As Indian Railways accelerates digitally, passenger rights must stay on track.
Indian Railways has decided to eliminate the option to change the Date of Journey (DOJ) for tickets booked at counters. This decision has drawn a lot of criticism. Although it aims to modernize digitally, it raises issues about accessibility, fairness, and the rights of offline passengers, especially seniors and rural travelers. These groups now face higher costs and less flexibility.
In Depth View: Digital Transformation vs Passenger Rights
Indian Railways' push for digital upgrades has led to the removal of a long-standing feature: the ability to change the Date of Journey for reserved tickets bought at counters. This change happened without consulting the public and has mainly affected passengers who rely on offline services.
What Changed and Why?
- Old System: Passengers could change the DOJ at counters before the train's departure.
- New Rule: DOJ modifications are no longer allowed for counter bookings.
- Railways' Justification: To standardize processes and prevent fraud.
Who’s Affected Most?
- Senior Citizens: Often less familiar with technology and dependent on physical counters.
- Rural Travelers: Have limited internet access and digital skills.
- Low-Income Groups: Rebooking online may lead to higher costs and confusion.
Insights & Breakdown
Systemic Oversight
This decision illustrates a larger problem in digital governance. Efficiency improvements often overlook the need for inclusivity. By removing the flexibility to change DOJ, Indian Railways has unintentionally harmed passengers who are not digitally savvy.
Lack of Consultation
There was no public discussion before this change. Passenger groups argue it goes against the spirit of making services accessible and transparent.
Modernization without Marginalization
Modernization should improve access, not limit it. A balanced approach that keeps important offline services is essential for fair public transport.
Key Takeaways
- The removal of the DOJ change option for counter tickets has raised concerns about accessibility.
- This decision shows a disconnect between digital policy and real-life situations.
- Passenger groups are calling for the restoration of DOJ flexibility for those who cannot use online services.
- Indian Railways needs to find a way to balance modernization with providing inclusive service.