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Complaint for irctc helpline number online ticket quota and customer service

Complain ID : CCN022825   52  

IRCTC Booking Complaint Complaint Date: September 25, 2016
Modified date: September 26, 2016
  • State :  Maharashtra
  • City :  Mumbai
  • Address: 1201 Shobha Suman Opp Tel Exchg Mulund West Mumbai - 80
My parents are both SENIOR citizens and were trying to book a ticket through your online railway booking system.

It is 8:02 am on 25th September 2016. Please note that the booking opens only at 8:00 am for normal public for an advance booking - for the journey on January 23rd, 2017.

We logged in at 7:30am and the seat availability shown at that time was only 4 seats available. How is that even possible? If your system is unable to release seats why even have have people book online? at 8:00 am, when the booking link released we immediately booked and paid for 2 tickets in the 2AC berth. at 8:03 when the payment was done - only my father got a reserved ticket and my mother is on the waiting list.

When I called up the irctc helpline number at 8:05 for help - they refused to give me any information or help and asked me to contact 139. I called 139 at 8:07 and they claimed they couldn't help and asked me to call back on the 39340000 number

My concerns:
1. both your customer service line people - asked my parents to go to the railway station. I would request that you shut down the online booking system then - because it is a SCAM. if you are expecting senior citizens go to the railway station to manage the railway system mistakes for no fault of theirs - why even have online booking available? it is such an inconvenience.

2.If you are providing service for people to book online, why only have 4 seats available. this is simply ridiculous - how is it even fair? as a tax payer and daughter of 2 very senior citizens, I demand an inquiry into this.

3. your customer service agents are getting paid our tax money to serve and help us - not shout and direct us to multiple other numbers. I literally asked them point blank - what if they were your parents or grand parents and they hung up on me. I asked to speak to a senior, and I was kept on 'hold' for 10 mins. I suggest that you SHUT DOWN the customer service number as well - because it is a DISGRACE - if all they can do is shout at paying senior citizens and tell them to go to the railway station to the station master.

I would like to demand a follow up on behalf of my parents who both have been very loyal tax payers to the country and good samaritans. To who ever who is reading this - please put yourself in my shoes - what if these were YOUR senior parents or grand parents???

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