ixigo Assured Flex

 

Last Update - Sept 02,2024

Process Flow:

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Introduction: 

ixigo assured Flex entitles a user to availing full refund of the ticket fare in case of voluntary cancellation or one-time free modification. Users can avail Assured Flex irrespective of the availability of tickets at the time of booking.

 

 

Important Points:

  • Bookings must be modified at least 12 hours prior to the actual train departure or before chart preparation (whichever is earlier).
  • Bookings must be cancelled at least 4 hours prior to actual train departure or before chart preparation (whichever is earlier).
  • To modify bookings for an infant traveller (less than 4 years), at least 1 adult traveller must be selected.
  • New travellers cannot be added in the modified booking or while modification.
  • Modification is allowed only for travellers who were added in original PNR/actual booking.
  • Bookings can be modified only once per traveller.
  • In case of ticket cancellation, only train ticket fare will be refunded.
  • ixigo service charge, IRCTC convenience fee, P.G charges and Assured Flex charge are non-refundable.
  • Under Assured Flex you get the flexibility to modify or even cancel your booking. Please note: Trips can be modified only once, per traveller.
  • The Free Cancellation charge can change if the fare or ticket status (AVL/WL/RAC) changes before the final payment.
  • If the fare for the new booking is higher then the fare difference needs to be paid by the traveller. In case the new fare is lower, then the fare difference amount will be refunded.
  • Current Availability bookings must be cancelled at least 30 minutes prior to the scheduled train departure for a full refund (free cancellation). Booking modification is not applicable for such cases.

For detailed T&Cs please refer https://www.ixigo.com/assured-flex-trains

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

---A pictorial depiction of Steps to Modify Train booking under Assured Flex---

 

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Work instructions:

 

  1. Customer contact received stating he/she didn’t receive full refund despite having Assured Flex :        1. Agents should Collect these details from the customer -Trip ID or PNR (either).  2. Then the agent should Enter the details provided by the customer in OneView. Once details are fetched, reconfirm the booking id and amount, the customer is referring to. 3. Advisor to check the cancellation timing of the shared booking - If cancelled before chart preparation or 4 hours of the scheduled departure of the train (whichever is earlier)  : Advisor to inform the customer to wait for <Mode of payment TAT> for getting the remaining amount processed and raise to Trains Support.  4. In case not cancelled within the specified timeline :  Advisor to inform the same and close with the user. 5. In case of refunds not initiated/failed/pending , Trains Support/L2 team will raise to tech and get the refund processed and close with the customer

 

FAQs : 

Question : What all can I modify if I have opted for Assured Flex? Answer - If you have selected the Assured Flex option while booking, you can change the travel date, train, class, quota or even traveller once the booking has been confirmed. After modification, a new trip will be created for you.

 

Question : Can I modify my booking multiple times with Assured Flex? Answer - You can modify your trip only once per traveller, if you have opted for Assured Flex.

 

Question : How much time in advance do I need to modify or cancel my trip to avail the Assured Flex benefits? Answer - To enjoy the benefits of Assured Flex, you should cancel your trip at least 4 hours prior to the actual train departure or before chart preparation (whichever is earlier) to receive an instant full train fare refund. Alternatively, you can modify your trip at least 12 hours prior to the actual train departure or before chart preparation (whichever is earlier).

 

 

Question : When I modify my train booking do I need to pay the fare difference/ will I get a refund? Answer - On booking modification, if the fare for the new booking is higher then the fare difference needs to be paid by the traveller. In case the new fare is lower, then the fare difference amount will be refunded. You can track the status of your refund via the refund timeline on the trip details screen.

 

Question : I have not received any document/certificate to show that my booking is eligible for free modification. What should I do? Answer : You do not require any certificate or additional documents to avail the Flex benefits, if you had opted for Assured Flex at the time of booking. Your Booking ID will be considered as a reference in case you modify your trip.

 

 

Question : Will my Assured Flex charges be refunded if the train is cancelled by the Indian Railways? Answer - In case the train is cancelled by the Indian railways under exceptional circumstances, then only your train ticket fare will be refunded. The Assured Flex charges will not be refunded. Please note: We will be able to process your refund only when the amount is refunded by IRCTC.

 

Question : Can I make multiple modifications in my existing booking with Assured Flex? Answer - You can change your travel date, train, class, traveller, quota and station, once per traveller with Assured Flex. Once this is done, we will create a new booking for you.

Terms and Conditions

  1. Bookings must be modified at least 12 hours prior to the actual train departure or before chart preparation (whichever is earlier).
  2. Bookings must be cancelled at least 4 hours prior to actual train departure or before chart preparation (whichever is earlier).
  3. To modify bookings for an infant traveller (less than 4 years), at least 1 adult traveller must be selected.
  4. New travellers cannot be added in the modified booking or while modification.
  5. Modification is allowed only for travellers who were added in original PNR/actual booking.
  6. Bookings can be modified only once per traveller.
  7. In case of ticket cancellation, only train ticket fare will be refunded.
  8. ixigo service charge, IRCTC convenience fee, P.G charges and Assured Flex charge are non-refundable.
  9. Under Assured Flex you get the flexibility to modify or even cancel your booking. Please note: Trips can be modified only once, per traveller.
  10. The Free Cancellation charge can change if the fare or ticket status (AVL/WL/RAC) changes before the final payment.
  11. If the fare for the new booking is higher then the fare difference needs to be paid by the traveller. In case the new fare is lower, then the fare difference amount will be refunded.
  12. Current Availability bookings must be cancelled at least 30 minutes prior to the scheduled train departure for a full refund (free cancellation). Booking modification is not applicable for such cases.