Callousness in Madurai junction A bitter experience

Dear Sir,

             Re: The small lapse at Madurai Jn which can land the travelers in serious trouble.

Myself and my mrs both senior citizens traveled from Madurai to Yeswantapur by train Chalukya express bearing No 11022 on the 15^th of this month. The experience that we had in the station Madurai Jn a pilgrimage center attracting people from all over the country and abroad is something miserable and totally avoidable had the staff on duty at the station been a little committed and considerate to travelers. Though we reached the Railway Station at 4 .45 Pm and were waiting in the AC waiting room from 4.45 to 5.10, there was no display  or announcement of the details of trains coming and going, platform numbers, position of coaches etc as is the  practice meticulously  followed  in all major junctions. Expecting a confusion and we being a bit old to move in the last minute searching the platform and the coach etc, we made some enquiry with the DUTY Station Manager, about the platform in which generally the Chalukya express is received. As informed by him  we moved to the rear end of the platform 1 and we were waiting for the announcement of the arrival of the train. Two or three trains came during the period of which one  intercity was received in platform 1. There was no announcement prior to the arrival of the train or display to that effect. We had our anxiety and we made enquiries with some staff who were in uniform about Chalukya express  at around 5.45PM as the scheduled departure time of this express was 5.30 PM. At around 5.45 PM a train arrived with some boards indicating the train number 11021and some other numbers as we could not propery make out. The names indicated on the boards were Dadar, Tirunelvi and some name starting with S. Since there was absolutely no announcement of the delay in the departure of the train, and the train that arrived at 5.45PM  had  different names and numbers without any indication that the Train was chalukya Express and going via Yeswntapur, we had our anxious moments and I had to rush to the Duty Station Manager to confirm about our train to Yeswantapur. Immediate came the reply that the train standing in the platform and about to depart was the train for Yeswantapur. I had hardly any time to call my mrs who was standing with the luggage far away from the AC coach. She in her own way made some enquiries with some official who was the same person with whom we had made some enquiries and he was surprised to see her standing with the luggage without boarding the train. He advised her to rush to the AC coach and with great difficulty she carried the whole luggage to the AC Coach. I had to run helter -skelter searching her. Luckily we had separate mobiles and she phoned me up to come to the AC coach.

Since the AC coach was just in front of the office of the DUTY Station Manger I expressed   my anger at him for his and other staff failure in making proper announcement which helps a lot to the passengers Instead of being apologetic for his negligence and failure of responsibility he was arguing and defending without understanding the seriousness, the small lapse and casual approach could have caused to passengers. Luckily we could board the train or else. we would have got stranded in Madurai a place where we have no one to depend upon.  I had to insist and get his name as he was trying to hide the badge He is Mr V. Perumal. The cabin of the Station Superintendent was found closed and I hardly got the time to enquire about his whereabouts to register my complaint then and there. Had we missed the train I would not have spared the railway staff and I would have taken up with the Consumer forum for heavy compensation as the reservation was done months ahead and I had to find alternatives for my continuance of journey which may be indefinite costing my pocket heavily for accommodation, conveyance and travel.    

The whole incident could have been averted, had the operating staff as a team taken care of these small   lapses and avoided the inconveniences to the passengers.  Travelers include old people, sick persons, immobile and handicapped people depending on stretches, family with small kids and children and their conveniences should be the utmost concern of the staff operating in stations. They are all paid for that and they have certain duties and responsibilities to the traveling public, the organization they serve and their own families. An incognito visit by some supervisory staff to Madurai Railway station can make the things clear provided   they report what exactly happens in station without any bias or favour. It is not a great obligation from staff but it is only a consideration they extend to their co citizens, their own families, friends and relatives.

Hope this will be taken as a suggestion and not as a complaint to initiate some action to serve the public better and improve the image of the Madurai Jn in particular and Indian Railways in General. A one line reply from your office will confirm that action will be contemplated and public can expect a better service.

Thanking you,

( This feed back was sent to Indian Railways on the 16th of February)