SOP: PNR Status and Platform Number

 

Last Updated: April 6, 2025,                                                        Edited By-Avinash Kumar
Department: Customer Support
Purpose: To guide support agents in assisting customers who are unable to view or understand their PNR status or platform number via the ConfirmTkt app or website.


? Understanding PNR Status Scenarios


✅ 1. Confirmed Ticket

  • Meaning: All passengers have confirmed tickets with seat, coach, and train details assigned.
  • Customer Query: Wants to confirm details such as coach, seat number, or departure time.
  • Agent Action:
    • Check details in OneView.
    • Share the status with the customer.
    • Guide them to check the same in the ConfirmTkt app:
      • Open ConfirmTkt app → Tap “Trips” → Select the booking → View status.
      • Instruct them to use the refresh icon for real-time updates.

? 2. Partially Confirmed Ticket

  • Meaning: Some passengers are confirmed, others are still on the waiting list.
  • Agent Action:
    • Inform the customer that final ticket status will be updated after chart preparation (approx. 4 hours before departure).
    • If any passengers remain waitlisted after charting, advise the customer to:
      • File a TDR (Ticket Deposit Receipt) via ConfirmTkt App.
      • Apply for a refund for the unconfirmed passengers.

? 3. Waiting List (WL) Ticket

  • Meaning: No passenger ticket is confirmed yet.
  • Agent Action:
    • Ask the customer to wait for chart preparation (~8 hours before departure from the source station).
    • If the ticket remains unconfirmed:
      • Refund will be processed automatically within 48hrs.
      • Clerkage fees apply: ₹65 per passenger (AC), ₹60 (Non-AC). Will be deducted from the basefare.


? Step-by-Step Agent Process


Step

Action

Responsibility

1.0

Customer asks about PNR status or platform number

Customer

1.1

Check booking details in OneView

L1 Agent

1.2

If ticket is confirmed

Proceed to Step 1.3

1.3

Share PNR status with the customer. Also guide them to:
- Login to ConfirmTkt app

- Tap “Trips”
- View their trip details
 - Refresh for updates

L1 Agent

1.4

If customer cannot check via app

Customer

1.5

Agent will re-check using OneView or India Rail Info and share details directly

L1 Agent

 

 

 



A screenshot of a computer AI-generated content may be incorrect.

 

 

❓ Frequently Asked Questions (FAQs)

 

Q1: Why can't I view my PNR status on the app?

A: This may be due to a delay in NTES (National Train Enquiry System).
 Please try again after some time or:

  • Send your PNR via SMS to 139
  • Call 139 and follow the IVR menu for “PNR Enquiry”

Q2: What does WL 24/WL15 mean?

  1. WL 23: Your original position on the waiting list.
  2. WL 14: Current position after cancellations. 

A screenshot of a computer AI-generated content may be incorrect.

 

 


When more tickets are cancelled, your second number decreases.
Once you reach RAC (Reservation Against Cancellation), you're allowed to board the train.

Q3: When will seat/coach numbers be available for 1AC tickets?

A: Seat and coach details for 1AC are usually allotted only after chart preparation.

 

Q4: My ticket shows “CNF” but no seat or coach is assigned. Why?

A: This is normal. Seat and coach details will be available after charting (around 4 hours before departure).

Q5: How do I check PNR status myself?

A: Follow the Steps:

  • Open ConfirmTkt app
  • Tap PNR Status section
  • Enter your 10-digit PNR number
  • Or watch this quick guide: YouTube Tutorial

Q6: Why didn’t I get my preferred berth?

A: Berths are assigned by IRCTC based on availability. Preferences are not guaranteed.

Q7: My ticket is waitlisted even after charting. Can I get a refund?

A:Yes. Your booking will be automatically cancelled.

IRCTC usually processes the refund within 3 days.

ConfirmTkt will also try to initiate the refund within 4 hours after train departure.

  • Note: Clerkage and service charges will be deducted:
    • ₹60 (Non-AC) or ₹65- (₹60 + GST (AC) per passenger.
    • Other non-refundable charges include: IRCTC Convenience Fee, Agent Charges, PG Charges, Insurance, FCF/FCF Max.

 

Q8: What is NOSB?

A: NOSB = No Seat Berth – Often used in ticket status (e.g., "CNF NOSB")
? Meaning: Ticket is confirmed, but no seat/berth is allotted, usually applicable for children below 5 years for whom full fare is not charged.

 

Q9. Can I board the train with a WL ticket?
A: ❌ No. Only CNF and RAC passengers can board. WL passengers are not allowed to travel.

 

Q10. Can a confirmed ticket get downgraded?
A: Rarely, but yes—especially in operational emergencies (like coach cancellation). Passenger can claim a refund of fare difference.

 

Q11. How many charts are prepared for a train?
A: Usually 2 charts:

  • First Chart: ~8 hours before departure
  • Second/Final Chart: ~30–60 minutes before departure (includes last-minute changes)

 

 

? Key Notes

  • Platform numbers are not guaranteed but may be available on the day of journey in the app.
  • Always encourage customers to refresh PNR details through the app for real-time updates.
  • Partially Confirmed Ticket—some passengers are confirmed, others are WL or RAC.