passenger expectations & Indian Railways mcqs

12 mcqs

1. Passengers and their Expectations

2. Who is Passenger? One who is desirous to travel Prefers a suitable mode of transport- bus, train, ship, plane Willing to pay He is travelling, not driving Expects certain services, amenities

3. Passenger’s Expectation Safety Reliability- timing, services etc Affordability Hassle free boarding/deboarding On board assistance Ambience (neat and clean, hygienic) Pleasant journey(peaceful coach, co-passengers) Grievance Redressal mechanism

4. Safe Journey Passenger chooses a mode of transport which seems to him/her safest option available. Expects to have a safe and peaceful journey Reach the destination safely Prefers to repeat the same mode of transport followed by a memorable/comfortable journey experience

5. Reliability of Services The mode of transport needs to have reliable and credible brand image The timings should be reasonable and convenient The advertised timings should be complied with the utmost seriousness The punctuality should be sacrosanct, and passenger should be able to plan connecting services without any inconvenience or failure In case of any deviation in timings, alternative arrangements should be in place

6. Affordability Prices should be reasonable It should be able to match the desired amenities It should be affordable duly considering all the factors

7. Hassle Free Boarding/Deboarding Approach road to station should be convenient and congestion free Real time information to be available Passenger Guidance System should be available and foolproof Passenger interface points to be capable enough to address queries and grievances, if any Effective communication and Public Address System Ambience at the platform, waiting hall should make one feel safe and comfortable

8. Hassle Free Boarding/Deboarding Rest Rooms to be neat and clean Eateries to be neat, hygienic. Prices of food /beverages to be affordable Quality and quantity of food to be appropriate Menu to be all inclusive considering the diversity of the nation Porters and trolleys Wheelchair, stretchers At the station, the boarding procedure should be seamless

9. On Board Assistance Demarcation of accommodation Legible signages Passenger guidance Food/beverages Medical assistance Security staff CCTV Baby care support-diaper changing ports etc Divyangjan friendly facilities

10. Pleasant Journey Experience Neat and clean coach/berth/space Better riding index Low noise/no noise travel Precautionary food/healthy food options Hygienic Linen Pleasant ambience Peaceful atmosphere Entertainment Wi Fi

11. Grievance Redressal Mechanism Despite best amenities failures can occur Feedback system should be available Grievance redressal mechanism to be in place It should be well publicised Easy to use/access Complaint tracking should be possible

12. Hassle free Boarding/Deboarding Divyangjan friendly facilities should be available Each train must have at least one such coach in formation Such facilities should be conceptualised and implemented for all types of limitations like audio visual , orthopadic etc.

13. What is experience

14. Thank you