While the metro officials claim that they acted immediately, passengers have complained that there was a delay in their response and that they broke open the windows of the AC coach and jumped out to save themselves.
Since the fire had broken out between the 12th to 16th floors of the building, the evacuation process was extremely challenging. The lifts could not be used, and with smoke rapidly-filling up the floors, the lives of several people were in danger.
The humble men in uniform stood true to their duty as they ran up the 31 floors, dispersed in all directions and knocked on every door to ensure the residents rushed to the main lobby to avoid any casualties.
Indian Railways have always endeavoured to enhance the fire safety of coaches by using fire retardant furnishing materials to mitigate the effect of fire.