PNR Status and Platform Number

 

Last Update : Sept 02,2024

Introduction:

This SOP defines the process for operations within ixigo in case the customer is not able to check or wants to know the PNR status and Platform Number. 

 

 

PNR status :- Scenarios:-

 

  1. Customer's Ticket is Confirmed

    • Definition: The customer's ticket is fully confirmed, with seat, berth, and coach details assigned, including train information.
    • Action: The customer is calling to verify details such as seat, coach, and departure time.

  2. Customer's Ticket is Partially Confirmed

    • Definition: The customer has booked a ticket for multiple passengers. Some passengers have confirmed tickets, while others are still on the waiting list.
    • Action: Advise the customer to wait until chart preparation (about 4 hours before departure) for the final confirmation of all passengers. If any passenger's ticket remains on the waiting list post-chart preparation, the customer can file a Ticket Deposit Receipt (TDR) for the partially confirmed passengers and request a refund via IRCTC.

  3. Customer's Ticket is on the Waiting List

    • Definition: The customer's ticket has not yet been confirmed and is currently on the waiting list.
    • Action: Inform the customer to wait until chart preparation (approximately 4 hours before departure) to get the final ticket status. If confirmed, seat, berth, and coach details will be shared after chart preparation, and these details will not be visible if the ticket is downloaded beforehand. If the ticket remains unconfirmed, the refund will be processed automatically by Indian Railways after the journey. Waiting list charges of ₹65 per passenger for AC and ₹60 per passenger for non-AC will apply.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Work Instructions:

Step No.

Process Steps

Action

Ownership

1.0

Contact received stating I want to know my PNR status


 

Customer

1.1


 

Advisor first to check the booking details on Oneview

L1 

1.2

Booking showing confirmed


 


 

1.3

We will share the status and inform the user that he can check the same from his app

Advisor to share the PNR status as per OneView. 

Advisor to inform the customer that he can check the PNR status in his application

Agent to share the below steps to check the same: 

  1. Login on ixigo app
  2. Click on “Trips”
  3. Select the booking and view the status on his trip detail page.
  4. Also, agent needs to inform the user that he can refresh pnr status on the app while checking by clicking on the refresh button

     

L1 

1.4

Unable to check

 

Customer

1.5

 

L1 agent will check the status from Oneview or India Rail Info and share the same with the customer

L1

 

FaQs:

  1. Question - Why can't I view the PNR status? It keeps loading. Answer - This issue is due to a delay in the NTES system, which is where the PNR status is fetched from. We kindly ask you to try again after some time. In the meantime, you can check your PNR status using any of the following methods: Check PNR status using the SMS service: A convenient method for checking the PNR status with the Indian Railways is by using their SMS service. Simply send your PNR number via SMS to 139, and you will receive a prompt response regarding your PNR status. Check through the railway enquiry number (Call 139): You can complete the PNR status check for railway tickets by calling the railway enquiry number, 139. When you call, select the ‘PNR Enquiry’ option on the Interactive Voice Response (IVR) system to inquire about your railway PNR status.

2. Question - What does WL 24/WL15 Mean?   Answer - There is a confusing display on the IRCTC website. If you see something like "WL 24/WL15" while you are trying to book a waiting list ticket, this means that you are 24th on the waiting list but that there are already nine cancellations, so your current waiting list position is number 15. When more people cancel their confirmed tickets, your first number will remain the same, i.e. WL 24, but the next one will decrease. When you reach RAC status, you can travel on the train.

3. When will the seat and coach details be available for 1 AC tickets? Answer - In case of 1 AC booking, Coach/Seat No is mostly allotted post charting.

4.Question -   I have made a booking but status is showing as CNF no seat or coach number is given? Answer - Please wait till the chart preparation. It will be allocated once charting is done.

 

8. Question -  What is or how to check my PNR status? Answer - You can easily check your PNR status on ixigo by entering the PNR number in the 'PNR Status' section of the ixigo app or website. Please refer to this video for more information: https://www.youtube.com/watch?v=Hq0kOs28UfQ

 

9. Question - Why didn't I get my preferred berth? Answer - The allocation of berths is at the sole discretion of IRCTC and also depends upon the seat/berth availability. Please note: Providing berth preference at the time of booking doesn't guarantee its allotment.

 

10. Question : My ticket is a WL ticket after charting and I am looking for a refund now? Answer - Your booking was fully waitlisted after the chart was prepared, and it is set to be automatically cancelled. Answer - While IRCTC typically takes 3 days to process your refund, we won't delay. We will attempt to proactively initiate the refund to you (after deducting the clerkage charges- ₹60 per passenger for Non-AC bookings / ₹60 + GST per passenger for AC bookings) within 4 hours of the train's departure time. Hence, we kindly request you to wait until dd-mm-yyyy. Please note that the non-refundable charges are as follows: IRCTC Convenience Fee , Agent Service Charge, PG Charge, IRCTC Insurance, FCF and FCF Max charges