Indian Railway Catering & Tourism Corporation [IRCTC] — Complaint Regarding Delay and Negligence in Railway Ticket Booking at Dibrugarh Town Railway Station

Address: DIBRUGARH

I would like to bring to your kind attention a serious issue regarding the functioning of the newly opened reservation booking office at Dibrugarh Town Railway Station on 15.08.2026.

I had planned to book my railway ticket for 14.10.2026, for which the reservation was scheduled to open at 08:00 AM on 15.08.2026. To ensure that I could secure a confirmed berth, I reached the newly opened booking office at approximately 06:30 AM, intending to be the first passenger in the queue.

However, to my surprise, the booking office remained locked and sealed until approximately 07:45 AM. At around 07:50 AM, one booking staff member arrived and handed over the key to the peon, who then opened the office and switched on the lights. Subsequently, another peon arrived and started cleaning the office desks.

At around 07:59 AM, just one minute before the scheduled opening of reservation, I requested the booking staff member to kindly take her seat and be ready to initiate my booking immediately at 08:00 AM. However, she responded that there was still one minute left.

At 08:01 AM, she started entering my details. Unfortunately, the data entry was being performed extremely slowly, apparently by using only one finger on the keyboard. Although I had already provided all the required details in the application form, the data entry and submission were completed only at around 08:04 AM.

After submitting the details, the booking staff member stopped typing and waited while looking at the computer monitor. When I asked what had happened, I was informed that the server was slow.

Meanwhile, another booking staff member arrived at the office. The first staff member then handed over my application form to her, stating that there was a server issue at Counter No. 1.

By this time, a significant number of available berths had already been booked. I therefore specifically requested the second booking staff member to kindly try for a 3AC berth. Finally, my ticket was booked at approximately 08:13 AM under Ticket No. GHYG[protected]S.No.01/[protected]

I respectfully submit that the delay was not merely due to a technical/server issue. The booking office itself was not operational and the booking staff were not ready at the scheduled opening time of 08:00 AM, despite passengers having reached the counter well in advance. Since railway reservation opens at a specific time and availability can change within seconds, such delays can directly affect passengers' chances of obtaining their preferred class and berth.

It is particularly concerning that despite my reaching the booking office at 06:30 AM, I had to wait until after 08:00 AM for the booking process to actually commence. Had the booking counter been operational and the staff been ready at the scheduled time, there would have been a much better possibility of obtaining the desired berth/class.

I request the competent authority to kindly:

1. Examine why the booking office was not opened and made operational well before the scheduled reservation opening time.
2. Verify whether the booking staff were present and ready to commence reservation booking at 08:00 AM sharp.
3. Verify the reported server/technical issue at Counter No. 1 during the booking process.
4. Take appropriate corrective/disciplinary action if any negligence or dereliction of duty is found.
5. Ensure that reservation counters are properly opened, systems are checked, and booking staff are ready before the scheduled opening time, particularly on dates when advance reservation opens.
6. Take necessary measures so that passengers do not suffer loss of preferred berths/classes due to avoidable delays at the booking counter.

For reference and verification, I am attaching photographs and video recordings showing the status/opening time of the booking office and the absence of booking staff at their seats around the scheduled opening time of 08:00 AM.

I request you to kindly investigate the matter and take appropriate action to ensure that such incidents are not repeated in future.