[Resolved]  Indian Railways & Western Railways — Refund Claim of PNR [protected] & [protected] by WR

Address:

Gujarat

I have been following up this issue for 2 months now but have not received any reasonable response & solution yet. With a last hope i am putting up this matter before you for consideration. I hope this time I will receive a solution.


It is highly disappointing to know that after several follow ups & providing all the required documents the case has still been repudiated & no refund has been given. This is the third time I am facing this kind of problem.
I had filed the TDR on advice of IRCTC executive only & now they only says that we have no role in deciding the refund amount. Then why in first place you give misleading information to the customers. And nobody told me the rules according to which they have decided the refund & in another case repudiated it completely. I still fail to understand how a person can travel on 2 seats at same time.
In one case I have been given less refund & in other no refund at all. In this scenario I am left with no option but to opt for legal recourse.

have booked tickets for following passengers in train no 19224 for journey date 09-Aug-2012:
1. NAVRANG SINGH C
2. PRASHANT C
3. SHUBHRA C

I booked 2 tickets for same passengers in the same trains for the same date of journey. As both tickets got confirmed, I tried to cancel one of the ticket on 8-Aug-2012 (one day before the day of journey). But I could not cancel the ticket & got the message that "chart prepared at remote station". I spoke to customer care executive at [protected] and the executing told me to file the TDR stating the reason : "Party Could Not Cancel Because Chart Prepared At originating Or Previous Remote Location". The executive informed me that 75% of the fare amount will be refunded (as the cancellation charges are 25% of the Fare Paid if the ticket is cancelled One day in advance (excluding the date of journey) and upto 4 hours before the scheduled departure of the train). As suggested I filed the TDR for 2 passengers (PRASHANT C & SHUBHRA C) in ticket having PNR no. [protected] (Ref No.ekt[protected]) and for 1 passenger (NAVRANG SINGH C) in ticket having PNR no.[protected] (Ref. No.-ekt[protected]).

As per refund rules & as informed by customer care executive the refund amount should be:

For TDR Ref No.ekt[protected]
Passengers : PRASHANT C & SHUBHRA C (PNR no. [protected])
Fare Amount : Rs.1345/- (Rs.477+ Rs.868)
Refund amount should be Rs.1008/- (75% of the fare amount)

But as per the TDR response it is Rs.672/- (50% of the fare amount).

The response received from irctc is "According to Railway’s rule only 50% amount is permitted to the customer against unutilized confirmed ticket and the same has been refunded to you", whereas as per the railway rules :
"UNUSED TICKETS ON WHICH RESERVATION HAS BEEN MADE :
(b) If the ticket is presented for cancellation within 24 hours and up to four hours before the scheduled departure of the train, cancellation charges shall be 25% of the fare subject to the min. flat rate mentioned in clause (a)."

A copy of refund rules is also enclosed (downloaded from Indian railway's website).

I want to know that according which rule refund will be 50% of the fare amount. And if it is the same in all TDR cases then why the reason "Party Could Not Cancel Because Chart Prepared At originating Or Previous Remote Location" has been allowed as this reason itself makes it clear that the customer tried to cancel the ticket before chart preparation.( you may also look at the time of filing the TDR to decide the reasonability of the refund given.) Also note that the irctc executive suggested me to file the TDR & told me that the refund amount will be 75% of the fare amount.
For TDR Ref.No.-ekt[protected]
Passengers : NAVRANG SINGH C (PNR no.[protected])
Fare Amount : Rs.868/-
Refund amount should be Rs.651/- (75% of the fare amount)
This TDR is rejected stating "Passenger found travelled". Please note that there were 2 tickets booked for the same passenger vide PNR no.- [protected] & [protected].
I fail to understand that how a passenger can travel on seats at same time in the same train.

Copy of E-tickets & Screen shots of filed TDR is enclosed herewith.

Further when I contact railway they say that the ticket has been booked through IRCTC portal and they only can provide any solution. & when I call irctc customer care they say that we are an external agency only & have no role in deciding the refund. Such irresponsible behavior toward a customer is highly disappointing. I such scenario where the customer should go?