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LAHORE:
Pakistan Railways has introduced a new digital refund system and revised its standard operating procedures (SOPs) to facilitate passengers seeking refunds due to operational issues.
Under the new rules, passengers travelling in a lower class than the one booked will be entitled to a refund of the fare difference. Similarly, passengers will receive refunds for the additional fare paid if the air-conditioning system fails or the power plant stops working during the journey.
The railway has introduced a Digital Guard Certificate system for processing such refunds. Under the new arrangement, the conductor guard will issue a digital Guard Certificate (CM-109) through a Personal Digital Assistant (PDA).
Passengers who purchase tickets from booking counters will be able to claim refunds within seven days. They will be required to submit the original ticket, Guard Certificate and a copy of their CNIC.
Passengers booking tickets online will receive refunds automatically in their respective accounts, payment cards or digital wallets.
