Grievance redressal

1. Grievance Redressal Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000 and the rules under it, the Grievance Redressal Officer for RailRoute is:

• Name: Dhruv Shah
• Designation: Proprietor, RailRoute
• Email: hello@railroute.in
• Phone / WhatsApp: +91 83699 27133
• Also reachable via: the WhatsApp number we use to assist your booking, or the contact page.

2. How to raise a grievance

Write to hello@railroute.in, message us on WhatsApp, or use the contact page. To let us act quickly, include your booking reference (PNR or order id) where there is one, the journey or booking it concerns, and what went wrong.

3. How quickly we respond

Every complaint gets a ticket number (for example RR-IGM-000123 for an ONDC booking) that you can quote to us. We acknowledge every grievance within 48 hours of receiving it, and we work to resolve it within one month, as the Consumer Protection (E-Commerce) Rules require — these are the longest we will take, not the usual. Where a resolution depends on a railway, an airline or another operator, we tell you that and carry it forward with them on your behalf.

4. Bookings made over the ONDC network

For a journey or stay booked through the Open Network for Digital Commerce (ONDC), RailRoute acts as the Buyer Application. A complaint about such an order is raised and tracked through ONDC’s Issue and Grievance Management (IGM) process: use “Problem with this booking?” under your ticket, or write to us and we raise it for you. ONDC is the network facilitator and is not a party to the transaction.

We raise it with the seller at once, and it moves through up to four levels:

1. The seller resolves it. On the network the seller is asked for a first response within 2 hours and a resolution within 1 day. They may ask you for more information, or offer you a choice of resolutions (a refund, for example) that you accept or turn down — all under your ticket.
2. The seller’s Grievance Redressal Officer. If you are not satisfied, escalate it from the same place. It becomes a grievance, owned by the seller’s GRO, with our Grievance Redressal Officer above following it.
3. ONDC. If the grievance is still not settled, it can go to ONDC’s dispute resolution (ONDC CARE), through us or directly.
4. The courts remain open to you at any stage.

5. What we can resolve, and what belongs to the operator

RailRoute plans and books your journey; the ticket or booking itself is the railway’s, the airline’s, the hotel’s or the seller’s, and its fare, cancellation and refund rules are theirs — see the Booking terms. We will always help you reach the right resolution and push it with the operator, but we cannot change an operator’s own rule or refund a fare RailRoute never received.