Booked IRCTC ticket before Coronavirus lockdown? These two 24-hour Indian Railways helpline numbers will answer all your inquiries

Indian Railways helpline number: As part of its efforts to contain the impact of Covid-19  infection, Indian Railways has made functional two 24-hour Indian Railways Helpline number for passengers – 138 & 139 - to answer inquiries, provide assistance & to disseminate relevant information to railway customers and others during the 21-day all-India lockdown. Suggestions would also be accepted. So, if someone has booked an IRCTC ticket online and doesn't know what to do with that after the Coronavirus lockdown, they can give a call on these two 24-hour Indian Railways helpline numbers before taking any decision on their own. Apart from the booked IRCTC tickets, the railway administration will answer all sorts of inquiries. If needed, they can give their advice to the Indian Railways as well. 

The Indian Railways informed about the move in a written press statement citing, "The idea of using the number 138 is to use, in addition to the call-center based agent & IVRS services provided through 139, the wide reach of Indian Railways to service a large number of its patrons across the country. It is also clear that a large number of non-Railway related queries, especially pertaining to Covid- 19, might come from persons well versed only in the local language. The information sought would also be local and regional."

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Indian Railways has opened a Railway Board Control Cell to ensure a seamless flow of information and suggestions between Railway Administration and the general public. This Control Office would work round the clock and shall be manned by a Director level officer. It would monitor calls received on the centralised Railway Helpline 139 and the decentralised Railway Helpline 138, in addition to monitoring trends on social media, especially Twitter, to communicate and alleviate any difficulties faced by Railway customers and others by taking timely action. Further complaints, suggestions or queries can also be mailed to [email protected].

While 139 will continue to work centrally as presently, 138 is a Helpline which will take the caller directly to the local Railway Division so as to provide him the updated local and regional information. Both 138 & 139, as well as Social Media cell, would be manned round-the-clock to answer inquiries, provide assistance (wherever possible) and disseminate relevant information to Railway customers and others. Suggestions would also be accepted. Helpline personnel would have updated information, inter alia, on issues like refund, State/District/Railway medical facilities, and updated Local/Regional/National Helpline Numbers for Covid-19 detection and aid.

however, the IRCTC has already informed the railway passengers that they need not do the IRCTC ticket cancellation on their own as it may lead to the deduction of the cancellation charges. It said that the IRCTC tickets will automatically get cancelled and the whole money will be refunded into the passenger account.