भारतीय रेल · North Western Railway
NWR Headquarters, Jaipur · Office of the PCCM
AI Improvement Suggestions

What Passengers Are Asking Us To Fix

Contextual comments captured when passengers rated a service below 5★, grouped by service head with AI-suggested corrective actions.

Actionable Comments
364
Free-text feedback below 5★
Top Concern
Cleanliness
84 comments
Service Heads Tracked
5
Service head
Cleanliness
Avg Rating
2.93
Comments
84

Recent Passenger Voices

  • "Bedroll had stains; requested for replacement but attendant was unresponsive."

    Jodhpur–Dadar Express (12489) · Jodhpur Division · 2★

  • "Toilets were not cleaned during the journey; smell was strong near coach entrance."

    Jaipur–Delhi Intercity (12413) · Jaipur Division · 3★

  • "Toilets were not cleaned during the journey; smell was strong near coach entrance."

    Bikaner–Delhi AC SF (22471) · Bikaner Division · 3★

  • "Toilets were not cleaned during the journey; smell was strong near coach entrance."

    Jaipur–Mumbai Central SF (12956) · Jaipur Division · 2★

Recommended Actions

  • Increase OBHS cleaning rounds on flagged trains
  • Audit bedroll laundering vendor performance
  • Deploy surprise inspections for toilet cleanliness
Service head
Catering
Avg Rating
2.91
Comments
83

Recent Passenger Voices

  • "Food was cold and served late. Roti was stale."

    Jodhpur–Dadar Express (12489) · Jodhpur Division · 3★

  • "Food was cold and served late. Roti was stale."

    Jaipur–Delhi Intercity (12413) · Jaipur Division · 3★

  • "Food was cold and served late. Roti was stale."

    Bikaner–Delhi AC SF (22471) · Bikaner Division · 2★

  • "Food was cold and served late. Roti was stale."

    Jaipur–Mumbai Central SF (12956) · Jaipur Division · 3★

Recommended Actions

  • Enforce MRP display and receipt issuance by vendors
  • Random food quality checks at pantry cars
  • Escalate persistent overcharging to IRCTC vigilance
Service head
Ticketing & Boarding
Avg Rating
3.03
Comments
75

Recent Passenger Voices

  • "Ticket counter queue was very long at boarding station; only two counters open during peak hours."

    Ajmer–New Delhi Shatabdi (12015) · Ajmer Division · 3★

  • "Ticket counter queue was very long at boarding station; only two counters open during peak hours."

    Udaipur–Jaipur SF Express (12991) · Ajmer Division · 3★

  • "Ticket counter queue was very long at boarding station; only two counters open during peak hours."

    Ranakpur Express (14707) · Bikaner Division · 3★

  • "Ticket counter queue was very long at boarding station; only two counters open during peak hours."

    Udaipur–Jaipur SF Express (12991) · Ajmer Division · 3★

Recommended Actions

  • Open additional counters during identified peak hours
  • Promote UTS mobile ticketing at high-queue stations
  • Review platform signage and boarding assistance
Service head
Staff Behaviour
Avg Rating
3.02
Comments
67

Recent Passenger Voices

  • "TTE was rude and did not help with berth allocation for senior citizen."

    Mandore Express (12461) · Jodhpur Division · 3★

  • "TTE was rude and did not help with berth allocation for senior citizen."

    Ajmer–New Delhi Shatabdi (12015) · Ajmer Division · 3★

  • "TTE was rude and did not help with berth allocation for senior citizen."

    Udaipur–Jaipur SF Express (12991) · Ajmer Division · 3★

  • "TTE was rude and did not help with berth allocation for senior citizen."

    Bikaner–Delhi Sarai Rohilla SF (12457) · Bikaner Division · 2★

Recommended Actions

  • Behavioural refresher training for TTEs on flagged trains
  • Sensitisation programme for senior citizen assistance
  • Publish grievance escalation matrix in each coach
Service head
Announcements
Avg Rating
3.09
Comments
55

Recent Passenger Voices

  • "Station name announcements were inaudible; missed the alighting platform."

    Udaipur–Jaipur SF Express (12991) · Ajmer Division · 2★

  • "Station name announcements were inaudible; missed the alighting platform."

    Mandore Express (12461) · Jodhpur Division · 3★

  • "Station name announcements were inaudible; missed the alighting platform."

    Malani Express (14659) · Jodhpur Division · 3★

  • "Station name announcements were inaudible; missed the alighting platform."

    Jodhpur–Dadar Express (12489) · Jodhpur Division · 3★

Recommended Actions

  • PA system audit at flagged stations and coaches
  • Bilingual announcement compliance checks
  • Install visual displays where audio quality is poor