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Frequently Asked Questions For IRCTC Services
Find answers to common questions about our products and services
DO’S!
Mandates For Registration
Registration as an RSP (Retail Service Provider) in IRCTC is issued for booking of E- Tickets only (except RTSA agents, who are authorized by Railways).
It is essential to prevent sharing of IDs by PSP/RSP. Hence, Digital certificate and machine ID of RSP will be mandatory for registration. RSPs are required to give the correct address, Mobile No mail id & PAN No. in the registration form.
Change of address should be intimated to IRCTC immediately along with the original certificate issued by PSP, in order to issue a fresh certificate.
IRCTC’s rules & regulations are to be read properly & followed strictly. Ignorance of the same cannot be considered as a valid reason. The Principal Service Provider (PSP)/ RSP must be fully aware of the extant rules.
RSPs should verify the ids provided to them If by mistake, id of another RSP is issued to them they should immediately inform their PSP.
RSPs should keep a sign board outside their agency in which IRCTC’s logo can be displayed. IRCTC’s logo (Soft copy) will be sent by e-mail on request by the RSP. Sign Board should include: display of rules & regulations, IRCTC service charges, agent services charges, payment gateway charges etc.
Certificate of Authorization issued by PSP should be prominently displayed at the agency.
PSPs/ RSPs should practice good business ethics.
Mandates For Booking/Cancellation Of Tickets
Tickets should be booked only when the customer approaches.
The RSP must ensure that the transaction (Booking or cancellation) is done with the complete knowledge and acceptance of the customer.
It is mandatory for all RSPs to maintain the written/ electronic requests and a copy of the ID proof from the customers for both booking & cancellation of the tickets.
These requests are to be preserved for a period of six months. Mobile number of the customer or one of the passenger(s) while booking the ticket is mandatory. Mobile number of the passenger(s) must be indicated on ERS. The details will have to be provided to IRCTC as and when required
The ERS issued by all the PSPs/ RSPs should be strictly in the format prescribed by IRCTC. ERS issued by the PSP/ RSP should contain name and full address contact details of the same RSP and the name of the PSP.
RSPs must issue receipt on their own stationary for the amount collected from the customers.
The receipt should contain details like Railway Fare, IRCTC’s service charges, agent's service charges, payment gateway charge. (The service Tax as applicable included in the agents service charges should be shown separately in the receipt).
Service charges of PSP/ RSP includes booking as well as cancellation transactions.
Mandates For Filing TDR/Refund
It is mandatory for the RSPs to obtain a written request from the customers before TDR cases are filed with the Railways.
If cash cards are used, it is pertinent to retain the exhausted cards for refunds, if any.
RSP must refund the money as per cancellation rules to the customer immediately in all cases.
Whenever the cancellation ticket amount / the TDR refund amount which is credited back in the PSP/ RSP’s account used for ticket booking could not be refunded to the customer due to various reasons, the money must be returned to IRCTC. The refund should be made to the customer within 3-5 days from the date of receipt from IRCTC .
PSP/ RSP to send regular reminder to tdrprocess@irctc.co.in for checking the TDR refund status. The same shall be provided online in web interface.
Along with the refund, the refund details must be provided to the customer during cancellation.
In case of refund of e- tickets which could not be cancelled on website, the RSP must inform the customer about the process, take contact details & remit the refund to the customer as and when it is credited in the agent’s account.
Mandates For Booking
1) Customer should ensure that Agent is entering customer's correct mobile number only at the time of ticket booking.
2) Post Cancellation of ticket a refund OTP will be sent to customer's mobile number, if the number is correctly entered by agent at the time of ticket booking. Customer need to share the Refund OTP with agent to get the refund. This is to bring transparency by agents regarding cancellation/Refunds of tickets.
3) Customer need to Share the ID proof at the time of booking & cancellation of the tickets.
4) Customer can ask the receipt of the amount collected by Agent without any additional cost. The receipt should contain Railway Fare, IRCTC's service charges, agents service charges, payment gateway charge and the GST applicable on the agent service charge.
5) Agent service charges are 20 for non AC tickets and 40 for AC tickets irrespective of no. Of passengers.
DON’TS!
No advertisement in any form whether in print or press media is to be issued without prior permission from IRCTC in writing.
Collection of extra charges in any form whether for cancellation of the ticket or checking the availability status from the customers forbidden.
Booking of I- tickets or counter tickets is prohibited & punishable with minimum punishment of immediate deactivation of the user id.
Sharing of access credentials to web services is strictly prohibited .Transfer of agent ID given to RSPs by IRCTC or PSPs is Prohibited and IRCTC will initiate action against the agent group if found guilty in such matters. Punitive action will be initiated as mentioned in the Annexure ‘A’.
RSPs should not book tickets using any other wrong ID except only through IRCTC provided agent ids. RSPs if found to be using wrong id, then their ids will be deactivated immediately as well as legal action will be taken against them. Punitive action will be initiated as mentioned in the Annexure ‘A’.
Transfer & re-sale of Tickets is punishable under Indian Railway Rules under Sec.142.
RSPs are prohibited to print Reservation Application Forms with IRCTC Logo on top.
Popularizing the organizations name as authorized Railway Agents is strictly prohibited. The RSPs are “IRCTC authorized E- Ticketing agents”.
IRCTC’s logo should not be used in Visiting Cards, Letterheads, and Pamphlets or in any other forms unless approved by IRCTC.
Session management by the PSP should be taken care of.
Use of back or refresh option while booking tickets and Login page should not be kept idle for a long time (applicable for internet café scheme on www.irctc.co.in.)
Book of benami e- tickets is strictly prohibited (anybody doing so will be prosecuted). Book of benami e- tickets is strictly prohibited (anybody doing so will be prosecuted).
Blocking of accommodation by giving fictitious names in any train is strictly prohibited As per the Indian Railways Act-1989 blocking of accommodation is a criminal offence and is punishable (annexure ‘A’).
Modification/Alteration/Tampering the Electronic Reservation Slip (ERS) is strictly prohibited. Any such act will be considered as a criminal activity and is punishable u/s 420 of the Indian Penal code, if brought to the notice of IRCTC.
Software tampering is strictly prohibited. Any activity restricted by IRCTC like unauthorized branding, Tatkal Robot Facility, saving booking form either at server or at client machine or allowing Tatkal form to be opened before stipulated Tatkal time or during the banned time period (8.00 AM to 9.00AM) , use of technology for gaining unfair advantage in Ticket booking Technical problems (making changes without proper testing etc) etc., Punitive action will be initiated as mentioned in the Annexure ‘A’.
Cancellation of the tickets without the knowledge and request of the customer is prohibited.
Changing the profile by entering new details even if update profile link is available (Rare cases) in the left panel in IRCTC website after logging in is strictly forbidden. If updated, will be reverted as individual user loosing the functionality of agent booking.
Do not lose the Digital Certificate as the agent will not be able to login without the certificate.
NOTE: All fraudulent activities like Overcharging, booking tickets through personal user id’s, creating multiple user id’s will be dealt strictly. The minimum punishment will be deactivation and also further legal action will be initiated against the RSPs (Punitive action will be initiated as mentioned in the Annexure ‘A’).
ANNEXURE ‘A’
As per clause 3.7 (B2B) and 4.5 (Internet café) agreement(s) which inter alia provides that ”the PSP shall be equally liable for all civil and criminal liabilities of their RSP. If at any stage the sub- RSP of the PSP indulges in any fraudulent activity like (but not restricted to) collection of excess charges, alteration of fares on the tickets, issue of duplicate ticket etc. Then the PSP shall also be liable for such activity of their RSPs(and IRCTC shall be free to take any action under civil and criminal law.” The said clause will be applicable if the mandates are not followed by the PSP or RSP, and following punitive action will be taken by also invoking the clause 9 (B2B) and 10 (Internet café) of agreement(s):i) Irregularities Committed by PSPs
| S.No. | Nature of Irregularities | Rule |
|---|---|---|
| Major Irregularities | ||
| 1. | Software Tampering : Any activity restricted by IRCTC like unauthorized branding, Tatkal Robot Facility, saving booking form either at server or at client machine or allowing Tatkal form to be opened before stipulated Tatkal time or during the banned time period (8.00 AM to 12.00AM) , use of technology for gaining unfair advantage in Ticket booking Technical problems (making changes without proper testing etc), Tatkal timing start for AC 10:15AM Non AC 11:15 AM | 1. 25 lakh penalty and suspension for three months. 2. Cases involving cyber act violations will be reported to Cyber Crime Police as well as RPF. |
| 2. | Un-authorised access - Sharing of access credentials to web services, Unauthorized Sale of Agency, etc. | 1. A penalty of 20,000 per
complaint will be imposed. 2. The RSP ID of such outlet will be permanently deactivated. Cases involving cyber act violations will be reported to Cyber Crime Police as well as RPF |
| 3. | Point of sale fraud - complaints of overcharging, non-payment of refunds like TDR refund claims, non-refund of cancellation amount, charging of cancellation charges etc | 1.A penalty of 20,000/- per complaint
will be imposed. 2.A penalty of double the amount of such overcharging/non-payment will be imposed. 3.The RSP ID of such outlet will be permanently deactivated. 4. Case will also be referred to RPF if found indulge in touting activity using personal ID. |
| 4. | Non compliance of Booking/cancellation mandates -For other fraudulent activities such as faking as a normal user and booking on website using multiple user IDs, Manipulation of ERS, sale of I tickets, Booking of benami tickets, Transfer or resale of tickets, blocking accommodation giving fictitious names, cancellation of ticket without the knowledge of customer, Non filing of TDR on request of Customer. | 1.A penalty of 20,000/- per complaint
will be imposed. 2.The RSP ID of such outlet will be permanently deactivated. 3.Case will also be referred to RPF if found indulge in touting activity using personal ID |
| Minor Irregularities | ||
| 1. | Non compliance of other mandates - Any agent outlet, if found without proper display of sign board indicating the IRCTC instructions viz Service charges, Payment gateway charges, without registration certificate being displayed, non issuance of money receipt etc., In the case “Address Mis-match” of the agent Any advertisement in print or press media without prior permission from IRCTC in writing. Misuse of IRCTC LOGO without prior permission from IRCTC. | A penalty of upto 5,000/- per complaint and in the first instance RSP will be given a warning and in the second instance RSP ID will be permanently deactivated. |
| 2. | If any of the RSPs found not booking tickets (non-transacting agents) for six months after registration. | IRCTC will deactivate such Sub user ID permanently with the consent of the PSP |
| 3. | If PAN No is not provided by any
existing PSP or RSP within the
stipulated time. If verified details like address, PAN No. along with ID proof is not provided by New PSP or RSP. |
Such RSP agency will be disabled till
such time the PAN No. is provided to
IRCTC. Registration will not be processed. |
| 4. | Other provisions | If complaints are received and proved
against 5 different RSPs of PSPs in 01
month then a show cause notice will be
issued. If between 6-10 complaints are received and proved against different RSPs of a PSPs in 01 month then a PSP will be deactivated for 01 month. If between 11-15 complaints are received and proved against different RSPs of a PSP in 01 months then a PSP will be deactivated for 03 month. If two such incidences are reported, the PSP will be permanently deactivated. If more than 20 complaints are received and proved against different RSPs of a PSP in 01 month then the services of the PSP will be terminated for 06 months. If two such incidences are reported, the PSPs will be permanently deactivated. However, i) the number of instances for imposing penalty will be counted based on date of occurrence of incidence as against date of reporting. ii)The complaints arising out of bookings made through PSPs IDs will only be counted for penal action against PSPs. iii) The complaints arising out of bookings made through Personal IDs will be taken up through RPF under Railway Act for touting activity. Such complaints for tickets booked on personal ID will not be counted for the purpose of suspending PSPs on the criteria of number of complaints. |
ii) Irregularities Committed by RSPs
For irregularities committed by RSP, necessary action will be taken against respective PSP also in addition to whatever action (like deactivation of RSP as decided by competent authority) taken against RSP. However, in case of criminal activity of RSP, necessary action will be taken by IRCTC through RPF against RSP.
| Class | Amount |
|---|---|
| AC First Class | 240 + GST |
| AC 2 Tier | 200 + GST |
| AC 3 Tier/AC Chair car/ AC 3 Economy / Executive Class | 180 + GST |
| Sleeper Class | 120 + GST |
| Second Class | 60 + GST |
Less than 12 hours and upto four hours before the scheduled departure of the train up to chart preparation which is earlier, 50% of the fare paid subject to the minimum cancellation charges.
- No refund of fare shall be admissible on the tickets having confirmed reservation in case the ticket is not cancelled or TDR not filed online upto four hours before the scheduled departure of the train.
- No refund of fare shall be admissible on RAC e-tickets is case the ticket is not cancelled or TDR not filed online upto thirty minutes before the scheduled departure of the train.
As per IRCTC rules, if the train is running more than 3 hours late, then you can file TDR and claim refund.
* Manual Cancellation: OTP Verification Required for Refund.
* Train Cancellation & TDR Refunds: OTP based refund not applicable.
- PLEASE USE THE PORTAL TO CANCEL THE TICKET. USING ANY OTHER MODE WILL LEAD TO DELAY IN OTP VERIFICATION & REFUND.
- RESEND OTP: RESEND OTP OPTION WILL BE AVAILABLE FOR 3 TIMES A DAY FOR 3 DAYS
- VALIDATE OPT: VALIDATE OTP OPTION WILL BE AVAILABLE FOR 5 TIMES A DAYS FOR 3 DAYS.
- OTP VALIDITY: OTP RECEIVED WILL BE VALID FOR 3 DAYS/72 HOURS FROM CANCELLATION TIME.
- CANCELLATION DONE ONLINE WILL BE SUCCESSFUL EVEN WITHOUT OTP VALIDATION.
- IF THE MOBILE NUMBER REGISTERED WITH PNR IS INCORRECT OR INACTIVE, REFUND WILL NOT BE PROCESSED.
!---- Auto refund in case of Train cancellation and no cancellation done by Agent ----!
If train is cancelled by Railways and there is no cancellation done by RSP/Agent. And after chart preparation is done, Train is cancelled by Railways, refund is processed automatically.
!---- OTP based refund in case of Train cancellation and cancellation done by RSP/Agent ----!
If train is cancelled by Railways and there is cancellation done by RSP/Agent before chart preparation, then OTP based refund process is applicable
