| Issue Type / Customer Field | Sub Type / Custom Field 1 | Description |
Booking Related | E-Ticket/Invoice | E-tickets and invoice requests/issues made by the user |
| Baggage/ Platform information/ Train Timings | Self-explanatory | |
| Payment pending/ Payment Failed –Auto refund | Not to use this anymore | |
| Payment Success Booking Pending-INSLA | Cases where the status of the booking is in PSBP within 15 min | |
| Payment Success Booking Pending-OSLA | Cases where the status of the booking is in PSBP outside 15 min | |
| Payment Success Booking Failed | Cases wherein the booking stands failed however the amount is deducted & user enquires about the refund status. Probably statuses are booking failed, or failed. (Within 2 hrs refund not intitated) | |
| Wants to know Fare breakup | Self-explanatory | |
| Wants to know PNR status | User enquires about the PNR status related details | |
| COVID 19 Rules/Regulations | Self-explanatory | |
| Train Jugaad Issues | Agents to check Train jugaad tag on oneview/Train jugaad related queries | |
| baggage/ Platform information/ Train Timings | When customer enquires about the train running status | |
| Coach/Berth Number | When customer enquires about the coach/berth number | |
| No Concern Shared - Only Callback | ||
| Service Related Issues | ||
| Payment issue/EMI | ||
| General travel guidelines | ||
| Rebooked Bookings | ||
| Payment Failed (Trains) | ||
| Payment Initiated (Trains) | When the payment is initiated | |
| Downgraded_3A to 3E | When customer is asking for the refund when his seat is downgraded | |
| Need to check logs | When the agent is getting the logs checked for any scenario/issue raised by the customer | |
| Others | Any other query for ixigo booking where issue type or sub-issue type is not available. For others, call to action comments are mandatory. | |
Cancellation | Wants to know cancellation charges | User enquires about the cancellation charges |
| Want to cancel the booking - Voluntary | Cases where user want to cancel the booking on his/her own will due to his/her personal reasons | |
| Want to cancel the booking - Involuntary | Train cancelled by IRCTC/IRCTC's fault | |
| Partially Confirmed_TDR | When the ticket is partially confirmed after the is prepared and customer unconfirmed pax didn't travel and seeking for refund (TDR to be filed) | |
| Wants to check cancellation status | User wants to check the cancellation status of his/her booking | |
Refund | Refund Discrepancy | Any discrepancy raised by the user on the refunded amount (eg.: less refund) (Agent to inform non refundable charges)/Taktal refund (not applicable) |
| Instant/IMPS refund not processed- TAT over | Refund is not processed and the TAT is breached (Instant refund TAT 4 hrs) | |
| Refund Success -ARN/RRN Number Required | Cases wherein refund is successfullly processed and user seeks for ARN/RRN number | |
| Refund Not Received -Bank Statement/Dispute | Cases wherein the refund stands processed from our end but the same has not been credited. (VOC of customer)/Refund extended TAT is over | |
| IMM Refunds - INSLA | When the refund is processed as per the timeline mentioned in Oneview | |
| IMM Refunds - OSLA | When the refund is not processed as per the timeline mentioned in Oneview (Refer to updated timestamp) | |
| UPI Refunds - INSLA | If the user reached out for refund status and the refund TAT on oneview is within SLA-Customer reached out to us | |
| UPI Refunds - OSLA | If the user reached out for refund status and the refund TAT on oneview is out side SLA- Customer reached out to us | |
| Wallet Refunds - INSLA | Refunds in Amazon, Mobikwik or similar wallets within SLA (On oneview)- Customer reached out to us | |
| Wallet Refunds - OSLA | Refunds in Amazon, Mobikwik or similar wallets out of SLA (On oneview)-Customer reached out to us | |
| Other Refunds - INSLA | Cases for Net Banking, Credit Card, Debit Card refunds within SLA (On oneview), EMI-Customer reached out to us | |
| IMM to bank account transfer- INSLA | Cases where user had initiated the transfer of amount from his IMM to bank account, same is yet not credited (Within SLA) | |
| Other Refunds - OSLA | Cases for Net Banking, Credit Card, Debit Card refunds out of SLA (On oneview), EMI-Customer reached out to us | |
| IMM to bank account transfer- OSLA | Cases where user had initited transfer from IMM to his/her bank account however same is not credited (TAT breached) | |
| Steps for IMM Refund/Transfer | Self-explanatory | |
| Unable to transfer IMM | When user complaints that he/she is unable to transfer the refund from IMM to source | |
| Voided Payment | Cases where the payment is blocked on juspay/Oneview however the booking is failed (pre-auth, authorizing) | |
| Refund not initiated | Refund not initiated on oneview basis the booking status (cancelled, PSBF, refunded) More than 2 hrs | |
| Waitlisted Ticket Refund - INSLA | Waitlisted cancelled booking - refund to be initiated within 4 hours from departure time | |
| Waitlisted Ticket Refund - INSLA - 3 days + MOP | Waitlisted cancelled booking with in 3 days from departure date (Refund not initiated in 4 hours ) | |
| Waitlisted Ticket Refund - OSLA | Waitlisted cancelled booking beyond 3 days | |
| Refund Failed | When refund shows failed after initiation | |
| Ambiguous Refunds | ||
| Refund Pending | When refund status shows pending after initiation | |
Amendment | Wants to add meal | User trying to add meal for the booking/add meal queries |
| Name Change/Correction-Service Denial (As Per Policy) | User requested to modify the name however the agent denied as per IRCTC policy | |
| Wants to reschedule-Service Denial (As Per Policy) | User requested to reschedule his booking however the agent denied as per the policy | |
| Wants to add Pax/child-Service Denial (As Per Policy) | User requested to add the pax/child in the existing booking | |
| Train Timing changed by Railway end, wants alternative option(diverted to IRCTC-139) | Self-explanatory | |
| Wants to change boarding station | Customer requests to change his boarding station | |
| Service Denial (As Per Policy) | Any service denial as per the policy (If changes cannot be done) | |
General Enquiries | Pre-Booking inquiry | Self-explanatory |
| E-ticket TnC | User enquired if E-ticket is valid for travel/Terms & conditions | |
| Wants to know the steps for Instant refund | User enquired how to setup account for refund to transfer from IMM to bank account | |
| Ixigo Money Query | Cases where user want to know how to use ixigo money for train booking | |
| Ixigo Money Max Query | Cases where user want to know how to use ixigo money max for train booking | |
| Wants to remove saved card | Self-explanatory | |
| Wants to know the WL/RAC ticket travel option | Cases where user wants to check if he/she can travel on waitlisted or RAC ticket | |
| Id proof required to Travel | User enquired if ID proof has to be carried along while travelling | |
| Wants to link Aadhar | Cases where user wants to link Aadhar with IRCTC account | |
| Reservation timing & window | Cases where user wants to know the time train ticket can be booked (cx cannot book/cancel the ticket between 11:45 pm- 12:20 am( | |
| Wants to know the waiting confirmation prediction confirmation | User enquiring if his wailisted ticket will be confirmed or not | |
| Tatkal/Premium Tatkal timing & policies | User enquiring about the time when Tatkal ticket can be booked | |
| RLWL/PQWL/RSWL/TQWL etc. informations | Self-explanatory | |
| IRCTC account creation process | User enquiring about how to create IRCTC account | |
| Helpline numbers | User enquiring about ixigo/IRCTC helpline number | |
| Required Payment option not available | Cases where user is not getting the option to pay from desired mode | |
| Delete ixigo account | User asking to delete his ixigo account | |
| No concern/No chat history/No booking | Self explanatory | |
| IRCTC delete Account/ChangePassword | IRCTC deleteAccount/ChangePassword | |
| Food Order Queries | Food related queries/concerns | |
| Zoop - Meal Order Queries | Any Zoop meal order related queries raised by the customer. | |
| Non ixigo Bookings | Self-explanatory | |
TDR | Wants to know the TDR status | User enquiring about TDR status |
| Wants to know the reason for TDR Repudiated/Denied | Cases where TDR was denied by IRCTC | |
| Train cancelled & restored later | Self explanatory | |
| Wants to know the TDR filing process | User enquiring about the process of filing TDR | |
Insurance | ixigo Assured policies/TnC | User wants to know the ixigo assured policy and if full refund will be processed |
| Free cancellation timing/window | User enquring about the time till he can cancel the ticket to avail full refund | |
| Didn't opt for free cancellation | User claims that he did not opt for free cancellation | |
| Travel Guarantee_General Issues | Any general issue related to TG | |
| Travel Guarantee_Coupon not working | When customer compliants that his coupon is not working | |
| Travel Guarantee_Not able to claim coupon | When customer compliants that he /she is unable to claim coupon | |
| ixigo assured policies on Tatkal & current availability booking | User enquiring if ixigo assured is applicable on confirmed Tatkal ticket or issues | |
Tech Issues | Coupon code not working | Cases where coupon code is not working because of technical error |
| Offer benefit not received | Cases where user didn't get the cashback/ixigo money after making payment | |
| Unable to buy insurance (Tech issue) | User not getting an option to select ixigo assured while booking | |
| Not able to redeem ixigo Money | User not getting an option to add ixigo money in payment | |
| Unable to file TDR (Tech issue) | User getting error while filing TDR within the timeline | |
| Login issue | User unable to login on IRCTC/ixigo account due to tech issue | |
| Unable to Cancel Booking | When customer is unable to cancel the booking due to some technical issue/App issue | |
| Language issues | Language barrier/Customer's preferred language is not available | |
| Duplicate booking | Duplicate booking cases | |
| Payment mode not working | ||
| Search Page did not load | ||
| Add/delete the trip history | User had any tech issue with the addition or request to delete the trip history (History cannot be deleted) | |
Call Connectivity | Call Drop | Self-explanatory |
| Customer Voice not audible | Cases where user's voice is not audible to agent | |
| Customer not able to hear | Cases where customer is unable to hear to the agent | |
| Echo | Cases where sound is echoing on the call | |
| Test Call | Cases where internal team is making the call for testing purpose | |
| Switched off | For calls | |
| Not reachable | For calls | |
| Not answered/unanswered | For calls |
ixigo Disposition sheet Print
Created by: Rahul Tanwar
Modified on: Fri, 22 Nov, 2024 at 12:53 PM
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