The Indian Railways’ move to prioritize digital payments at ticket counters, signaling a gradual shift away from physical cash transactions, is causing considerable unease among railway staff and the public. Initially, this digital initiative saw success in parcel booking counters, where most customers seamlessly transitioned to online payment methods.
Yet, applying this digital-first approach to general and reservation counters has introduced a host of confusion and technical glitches. A senior railway official explained that under the traditional Passenger Reservation System (PRS), passengers buying tickets with cash could easily change their journey date up to 48 hours before departure by paying a nominal fee of ₹20 for a sleeper ticket.
With the new digital payment system, this convenient option is no longer available. Passengers wishing to alter their travel date must now cancel their existing ticket, incurring a higher cancellation charge of ₹120 for a sleeper class ticket, and then purchase a completely new one. Furthermore, the refund for the cancelled ticket is processed later and credited to their bank account, compelling passengers to carry extra cash to book their new journey immediately.
In stark contrast, the old cash transaction system allowed for immediate refunds upon ticket cancellation, meaning passengers only needed to carry the cancellation fee to rebook. Interestingly, many seasoned travelers, aware of these nuances, still opt to book their tickets with cash in advance. However, newer generations, less familiar with these former benefits, often default to digital payment methods, according to the official.
This push to reduce cash transactions at general ticket counters is also leading to frequent disagreements between passengers who prefer physical cash for their daily needs and the booking staff. Data shows that nearly 10% of travelers obtaining tickets from the Unreserved Ticketing System (UTS) continue to use cash. Critics argue that as long as physical currency remains a valid part of the economy, passengers should retain the fundamental right to choose their preferred payment method.
Railway officials, however, clarified that the directive to encourage digital transactions at both ticket counters and onboard trains originates from the Railway Board. They emphasized that this policy does not intend to deny the public the option of cash payments if that is their preference. Officials added that any identified issues with digital transactions could be addressed and refined in due course. On average, the Thiruvananthapuram division alone issues approximately 1.1 lakh general tickets daily.