In a major push to upgrade services for the massive influx of pilgrims expected during the Magh Mela in 2026, the Prayagraj Division of the North Central Railway (NCR) has initiated a comprehensive training drive for its frontline employees. The initiative places a strong emphasis on improving staff behaviour, responsiveness, and overall passenger care during one of the world's largest religious gatherings.
Holistic Training for Frontline Staff
Recognising that infrastructure alone is insufficient, the railway division is focusing on the humane element of passenger service. Since December 22, training programmes have been conducted at the divisional headquarters auditorium in Prayagraj. Amit Kumar Singh, the Public Relations Officer (PRO) for the Prayagraj Division, NCR, stated that the goal is to equip staff with essential skills to ensure a smooth and safe travel experience.
The training is designed for employees from a wide array of departments who interact directly with the public. This includes staff from commercial, electrical, signal and telecommunications, security, and personnel departments, as well as members of the Railway Protection Force (RPF) and Government Railway Police (GRP). Their preparedness is considered critical for managing the anticipated surge in passenger footfall.
Sharpening Soft Skills and Crisis Response
The curriculum of the training programme is multifaceted, blending hard skills with essential soft skills. Employees are being trained in firefighting and basic medical response, crucial for emergency situations during the mela. A significant portion of the training is dedicated to soft skills and professional conduct.
During these sessions, staff and volunteers receive detailed briefings on:
- Personal appearance and positive body language.
- Effective communication techniques.
- The correct approach for interacting with passengers, with special emphasis on listening patiently to problems.
- Responding politely and devising quick, effective solutions.
- Self-motivation and maintaining composure during peak hours.
- Making timely decisions under pressure.
Mastering Logistics and Crowd Management
Beyond interpersonal skills, the training ensures operational efficiency. Participants are being familiarised with the detailed movement plan for stations in the Magh Mela area and the geographical layout of key railway stations that will cater to the fair. This knowledge is expected to empower staff to guide passengers more efficiently and manage crowd movement effectively, preventing bottlenecks and confusion.
The proactive steps taken by the North Central Railway highlight a shift towards a more passenger-centric approach for major events. By investing in the training and sensitisation of its frontline workforce ahead of the Magh Mela 2026, the division aims to create a more supportive, safe, and pleasant travel environment for the millions of devotees converging in Prayagraj.
