| Address: Kolkata, West Bengal |
Team,
IRCTC didnot refund my money yet, Did lots of follow up emails, its now gonna be 4 months but proper indication when they will refund the same.
for detailed below email sent to all the email addresses provided by IRCTC
Team,
1. You must have a proper tracking history per PNR for each of the mail user sends and interacts with customer care personals.
2. You must generate also a reference no. Of the conversation we do over phone 011 *400 so that its recorded clearly and helps next working CC executive to handle the request properly.(some one from care executive raises TDR without customer request with improper reason later becomes lots of confusion and email chain).
3. In this digital age customer is smart enough to check the status or file self which are provided to him electronically so the customer care executive role should be one step further assisting customer with proper more information except basics which he can solves himself, you need to train and educate the care executive accordingly. This looks very uneducated response from CC care executive asks for pnr no, dates of booking ..etc while the customer has already communicating on top of the booked ticket auto mail.
4. We are paying taxes and money for each ticket and here from yesterday I can see i am paying more via phone cost, email cost, energy costs due to inefficient irctc customer care handling. can understand we have different entity railway, irctc, zonal, tdr, but some one must be there to synchronize as well.
5.Each PNR should be mapped with the no. Of issues reference nos which you send with greetings messages to be able to handle the request efficiently by the next cc executive. Here i can see i have to spend with each cc executive each time from scratch.
6. Customer care department should be in assisting nature instead of leaving a customer in a wait for the email response situations where customers in a hurry to know the information or the information's will be provided after TRAIN leaves station.
7. Customer care executives should be smart to respond on prompt for the urgent situations when customer gives mails and calls as well rather responding next day.
8. I have raised almost 11 below queries and more than 7, 8 phone calls with you and if I call again then you will see to send the email( should i take it as you are just lazy and not interested to work or respond with the FIXED daily response .
IRCTC #1496128, IRCTC #1496207, IRCTC #1496263, IRCTC #1496363,
IRCTC #1495842, IRCTC #1495910, #1495945, IRCTC #1495842, IRCTC #1496346, #1493874,
#1495856
9. All the emails id provided care, eticket, tdr are under IRCTC domain only then why don't we have not a common email or synchronization in between, this is pure customer care unit fault of careless work who sits in front and not only confuses customer rather they don't even realize what could be impact when they simple deliver statement like " You will get the response soon "..
10. I had many bad experience where IRCTC CC and one of instances I had last year where I had not traveled and i had received the notification from irctc cc that refund will not be provided cause system shows you travailed, felt very bad last year. If some one interested or there is any investigating team in IRCTC to dig that matter and investigate I am open and will provide all information's if you can assist.
11. Please don't forget that you are also a CUSTOMER and you will feel once you experience the issues.
Simple I want my money after this HORRIBLE Experience where nor I traveled nor i got any so called PREMIUM new service,
1. Train was late more than 3 hrs 45 mins, also seems Train is cancelled or something, As the train is new service the train no is not yet registered at many places like in indianrail.gov.in nor in 139 .It says train no. is not exist (22503)
2. IRCTC CC is confusing with different different view and impacted my plan and daily routine.
Indian Railway Catering & Tourism Corporation [IRCTC] customer support has been notified about the posted complaint.
