New Romanian railway complaint app faces skepticism over lack of investment

Romania's Ministry of Transport has introduced a new online platform for railway passengers to lodge complaints, a move that has divided experts. Some view it as a positive step for monitoring rail operators, while others warn that petitions alone cannot solve the system's deep-seated problems, which require substantial investment.

In a rail system plagued by speed restrictions and an average train speed of just 42 km/h, the platform may serve primarily as a psychological tool for citizens to vent their frustrations. Experts consulted by "Adevărul" express concern that without significant funding, the platform might not lead to resolutions for the core issues plaguing the Romanian railways.

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If only this complaint platform for train passenger issues is created, not much will happen. It could help identify problems that authorities already know, but for which there is no funding to resolve.

Ionuț Ciurea, Executive Director of Pro Infrastructură Association, believes the platform's utility is limited, as the authorities are already well aware of the rail system's problems. "If only this complaint platform for train passenger issues is created, not much will happen. It could help identify problems that authorities already know, but for which there is no funding to resolve," Ciurea stated. He added that while transparency is good, the fundamental problems require investment in new rolling stock and better stations, which are currently lacking.

Ciurea doubts that many complaints submitted through the platform can be concretely resolved, as they often necessitate investments of hundreds of millions or even billions of euros. He suggested that only minor issues, like cleanliness in trains, might be addressed. Ștefan Roșeanu, former president of the Railway Reform Authority (ARF), offers a slightly different perspective, viewing the platform as a welcome step if authorities respond promptly and utilize the collected information. He stressed the importance of rapid reaction and quality responses to make the system effective.

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The citizen must not be seen as just an ordinary human being interacting with us. He is our customer; he has the right to dictate and determine where we go now.