Passenger Grievances and Complaints - Non-functioning air conditioning
Here is a formal template for addressing a grievance and claiming a refund due to the failure of the air conditioning system during your journey.
Complain and Claim Via Letter
According to Indian Railways Refund Rules, if the air conditioning facility in an AC coach fails and is not rectified, passengers are entitled to a refund of the difference in fare between the class of ticket held and the corresponding lower class (e.g., the difference between 3AC and Sleeper Class) for the distance traveled without AC. To process this claim offline, a certificate from the Travelling Ticket Examiner (TTE) or Conductor is highly recommended.
[Your Name] [Your Address] [City, State, PIN Code] [Your Mobile Number] [Your Email Address]
Date: [Date]
To, The Chief Commercial Manager (Refunds) [Alternatively: The Divisional Railway Manager (Commercial)] [Name of the Zonal Railway, e.g., Northern Railway / Central Railway] [Address of the Zonal/Divisional Headquarters] [City, State, PIN Code]
Subject: Grievance and Claim for Refund due to Non-Functioning Air Conditioning in Train No. [Train Number]
Respected Sir/Madam,
I am writing to formally lodge a grievance and claim a partial refund regarding my recent journey on Indian Railways, during which the air conditioning system in my coach was completely non-functional.
The details of my journey are as follows:
Train Name and Number: [Train Name] ([Train Number])
PNR Number: [10-digit PNR Number]
Date of Journey: [Date of Journey]
Boarding Station: [Boarding Station Name]
Destination Station: [Destination Station Name]
Coach Number: [Coach Number, e.g., B4]
Berth/Seat Number(s): [Berth/Seat Numbers]
Class of Travel: [Class, e.g., 3A, 2A, 1A, CC]
Shortly after boarding the train from [Boarding Station] at [Time of Boarding], we noticed that the air conditioning in our coach was not working. Despite bringing this to the immediate attention of the on-board attendant and the Travelling Ticket Examiner (TTE), the issue was not rectified for a significant portion of the journey, specifically between [Station Name where AC failed] and [Station Name where AC was fixed / Destination Station].
The lack of ventilation and cooling caused immense physical discomfort and suffocation to me and my co-passengers.
As per the Indian Railways Refund Rules regarding the failure of AC in coaches, I am entitled to a refund of the difference in fare between the AC class traveled and the corresponding lower non-AC class for the portion of the journey where the AC was non-functional.
I have obtained a certificate from the TTE acknowledging the AC failure, a copy of which is enclosed with this letter. [Note: Delete this sentence if you were unable to get the TTE certificate, though having it drastically improves the chances of a successful refund].
I kindly request you to look into this matter, initiate an inquiry into the maintenance failure, and process the applicable refund to my original mode of payment / bank account at the earliest.
Enclosures:
Copy of the E-ticket / Original Counter Ticket
Copy of the TTE Certificate (Original to be shown if required)
Copy of Government ID Proof (Aadhaar / PAN)
Cancelled cheque / Bank Account Details (for direct transfer of refund)
Thank you for your time and prompt assistance.
Yours faithfully,
[Your Signature]
[Your Printed Name]
Pro-Tip for the Future: If you face this issue on an E-Ticket, you can also file a TDR (Ticket Deposit Receipt) online via the IRCTC portal or app within 20 hours of the train's arrival at your destination. You must select the specific reason: "AC Failure." However, writing to the CCM (Refunds) is the correct escalation path if the online TDR is rejected or if you had a counter ticket.
Complain and Claim Via Email
you can also complaint and refund claim via email. However, as an expert in Railway correspondence, I must share a crucial piece of advice: Indian Railways has largely shifted its digital grievance redressal to the "RailMadad" portal.
While you can send an email, using the RailMadad app/website is often much faster because it automatically routes your grievance to the exact concerned division, generates a trackable reference number, and binds officials to a strict time limit.
That said, if you booked an e-ticket and want to pursue the email route for your refund or grievance, you should address it to IRCTC’s central customer care and ticketing teams.
Here is the hierarchy and contact information for digital correspondence:
For E-ticket Refunds & TDR issues:
etickets@irctc.co.inFor General Grievances/Catering/Service:
care@irctc.co.inFor high-level escalation (if no response in 14 days): You can file a grievance on the Government of India's CPGRAMS portal (pgportal.gov.in), addressing the Ministry of Railways.
Here is a clean, formal email template you can use.
Subject: URGENT: Grievance & Refund Claim - AC Failure in Train [Train Number] - PNR [10-digit PNR]
To: etickets@irctc.co.in, care@irctc.co.in Attachments: [Attach PDF/JPEG of E-ticket], [Attach Photo of TTE Certificate if you have one]
Dear IRCTC Customer Care and Commercial Department,
I am writing to register a formal grievance and claim a partial refund regarding my journey on Train No. [Train Number] ([Train Name]), where the air conditioning system in my coach was completely non-functional.
Below are my journey details:
PNR Number: [10-digit PNR Number]
Date of Journey: [Date of Journey]
Boarding - Destination: [Boarding Station] to [Destination Station]
Coach & Berth: Coach [Coach Number], Berth [Berth Numbers]
Class: [Class, e.g., 3A, 2A]
The air conditioning in the coach failed shortly after boarding and remained non-functional between [Station A] and [Station B]. We brought this to the attention of the on-board TTE and staff, but the issue was not rectified, causing severe suffocation and discomfort.
As per the Indian Railways Refund Rules, I am entitled to a refund of the difference in fare between the AC class traveled and the corresponding lower non-AC class for the distance traveled without AC.
[Optional: I have attached a scanned copy/photograph of the certificate issued by the TTE acknowledging the AC failure, along with a copy of my e-ticket.]
I request you to kindly register this complaint, verify the maintenance logs for this coach, and process the applicable refund to my original source of payment at the earliest.
Please acknowledge receipt of this email and provide a complaint reference number for future tracking.
Thank you for your prompt assistance.
Warm regards,
[Your Name] [Your Registered Mobile Number] [Your IRCTC User ID]
A Quick Tip for Email Attachments: Always ensure your attachments (ticket and TTE certificate) are under 2MB in size so they do not get blocked by government email servers.
To ensure your email is not rejected on technical grounds, there are a few very crucial procedural details you should add or keep in mind based on strict IRCTC and Indian Railways refund rules:
1. Send it from your Registered Email ID
IRCTC support strictly requires that any correspondence regarding an e-ticket be sent from the email address registered to the IRCTC account used to book the ticket.
2. Add Passenger Details
Sometimes, only a few people on a group ticket travel, or they are split across different coaches. You should explicitly add the names of the passengers claiming the refund.
Add this to the bulleted list:
Passenger Name(s) & Age: [Name 1, Age], [Name 2, Age]
3. The "20-Hour" Online TDR Rule
Sending an email is a great way to create a paper trail, but for e-tickets, Indian Railways legally requires you to file a TDR (Ticket Deposit Receipt) online within 20 hours of the train's actual arrival at your destination.
What to add to the email: If you have already filed the TDR online, add a line saying: "I have already filed an online TDR for this PNR under the reason 'AC Failure' with TDR Reference Number: [TDR Number]."
4. You Must Mail the Original TTE Certificate
While attaching a scanned copy or photo to your email is highly recommended for faster processing, IRCTC rules dictate that the original Guard Certificate (GC) or Excess Fare Ticket (EFT) issued by the TTE must be sent to them via post.
What to add to the email: "Please note that I am dispatching the original TTE certificate via Speed Post to the IRCTC Internet Ticketing Centre in New Delhi as per the refund rules."
If you are mailing the original certificate, you must send it to:
Group General Manager/IT
Indian Railway Catering and Tourism Corporation Ltd. (IRCTC)
Internet Ticketing Centre, IRCA Building,
State Entry Road, New Delhi – 110055
Complain and Claim Via IRCTC Website
You can file a Ticket Deposit Receipt (TDR) online for an AC failure on the IRCTC website Filing a TDR online is the mandatory first step for claiming a refund on an e-ticket. For an AC failure, you must file this within 20 hours of the train’s actual arrival at your destination.
Here is the exact step-by-step process to file a TDR on the IRCTC website:
⚠️ Mandatory Post-Filing Step
Filing the TDR online only initiates the process. Because you are claiming an AC failure, Indian Railways requires proof that the incident actually occurred.
As mentioned previously, after filing the TDR online, you must send the original TTE Certificate via regular mail or Speed Post to IRCTC's Internet Ticketing Centre in New Delhi. Write your online TDR Reference Number clearly on the top of the certificate or on an attached cover letter so they can link your physical proof to your digital claim.
After Submission of the Complain and Claim
Depending on exactly where you are in the process, you still have a few strong options to pursue your claim or escalate the issue. Here is a breakdown of what you can do based on your current situation:
Scenario 1: You don't have the TTE Certificate
If you failed to get the signature from the TTE or lost the original certificate, your online TDR will likely be rejected by IRCTC, as their system rigidly requires that piece of paper. However, you are not out of luck.
The Action: You must escalate the issue beyond IRCTC to the actual railway zone.
The Rule to Invoke: The Railway administration maintains a Coach Maintenance Logbook (signed by the onboard AC mechanic). You can file a grievance on the CPGRAMS portal (pgportal.gov.in) addressed to the Ministry of Railways, stating: "Although I could not obtain the TTE certificate, I request the commercial department to cross-verify the AC failure in Coach [X] using the onboard AC mechanic’s logbook and the train captain's chart."
Scenario 2: You missed the 20-hour TDR deadline
If more than 20 hours have passed since the train arrived, the IRCTC portal will lock you out of filing a TDR for AC failure.
The Action: You must completely bypass IRCTC and write a direct appeal.
How to do it: Use the formal letter template I provided earlier and send it via Speed Post directly to the Chief Commercial Manager (Refunds) of the railway zone where the train originated or terminated. You must explicitly state why the TDR could not be filed online in time (e.g., poor internet connectivity during travel).
Scenario 3: You have filed everything, but want faster action
Standard TDR processing through IRCTC and the Zonal Railways can take anywhere from 60 to 90 days because the file moves physically between departments.
The Action: While you wait for the TDR to process, you should immediately register a parallel complaint on RailMadad (railmadad.indianrailways.gov.in) or by calling 139.
How to do it: Under the "Train Complaints" section, select the category for AC issues or Refund issues. Provide your PNR and mention your TDR Reference Number.
This creates a digital, time-bound ticket that the Divisional Railway Manager (DRM) is forced to review, often speeding up the backend approval of your TDR.
Pro-Tip for Escalation: Indian Railways operates on a strict grievance escalation ladder. Never jump straight to the top. The legally recognized order is: 1. RailMadad / TDR > 2. CPGRAMS (Ministry of Railways) > 3. Consumer Court / RTI. If RailMadad closes your complaint without a satisfactory resolution, then you file on CPGRAMS citing the closed RailMadad reference number.
Here is the template for escalating a rejected TDR or ignored RailMadad complaint on CPGRAMS Click Hear
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