Indian Railways has introduced a new online ticket cancellation facility for counter-booked tickets, a move expected to significantly enhance passenger convenience. Railway Minister announced this initiative, allowing passengers to cancel their physical tickets through the IRCTC website or by dialling 139.
However, the refund process still requires them to visit a reservation counter, ensuring accountability and adherence to existing refund policies.
This development marks a significant shift in the way ticket cancellations have traditionally been handled by Indian Railways. Previously, passengers who purchased tickets from physical counters had to return to the station to cancel them, making the process cumbersome, especially for those residing far from railway reservation centres. The new facility brings relief to millions of passengers, aligning with the government’s broader push for digitalisation and e-governance.
While announcing the initiative, the Minister clarified that passengers who hold a waitlisted PRS counter ticket must return the original ticket at a reservation counter for cancellation, subject to the stipulations in the Railway Passengers (Cancellation of Tickets and Refund of Fares) Rules 2015. This measure aims to prevent misuse and ensure a structured refund process. However, for confirmed PRS counter tickets, passengers can cancel them online within the stipulated time, after which they must collect refunds from the counters by submitting the original ticket. This hybrid model balances digital convenience with traditional verification measures to prevent fraud and misrepresentation.
The new system is expected to save passengers considerable time and effort, particularly for those with last-minute changes in travel plans. By integrating counter-ticket cancellations into its online platform, Indian Railways is taking a step forward in creating a more efficient and passenger-friendly system. However, challenges remain, particularly regarding awareness and accessibility, as many passengers—especially in remote areas—may still rely on manual processes. Industry observers note that further advancements, such as direct digital refunds for counter tickets, could make the system even more seamless. Nonetheless, this initiative aligns with the larger vision of a more accessible, tech-driven, and efficient Indian Railways, aiming to provide enhanced services in a rapidly digitalising world