IRCTC Tourism Customer Care and Cancellations

Picture a customer at your counter with a tour package problem and a phone full of numbers from search results. Which one do they call? It’s harder to answer than it sounds, because IRCTC runs railway ticketing and tourism as separate services with separate contact pages, and two pairs of numbers differ by just one digit.

This post pulls the contacts, the cancellation steps and the charges into one place so you can tell a customer who to call and what to have ready. Everything here comes from IRCTC Tourism’s own pages and IRCTC’s ticketing contact page, as of 17 October 2026, unless a sentence says it comes from SiOnline. Numbers and email addresses change, so copy them from the page on the day you need them.

Which IRCTC Tourism contact should you use?

If the question is about one particular departure, start with the contact details inside that package. IRCTC’s FAQ says they appear under the package’s “View Details” option. IRCTC’s contact page also lists zonal and regional offices if you’d rather deal with someone nearer.

Agents have a separate route. IRCTC’s Travel Agents page names a Tourism Agent Cell. As of 17 October 2026, the guidelines for e-ticketing Principal Service Providers (PSPs) give 011-23345702 for it, with office hours of 10:00 AM to 06:00 PM. Other agent routes print 09:30 to 18:00, so check the hours before you call.

Here’s a gap you should know about. IRCTC’s rolling deposit procedure says refunds are credited to the account holder’s rolling deposit account. But it defines holders as Principal Service Providers, direct agents and payment providers, and it doesn’t say where a retail agent’s refund goes. So ask SiOnline support in writing whether tourism bookings are available on your SiOnline account. If they are, ask how a cancellation is done and where the refund is credited.

Which numbers look alike?

IRCTC’s tourism home page header gives 080-44647998 / 35734998. Then there’s IRCTC’s separate ticketing contact page, headed “For Any Queries Related to Railway Tickets Booked via IRCTC”. It lists +91-8044647999 / +91-8035734999 for customers outside India. Look at the last digit. That’s the only difference from the tourism numbers.

The ticketing page doesn’t list tour packages, so don’t send tour customers there. If you’re not sure which line a number belongs to, check it against these two pages, not a search result or a social media post. And never give a password or OTP to anyone who calls about a booking, whichever number they use.

Who do you contact for which problem?

Do the simplest check first. Then make the call. Then write to them.

• Money left the account but no tour confirmation number appeared. Open booked history in “my account”. For a part-payment booking, IRCTC says the number is generated only after the full amount is received, so this may just be waiting for the last instalment. If that doesn’t explain it, email tourism@irctc.com or call 1800110139 with the payment reference.
• The voucher or ticket has an error. Report it at once on 011-23701101, 1800110139 or tourism@irctc.com, as the terms page asks. Don’t wait until the day of travel.
• The website is down when the customer needs to cancel. Try again later. If it stays down, email tourism@irctc.com. IRCTC’s rail tour package FAQ says the date and time of that mail are the basis for computing the cancellation charge, so send it the moment you see the site is down.
• The final instalment of a part-payment booking won’t post. Open booked history first, so you don’t pay twice. IRCTC’s terms say a user who repeats the transaction and fails to cancel the duplicate has no right to claim the amount. As of 17 October 2026, IRCTC says a final payment not made at least 30 days before departure cancels the booking with charges. If it still fails, write to portal@irctc.com. Also remember that IRCTC’s FAQ says agents are not authorised for online part-payment bookings.
• The boarding point on a rail tour package has to change. Press the “contact us” tab inside that package and speak to the IRCTC staff named there.
• A retiring room question. Check the confirmation message first, since IRCTC’s home page says it goes to your registered number. Then write to retiringroom@irctc.co.in.
• A problem with your SiOnline account or wallet. Start with your SiOnline login, then SiOnline support (see below).

IRCTC Tourism’s pages don’t name a separate complaint address. Use tourism@irctc.com and the toll-free number, and note the date and time of every contact you make.

What should you have ready before you call?

Calls go faster when you’ve got the details in front of you. Here’s the list:

• The tour ID (TID) or confirmation number, the package name and the departure date.
• The email and mobile number used at booking. For a guest booking, these are the login.
• The names of the passengers affected.
• The payment reference.
• For a rail tour package, the voucher. IRCTC’s FAQ says it names a marketing coordinator whose number can answer package queries.
• The date and time of any earlier call or email.

How do you cancel a tour package?

IRCTC’s FAQ gives three routes in its rail tour package tab. The air and outbound tabs don’t print any cancellation steps, so for those, read the package terms.

1. Booked online with a user ID. Log in at www.irctctourism.com, open “my account” and the product icon, select the TID, and press the cancel tab.
2. Booked online as a guest. Use the guest login with the same email and mobile number used at booking, open “my account” and the product icon, select the TID and the passenger, and press the cancel tab.
3. Booked at an IRCTC office or counter. Go to the office or counter where it was booked. The staff cancel it for you.

If the cancel option fails, mail tourism@irctc.com. Online cancellation is possible only on the website, not at Passenger Reservation System (PRS) counters, and an online voucher can’t be cancelled at a counter either. So if a customer turns up with an online booking and asks you to cancel it at a counter, the answer is no, and now you know why.

Two limits to remember. A booking made with part payment allows only a full cancellation, with the applicable charges. For other rail tour bookings, the FAQ says one or more group members can be cancelled.

What does a cancellation cost?

IRCTC’s FAQ says cancellation charges vary for different packages, and the applicable charges are in each product’s terms. It prints two general slabs. When you quote them, say they’re IRCTC’s, never yours, and tell the customer the package’s own terms decide.

For land (holiday) and rail tour packages, days are counted excluding the date of departure:

The first row reads “Up to 15 days”, which overlaps the rows below it. That’s how IRCTC prints it. So read it with the package terms before telling a customer which row applies. For international (outbound) tours, the table looks different:

The boundary days overlap here too (30 and 8), so check the package terms before you say which row applies.

Some other things from the FAQ are worth knowing before a customer asks:

• Services already used. The slabs don’t describe a refund for services already used. IRCTC’s domestic air tab says there’s no refund for unutilised services, and the rail tour tab says a customer who breaks a package early gets no refund for the unused part.
• Domestic air packages. The FAQ prints no slab for them. Read that package’s terms.
• Natural calamities. IRCTC says it will try to continue the tour with an altered itinerary, and the refund then depends on the actual situation and the services already availed.
• If IRCTC changes or cancels an outbound departure. If it makes a significant change or cancels, the outbound tab says the customer may accept the change or cancel for a refund of the payment remitted to IRCTC. That doesn’t cover items booked separately, such as airline tickets.

When will the refund arrive?

As of 17 October 2026, IRCTC’s tourism FAQ says that, for packages cancelled online, refund cases are processed by IRCTC within 2 working days. The refund also depends on the customer’s bank process: up to 5 working days for net banking, debit and credit cards, which IRCTC totals as 7 working days. Where no tour confirmation number is generated, the FAQ says the package cost is refunded to the same account within 3 to 5 working days for net banking and 5 to 7 days for debit or credit cards.

These are IRCTC’s published timelines, not a SiOnline promise. If a refund hasn’t arrived after the time IRCTC states, contact IRCTC Tourism with the TID and payment reference.

When should you contact SiOnline instead?

IRCTC Tourism runs the packages, sets their terms and decides cancellation charges and refunds. SiOnline doesn’t issue IRCTC Tourism packages and can’t change a charge or reverse an IRCTC decision. If the trouble is with your own SiOnline account, phone support on +91 91091 35959 and email or ticket support are open 24 hours, 7 days.

Contact SiOnline support or customer care with your agent ID, and never send a password or OTP. For SiOnline’s page on this service, see IRCTC Tourism for agents.

Questions agents ask

Are IRCTC Tourism cancellation charges fixed?

No. IRCTC’s FAQ says charges vary by package and are in each package’s terms. It prints general slabs for rail and land packages and for outbound tours. Read the package’s own terms before you quote a charge.

Is 14646 the number for tour packages?

No. IRCTC’s ticketing contact page lists 14646 under queries about railway tickets and doesn’t list tour packages. For packages, IRCTC Tourism gives 1800110139 and tourism@irctc.com.

What if the website is down when I need to cancel?

Send a mail to tourism@irctc.com as soon as you find the site down. The date and time of that mail are the basis for computing the cancellation charge.

Can I book a part-payment tour for a customer?

IRCTC’s FAQ says agents are not authorised for online part-payment bookings on www.irctctourism.com. Don’t promise it to a customer. Ask SiOnline support in writing what’s available on your account.

Sources and checks

• IRCTC Tourism, FAQ page, retrieved 17 October 2026.
• IRCTC Tourism, terms and conditions page, retrieved 17 October 2026.
• IRCTC Tourism, home page and contact page, retrieved 17 October 2026.
• IRCTC Tourism, Travel Agents page, retrieved 17 October 2026.
• IRCTC, ticketing contact page, retrieved 17 October 2026.

IRCTC Tourism’s rules, charges and contact details change. Confirm them at the source before you act.