Thursday, June 26, 2025
In June 2025, passengers aboard the Delhi-bound Vande Bharat Express (train 22415) were met with an unexpected issue when water began leaking from the roof of coach C7. The incident, which took place during the journey from Varanasi to Delhi, resulted in several passengers, including Darshil Mishra, a final-year physiotherapy student, being drenched in water. Despite the unexpected nature of the issue, the response from the onboard staff and the railway authorities left much to be desired, prompting widespread criticism from the public.
The Onboard Incident: Water Leak and Discomfort for Passengers
The situation quickly escalated as water started dripping from the ceiling of coach C7. As the train continued its journey, passengers began to experience an uncomfortable environment due to the ongoing water leak. To address the issue, the onboard staff made the decision to switch off the air conditioning in the coach, which was aimed at preventing further accumulation of water from the air conditioning system. However, this action only worsened the situation for the remaining passengers, who were left in a humid and uncomfortable environment for the rest of the journey.
For passengers like Darshil Mishra, the experience was particularly frustrating, as he was not only soaked by the leaking water but also faced inadequate support from the train staff. As a final-year physiotherapy student, Mishra’s discomfort was compounded by the lack of a proper response to his concerns.
Dismissive Response from Train Staff: Passengers Left to “Adjust”
Upon raising the issue with the train staff, passengers, including Mishra, were reportedly met with a dismissive response. The staff, instead of offering a solution or showing empathy, advised the passengers to simply “adjust kariye” (just adjust). This unhelpful and patronizing remark from the staff further heightened the frustration of the passengers, who were left feeling unsupported during an already uncomfortable journey.
Attempts to Contact Railway Authorities: No Immediate Action Taken
Realizing that the situation was not being addressed in a satisfactory manner, Darshil Mishra attempted to escalate the issue by reaching out to the Divisional Railway Manager (DRM) Lucknow via social media platforms. Despite his efforts, no immediate response or action was taken by the railway authorities. The passengers were left to endure the discomfort for the rest of the journey, with no official intervention to resolve the issue or provide any assistance.
Viral Video and Public Outcry: The Incident Gains Attention
The incident did not go unnoticed. Mishra, in an attempt to raise awareness of the issue, captured the water leakage incident on video, which he shared on social media platforms. The video quickly went viral, drawing widespread criticism from the public. Viewers expressed their disappointment not only with the maintenance lapse that caused the water leakage but also with the poor customer service and lack of response from railway authorities. The video served as a reminder of the growing concerns surrounding the quality of service on premium trains like the Vande Bharat Express, which is marketed as a symbol of modern rail travel in India.
Northern Railway’s Internal Investigation: Maintenance Lapse Identified
Following the viral outcry, the Northern Railway took swift action by conducting an internal investigation into the matter. The investigation revealed that the cause of the water leakage was a choked drain hole in the air conditioning system’s drip tray beneath the cooling coil. The blockage in the drainage system had caused water to accumulate and leak into the coach.
The investigation further concluded that the maintenance lapse had occurred due to inadequate upkeep during routine maintenance checks. This oversight had allowed the air conditioning system to malfunction, resulting in the water leakage that disrupted the journey for passengers aboard the Vande Bharat Express. The failure to address the maintenance issue in a timely manner not only inconvenienced passengers but also raised questions about the overall upkeep of the premium service.
Consequences: Senior Engineer Suspended for Maintenance Failure
As a result of the findings from the investigation, V S Galhot, a senior section engineer based in Varanasi, was suspended for failing to ensure proper drainage of condensate water during routine maintenance of the air conditioning system. The suspension was a direct consequence of his inability to carry out the necessary checks and maintenance required to ensure the smooth functioning of the train’s air conditioning system. This action reflected the railway’s attempt to hold personnel accountable for their oversight and reinforce the importance of rigorous maintenance procedures on such high-profile trains.
The Need for Stringent Maintenance Protocols
This incident has brought to the forefront the importance of stringent maintenance protocols and regular checks for the Vande Bharat Express, which is intended to showcase the best of Indian rail travel. While the train is marketed as a symbol of modernity, capable of offering high-end travel experiences, this incident has raised concerns about the adequacy of its upkeep. Premium services like the Vande Bharat Express need to meet the highest standards of safety and comfort, especially when it comes to customer satisfaction.
The water leakage issue on train 22415 has cast a shadow over the reputation of the Vande Bharat Express and calls into question the railway’s ability to provide consistent service quality. Passengers are increasingly looking for not only comfort and convenience but also reliable and well-maintained infrastructure. The recent incident highlights the need for continuous monitoring and improvement to meet these expectations.
Customer Service and Responsiveness: A Call for Improvement
Beyond the maintenance concerns, the customer service response was also heavily criticized. Passengers expect immediate assistance and respect when they encounter issues during their journey. The dismissive response from the train staff and the lack of action from railway authorities are aspects of the travel experience that need urgent attention. Effective communication, proactive problem-solving, and empathetic customer service are essential to ensuring that passengers feel valued and supported.
The incident serves as a reminder of the importance of investing in human resources to provide high-quality service on board premium services like the Vande Bharat Express. Customer service training for staff should be prioritized to ensure that passengers’ concerns are addressed promptly and professionally.
Conclusion: Raising Standards for India’s Premium Train Services
The Vande Bharat Express incident has underscored the need for the Indian Railways to raise the bar when it comes to both maintenance standards and customer service on its premium trains. As the train is intended to be a flagship model for modern travel, it must meet the highest standards of operational efficiency, comfort, and responsiveness.
By improving maintenance procedures, training staff effectively, and ensuring better customer support, the Indian Railways can continue to enhance the Vande Bharat Express’s reputation as a symbol of high-speed, high-quality rail travel. The incident, while unfortunate, provides an opportunity for the railways to reflect on their practices and make the necessary changes to ensure a better experience for future passengers.
