Skip to content
Log in

trains · IRCTC

How to escalate an IRCTC complaint

A fully cancelled train refunds e-tickets automatically. For anything else, file a TDR in the IRCTC app within the time it allows. If the refund stalls, escalate the same complaint on RailMadad or 139, then CPGRAMS.

the rule

Railway refunds follow the Railways’ refund rules, filed through IRCTC as a TDR (ticket deposit receipt); service problems go to RailMadad.

Have Kaval take it upFree to start. Nothing to install.

the escalation path, in order

  1. Start with IRCTC itself

    In the IRCTC Rail Connect app or irctc.co.in, go to My Transactions and file a TDR for the booking, choosing the exact reason. For money debited without a ticket, check the booking history first; failed bookings are refunded to the source.

  2. Chase it with IRCTC, then RailMadad

    Track the TDR in your IRCTC account. For a refund that stalls, or a problem on the train or at the station, complain on RailMadad (railmadad.indianrailways.gov.in or 139) with the PNR. Escalate the same complaint number instead of filing a new one.

  3. CPGRAMS or the consumer commission

    If Railways still does not resolve it, file on CPGRAMS (pgportal.gov.in) to the Ministry of Railways, or take it to the consumer commission at e-jagriti.gov.in.

where IRCTC lists its officers

Service complaints go to RailMadad (railmadad.indianrailways.gov.in, or 139), which routes them to the right zone. IRCTC handles e-ticket and payment questions through its own help desk on irctc.co.in.

what people take up with IRCTC

  • Refund missing after a train was cancelled
  • TDR rejected or still pending
  • AC not working on the journey
  • Money debited but no ticket booked

keep these ready

  1. 1PNR and train number
  2. 2TDR reference and the reason you chose
  3. 3The RailMadad complaint number
  4. 4Bank or UPI reference for the payment

a complaint you can copy

Subject: Refund not received for PNR [PNR], TDR [TDR reference]

Dear IRCTC team,

On [date], [what happened, in one or two sentences]. I raised this on [date] (reference [number]), and it has not been resolved.

I am asking for [a refund of ₹amount / a fix / a reversal of the charge].

Please process the refund and share the status in writing.

[Your name]
[Registered phone or email]
Fill in the brackets. Send it to the desk for the step you are on, and keep the reply.

questions people ask

Who do I escalate an IRCTC complaint to?

Escalate the same complaint on RailMadad (or 139) with your PNR, then file on CPGRAMS (pgportal.gov.in).

Should I call an IRCTC customer care number I found online?

No. Fake customer care numbers in search results and social media are a common scam. In the IRCTC Rail Connect app or irctc.co.in, go to My Transactions and file a TDR for the booking, choosing the exact reason. For money debited without a ticket, check the booking history first; failed bookings are refunded to the source.

What should the complaint say?

Keep it short and specific: what happened and when, every earlier reference number, and exactly what you want. Have these ready: PNR and train number; TDR reference and the reason you chose; The RailMadad complaint number; Bank or UPI reference for the payment.

Can Kaval do this for me?

Yes, end to end, for members. Message Kaval on WhatsApp with what happened and the reference numbers you have. Kaval writes the complaint, sends it to the right desk, keeps track of the deadline and chases it, and takes it to the next level when the deadline passes. Membership details are at kaval.chat/pricing.

complaint with someone else?

Last reviewed October 28, 2026. Rules change; the regulator’s own page has the final word.