Train Running Status

Last Update : Sept 02,2024

Introduction: 

Train running status refers to the current location and movement of a train on its journey. It provides real-time information about the train's progress, including its position, speed, and estimated arrival and departure times at upcoming stations. Here are the key elements typically included in train running status:


  1. Current Location: The exact or approximate location of the train at the time of the query.
  2. Delay Information: Details about any delays, including the amount of time the train is running late or early compared to the scheduled time.
  3. Expected Arrival/Departure: Estimated times of arrival and departure at upcoming stations.
  4. Next Station: The next scheduled stop for the train.
  5. Last Station Passed: The most recent station the train has passed.
  6. Train Speed: The current speed of the train, if available.
  7. Platform Number: Information about the platform number at the upcoming station, if available.
  8. Journey Progress: Overall progress of the train on its route, including how much distance it has covered and how much is remaining.

 


Train Running Status Important Points:

  1. URL to check Running Status: https://www.ixigo.com/trains/train-running-status
  2. How To Check Train Running Status?

ixigo offers a seamless way to track the live running status of Indian Railways trains online. With precise GPS tracking, passengers can access real-time information on the train's location, estimated arrival and departure times, anticipated delays, and likely platform numbers, ensuring travellers stay well-informed throughout their journey. Here are the steps: 1. Download the ixigo app 2. Open and tap on Running Status and enter IRCTC Train Number/Train Name. 3. Click on Search  4. You will now see your train's live location

 

 

Work instructions:

Step No.

Process Steps

Action

Ownership

1.0

Customer contact received enquiring on how to check running status

 

Customer

1.1

Collect below details from the customer -Trip ID or PNR (either)

 

L1

1.2

 

Agent to provide the URL for Running Status and guide the customer on how to use the feature in the train app.

L1

 1.3

Post sharing the steps, if user is still not able to check Status

 

Customer

1.4

 

Chat agent can share the below image with the customer explaining the steps to check running status

L1

2.0

Customer contact received stating incorrect running status resulting in unable to board the train

 

Customer

2.1

Agent to validate the claim comparing ixigo’s running status with NTSE

If incorrection found L1 will raise to L2 for rectification of the same

To customer L1 should apologise and educate the cx on the science behind the running status and gradually move towards the disclaimer where we mention that status shown is tentative and customer’s are advised to reconfirm the same from station or by calling 139

L1

2.2

Customer is adamant

Customer is looking for refund

Customer

2.3

 

L1 will escalate the issue to L2 and advise the customer to wait

L1

 

 

Running Status Refund Protocol for L2

When L2 staff encounter such cases, please follow this protocol:

   a)   Connect with the customer immediately and educate them about these features and their reliability. Avoid sounding offensive or defensive.

   b) Help them understand that these features provide tentative information and should not be considered absolute, as they are subject to last-minute changes, causing inconsistencies in the UI.

   c)   Inform them that these features include disclaimers advising them to reconfirm the information at the station.

d) Raise a Jira ticket only when you are certain there is an error with the seat map, running status, or platform locator, so it can be rectified.

e) Do not overly rely on Jira for processing any refunds.

f)  If you are unable to convince the customer, discuss the matter with your manager and decide on the next steps.

g) Refunding the customer due to incorrect information like running status, seat map, or platform locator resulting in a missed train should be the last resort.

 

FaQs:

  1. Question : Does running status has any affiliation with IRCTC? Answer : No, it doesn’t have any affiliation with IRCTC. We scrap the data from sources like NTES, apply Crowd sourcing etc.
  2. Question : If multiple users incorrectly indicate that they are onboard a train, causing the displayed location to shift to their current locations, how does your system handle this to prevent misleading other users? Answer : While we sometimes rely on a customer's location to enhance accuracy, our system uses multiple data points, including NTES, to verify train locations. If several users input incorrect data, it might temporarily affect the displayed location, but our system cross-checks with reliable sources to minimize any misleading information. We're continuously improving to ensure accuracy.
  3. Question : Due to the incorrect running status, I missed my train? Answer : The running status is predictive in nature and may occasionally display inaccurate information. Therefore, we advise users to verify the details themselves before making decisions based on the provided information.
  4. Question : Your running status shows that the train has already reached a certain station, but it hasn't in reality. Why? Answer : We apologize for the inconvenience. Rest assured, we will escalate this to our team to address the issue as soon as possible. In the meantime, we recommend calling 139 to verify the current status of the train. Alternately, to know train live status now through SMS, send an SMS through your personal mobile phone with the following text: “SPOT 'Train Number' or LOCATE 'Train Number' to 139”.
  5. Question : Which date should I select while checking train live running status? Answer : You should select the date on which the train departed from its source station. For example, if your scheduled date of journey is today, but your train left the source station yesterday, then you should select yesterday's date to accurately track the train.
  6. Question : What is the difference between Train route and Running status? Answer : The train route is determined based on historical data, while the train running status reflects the real-time location or position of the train. At times, there might be discrepancies between the route and the running status in terms of station alignment for a given route. Below is the visual display for clarity:

 

  1. Question : Customer wants to check the running status of a future date travel? Can he check the same? Answer : Yes, he can check the current running status of any train using the train number. However, this will not have any impact on the running status of the same train on his scheduled travel date.
  2. Question : Train is showing as Cancelled in running status. What does this mean? Answer : If a train is shown as canceled in the running status, it could mean that the train is canceled for the entire route or only partially. Therefore, to determine whether a customer will be affected, it is important to check the PNR status. https://www.indianrail.gov.in/enquiry/PNR/PnrEnquiry.html?locale=en
  3. Question : What to do in case of running status discrepancy between running status, NTES and Customer’s input? Answer : In case of any such discrepancy please advise the customer to call 139 or Message: SPOT 'Train Number' or LOCATE 'Train Number' to 139”. And then take any decision.
  4. Question : The user mentioned that the train is delayed and all passengers are waiting at the station, but the delay is not reflected on the IRCTC website. What should be advised? Answer : In this situation, inform the user that if the train is delayed by more than three hours from the scheduled departure time and they no longer wish to travel, they can file a TDR under the reason "Train late more than 3 hours and passenger not travelled." Please remind them that this TDR must be filed before the actual departure of the train from their boarding station.