR menu interface:
    • Press 1: Security & medical assistance
    • 2: PNR, fares, ticket booking, train status, wheelchair & meal booking
    • 3: Catering complaints
    • 4: General complaints
    • 5: Vigilance-related issues
    • 6: Rail accidents
    • 7: IRCTC train queries
    • 9: Complaint status
    • * (asterisk): Speak to a call-center executive

Quick Facts & Performance

  • The helpline handles ~3.44 lakh calls/SMS per day on average
  • The Varanasi division (NER) achieved a 100% complaint resolution rate through helpline 139 in the last financial year—and continues this trend
  • Ongoing campaigns (like in the North Eastern Railway’s Lucknow Division) are actively promoting awareness and use of the Rail Madad helpline and app

Real-Life User Feedback

  • A Reddit user credited 139 for saving a life:
    “Someone had a heart attack in a general compartment… called 139… railway medical team was waiting at the next station.”
  • Another shared relief when his father, unresponsive due to network issues, was located within 30 minutes thanks to support via 139:
    “139 works!! Kudos IRCTC.”

Summary Table

Feature Details
Helpline Number 139 (Rail Madad) – unified for all queries, except security-related (182 still active)
Languages Available in 12 Indian languages
Accessible On Any phone—smartphone not required
Key Services Medical, PNR, tickets, fare info, catering, accidents, vigilance, general complaints, etc.
Complaint Resolution High efficiency—100% resolved in NER’s Varanasi division
User Experience Real passengers report rapid, helpful response during emergencies

Need help drafting a complaint via Rail Madad or navigating the IVR menu for a specific issue? Happy to guide you step-by-step!

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