If you book tickets via the IRCTC website or app, this news is relevant to you. A survey has highlighted several issues encountered during ticket booking and cancellation. Here are the details.

Nowadays, a large number of people prefer booking tickets online from the comfort of their homes rather than visiting railway station ticket counters. This saves time and makes the booking process convenient. However, app-related issues during booking can cause trouble for passengers. A recent survey has brought to light specific problems faced during ticket booking and cancellation.

What did the survey reveal?

IRCTC users were asked about the difficulties they faced regarding ticket booking and cancellation. Surprisingly, the survey identified six types of "dark patterns" (deceptive design practices). The survey covered over 90,000 users. Let’s look at the specific problems they encountered.

Many received different seats

To begin with, 38% of respondents complained that they did not get the specific train, ticket, or seat option they had selected.

Pop-ups during ticket booking

46% of users reported receiving frequent, unexpected messages—such as offers or prompts to download the app—while in the middle of booking a ticket.

Complaints of sudden logouts

70% of users stated that they were suddenly logged out while booking or cancelling tickets, forcing them to restart the entire process.

Complaints regarding extra charges

43% of users complained that the fare displayed initially differs from the final price, which increases as the booking process proceeds.

Interruptions during ticket booking

31% of users have complained that other products or services are displayed while they are booking tickets, causing difficulties in the booking process.

Complaints regarding extra services

Additionally, 45% of users reported that extra services—such as insurance and class upgrades—are presented during the ticket booking process.

Key recommendations

The surveying organization has offered several recommendations regarding the IRCTC app and website, including:

The IRCTC app and website should undergo an audit by an external agency.
Passengers should be shown the total ticket price at the time of booking.
No extra services or facilities should be added without the passenger's consent.
Insurance or other paid add-ons should not be pre-selected.

Important advice for passengers

If you are booking tickets online, keep the following points in mind:

Check the full fare before making the payment.
Verify that no extra items have been added before paying.
Thoroughly check all details related to the ticket and the train.
Select extra services only if you actually wish to avail of them.
Keep the ticket and PNR details safe after booking.
Do not overlook the rules regarding refunds and cancellations when booking.
If you are suddenly logged out, check the booking status and bank details before attempting payment again.