Indian Railways — no information or facilities

Last night on november 5, 2017, the travel to dehradun from delhi by jan shatabdi express was a real nightmare. It took almost 12 hours to reach, of which about 7 hours from roorkee and 4 hrs from haridwar.
Nobody knew what was happening as there was public announcement or any word from crew. No food on train. Children were crying. And on reaching dehradun, everyone had to pay several times the fare to autorickshaw s and taxis.
The railways support and comfort with information on mysterious delay was missing.