Bangladesh Railway Complaint Online — All Official Ways to Complain

A deducted payment with no ticket, a refund that never came, or a man near the counter selling “confirmed” seats at double price most railway complaints in Bangladesh start with one of these, and most go nowhere simply because they were sent to the wrong place.

This guide puts every working complaint channel in one place: the hotline, the official e-ticket email, the Guard and station master, the railway police, and the government’s grievance system for a complaint that stalls. Pick your problem from the table below and go straight to the right door.

Bangladesh Railway Complaint Online

First, one honest fact that saves an hour of searching: Bangladesh Railway has no single online complaint form. There is no complaint page on the e-ticket website where you fill a form and press submit. “Online” complaining here means three real routes email, the government GRS portal, and the Railway Police Online GD app backed by the 131 hotline. Anyone who shows you a different “complaint form” and asks for your password or OTP is not the railway.

Quick Answer: Every Complaint Channel at a Glance

Which Channel for Which Problem

Complain About an E-Ticket or Rail Sheba Problem by Email

The e-ticket terms carry a rule most passengers never read: for a concern or grievance about a ticket bought on the e-ticket website or the Rail Sheba app, you should notify Bangladesh Railway within 2 hours, by email with the e-ticket details, to [email protected].

That 2-hour window sounds harsh, and later emails do still get answered but write early, while the booking is fresh in the system. The same inbox handles:

• Login problems and OTP errors
• Booking errors, wrong seat, or a duplicate booking
• A passenger name typed wrong
• Questions about a specific e-ticket or journey date

Attach the ticket copy, mention your registered mobile number, and name the train, the journey date and the ticket/PNR details you have.

Money Deducted but No Ticket Issued

This is the complaint passengers make most. You paid, the balance dropped, and no ticket appeared.

1. Open Purchase History in your account first often the ticket is there and only the email or SMS went missing.
2. If there is genuinely no ticket, save the transaction ID and a payment screenshot. Do not pay again in a panic.
3. A payment that was charged but never confirmed by the gateway normally returns on its own.
4. If it does not, contact the payment provider as well:

Refund Not Received the 8 Working Day Rule

Cancelling is done from Purchase History. Two limits matter before you complain:

• A ticket already printed at a counter can only be refunded at a station counter.
• A counter ticket is refunded at the departure station’s refund counter.
• The money returns to the original payment method, and the Tk 20 per seat online service charge is non-refundable.

The complaint point is timing. The official e-ticket terms say:

• If a refund for an unsuccessful purchase has not reached you within 8 working days, send a complaint email to [email protected] with the details of the issue.
• A reply to that complaint should come within 7 working days.

So count working days, not calendar days, keep the cancellation confirmation and on the ninth working day, write the email instead of waiting in silence.

Report Ticket Black Marketing, Fraud and Fake Sellers

Every Eid the same story repeats: a Facebook page, or a man near the counter, promises a confirmed ticket, takes money by mobile banking then the phone is switched off. Bangladesh Railway’s own warning, repeated in Ministry of Railways press releases in 2025, is blunt:

• Tickets are sold only on eticket.railway.gov.bd, the Rail Sheba app and station counters. Nobody else is authorised.
• If someone promises to arrange a ticket, or tries to sell a ticket bought with someone else’s ID, report it to law enforcement or railway officials on the spot.
• Take help from the RNB and GRP where they are present.
• Lodge the complaint by calling 131 in every release the railway repeats that the complainant’s identity will be kept strictly confidential.

Fear of being named is not a reason to stay quiet about a syndicate.

Complain During the Journey Guard, TTE and Station Master

Not every complaint can wait for an email. For any grievance other than an online purchase a counter ticket problem, or any inconvenience at a station or on a train during travel the official instruction is to raise the complaint through the concerned Guard, and the complaint must be supported by the corresponding ticket.

• Keep your ticket copy even after the TTE has checked it it is the support for your complaint.
• On the train: speak to the Guard or TTE, with the train name, train number, coach and seat number ready.
• After arrival: go to the station master or the on-duty official at that station.
• Typical on-journey complaints: a seat occupied by someone else, overcrowding in your compartment, a filthy coach, or a long delay with no information.

These grievances are governed by the Bangladesh Railways Act, 1890 and the Coaching Tariff a ticket-backed complaint made on the spot carries more weight than a post made three days later.

Lost Luggage, Theft or a Crime Railway Police and Online GD

Lost luggage works differently, and speed matters more than paperwork.

1. Report immediately to the station master, the Guard, or any on-duty official.
2. Describe the bag, list the contents as well as you can, and give your ticket details, coach, seat and contact details.
3. The report is entered in the Lost Property Register take a copy of that entry before you leave.
4. For theft or any crime on railway property, complain to the Government Railway Police (GRP), who hold jurisdiction there.
5. Since September 2025, a general diary (GD) can be filed from home through the Railway Police Online GD app; their helpline 01320001428 helps with registration or submission problems.

Keep the GD number and the register copy safe. If the luggage is recovered, you claim it back with your ticket, your complaint copy and proof of ownership — photographs of your bags taken before the journey are worth more than they look.

Identity Problem: Your Mobile or NID Used by Someone Else

A strange but common complaint: you try to register and find your mobile number is already registered with another person’s NID — or your NID sits on someone else’s account. This one is solved by email:

1. Write to [email protected].
2. Attach a scanned copy of your SIM ownership document.
3. Attach a scanned copy of your NID card.
4. Explain in two or three lines which number and which NID should be matched.

Send it from an email you actually read, because the reply comes back there. And before assuming theft: ordinary verification failure is usually just a mismatch between the NID number and date of birth check those two fields letter by letter first.

Staff Behaviour, Cleanliness and Broken Facilities

For a rude TTE or conductor, an AC that never cooled, a fan or light dead for a six-hour journey, or a coach that was never cleaned, report to:

• The Guard or conductor during the journey
• Railway police personnel, if behaviour crosses into harassment
• The station master on arrival

What separates a complaint that gets acted on from one that evaporates is detail:

• Train name and number
• Coach number and seat number
• Date and time
• A plain description of the problem, with a photo if you have one

Passengers often write three paragraphs of anger and forget the coach number — and without that one detail, the railway genuinely cannot find the coach, the crew or the fault.

Still Not Solved

When the email went unanswered and 131 did not move anything, Bangladesh has a central system built for exactly that: the Grievance Redress System (GRS) at grs.gov.bd, run for all government ministries.

• Submit the grievance online, choosing the Ministry of Railways / Bangladesh Railway.
• Describe what happened and what you already tried attach your earlier email thread.
• The same system is reachable through the national call centre 333 and the GRS app.
• Your submission is tracked inside the system instead of disappearing into an inbox.

An escalation that shows the first complaint and the silence that followed it is much harder to ignore.

What to Write in Your Complaint

Whichever door you use, the content is nearly identical. Keep this checklist beside you:

• Full name
• Registered mobile number
• Email address
• Train name and train number
• Journey date
• From station and to station
• Coach, seat and class
• PNR / ticket details
• For payment problems: transaction ID, payment method, amount
• The problem in a few clear lines, with date and time of the incident
• Attachments: ticket copy, payment screenshot, photo if relevant

A clear subject line does half the work “Refund not received, Transaction ID …” gets opened faster than “Complaint”. Never include your password, PIN or OTP. No railway officer needs them; anyone who asks for them in reply is not the railway.

Sample complaint email (money deducted, no ticket):

Subject: Complaint money deducted, no ticket issued (Transaction ID: XXXX)
>
Respected Sir/Madam,
My name is [full name] and my registered mobile number is [number]. On [date] I tried to buy a ticket on eticket.railway.gov.bd for train [train name and number], from [station] to [station], journey date [date], class [class]. The amount of Tk [amount] was deducted from my [bKash/Nagad/card] account, Transaction ID [ID], but no ticket was issued and nothing appears in my Purchase History. A screenshot of the payment is attached. Please arrange the refund or issue the ticket and let me know the result.
Yours faithfully,
[Name] · [Mobile] · [Email]

Keep Proof and Follow Up

A complaint you cannot prove is just a story.

• Save the email you sent, and follow up in the same thread instead of starting a new one.
• Note the date and time of every 131 call.
• Keep the GD number, the Lost Property Register copy and the complaint copy together with the ticket.
• Follow up once, politely, after the stated time has passed after 7 working days for an e-ticket email reply, after 8 working days on a refund and quote your earlier details so the officer does not have to rebuild the case.

In experience, the passengers who get results are rarely the loudest. They are the ones whose second message contains the ticket, the transaction ID and the date of the first message, all in one place.

Safety Rules for Complainants

• Complaining is free. Anyone charging an “agent fee” to file a railway complaint is running the same scam as the fake ticket seller.
• Complain only through official channels: the official website, Rail Sheba, the station counter, 131 and the support email above.
• Never share an OTP, password or PIN with a page, a group or a person promising a guaranteed ticket or a faster refund.
• For an accident, a track obstruction, sabotage or any danger to life, do not start with an email call 131 or the national emergency number 999 at once and inform the nearest railway staff. Informants on safety matters are also promised strict confidentiality.

Frequently Asked Questions

What is the Bangladesh Railway complaint number?

131 It is the railway hotline for complaints, fraud reports and information, and the identity of the complainant is kept confidential.

Is there an online complaint form on the Bangladesh Railway website?

There is no single dedicated online complaint form. Online complaints go by email to [email protected] for e-ticket matters, through grs.gov.bd for an unresolved government service grievance, and through the Online GD app for a railway police general diary.

How quickly should I email about an e-ticket problem?

The official e-ticket terms say to notify Bangladesh Railway within 2 hours, by email with the e-ticket details. Write as early as you can, even if the 2 hours have passed.

My refund has not arrived. When should I complain?

If a refund for an unsuccessful purchase has not come within 8 working days, email [email protected] with the details; a reply is due within 7 working days. You can also contact your payment provider bKash 16247, Nagad 16167, Rocket 16216, Upay 16268.

How do I report ticket black marketing?

Call 131, inform railway officials or law enforcement, and take help from the RNB or GRP. Your identity is kept confidential.

Can I complain about a counter ticket online?

The official instruction for counter ticket and on-train grievances is to complain through the concerned Guard, supported by the ticket. If the matter stays unresolved, escalate it through GRS at grs.gov.bd.

Can I file a lost luggage complaint online?

A general diary can be filed through the Railway Police Online GD app. Also report the loss immediately at the station so it enters the Lost Property Register, and keep the GD number and register copy.

Someone registered with my mobile number or NID. What do I do?

Email [email protected] with a scanned SIM ownership document and a scanned copy of your NID card to reclaim the account.

Can I change the name or date on my ticket by complaining?

No. A complaint cannot change a ticket, and there is no change option cancel the ticket and book a new one.

Nobody solved my complaint. What is the last step?

Escalate through the Grievance Redress System at grs.gov.bd under the Ministry of Railways, or through the national call centre 333, and attach your earlier complaint and its date.