Indian Railway has integrated Rail Madad Helpline number 139 for all types of queries, complaints and assistance during travel. The initiative has been taken to overcome the inconvenience over multiple helpline numbers for grievances and enquiries during railway travel. To educate and inform the passengers about the new measure, the Ministry of Railways has launched a social media campaign “One Rail One Helpline 139” also.
With the helpline number 139 taking over all the existing helpline numbers, it will be easy for the passengers to remember this number and connect with Railways for all their needs during the travel. According to the ministry, the idea behind integrating all railway helplines into single number 139 (Rail Madad Helpline) was quick grievance redressal and enquiry during the journey.
The Helpline 139 will be available in twelve languages. Passengers can opt for IVRS (Interactive Voice Response System), or directly connect to call-centre executive by pressing * (asterisk). There is no need for a smartphone to call on 139, the access is available to all mobile users.
It should be noted that various Railway grievances helplines were discontinued last year. Now, Helpline no. 182 will also be discontinued from 1 April 2021 and merged into 139. On an average basis, 139 helpline receives 3,44,513 calls/SMS per day.
Menu of 139 Helpline (IVRS):
Press 1 for medical and security assistance:
For security & medical assistance, the passenger has to press 1, which connects immediately to a call center executive.
Press 2 for enquiry:
For enquiry, the passenger has to press 2 and in the submenu, information regarding PNR Status, arrival and departure of the train, accommodation, fare enquiry, ticket booking, system ticket cancellation, wake up alarm facility/destination alert, wheelchair booking, meal booking can be obtained.
Press 4 for general complaints.
Press 5 for vigilance-related complaints.
Press 6 for Parcel & goods-related queries.
Press 7 for IRCTC operated trains queries
Press 9 for the status of complaints.
Press *(asterisk) for talking to the call center executive.