Dear Sir/ Madam,

Sub: Harassment & Refusal to cancel the reserved ticket of a late running (15 hours delay) train (Train No: 6345) at Trivandrum junction on 26th July 2010 at 7:10 P.M.
Ref: PNR No: 840-0999017; Ticket Number: 16344512; Train No: 6345; From: ERS To: TVC; Date: 26-07-2010; Class: SL

I had booked a ticket for my wife & children to travel from Ernakulam Junction (South) to Trivandrum as mentioned in the reference. When they reached Ernakulam Junction they were shocked to know that the train was running twelve & half hours behind schedule. With two children and heavy luggage she managed to reach Ernakulam Town (North) with lot of difficulties. She purchased unreserved sleeper class ticket and travelled in train number 7230 (Sabari Express) and reached Trivandrum at 7:00 P.M. with lot of difficulty. After receiving them at the railway station, I asked them to wait in the platform and enquired in the information centre to cancel the reserved train ticket which was running late. They directed me to the reservation centre. I reached there at 7:05 P.M. and waited in the big queue at enquiry counter. I was shocked to see that none of your staff at the reservation centre was aware of the late running of few trains passing their junction .The staff asked me to take a token and cancel the ticket at the reservation counter. My turn came (Token No: 2191) at 7:40 P.M. and went to counter No: 5. He directed me to counter No: 8 (bulk booking) and waited there for few minutes. After explaining to her that this train was running 12:30 hours late, she murmured as if a big job has to be done. She went to the supervisor and returned back asking me to meet him. I met the supervisor and he tranquilly replied that this ticket could not be cancelled here and I should have cancelled at the origin station. As already my family had suffered a lot due to the late running of train and I spent around one hour moving from one counter to other, I was mentally agonised by the behaviour of your staff and feel humiliated.

Kindly let me know whether a sane person who comes to know that a train she supposed to travel is running late for more than 12 hours will try to catch another train and reach the destination or take & fill the cancellation form, stand in the big queue, enquire and then cancel the ticket carrying luggage & young children.

Hence I urge you to take action on your erring staff and let me know the action taken. Also arrange for the complete refund of ticket fare. Letters through registered post sent to Southern Railway headquarters & trivandrum offices on 26-07-2010