[Resolved]  Indian Railways — Indian Railway @ 139 - Ill informed Rep and rude(Retiring Room Booking)..

Address:

New Delhi, Delhi

Hi,

Today on 17th May, 2012, I booked to and fro ticket for Delhi-Jammu dated 25th May, 2012.
PNR#[protected], [protected]
I wanted to make sure I can have a couple of hours rest at jammu railway station retiring room and freshen up. Since I am going with the family I din't want to take any chances. I got to know on the internet that now advance booking of retiring rooms is possible, hence I called up Railway Enquiry/Call Centre @ 139.
At first my call was picked up by the rep Manoj. He asked what is it he can help with. I explained him the above and asked for help on how to proceed with advance booking retiring room at Jammu.
Manoj, said he will transfer the call to his supervisor..and I started hearing Railway waiting message..
After a wait 5-6 minutes, another guy named Mustafa came online ..and without even telling his name, he asked "what's the issue". I had to ask for his name. I again explained him and requested for any information on the same.
He bluntly said, we don't have any such information. you only need to go to the railway station to find out such details. I told him that you guys should at least provide the basic information about it. When I asked him if I go to the Delhi Railway Station, would this be ok..then he said I am not sure you may have to go to Delhi or Jammu Railway station. I told him, that you are the supervisor and you should at least guide the user in the right direction. Now he said, you have to go to Jammu next week, there is no way you can book retiring room now. Why do you want to book it now. You can go to Jammu and book it. This is not possible. I was aghast. I told him that Railways allow to book for a ticket 4 months in advance then of course the user would need to book for the retiring room on the same day on which he is travelling. And how is this not possible. Any way retiring room bookings are fully (like the travel tickets). He was just saying no it's not possible..it's first come first serve..I told him that this information is published in the leading newspapers that advance retiring room booking is now possible and you are saying not. Finally I asked him, how can I give my complaint/appreciation about the service you provided me.. he said "you want to complain". I told whatever it is, complaint or appreciation, what's the means to do it.. he said I will transfer your call.. I started hearing a ringing phone ..and nobody picked up for more than 5 minutes..Disgusted, I dropped the phone.
Note :
i)Why does railway not make sure that his reps are educated enough on the services provided by Railways.
ii)Mustafa was very rude and he was questioning me that why would anybody want to book retiring room in advance. He also commented it's not possible. He should have had the right information and he should had tried to at least get the right info. Most importantly He doesn't suit for the Customer Care.
iii) He mislead when I asked for how can I give my feedback-complaint/appreciation. My call wasn't transferred properly.