The license of a porter at Delhi’s Hazrat Nizamuddin railway station was revoked after he charged a scandalous sum of Rs 10,000 from a non-resident Indian (NRI) passenger for providing wheelchair assistance and handling luggage. The incident, which took place on December 28, attracted public attention when the passenger’s daughter Payel lodged a formal complaint with the railways. She discovered that wheelchair assistance at train stations is a free service, prompting authorities to act quickly.
Following an investigation, the railways took prompt action, ensuring that the bearer returned ₹9,000 to the affected family and revoked his badge permanently. Northern Railways has reiterated its commitment to passenger welfare, emphasizing a “zero tolerance policy” towards such misconduct.
Payel, originally from Gujarat currently residing in London, was traveling with her parents, Ritesh and Sandhya, and husband, Samuel. The family arrived in Delhi on December 21 and planned to visit Agra on December 28. At Hazrat Nizamuddin railway station, the porter demanded Rs 10,000 to help Payel’s elderly father, Ritesh, with a wheelchair and carry their luggage to the platform.
During their tour of Agra, which included a visit to the Taj Mahal, Payel discussed the incident with Anil Sharma, secretary of the Prepaid Auto Taxi Drivers’ Union. Sharma informed her that wheelchair assistance at railway stations is a free service and porters are only allowed to charge a nominal fee for additional duties.
Concerned by this revelation, Payel and her husband reported the incident to the Government Railway Police (GRP) at Agra Cantt station. Acting quickly, the GRP coordinated with its counterparts at Hazrat Nizamuddin Station to investigate the matter. CCTV footage helped identify the bearer, who was then asked to refund ₹9,000 to the family.
Northern Railways quickly resolved the issue by permanently revoking the porter’s badge as a disciplinary measure. In a statement, the Delhi Divisional Railway Manager (DRM) expressed regret over the matter, reaffirming the Railways’ commitment towards the safety and convenience of passengers.
“This incident tarnishes the image of the railways and erodes passenger confidence. We have a zero tolerance policy for such misconduct and will take strict action against those found guilty,” the DRM said.
The Railways has also encouraged passengers to immediately report their grievances by contacting helpline number 139, thereby ensuring speedy resolution of such issues.
The railway administration reiterated its commitment to passenger welfare and urged travelers to remain vigilant in the face of such occurrences. “We urge all passengers to report any issues immediately, which will enable us to resolve them quickly and maintain their trust in us,” the DRM stressed.
