Teams of railway staff, including Railway Protection Force (RPF) constables, ticket checkers and all front-line employees who represent the face of the Railways and interact with commuters daily, underwent an eye-opening experience by being blindfolded and guided to understand the challenges visually impaired individuals encounter while travelling on Mumbai’s local trains and navigating railway stations.

“The Mumbai division of Central Railway (CR) collaborated with Xavier’s Resource Centre for Visually Challenged (XRCVC) to provide training for railway staff and conduct sensitivity training for frontline personnel in the commercial department. Resource persons from XRCVC led interactive training sessions for train ticket checkers (TC) and RPF personnel, aiming to assist visually challenged passengers with effectiveness and empathy. This training is conducted on a pro bono basis,” stated a spokesperson from the CR Mumbai division.

The training aimed to offer staff insight into the difficulties faced by visually challenged individuals and equip them with ways to assist passengers with disabilities with respect and dignity. Blindfolded exercises were conducted to enable staff to better empathise with the experiences of those with visual impairments. 

“The resource persons, one of whom is visually impaired, effectively engaged the staff, receiving positive feedback. By enhancing the understanding and responsiveness of front-line staff, it is anticipated that the overall travel experience for passengers with disabilities will be improved,” she further explained.

Disability specialist Ketan Kothari played a key role as a resource person, shedding light on the challenges confronted by visually impaired passengers and sensitising railway staff on how to handle and resolve their issues tactfully. Interactive exercises were employed to train the staff effectively.

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