According to Senior Divisional Commercial Manager, WR, Abhay Singh Chauhan, the SARAL system eliminates the need for physical visits to ticket counters
The service has been currently rolled out on a pilot basis in the Mumbai division. Representational Pic/File
Western Railway has unveiled a new QR code-based service aimed at simplifying refund claims for failed digital payments. The initiative, titled Smart Assistant and Refund Access Link (SARAL), was launched at a press conference in Mumbai by Principal Chief Commercial Manager Tarun Jain.
Passengers can begin using the system immediately, with the service currently rolled out on a pilot basis in the Mumbai division.
How SARAL works
The SARAL facility enables passengers to raise refund requests remotely by scanning a designated QR code. After scanning, users must:
- Complete an online form
- Enter details of the failed transaction
- Upload proof of payment
The information is then automatically forwarded to the Centre for Railway Information Systems and State Bank of India for verification and processing.
Addressing common refund issues
Officials stated that approximately 48 per cent of railway transactions are now digital, with 8-10 payment failures occurring daily due to technical glitches - where money is debited but tickets are not issued.
Although banks typically process refunds within three to seven working days, delays are not uncommon. Previously, passengers were required to visit booking counters in person to file claims, adding inconvenience and time.
Improved convenience for passengers
According to Senior Divisional Commercial Manager, WR, Abhay Singh Chauhan, the SARAL system eliminates the need for physical visits to ticket counters.
Passengers will receive email updates at every stage of the refund process, along with a tracking link to monitor progress. The initiative carries the tagline: “Yatra Bhi, Refund Bhi Saral” (Travel and refunds made easy).
He explained that by scanning the SARAL QR code, passengers will have to fill out a form, provide details of the failed transaction, and upload proof of payment, reported the PTI.
Through every stage of the refund process, passengers will receive updates via the email address provided by them, he informed.
"There will be a link to track the refund ," Chauhan added, according to the PTI.
Future expansion plans
The service is currently limited to Mumbai division but may be extended to other divisions of Western Railway depending on passenger response and effectiveness.
(with PTI inputs)
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