Indian Railways has unveiled a comprehensive roadmap to improve passenger conduct and dramatically reduce linen theft across its AC coaches. The strategy blends human‑focused counseling of bed‑roll attendants with high‑tech tools such as coach‑installed CCTV cameras and the “Coach Mitra” mobile application, which tracks boarding and de‑boarding in real time.

Background and Scale of the Problem

Responses to Right‑to‑Information (RTI) queries reveal that between 2022 and May 2026, a staggering 1.27 crore linen items—including blankets, pillows, pillow‑covers, bedsheets and towels—were reported missing across 54 divisions of 16 railway zones. The financial loss is recovered from contractors’ invoices, who in turn recoup the amount from the bed‑roll attendants deployed in the coaches, creating a chain of liability that strains both budgets and passenger experience.

Core Interventions

The first line of defense is intensive counseling of bed‑roll attendants. They are instructed to stay vigilant, monitor linen distribution closely, collect used items well before the train reaches its destination, and undergo regular sensitisation drives. In September 2015, the Railway Board directed all zone General Managers to ask passengers to surrender used linen at least 30 minutes before de‑boarding, and to keep a watch on repeat offenders.

On the technology front, several divisions have installed CCTV cameras inside coaches and rolled out the Coach Mitra app. The app enables attendants to log the exact moment a passenger boards or alights and to record issuance and collection of linen items digitally. The Bikaner division of North Western Railway, which reported the highest theft rates, credits the app with a noticeable dip in incidents.

Legal and Disciplinary Measures

Under the Railway Property (Unlawful Possession) Act, theft of towels, bedsheets or blankets is a non‑bailable offence. The Bhusaval Railway Protection Force (RPF) has been instructed to conduct lawful searches of suspicious luggage and to increase night‑train patrols and surprise inspections. Other divisions have instituted police verification of contractor staff, assigned one attendant per coach for dedicated linen monitoring, and printed clear instructions on linen packets urging passengers to return used items 30 minutes before journey’s end.

Looking Ahead

By integrating human vigilance with digital oversight and strict penalties, Indian Railways hopes to restore trust and protect public assets. If the model proves effective, it could serve as a template for other public‑service sectors seeking to curb internal theft while enhancing customer experience.