A non-resident Indian (NRI) passenger is charged Rs. 10,000, the license of a porter at Delhi Hazrat Nizamuddin Railway Station was cancelled. The incident, which took place on December 28, came to public attention when the passenger's daughter, Payal, filed a formal complaint with the railway department. She found wheelchair support at railway stations to be a complementary service, prompting authorities to take swift action.
After an investigation, the railway employee returned Rs 9,000 to the bereaved family and took swift action assuring that his badge would be permanently cancelled. Northern Railway reiterated its commitment to passenger welfare, stressing a “zero-tolerance policy” towards such misconduct.
Payal, a native of Gujarat who currently resides in London, was traveling with her parents Ritesh and Sandhya and her husband Samuel. The family planned to arrive in Delhi on December 21 and reach Agra on December 28. At Hazrat Nizamuddin station, the porter demanded Rs 10,000 to get Payal's elderly father Ritesh a wheelchair and transport their luggage to the platform.
During their visit to Agra, which included a visit to the Taj Mahal, Payal discussed the incident with Anil Sharma, secretary of the Prepaid Auto Taxi Drivers Association. Sharma informed her that wheelchair assistance at railway stations is a complimentary service and porters are only allowed to charge nominal fees for additional work.
Alarmed by the revelation, Payal and her husband reported the incident to the Government Railway Police (GRP) at Agra Cantt station. Acting swiftly, the GRP coordinated with their counterparts at Hazrat Nizamuddin station to investigate the matter. CCTV footage helped identify the porter, who was later directed to repay Rs 9,000 to the family.
The Northern Railway issue was promptly resolved by permanently revoking Porter's badge as a disciplinary measure. In a statement, the Divisional Railway Manager (DRM), Delhi expressed regret over the matter, reaffirming the Railways' commitment to passenger safety and convenience.
“This incident tarnishes the image of the railways and undermines passenger confidence. We have a zero tolerance policy for such misconduct and strict action will be taken against the culprits,” DRM said.
Railway passengers were encouraged to report their grievances immediately by calling the helpline number 139 to ensure speedy redressal of such issues.
The railway administration reiterated its commitment to passenger welfare and urged travelers to be vigilant in such incidents. “We request all passengers to report any issues immediately so that we can resolve them promptly and confirm the trust they have placed in us,” the DRM emphasized.