Railway Helpline – Customer Care
Contents
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!