IRCTC is abbreviation for Indian Railway Catering and Tourism Corporation Ltd. It has been set up by Railway ministry. The purpose behind its establishment is to bring entire tourism and catering activity of railways under this corporation. IRCTC work toward up gradation of these services with public-private participation. IRCTC customer care department works for several kinds of issues, for example: - reservation, train enquiry, etc. Rail based tourism in INDIA is achieving high growth in coordination with the following:-
State Agencies
Tour Operators
Travel Agents and
Hospitality Industry.
Indian railway is following a dynamic marketing strategy in coordination with above mentioned people and agencies. Hoteliers and local tour promoters also play an important part in promoting Indian Railways. Indian Railway serves approximately 17 million passengers every day.
Indian railway is one of the largest and busiest rail networks in the world. Indian Railway is spread across the country, covering more than 6,000 stations or more than 63,000 kilometres. It has over 200,000 wagons, 50,000 coaches and 8,000 locomotives.
Presently, Indian railways offer several services like diverse tourist routes, amazing hotels on wheels with five star services, and much more. Either its booking a ticket or checking availability or anything else, all of it is available on their official websites. There are three official websites for the users of Railway Industry.
www.indianrail.gov.in is for checking availability, fare information and PNR status of Indian Railways.
www.irctc.co.in is another official website of Indian Railways for online booking.
www.trainenquiry.com is to gain information about trains timetable and current running information and information about all the trains operated by Indian Railways.
Easiest way of checking PNR status is by visiting www.indianrail.gov.in and simplest way of making online bookings is by logging on www.irctc.co.in. IRCTC also provide 24/7 customer support phone number.
As the customer base is huge and services provided are many, customer complaints against IRCTC are in big numbers. The same number seems to be small when compared with the number of customers served.
Some of the main reasons behind complaint are enlisted below:-
Inaccurate information provided by support service department.
Difficulty faced while resetting the password.
Deduction of extra money from account while making online reservation and delayed refund.
Delayed and sometimes extremely delayed TDR refund
Especial services for agents and many more.
IRCTC needs to work on its customer care department as it has improved other departments like food quality and hygiene.
Many times people call customer care department hoping for the accurate information but they dont get satisfactory response. This flaw needs to be removed by upgrading information and communication department. Without proper information it becomes difficult for passengers to decide their next step. To ensure customer reliability, IRCTC needs to work on customer enquiry counter.
The extra money deducted by IRCTC while online reservation due to any reason should be refunded on time. Customers find it really uncomfortable and unreliable to go for online booking if their previous money has not been refunded. With better customer care services IRCTC can still improve itself.
