New Delhi, Aug 26: A recent survey has raised concerns about the online ticket-booking experience on the Indian Railway Catering and Tourism Corporation (IRCTC) platform, with a large number of users reporting interruptions and actions they felt were difficult to avoid.
The survey, conducted by LocalCircles, collected more than 90,000 responses from users across 324 districts. According to the findings, around 70 per cent of respondents reported experiencing some form of forced or disruptive action while using the platform.
Unexpected logouts were among the major complaints. About 42 per cent of respondents said they frequently faced account logouts, while another 28 per cent said this happened occasionally. Such interruptions can be particularly frustrating during periods of high demand, when passengers are trying to secure limited seats.
The survey also highlighted concerns about repeated prompts and additional services appearing during the booking process. Around 46 per cent of respondents reported encountering repeated interruptions, while 45 per cent said they noticed additional products or services during the transaction.
Pricing transparency was another area of concern. Around 43 per cent of respondents said they had encountered charges other than taxes that were not clearly displayed at the beginning of the booking or cancellation process.
Some users also reported problems with the booking interface, including situations where the final ticket, train or seat did not match their original selection.
The findings have brought renewed attention to the way digital booking platforms present information and interact with consumers. The survey assessed these practices against categories of “dark patterns” identified by consumer authorities.
For IRCTC users, the findings underline the importance of a simple and transparent booking process, particularly when passengers are booking tickets under time pressure. Clear pricing, uninterrupted transactions and accurate ticket selection could help improve confidence in online railway services.
The survey highlights user concerns but represents the experiences reported by its respondents and does not, by itself, establish that every reported practice occurs across the IRCTC platform.
