Mumbai Local Train Services: WR Launches Apps To Detect Fake Tickets & Speed Up Complaints

To tackle the issue of fake tickets and ensure faster resolution of passenger complaints, engineers of Western Railway (WR) have developed two internal mobile applications for ticket-checking staff, according to a Hindustan Times (HT) report. These apps aim to improve ticket verification and complaint redressal on long-distance trains.

The first app, currently in the beta testing phase, allows ticket checkers to scan the UTS number, mobile phone number, and other ticket details. This information is then matched with the railways' system to verify authenticity. In the past, some commuters have misused fake QR codes to generate fraudulent tickets, especially during peak hours when ticket checkers find it difficult to verify every ticket thoroughly. The new app will help detect such fake tickets and identify ticketless travellers more effectively.

"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," said a WR official, as per the same report. "This will help in identifying passengers travelling with fake mobile tickets, which is otherwise difficult to detect."

The second app aims to speed up the resolution of passenger complaints. Currently, passengers raise concerns via the 139 helpline or the Rail Madad app, which may take time to process. With the new system, the ticket supervisor of each long-distance train will have access to contact numbers of staff responsible for handling various complaints. This will enable direct communication and quicker action.

Each long-distance train has a chief ticket inspector or train captain responsible for passenger welfare. The new app will help address issues such as unclean toilets, water leakage, soiled linen, and problems with food or air conditioning more efficiently. The train captain will serve as the main contact point for complaints, ensuring a streamlined approach to problem-solving.

Important contact numbers will be stored in the handheld device through the app. According to the latest orders from the Railway Board, the train captain must log the names and contact numbers of all onboard staff at the start of the journey.

"This system will ensure that both the train captain and the rail control room have access to staff details. Even TTEs boarding at later stations in different coaches will be able to access this information. In case of a complaint, the concerned staff can be alerted immediately, avoiding delays," explained a WR official, the same report added.

Traditionally, passengers report complaints to the TTE, but with the introduction of services like the Rail Madad app and 139 helpline, digital reporting has become more common. However, these methods often require passengers to provide details such as PNR numbers, contact information, and train locations, which may lead to errors. The new app simplifies this process and has already been introduced in premium trains like Vande Bharat, Rajdhani, and Shatabdi. Sources suggest this will also help monitor the work of contractual staff responsible for cleaning, catering, and providing linen on long-distance trains.

With these two apps, Western Railway aims to enhance passenger safety, reduce ticket fraud, and ensure a more efficient travel experience for all passengers.