Western Railway launches apps to detect fake tickets, passenger complaints on Mumbai local trains

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The Western Railway (WR) has developed two mobile applications to enhance the efficiency of ticket checking and customer service on long-distance trains.

The first app, according to a One India report, currently in the beta testing phase, is designed to assist ticket-checking staff in verifying the tickets.

By scanning details such as the UTS number, mobile number, and other ticket information, the app cross-references the data with the railway's system.

The app will detect fake tickets as there have been multiple instances of passengers using fake QR codes to generate fraudulent tickets, particularly during peak hours.

According to a WR official, "Ticket-checking staff have been instructed to download the app on their mobile phones. The implementation is being done in batches, along with training sessions. This will help in identifying passengers traveling with fake mobile tickets, which was otherwise difficult to detect."

The second app is designed to resolve passenger complaints. Currently, passengers have to report complaints via the 139 helpline or the Rail Madad app. Through the new app, the ticket supervisor of each long-distance train will have direct access to contact details for staff responsible for handling specific complaints.

The chief ticket inspector or train captain will be the primary contact point for resolving issues such as unclean toilets, water leakage, soiled linen, and food or air conditioning problems.

The train captain will be able to access important contact numbers through the app.

In addition to streamlining passenger complaints, the app system will allow both the train captain and the rail control room to have access to the details of on-board staff. This means even TTEs boarding at later stations will be able to access this information and take immediate action if needed.

The new app has already been implemented on premium trains such as Vande Bharat, Rajdhani, and Shatabdi.

Through the initiative, the performance of contractual staff involved in services like cleaning, catering, and providing linens on long-distance trains can also be monitored.

The Western Railway through these mobile apps is trying to enhance passenger safety, control ticket fraud, and offer an efficient travel experience.