Train Jugaad
Last Update : Sept 02,2024
Introduction:
This Standard Operating Procedure (SOP) outlines the operational procedure at ixigo for handling inquiries related to train Jugaad. It encompasses a comprehensive discussion of all potential scenarios related to Train Jugaad and their corresponding solutions, ensuring that advisors can promptly and accurately provide resolutions.
Note: Please refrain from using the term "Train Jugaad" with customers, as they may not understand this concept. Instead, refer to it as "CNF ticket" or "Alternate Options," as these are the terms used in the user interface.
What is Train Jugaad?
This is also known as Alternate Options at the UI. This feature enables users to get CNF/RAC or WL tickets with high chances of getting confirmed. This to a certain extent prevents the hassles for a customer to select multiple combinations of stations/trains to get a confirmed ticket. This feature is live in the train app only.
Same Train Live Train Jugaad combinations: 1. Source Change: By Changing the source to a previous one where the tickets are still available. 2. Destination Change: By Changing the destination to the next available one where the tickets are still available. 3. Both Source And Destination Change. 4. Multiple Journeys Same Train: If a ticket is not available from Amritsar to Patna (let's say), but the ticket is available from Amritsar to Delhi and is available from Delhi to Patna in the same train, we will recommend that.
---A pictorial depiction of CNF Train Jugaad---
Explanation:
- Above user seeks to book a ticket from Guwahati to Patna Junction.
- Upon search, we display confirmed/RAC availability under as Confirmed Seats.
- Once the user clicks, we present train details with both the Confirmed and Waitlist options to choose from.
- In this case we are providing RAC option by altering both Source And Destination
All the current Train Jugaad combinations (a pictorial depiction)
Work instructions:
Step No. | Process Steps | Action | Ownership |
1.0 | Contact received with booking related query stating incorrect ticket is booked | As per user he wanted to book from station B to C but it got booked from A to C | Customer |
1.1 | Advisor to check in Oneview if Train Jugaad is opted. | L1 | |
1.2 | If Jugaad Opted is Yes | Oneview | |
1.3 | Advisor to explain to the user that he opted for Jugaad which is why his ticket is booked for A to C with boarding station B only as per user search. Also highlight the fact that how Jugaad helps in getting Confirmed/RAC seat despite availability being in WL. | L1 | |
1.4 | If Jugaad Opted is No | Oneview | |
1.5 | Advisor to inform that his ticket is booked as per his search criteria only and there is no issue at our end. In case user is adamant then L1 will raise to Trains Support team for logs to be checked | L1 | |
1.6 | Trains Support team will raise to tech asking for logs and close with the user once logs are available. | L2 | |
2.0 | User contact received stating “I have been overcharged” | As per user fare from station B to C is INR XX but his account got debited with XXX amount | Customer |
2.1 |
| Advisor will check in oneview and explain that ticket fare is always charged between Origin and Destination and not from boarding and destination. Here your ticket is booked from A to C with boarding station as B. Hence ticket fare charged is from A to C and not B to C In case the user is adamant and not buying your point then raise to Trains Support team and advise him that we will get back to you with logs and a call back if needed. | L1 Advisor |
2.3 | The Trains Support team will validate the customer’s claim and get logs if needed and get in touch with the user to close the case. | Trains Support |
- Question : I have opted for train Jugaad but still got a WL ticket? Answer : Request the customer to wait till the chart preparation by which time ticket should get at least RAC if not confirmed.
- Question : Can a customer change the boarding station if the ticket is booked using Train Jugaad? Answer : Yes, a customer can change the boarding station once after the PNR is generated, regardless of whether the ticket was booked under Jugaad or not.
- Question : I intended to book my ticket from station X to station Y, but the app booked it from the starting station to the end station. Why did this happen? Answer : Please note that there were no available seats between your preferred stations. Therefore, we offered you alternative options to secure RAC or confirmed tickets, or waitlist tickets with a higher chance of confirmation after charting. This is why there is a difference between the stations you searched for and the itinerary that was booked.
- Question : Can I opt for ixigo Assured Flex if booked under train Jugaad?Answer : Yes you can opt ixigo Assured flex if booked ticket under train Jugaad