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Four months on, man still awaits refund on cancelled online ticket

Promised refund of Rs 1,104 after 2 months, customer yet to see money; Railways says holiday rush may have held up repayment

Four months after he cancelled four tatkal tickets, Hitesh Dhumone (22) still awaits the refund of Rs 1,104 he is entitled to get from the IRCTC. Dhumone had booked the four tickets from Nashik City to Akola district (PNR:8357806502) costing Rs 1,104 on the 12809 Howrah Mail on July 4 and was scheduled to travel on July 6.
 

Long wait: Hitesh Dhumone, who still awaits the refund on his cancelled
ticket


When he reached the station with his family at 9 pm, the train was delayed by more than five hours and he had to cancel the tickets. Despite the reservations being confirmed, IRCTC officials said refunding was the sole responsibility of the Indian Railways (IR), with whom the request has been pending.

A passenger is eligible for refund on a tatkal ticket if the train is delayed by more than three hours under the IR's reservation rules. Dhumone, who booked the ticket and made the payment online, said he was promised the refund after a minimum of two months. "An email dated October 10 from IRCTC also said the refund was still under process and the money would be credited soon," said Dhumone. "A customer care executive in Delhi too said the same thing last month. The IR helpline number in Chennai has been disconnected. I need the money since I have to send some back home in Akola."

After checking the records and booking details Rajiv Gupta, additional general manager, IRCTC (IT), New Delhi, confirmed the refund was pending. "We had forwarded the refund claim to the Railways the same day and also sent them a reminder on July 14. Refunding is the sole authority of the IR and we are still to receive the amount from the South Eastern Railways (SER)," he said.

A SER official from Kolkata  said that the number of reservations and cancellations during the holiday season is high and this may have held up Dhumone's refund. "The manpower is low but refunds have always been made. It may take a while but the money will be dispatched to IRCTC soon after the claim is taken up by the commercial department," he said.

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