1 in 2 train travelers surveyed are concerned about Safety, Timeliness, Cleanliness & Hygiene and Food Quality of Indian Railways

Aug 2, 2024, New Delhi: Two people were pronounced dead and over 20 injured when 10 out of 12 coaches of the Mumbai-Howrah Mail derailed near Badabamboo, around 80 km from Jamshedpur, Jharkhand, early on July 30th after it collided with a freight train, according to officials who are busy with the rescue work.

Poor management, inadequate signaling and safety systems and maintenance have been blamed for many of the railway accidents over the past few years. Recognising the need for better focus on these aspects, the Indian railways has been allocated INR 2.62 lakh crore in the Union Budget for 2024-25 out of which INR 1.08 lakh core will be utilised on safety related activities. “This is a record allocation for Indian railways. Of the total allocation, INR1.08 lakh crore will be used for safety related activities such as replacement of old tracks, improve signaling system, installation of Kavach (accident warning) system, construction of flyovers and underpasses,” Union Minister Ashwini Vaishnav said after the budget announcement.

This year has already witnessed several accidents which resulted in the deaths and injury of passengers. On July 18, four people died and several were injured after 21 coaches of Chandigarh-Dibrugarh Express derailed in Gonda, Uttar Pradesh. In another accident on June 17, around 15 people died and 60 were injured when a goods train collided with the Sealdah-bound Kanchenjunga Express near Rangapani station in West Bengal.

In 2023, nearly 300 people were killed and over 1,000 injured in the triple-train crash in Balasore, Odisha. Despite government claims of spending large amounts on improving the operation of trains and passenger safety, several accidents, big and small, continue to happen though very few get reported only if deaths occur. It is hoped that operations of the Indian Railways will be given more focus, particularly the safety aspects, as government gets down to business. Chaos at several railway stations during the festive and holiday seasons, sometimes leading to injuries and even death, often puts spotlight on how existing railway infrastructure and safety measures are being neglected as Indian government and policy makers’ rush to realize their aspiration for high-speed trains.

Beyond affordable fares, Indian Railway passengers have been waiting for a long time for several of the services to be put back on track. For over a decade, focus has been on realizing ambitious plans for high speed or bullet trains, even as the average railway passengers are grappling with the reality that hardly any train reaches its destinations on scheduled time. Equally problematic is the expectation of a safe, comfortable and reliable service onboard a train. This is true in the case of an express train, superfast train, Rajdhani, Duranto, inter-city or any of the other fast trains launched in the last decade.

Despite government assurance that lot of funds – both public and private – are being utilized to improve railways infrastructure, social media is flooded with passengers voicing complaints almost every day about the food served on board despite the option of ordering it from an outside source on some trains, the unhygienic way it is handled, including food trays being kept outside the lavatories/ outside wash basin near the exit doors even in high priced trains, the dirty toilets and lack of cleanliness.

Apart from safety, food, hygiene and punctuality issues, passengers in reserved AC compartments often face the problem of ticketless travelers not only occupying their berth with impunity but also harassing them. Following up on passenger complaints on several counts including safety, hygiene and stopping of senior citizen’s concession, LocalCircles has strived to gauge what are the difficulties being faced by citizens when they are travelling on one on the largest rail network in the world under a single authority. The survey received over 61,000 responses from citizens located in 378 districts of India. 62% respondents were men while 38% respondents were women. 42% respondents were from tier 1, 32% from tier 2 and 26% respondents were from tier 3, 4 and rural districts.

Safety, Timeliness, Concession Removal, Cleanliness and Food Quality are top issues with Railways that 1 in 2 train travelers are concerned about

The first survey question sought to know from railway travelers “what are all the areas where you are currently unhappy with Indian Railways based on your experience in the last 3 years?” Some among 13,854 passengers responded to the query indicated more than one problem area. Most complaints were about cleanliness and hygiene and concession removal. The data shows that 68% passengers are not happy with the cleanliness and hygiene in trains despite government push through PPP model to address this lacuna; 55% passengers have grouse about the government move to remove concessions at the onset of the COVID lockdown in March 2020 to curb unnecessary travel. While most concessions have been restored, senior citizens are still waiting to be restored in the categories of those being given rail travel concessions. Late running of trains or timeliness is another area of complaint indicated by 48% of respondents while 61% have complained about the quality of food served onboard trains; 22% have complaints about the ticketing / refund process; and 42% have concerns about safety on trains; 26% have indicated other services and amenities not listed; 19% has issues about emergency assistance; and 7% stated that they none of the listed issues. To sum up, Safety, Timeliness, Concession Removal, Cleanliness and Food Quality are top issues with Railways that 1 in 2 train travelers are concerned about.

Of those trains travelers who have safety concerns, 59% say they are concerned about derailment and track maintenance; 80% though are concerned about safety from anti-social elements onboard trains

During travel there are many issues that make for a safe journey including in the case of trains, where safety of a person can be compromised by the state of the tracks, coaches, management of trains, security and safety provisions, etc. The survey asked people who travel on trains, “What all have been your issues with safety in Indian Railways in the last 3 years?” Some among the 13,552 who responded to the question indicated more than one safety issue, with 80% of respondents indicating “safety from anti-social elements onboard trains”; 59% indicating “derailment” of coaches from tracks”; 59% indicated “track maintenance” which can not only slow down trains but also lead to accidents; 52% cited “signaling issues”; 42% stated “safety at railway stations”; 38% stated “collision with an incoming train”; and 31% stating “other safety issues” not mentioned. To sum up, among those trains travelers who have safety concerns, 59% say they are concerned about derailment and track maintenance; 80% though are concerned about safety from anti-social elements onboard trains.

68% of respondents have major issues with dirty toilets; 46% shared that they are unhappy about “no or rare cleaning during the course of the journey”

The Indian Railways has all the facilities at major stations for cleaning the trains at the end of a journey and before the start of a new journey. Unfortunately, with most trains running late there is no time or possibly no inclination to clean the berths, cabins or coaches. Similarly, from the state of the coaches, even in AC chair cars and sleepers, little or no maintenance work is carried out. Many times, it is shocking to see even the toilets have not been cleaned at the start of a journey even in high-speed trains Indian Railways would love to boast about. The survey asked train travelers, “What all have been your issues with cleanliness and hygiene in Indian Railways in the last 3 years?” Some among the 10,892 who responded to the question had more than one issues with 68% pointing to “dirty toilets” which persist despite installation of eco-friendly toilets on some of the major trains. Among other issues, 46% pointed to the “No or rare cleaning during the course of the journey”; 42% complained about “missing or full dustbins” with the result passengers find excuse to litter the compartment; 41% pointed to the problem of “pest and insects in coaches”; 36% complained about “dirty coaches”; 32% indicated “dirty linen in AC coaches”; 12% indicated to the “dirty pantry car” in most trains; despite huge sums being spent 12% of respondents have issue with “poorly maintained stations” and 14% of respondents referred to “other issues” not mentioned. To sum up, 68% of respondents have major issues with dirty toilets; 46% shared that they are unhappy about “no or rare cleaning during the course of the journey”.

Of those travelers who have issues with food served in Indian Railways, 55% say its poor quality; 48% say its taste and 30% have an issue with how it is unhygienically stored & distributed

On the food front, the survey asked railway travelers, “What all have been your issues with food quality in Indian Railways in the last three years”. A total of 11,788 responded to this query with some having more than one issue. Thus 55% indicated that the “food quality was poor” onboard the train. The data shows that while 55% found the food quality to be poor; 48% found the food taste also not up to expectations or “poor”; 20% of those surveyed felt the “food was stale”; 30% are upset that the “food was unhygienically stored/ distributed”; while 7% shared that they “fell sick” after consuming food served on board the train; while 9% had other issues with the food serviced onboard. In essence, among travelers who have issues with food served in trains by the Indian Railways, 55% say it’s of poor quality; 48% say it tastes bad and 30% have an issue with how it is unhygienically stored & distributed.

Of those travelers who have issues with timeliness of trains, 48% also believe that Indian Railways provides misleading information with actual arrival times being significantly different from expected arrival times

Focusing on the delay aspect, the survey asked railway travelers, “What all have been your issues with timeliness in Indian Railways in the last 3 years?” Some among 11,098 who responded to the question indicated more than one issue with 48% indicating that the railways are providing “misleading information i.e. Big difference between status shown/told and reality as far as arrival time”. The data shows that 48% have issues with “somewhat delayed trains”; 29% pointed to trains being “excessively delayed” for whatever reason; while 19% are upset about “delays due to VIPs”; and 13% have “other issues” on this count. In essence, Of those travelers who have issues with timeliness of trains, 48% also believe that Indian Railways provides misleading information with actual arrival times being significantly different from expected arrival times.

The Comptroller and Auditor General of India (CAG), the government auditor’s report released in December 2022 gives a pointer to why Indian Railways is moving off track on many counts. The latest review of train derailments between 2017-18 and 2020-21 by CAG has found deficiency in maintenance of tracks, deviation of track parameters beyond permissible limits and bad driving and over speeding. The audit report found a huge shortfall in inspection by Track Recording Cars (TRCs) in the range of 30% to 100%. The CAG report states that the inspection by TRCs is necessary for the objective assessment of the geometry and components of tracks. In the absence of this essential task, the CAG feels that the track machines remained idle for want of required traffic blocks by the operating departments, divisions not planning the blocks and operational issues. According to the report, the allotment of funds for track renewal works and the expenditure on high priority works from the rail Sanrakshan Kosh (RRSK) showed a declining trend during 2017-2020. “The funds allocated to track renewal works were also not fully utilised. There was incorrect booking of expenditure to RRSK to the tune of INR 48.21 crore. Out of 1,127 derailments during 2017-21, 289 derailments (26%) were linked to track renewals,” it said. The CAG report thus highlights two aspects: lack of proper maintenance of existing tracks leading to derailments and lacunae in proper usage of tracks leading to delays in the arrivals and departures of trains.

In summary, it is hoped that the government will make true its promise of upgrading and proper maintenance of the existing railway infrastructure and not push more funds into new projects without first ensuring that funds are used judiciously to stop further slide in the performance of existing trains. It is not to be missed that 1 in 2 train travelers are concerned about Safety, Timeliness, Concession Removal, Cleanliness and Food Quality catered by Indian Railways. On safety issues alone, the number of accidents in 2024 show that all is not well as despite talk of safety tools with the Indian Railways they keep happening.

The survey shows, 59% of respondents are concerned about derailment and track maintenance; 80% though are concerned about safety from anti-social elements onboard trains. Cleanliness and hygiene in trains and in railway stations is equally worrying. On this aspect, 68% of those surveyed feel strongly about the dirty toilets in trains as they never or are rarely cleaned during the journey. Among those travelers who have issues with food served by Indian Railways, 55% say it’s of poor quality; 48% say it tastes poor and 30% have an issue with how it is unhygienically stored & distributed.

On timeliness of trains, 48% believe that Indian Railways provides misleading information with actual arrival times being significantly different from expected arrival time. Looking at the survey outcome one wonders whether the safety, and “Swachh Bharat” campaign has missed the railways. Whatever be the case, it is time Indian Railways put its existing operations in order and not just focus on modernisation. So far partnership with the private sector, seen as the panacea for all public sector mishandling, has not worked to railway passengers’ comfort except in the case of inter-city trains or metros. Let’s not wait for bullet trains to showcase Indian Railways efficiency or safety. Every accident, whether reported or unreported, is a black mark on the railway system.

Survey Demographics

The survey received over 61,000 responses from citizens located in 378 districts of India. 62% respondents were men while 38% respondents were women. 42% respondents were from tier 1, 32% from tier 2 and 26% respondents were from tier 3, 4 and rural districts. The survey was conducted via LocalCircles platform, and all participants were validated citizens who had to be registered with LocalCircles to participate in this survey.