Passenger Struggles with IRCTC: An Overview of Key Challenges

The Indian Railways’ official online ticketing and catering service provider is Indian Railway Catering and Tourism Corporation (IRCTC), which provides e-ticket booking, tatkal reservations, travel packages, and dining services. By facilitating ticket booking and decreasing reliance on actual reservation counters, it has completely transformed train travel. However, despite its benefits, passengers frequently run into problems. Hence, the purpose of this study is to analyze the challenges faced by railway passengers in usage of IRCTC. The technique used in the current study in One Sample t-test. The findings of the study indicated that App crash, Slow loading, Tatkal unavailability, Payment failure, Refund delay, Seat selection issue, Language barrier, Maintenance downtime, Hidden charges, and Poor customer support are significant challenges faced by the railway passengers. It was also seen that Group booking problem, E-ticket error, and Portal linking issue are insignificant challenges.