SOP for Managing Current Availability Bookings with ixigo Assured/Flex
Last Update : Sept 02,2024
Introduction:
This SOP outlines the procedure for handling refund requests from customers who are unable to cancel a Current availability booking with ixigo Assured/Flex.
Process Flow:
Current Availability (CURR_AVL):
Tickets under current availability open just after the chart is prepared for the train i.e. 3 or 4 hours prior to scheduled departure of the train. Tickets booked under Current availability are always confirmed and are mostly cancellable if attempted 4 hours prior to schedule departure. Change of Boarding station is not allowed in tickets booked under Current availability.
Assured/Flex policy Summary:
ixigo Assured guarantees customers a full refund of the ticket fare (Free Cancellation) if the ticket is voluntarily cancelled at least 4 hours before the scheduled departure or chart preparation, whichever comes first.
ixigo Assured Flex provides customers with a full refund of the ticket fare (Free Cancellation) upon voluntary cancellation or a one-time modification without any payment gateway or agent service charges. Customers can choose either one of these options. Booking modifications must be made at least 12 hours before the scheduled departure or chart preparation, whichever comes first.
Assured policy exception for Current Availability booking:
- If a customer can cancel Current Availability booking with FC at least 30 minutes prior to scheduled departure, then he will be eligible for full refund of the ticket fare.
- In case of Current Availability booking, assured/flex fees will also be refunded along with ticket fare if filed TDR is approved
Work Instructions:
Step No. | Process Steps | Action | Ownership |
1.0 | Contact received stating | I am not able to cancel my booking, I want my refund as I have assured etc. | Customer |
1.2 |
| Advisor first to check the booking details like PNR status, time in schedule departure. | L1 |
1.3 | Booking is CNF and schedule departure is > 4hrs | Advisor will ask the customer to file a TDR selecting reason
In case user is not able to file TDR than advise
Please note: In the above scenario whether filing TDR or sending email, it must be done at least 4 hours before the scheduled departure of the train. | L1 |
1.4 | User is adamant | User being adamant or unreasonable like I don’t know, you refund me, or he is not following any of the L1 instructions | Customer |
1.5 | Raise to L2 | L1 will raise to L2 with proper notes as why this case is being raised to L2 | L1 |
1.6 |
| L2 will try to file TDR if the time permits and advise the customer to wait for the closure on the TDR by Indian Railways. This may take months if not days hence set the user expectation accordingly. Note: In case TDR is approved than as per protocol we shall be refunding the Ticket fare along with assured premium. If L2 is not able to file TDR (where time permits) than they will check the Logs in the Clever tap and if genuine attempts of cancellation are found than we will get the ticket fare refunded. No need to raise any JIRAs | L2 |
2.0 | Contact received stating | I am not able to cancel my booking, I want my refund as I have assured. | Customer |
2.1 | Booking is CNF and schedule departure is < 4hrs | L1 to check the details in Oneview and will raise to L2 with proper notes as why this case is being raised to L2 | L1 |
2.2 |
| L2 will check the Logs in the Clever tap and if genuine attempts of cancellation are found than we will get the ticket fare refunded. No need to raise any JIRAs | L2 |
FaQs:
- Question : How to avail assured refund under assured for a Current Availability booking? Answer : The customer simply needs to cancel the booking at least 30 minutes before the scheduled departure to be eligible for a refund under the assured policy.
- Question : What if a customer is not able to cancel a booking under Current availability with assured is not able to cancel the booking? Answer : In that case, we will escalate to L2 for validation, and if it is found that genuine attempts were made at least 30 minutes before departure, we will provide a refund under the assured policy