IRCTC rejected Prasenjit Mondal’s refund despite Train 12701 being delayed by 7+ hours. Learn full case details, legal remedies, and complaint filing steps at Choice4Voice.com
Complaint Summary : IRCTC Refund Rejected – Prasenjit Mondal’s Case of 7-Hour Train Delay (PNR 8335916624)
| Details | Information |
|---|---|
| Complainant Name | Prasenjit Mondal |
| Not disclosed | |
| Company/Brand | IRCTC / Indian Railways |
| Complaint Type | Refund Rejection Despite 7+ Hour Train Delay |
| Product/Service | Train Ticket – PNR 8335916624 (Train No. 12701 Hussainsagar Express) |
| Boarding Station | Solapur (Maharashtra) |
| Journey Date | 25-Sep-2025 |
| Issue Description | Train diverted SMS sent, then cancelled; alternate travel booked; train ran 7+ hrs late |
| TDR Filed | 25-Sep-2025 at 3:39 AM under “Train not touching boarding station” |
| Official Updates | SMS at 24-Sep-2025 (10:23 PM) – Train diverted; SMS at 25-Sep-2025 (7:33 AM) – diversion cancelled |
| Amount Claimed | Full refund of ticket fare |
| Company’s Response | Refund claim rejected |
| Status | Unresolved – Passenger seeks refund as per Railway Refund Rules 2015 |
Full Case Write-up
On 25 September 2025, passenger Prasenjit Mondal was scheduled to travel on Train 12701 Hussainsagar Express from Solapur to Hyderabad under PNR 8335916624.
On the night before his journey (24-Sep-2025 at 10:23 PM), he received an official SMS stating that the train was diverted and would not touch Solapur, his boarding station. With no train available from his origin point, he was forced to book an alternate bus ticket immediately. Accordingly, he filed a TDR (Ticket Deposit Receipt) at 3:39 AM on 25-Sep-2025 under the category “Train not touching boarding station.”
Later, at 7:33 AM, Railways issued another SMS saying the diversion was cancelled. But by that time, the passenger had already made alternate arrangements. To add to the confusion, the train eventually ran with a delay of more than 7 hours, as verified through official train running status screenshots.
As per Indian Railway Refund Rules 2015, Rule 213, passengers are entitled to a full refund if the train is delayed by more than 3 hours and they choose not to travel. Prasenjit’s case meets this condition squarely. Despite this, his refund claim was wrongly rejected by IRCTC.
This not only caused financial loss but also significant stress, since the passenger had relied on official Railway communications before taking action.
How Choice4Voice.com Can Help
At Choice4Voice.com, we highlight cases where consumer rights are denied by powerful organizations. In refund-related disputes with IRCTC and Indian Railways, we:
- Expose negligence and unfair denial of refunds through public advocacy.
- Provide draft complaint formats for Consumer Forum and Railway Ombudsman.
- Guide passengers on filing TDR appeals, Ombudsman escalations, and RTI applications.
- Help passengers recover their rightful refunds under Railway Refund Rules 2015.
Applicable Legal Remedies
- Railway Claims Tribunal
- File for refund under unjust denial of claim.
- Consumer Protection Act, 2019
- Claim “deficiency of service” for misinformation and refund rejection.
- Railway Refund Rules, 2015 – Rule 213
- Legally ensures a refund if a train is delayed more than 3 hours.
- RTI with Indian Railways
- Seek official clarification on refund rejection grounds.
Authorities & Departments to Approach
- IRCTC Grievance Portal – www.irctc.co.in
- Indian Railways Helpline – 139
- Railway Ombudsman – Zonal offices based on boarding station jurisdiction
- District Consumer Disputes Redressal Forum – Solapur / Hyderabad
Step-by-Step Complaint Filing Guide
- File Appeal with IRCTC
- Use TDR reference ID and attach SMS screenshots, running status.
- Send Email to Railway Ombudsman
- Attach PNR, TDR rejection details, and refund claim.
- File Consumer Forum Complaint
- State “deficiency of service” citing Refund Rules 2015, Rule 213.
- File RTI with Railways
- Request: “Certified reason for rejection of TDR for PNR 8335916624.”
Pre-Drafted Complaint Templates
1. Ombudsman Complaint Draft
Subject: Wrongful Rejection of Refund – PNR 8335916624
Respected Sir/Madam,
My refund for Train No. 12701 (PNR 8335916624, Solapur–Hyderabad, 25-Sep-2025) was wrongly rejected despite 7+ hours delay.
As per Railway Refund Rules 2015, Rule 213, I am entitled to a full refund. Please review and direct IRCTC to refund my fare.
Sincerely,
[Your Name]
2. Consumer Forum Draft
Complaint: Deficiency of Service – IRCTC & Indian Railways
I booked Train No. 12701 (PNR 8335916624) scheduled for 25-Sep-2025. Official SMS first declared train diversion, later cancelled, and train was delayed over 7 hours. Despite Rule 213, my refund claim was rejected.
I demand full refund and compensation for harassment.
Complainant: [Your Name]
About IRCTC & Indian Railways
Indian Railway Catering and Tourism Corporation (IRCTC) is a government-owned enterprise providing online ticketing, catering, and tourism services. While it handles millions of transactions daily, refund-related grievances are among the most common passenger complaints.
Key Contacts:
- IRCTC Helpline: 139
- IRCTC Support Email: care@irctc.co.in
Author
Complainant: Prasenjit Mondal
Executive SAP PM @ G R Infraprojects Ltd
FAQs
Q1. Why was Prasenjit Mondal’s IRCTC refund rejected?
A1. Despite a 7-hour train delay, IRCTC rejected his claim citing technical grounds, ignoring Rule 213 of Refund Rules 2015.
Q2. What is Indian Railway Refund Rule 213?
A2. If a train is delayed by more than 3 hours and the passenger does not travel, a full refund is admissible.
Q3. Can passengers claim a refund if the train skips their boarding station?
A3. Yes, passengers can file TDR under “train not touching boarding station.”
Q4. What proof is needed for a refund claim?
A4. PNR number, TDR acknowledgment, SMS communications, and running status screenshots.
Q5. How to check TDR status in IRCTC?
A5. Login to your IRCTC account → Booked Ticket History → TDR Status.
Q6. How long does IRCTC take to process refunds?
A6. Normally 7–15 working days after TDR approval.
Q7. Can IRCTC reject a valid refund claim?
A7. Yes, but passengers can appeal through Ombudsman or Consumer Forum.
Q8. What is the Railway Ombudsman’s role?
A8. To resolve complaints against Indian Railways services, including refunds.
Q9. Can I file a consumer case against IRCTC?
A9. Yes, under “deficiency of service.”
Q10. What compensation is allowed for train delays?
A10. Refund of fare; compensation for damages can be claimed separately in Consumer Court.
Q11. Can IRCTC reject a TDR without explanation?
A11. No, IRCTC must provide a valid reason.
Q12. Is SMS proof admissible for refunds?
A12. Yes, official SMS from Railways is considered valid evidence.
Q13. Can I file RTI on Indian Railways for refund issues?
A13. Yes, to obtain reasons for TDR rejection.
Q14. How many days before can TDR be filed?
A14. TDR must be filed within prescribed timelines (usually before train departure for diversions).
Q15. How to escalate IRCTC refund complaints?
A15. Through Railway Ombudsman, RTI, or Consumer Court.
Q16. What happens if a train is delayed more than 6 hours?
A16. Passengers are eligible for a full refund if they don’t travel.
Q17. Can I get a refund if I booked an alternate travel due to railway SMS?
A17. Yes, SMS serves as proof of disruption caused by Railways.
Q18. What is the IRCTC helpline for refunds?
A18. Call 139 or email care@irctc.co.in.
Q19. Can multiple passengers under one PNR claim refund?
A19. Yes, all passengers listed under the PNR are eligible.
Q20. Does Choice4Voice.com take up IRCTC refund disputes?
A20. Yes, Choice4Voice.com helps highlight unfair refund rejections and guides passengers to legal remedies.
