Twitter Based Complaint Management System for Rail Transit

People can now more easily express their opinions and ideas to a wider audience through social media platforms such as Twitter, Facebook, and Instagram. Among these social media applications, Twitter has the most trusted users and is one of the most used, with many users tweeting millions of tweets per day. Trusted users, including small and large organizations or companies, respond to customer’s tweets that convey their thoughts, like complaints or suggestions, by retweeting them using the microblogging service provided by Twitter. In today’s competitive world, Indian Railways manages the second largest railway system by size, which encourages users to communicate to them through tweets on Twitter. This results in a sheer volume of data and makes it impossible for the Railway Administration to answer each user's query or complaint. Sometimes these complaints may include some urgent matters or questions requiring prompt attention. The proposed method focuses on implementing a website where the tweets are classified into different categories based on their temporal nature and are prioritized in cases of emergency. This proposed solution helps the railway administration to easily reply to the tweets and know their quality of service based on the users’ feedback.