Mumbai, April 1: A unique and first initiative by Western Railway's Mumbai Division is rapidly gaining passenger trust. Under the 'SARAL' – Smart Assistant and Refund Access Link campaign, as many as 370 digital refund complaints were registered in just ten days, between March 21 and March 30. Of these, 251 cases have already been resolved, while 119 remain under process.
Quick resolution and rising trust
The most complaints have come from suburban commuters. Railway officials confirmed that several cases were closed within just two days of being filed.
During digital ticket booking on platforms like RailOne, UTS and IRCTC, money gets deducted from the passenger's account but no ticket is generated. Earlier, getting a refund in such cases meant repeated follow-ups, long queues, and frustrating delays.
QR-based system simplifies process
Under SARAL, passengers are provided a QR code which, when scanned, allows them to file a refund complaint online instantly. The system enables direct coordination between the railway and the concerned bank, significantly speeding up the refund process.
Western Railway claims this is the first refund campaign in Indian Railways, giving passengers the convenience of resolving ticket refund issues from the comfort of their homes.
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Campaign snapshot
Duration – March 21 – March 30
Total Complaints Filed – 370
Cases Resolved – 251
Cases In Process – 119
Top Complaint Category – Suburban Train Tickets
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