Overhead Wire Breakdown Near Palghar Severely Disrupts Western Railway Services, Passengers Stranded for Over 6 Hours without any support; Raises Ethical and Operational Concerns

Mumbai, 20th June 2025 – Thousands of commuters faced severe disruption and immense frustration yesterday as an overhead wire breakdown near Palghar station crippled Western Railway services for more than six hours. The incident, which occurred on Friday, 20th June 2025, led to widespread delays for trains travelling from Mumbai to Gujarat, Madhya Pradesh, Delhi, and other states, with many services running over six hours behind schedule. The incident has brought to light significant concerns regarding the management and communication protocols of Western Railway. Passengers reported a complete lack of timely updates and clear communication from railway authorities, leaving them stranded and increasingly anxious.

Adding to the commuters' distress, allegations have emerged of the railway department employing questionable tactics to circumvent refund policies. Numerous passengers claimed that trains were deliberately departed from their originating stations significantly earlier (in some cases, nearly three hours ahead of schedule) only to be halted at the very next station, often within 10-15 kilometres, for an extended period of two to three hours. This alleged strategy effectively nullifies passengers' eligibility for a full refund, as current regulations stipulate a full refund only if a train is delayed by more than three hours from its scheduled departure from the originating station.

A statement from the Borivali station manager, offering "smart updates" that trains would resume in 45 to 60 minutes from 7:00 PM onwards, further exacerbated the situation. Passengers, holding onto false hope, continued to wait, only to face prolonged delays. Critics suggest this was a deliberate tactic to avoid issuing full refunds, as updating all passengers about the true extent of the delay would have legally obliged the railway to do so.

The unethical treatment extended to passengers beyond the refund policy. After three hours of delay, many reported being harassed by railway staff who refused to allow ticket cancellations or changes, further trapping them in an already dire situation. Moreover, IRCTC booking charges, a standard fee levied at the time of booking, were reportedly non-refundable regardless of the train's delay or cancellation, raising questions about accountability and profit motives of private entities involved.

The chaotic situation also highlighted the appalling state of passenger amenities. Waiting rooms at Borivali station, meant to offer some respite, were reportedly chargeable. Passengers, already inconvenienced by the breakdown and indefinite delays, were compelled to pay a Rs. 50 entry deposit for AC waiting rooms, with additional charges for washroom access (Rs. 20), mobile charging (Rs. 10), laptop charging (Rs. 30), seating for children aged 5-12 (Rs. 5), toilet facilities (Rs. 10), recliner chairs (Rs. 100), and even luggage storage (Rs. 50 per bag). This profit-driven approach, amidst a crisis caused by apparent lack of maintenance, left thousands of citizens sitting on platforms without basic facilities like clean washrooms and drinking water, raising serious ethical concerns.

The incident has sparked widespread public outcry, prompting fundamental questions about ethics, values, and principles within the Indian railway system. Calls for greater ownership and accountability from railway management are intensifying. The current refund policy, which seemingly disadvantages passengers, is under scrutiny, with many questionings why a full refund is only offered after a three-hour delay, especially when trains themselves do not wait for passengers.

Citizens are demanding that the law be reformed to reflect a fairer balance between the railway's operational challenges and passenger rights. Proposals include imposing fines or penalties on the railway for delays exceeding 30-45 minutes and revising the full refund policy. Some suggest that for delays exceeding three hours, the railway should be obligated to refund three times the ticket amount or provide hotel accommodation.

In light of these egregious failings, there is a strong appeal to the President and Prime Minister of India to experience railway travel as ordinary citizens, to truly comprehend the hardships faced by the populace and to initiate much-needed reforms for a more passenger-centric and accountable railway system. The time and convenience of over 8,000 to 10,000 Indian citizens were wasted due to this breakdown, underlining the urgent need for a shift from a "fraud and manipulation mindset" to one of proper maintenance and transparent, real-time communication. Passengers are left with a sobering truth: the journey is not only about the trains we build, but the values we carry with them.

As India aspires to world-class infrastructure, the moral foundation of public service — dignity, accountability, and fairness — must not be left behind.