indian railway ticketing

INDIAN RAILWAY TICKETING SYSTEM

ANUBHI RAIKWARMBA MARKETINGIPER , BHOPAL

CONTENT• Evolution of Indian Railway Ticketing System

• Changing marketing strategies-ServicesPricePlace Promotion

HOW INDIAN RAILWAY TICKETING SYSTEM EVOLVED -

TURNED A COMPLAINING CUSTOMER TO A PROUD CUSTOMER

MANNUAL COMPUTERISED WEB SYSTEM

• Till 1985- • Tickets issued manually • and stand-alone computerized ticketing and reservation

• 1990- • First self printing ticketing machine (SPTM) introduced in Delhi• CONCERT developed by CRIS is a total networking solution to Indian

railways passenger reservation system• 1993-• AC3 Tier coaches & sleeper class introduced apart from second class

• 1999-• Credit cards accepted for booking tickets & reservations

150 years of continuous up-gradation

Continue….• 2000-• Indian railways website was developed

• 2001-• IVRS for telephonic enquiries about trains were introduced

• 2002-• Online train reservation and ticketing over internet

• 2005-• IRCTC introduced e-ticketing for Indian railways • Thereafter ticketing by SMS

• 2014-• Next gen e-ticketing system

CHANGING MARKETING STRATEGIES

CONVERTING 4Ps INTO 4Cs

SERVICE

PRICE

PLACE

PROMOTION CUSTOMER COMMUNICATION

CUSTOMER CONVENIENCE

CUSTOMER COST

CUSTOMER SOLUTION

SERVICES THAT SOLVE CUSTOMER PROBLEMS

SERVICES PROVIDED BY IRTS

• Automatic Ticket Vending Machines (ATVM)

• Reservation/Booking and refund of tickets

• Catering Services

• Public Grievances Redressal

Continue..

• SMS Services 

• Mobile Ticketing Services

• Android app to book unreserved tickets

• Wi-Fi Services

• Facilities for Disabled/ Senior Citizens at Railway Stations- battery cars and escalators

PRICING STRATEGIES

Statistics 2015- • Dec 2015 Railways hikes fare for children from 5-12 years

• Indian Railways announced a hike in the Tatkal charges from December 25, 2015

• Increase in booking charges:• 175- 200 for sleeper class• Maximum 350-400 forAC-3• Minimum 250-300 for AC-3• Minimum 300-400 for AC-2• Maximum 400-500 for AC-2

PLACETHAT PROVIDES CONVENIENCE TO CUTOMERS

TRADITIONAL METHOD:

Booking ticket at a reservation counter: Counters open from 8 am to 8 pm (Monday to Saturday) On Sundays from 8 am to 2 pm.

MODERN WAYS OF BOOKING TICKET:Booking Through IRCTC ( Indian Railway Catering and Tourism Corporation Limited)

Booking through Mobile Apps for Android : Example :“UTS”

Booking through SMS from mobile phones:

PROMOTION STRATEGIESBETTER COMMUNICATIONS WITH CUSTOMERS

ISSUED IN 1953The stamp recalls a century of

progress of the Indian Railways.

INDIAN RAILWAY CENTENARY

Issued in 1993 - Steam locomotives

Commemorative postage stamps on Mountain Locomotives 100p : Neral – Matheran Railway600p : Darjeeling – Himalayan Railway800p : Nilgiri Mountain Railway1100p : Kalka – Shimla Railway

INDIAN RAILWAY CENTENARY

1998-coupon validating machines (CVM) introduced in Mumbai

IR LOGO ON STATION AND BHOLU –IR MASCOT PROJECTING BIG AND FRIENDLY

IMAGE FOR INDIAN RAILWAYS (2003)

2011-Rail Bandhu-Indian Railways launched magazine for train passengers

• First ever publication from Indian Railways

• Monthly magazine

• Distributed free of cost in all the premium trains

• For passengers of trains such as the Shatabdi and the Rajdhani Express.

• Includes news, railway events and features and stories that promote tourism in the country

INSTRUCTIONS TO THE PASSENGERS

INDIAN RAILWAY LOGO ON SERVICES PROVIDED

THANKYOU