Pakistan Railways launches new ticket refund policy

ISLAMABAD: In a bid to streamline its refund system, Pakistan Railways has announced a new ticket refund policy, which will also apply to tickets purchased through the “Rabta” app.

The policy, which was outlined in a railway notification, details different scenarios under which passengers can claim a refund for their tickets, depending on when they cancel.

According to the new policy, tickets purchased at railway counters (point of sale, or POS) will allow passengers to recover up to 90% of the ticket price if they cancel their journey at least 48 hours before the scheduled departure. If cancellation is made between 24 and 48 hours before departure, passengers will get an 80% refund, and those who cancel within 24 hours will get 70%.

However, passengers who cancel within 2 hours of the scheduled train departure will only receive 50% of their ticket price. If the train is delayed by 6 hours or more, passengers are entitled to a full refund.

For tickets purchased through POS, refunds can only be processed at the same counter where the ticket was originally purchased. Passengers will need to present their original ticket and a copy of their national identity card. Upon processing the refund, they will receive a cancellation slip with the amount refunded.

The refund process for online tickets will follow the same guidelines, with one important caveat: refunds for online purchases can only be processed through the same online platform where the payment was made. Importantly, no refunds will be given for online tickets after the scheduled train departure.

In cases where there is less than 1.5 hours left for the train to depart, passengers who opt for a refund will receive 50% of their ticket price. The policy aims to provide clear and improved customer service while maintaining operational efficiency for Pakistan Railways.

For more information, passengers are encouraged to visit the official website or use the Rabta app.