Confirmtkt

Train Ticket Cancellations

   Last Update : Sept 02,2024 

Table of contents:

ProcessFlow:

Introduction:

This SOP defines the process and provides clarity to the advisors interacting with customers on queries related to train ticket cancellation. This document will provide comprehensive insight into the process of ticket cancellations which are primarily of two types: voluntary and involuntary. Involuntary cancellation refers to train cancellation or instances where a ticket remains in waitlist post chart preparation. 

Cancellation Charges for Confirmed Tickets                  

(a)  If a confirmed ticket is presented for cancellation more than 48 hours in advance of the scheduled departure of the train, minimum cancellation charges shall be deducted at the flat rate:

(b) 

(c)

Cancellation Charges for Waitlisted & RAC Tickets

Cancellation charge for any Waitlisted or RAC ticket is INR 60 per passenger for Non-Ac booking and INR 60+GST (INR 65/-) per passenger for Ac booking.

Cancellation Charges for Partially Confirmed tickets

Cancellation charges for a partially confirmed ticket are INR 60 per passenger for Non-AC and INR 65 (60+GST) per passenger for AC if the entire PNR is canceled at once. However, if you cancel individual passengers on a partially confirmed ticket, the penalty will be applied according to the status of each passenger in the PNR.

Refund Modes & TAT/SLA:

Diverse refund sources are subject to varying Turnaround Time (TAT) protocols. The following table presents a comprehensive overview of the TAT adhered to for different refund destinations.

Frequent Cx used cases Protocol:

Scenario 1: Unable to cancel a Confirmed ticket (CNF) irrespective of Chart Preparation:

Solution: We should advise the user to file a Ticket Deposit Receipt (TDR) through the application, Selecting the reason "All confirmed passengers did not travel". 

If a user is unable to file TDR then advise them to send an email to etickets@irctc.co.in from their registered mail id.

Please note: In the above scenario whether filing TDR or sending email, it has to be done at least 4 hours before the scheduled departure of the train.

Scenario 2: Unable to cancel RAC ticket and Chart is prepared:

Solution: We should recommend that the passenger files a TDR citing the reason "Passenger not traveled due to RAC ticket after chart preparation." 

If unable to file a TDR, they can send an email to etickets@irctc.co.in from their registered mail id with IRCTC.

Please note: In scenario 2 wheather filing TDR or sending an email, it has to be sent at least 30 minutes before the scheduled departure time.

Important Points: 

• Unlike confirmed booking (CNF) , a partially confirmed or RAC booking can be cancelled up to 30 minutes before the scheduled departure of the train.
• Confirmed E-Ticket can be cancelled online till preparation of charts or up to four hours before scheduled departure of the train whichever is earlier.
  
   
• Ticket Booking/cancellation Hours: 00.20 HRS to 23.45 HRS  
• In case of cancellation of trains, (if not restored) automatic full refund of fare on confirmed/RAC/WL e-tickets shall be directly credited to the account from which booking transaction took place and online cancellation or filing of TDR shall not be required in such case.
• If train is Restored after Cancellation and passenger is not willing to travel, then advise the customer to file a TDR if not able to file then advise to mark an email to etickets@irctc.co.in from their registered email id with IRCTC and mention that “I wish to file TDR and get my applicable refund of the ticket fare as I have arranged alternate journey. Please file TDR on my behalf”.
• No refund of fare shall be admissible on cancellation of a confirmed Tatkal Ticket

Work instructions:

Video on How to Cancel Train Ticket : https://www.youtube.com/watch?v=4LRQ9Rd0Qe0

FAQs:

1. Question : The customer is seeking a refund for a waitlist ticket after charting, within 4 hours of the scheduled departure. Answer : Inform the customer that while IRCTC generally takes 3 days to process refunds, we will make an effort to initiate the refund within 4 hours of the train's departure, after deducting clerkage charges (₹60 per passenger for Non-AC bookings or ₹60 + GST per passenger for AC bookings).
2. Question : Customer trying for CNF ticket Cancellation after charting, within 4 hrs of departure? Answer : Advise the customer that the ticket may get cancelled but no refund will be applicable as per Railway refund rule. https://contents.irctc.co.in/en/REFUND%20RULES%20wef%2012-Nov-15.pdf
3. Question : Customer trying to cancel a CNF ticket after charting but > 4 Hrs. Still he is unable to cancel. Answer : Advise the customer that since your ticket is confirmed and the chart has already been prepared which is why you are unable to cancel the ticket. If you do not wish to travel, we request you to please file a TDR with the reason "All confirmed passengers did not travel". Remember to file the TDR at least 4 hours before the scheduled departure of the train.
4. Question : If the customer is requesting a refund for a canceled train and the refund has not yet been initiated, what will you do? Answer : If the customers are inquiring before the scheduled departure, then advise them that the refund will be automatically processed by Indian Railways within 3 days after the scheduled departure and subsequently by ixigo, provided the train is not restored.
5. Question : Can I only cancel the NOSB traveller from the ticket? Answer : Yes, you can cancel the NOSB traveller from the ticket. 
6. Question : Can I cancel all the travellers except NOSB in a ticket copy? Answer : If you cancel all the travellers except NOSB then NOSB traveller will also be considered as cancelled only as NOSB is supposed to adjust with the travelling adult.
7. Question : Why was a penalty deducted from my waitlist ticket? Answer : Indian Railways deducts a penalty as clerkage charges for waitlist cancellations. These charges in a way help them cover administrative costs. For further insights into the same you can reach out to them via Railmadad.
8. Question : I have a partially confirmed ticket. If I cancel the entire ticket at once, what will be the penalty for each traveler? Answer : If you cancel the ticket at once per passenger penalty will be INR 60/- for non AC and 60+GST for AC.
9. Question : I have a partially confirmed ticket. If I cancel the travellers individually, what will be the penalty for each traveler? Answer : If you cancel travelers on a partially confirmed ticket individually, the penalty will vary based on each traveler's status. For waitlist (WL) or reservation against cancellation (RAC) tickets, a penalty of ₹60 or ₹60 + GST will be applied. For confirmed tickets, the applicable penalty for confirmed tickets will be charged.
10. Question : Tickets booked from ixigo can be cancelled directly with the IRCTC website? Answer : No, tickets booked through ixigo cannot be canceled directly on the IRCTC website. While the customer can view the ticket details in their IRCTC account, they will need to cancel the ticket through ixigo, which is the source of the booking.
11. Question: What is the cancellation policy for my train booking? Answer: The Cancellation policy for your train booking is as follows - 

Cancellation Charges for Confirmed Tickets                  

(a)  If a confirmed ticket is presented for cancellation more than 48 hours in advance of the scheduled departure of the train, minimum cancellation charges shall be deducted at the flat rate:

(b) 

(c)

Cancellation Charges for Waitlisted & RAC Tickets

Cancellation charge for any Waitlisted or RAC ticket is INR 60 per passenger for Non-Ac booking and INR 60+GST (INR 65/-) per passenger for Ac booking.

Cancellation Charges for Partially Confirmed tickets

Cancellation charges for a partially confirmed ticket are INR 60 per passenger for Non-AC and INR 65 (60+GST) per passenger for AC if the entire PNR is canceled at once. However, if you cancel individual passengers on a partially confirmed ticket, the penalty will be applied according to the status of each passenger in the PNR.

Cancellation Charges for Assured or Assured Flex tickets: 

For Assured Bookings, the cancellation policy can be found on this link - https://www.ixigo.com/ixigo-assured-trains-policy 

It is advised to cancel your booking at least 4 hours prior to the scheduled train departure or before the chart preparation (whichever is earlier), for a full train fare refund. In case of booking cancellation, only the train ticket fare will be refunded. Other charges like ixigo fee, IRCTC convenience fee, payment gateway charges and free cancellation charges are non-refundable

12. Question - My train is cancelled but a refund is yet to be initiated? Answer - If your train was cancelled by IRCTC, the base fare will be refunded automatically. It will reflect in your original mode of payment by (dd/mm/yy), which is <x> days from your travel date. The following charges will not be refunded:1. IRCTC Convenience Fee 2.  Agent Service Charge 3. PG Charge 4. Free Cancellation 5. IRCTC Insurance 6. Assured Flex fees (if opted)

Please note that if the train is not reinstated/restored, then only IRCTC will initiate the above mentioned amount as refund, after the date of scheduled departure.

13. Question : I want a refund for my Confirmed TATKAl Ticket? Answer : We understand your concern, but as per our records, your booking was confirmed under the Tatkal scheme. Therefore, according to the IRCTC policy, no refund is applicable for the cancellation of a confirmed Tatkal booking.Please refer to Tatkal Tickets in page 6 of this link: http://contents.irctc.co.in/en/REFUND%20RULES%20wef%2012-Nov-15.pdf 
14. • Question - To avail 'Free Cancellation', how many hours prior to the train departure do I need to cancel my booking? Answer - It is advised to cancel your booking at least 4 hours prior to the scheduled train departure or before the chart preparation (whichever is earlier), for a full train fare refund
    • Question - How will I receive the refund amount if I opt for ixigo Assured (Free Cancellation)? Answer - Under the free cancellation option, refunds are initiated automatically and credited to the original mode of payment. In such cases only the train fare refund will be credited
    • Question - How many days does it take for the train fare refund to be credited, once the booking has been cancelled? Answer - Under free cancellation, the applicable refund will be credited to the original mode of payment within 7 working days (from the day of cancellation)
    • Question - Does 'ixigo Assured' guarantee a refund if I cancel the booking? Answer - In case of booking cancellation, only the train ticket fare will be refunded. Other charges like ixigo fee, IRCTC convenience fee, payment gateway charges and free cancellation charges are non-refundable

Question : I need a cancellation invoice? Answer - IRCTC or ixigo does not provide a cancellation invoice. You can refer to the ixigo app or web to get a breakup of y