Customer Complaints due to Failure of auto refund in case of Train Cancellation

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Summary

Customer Complaints due to Failure of auto refund in case of Train Cancellation Sub: Customer Complaints due to Failure of auto refund in case of Train

Text of the circular

No. IRCTC/ITC/IT(DEV)/13/2021/IT/ITC                                                  18.08.2021
Executive Director Passenger Marketing,
Mistry of Railways
Railway Board
New Delhi-110001.
 
       Sub: Customer Complaints due to Failure of auto refund in case of Train
Cancellation.
       Ref: IRCTC’s letter of even No. dated 30.07.2021.
 
With reference to above subject and IRCTC’s letter referred above, it is brought to
your kind attention that IRCTC is still receiving many complaints for failure of auto refund
of fare to passengers in case of train cancellations for dates up to 15.08.2021. More
complaints are being received on a daily basis. Based on the analysis of complaints being
received, a further 41423 PNR have been found affected so far due to this issue, over and
above the number of cases mentioned in the above referred letter. The issue arises for
want of proper cancellation flag against the trains in the PRS system due to issues at
Zonal Railway end and CRIS end. The details of the fresh cases is attached as Annexure.
The issues are very high in case of CR,ER, KR, NR, NER, SR,SER etc.
It may be noted that IRCTC vide above referred letter had requested to sensitise
zonal railways as well as advise CRIS  to fix issues in the auto re-charting provision. But
still the issue has not been resolved. It is requested to advise Zonal Railways and CRIS  to
take follow up action at the earliest so as to  avoid recurrence.
 
    (Sudeesh
V.C.)
                                                                                                                        GGM IT,
IRCTC
 
Copy to: 1. GM/PRS, CRIS
               2. GM/NGET, CRIS
 
 
File No.IRCTC/ITC/IT(DEV)/13/2021/IT/ITC

ANNEXURE: LIST OF TRAINS WITH FAILURE OF AUTO REFUND AFTER
TRAIN CANCELLATION
Sl No.
Train start
date
Train
No.
No of
PNR
PRS
Node
Station
Code
Source Station
1
18/07/2021
02110
273
Mumbai
MMR
MANMAD JN
2
18/07/2021
03202
809
Mumbai
LTT
LOKMANYATILAK
T
3
18/07/2021
05017
660
Mumbai
LTT
LOKMANYATILAK
T
4
19/07/2021
02811
708
Mumbai
LTT
LOKMANYATILAK
T
5
19/07/2021
07688
970
Chennai
DAB
 DHARMABAD
6
21/07/2021
01224
29
Chennai
 ERS 
ERNAKULAM JN 
7
21/07/2021
02110
225
Mumbai
 MMR 
MANMAD JN
8
22/07/2021
01019
411
Mumbai
CSMT
C SHIVAJI MAH T
9
22/07/2021
01035
325
Mumbai
DR 
DADAR 
10
22/07/2021
01042
35
Mumbai
SNSI
SAINAGAR
SHIRDI
11
22/07/2021
01042
35
Mumbai
SNSI
SAINAGAR
SHIRDI
12
22/07/2021
01152
264
Mumbai
MAO
MADGAON
13
22/07/2021
02163
553
Mumbai
LTT
LOKMANYATILAK
T
14
22/07/2021
02169
464
Mumbai
CSMT
C SHIVAJI MAH T
15
22/07/2021
02259
996
Mumbai
CSMT
C SHIVAJI MAH T
16
22/07/2021
05018
959
Delhi
GKP
GORAKHPUR JN
17
22/07/2021
07222
519
Mumbai
LTT
LOKMANYATILAK
T
18
23/07/2021
01003
239
Mumbai
DR
DADAR
19
23/07/2021
01042
51
Mumbai
SNSI
SAINAGAR
SHIRDI
20
23/07/2021
01114
141
Mumbai
MAO
MADGAON
21
23/07/2021
01152
94
Mumbai
MAO
MADGAON
22
23/07/2021
02193
352
Mumbai
CSMT
C SHIVAJI MAH T
23
23/07/2021
02259
1186
Mumbai
CSMT
C SHIVAJI MAH T
24
24/07/2021
01111
476
Mumbai
CSMT
C SHIVAJI MAH T
25
24/07/2021
01112
530
Mumbai
MAO 
MADGAON 
26
24/07/2021
05050
732
Delhi
 GKP 
GORAKHPUR JN
27
25/07/2021
01008
669
Mumbai
PUNE
PUNE JN
28
25/07/2021
01020
1274
Kolkata
BBS
BHUBANESWAR
29
25/07/2021
01112
633
Mumbai
MAO
MADGAON
30
25/07/2021
01113
361
Mumbai
CSMT
C SHIVAJI MAH T
31
25/07/2021
02339
489
Kolkata
HWH
HOWRAH JN
File No.IRCTC/ITC/IT(DEV)/13/2021/IT/ITC

32
25/07/2021
08048
789
Chennai
VSG
VASCO DA GAMA
33
26/07/2021
01111
589
Mumbai
CSMT
C SHIVAJI MAH T
34
26/07/2021
01112
576
Mumbai
 MAO
 MADGAON 
35
27/07/2021
01113
392
Mumbai
CSMT
C SHIVAJI MAH T
36
28/07/2021
05733
1022
Kolkata
 KIR 
KATIHAR JN  
37
29/07/2021
02834
609
Kolkata
HWH
HOWRAH JN
38
29/07/2021
02837
575
Kolkata
 HWH  
HOWRAH JN
39
30/07/2021
02073
550
Kolkata
HWH
HOWRAH JN
40
30/07/2021
02087
712
Kolkata
HWH
HOWRAH JN
41
30/07/2021
02096
362
Kolkata
HWH
HOWRAH JN
42
30/07/2021
02219
999
Delhi
GCT
GHAZIPUR CITY
43
30/07/2021
02245
477
Kolkata
HWH
HOWRAH JN
44
30/07/2021
02267
434
Ko

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