Mumbai: Western Railway‘s Mumbai division on Tuesday launched the SARAL (Smart Assistance & Refund Access Link) portal, a dedicated online platform to streamline refunds for failed digital ticket transactions, with passengers able to access the system directly by scanning a QR code displayed at stations.The move comes amid growing reliance on digital payment modes such as UPI, QR codes and POS machines, where transaction failures often left commuters grappling with a lengthy and inefficient refund process.Under the earlier system, passengers had to approach station authorities, submit details manually and wait as requests were processed through multiple levels — from station staff to the divisional office, then to WR headquarters, and further to CRIS and banks such as SBI. This multi-layered process frequently led to delays, incomplete data issues and increased commuter dissatisfaction.WR’s principal chief commercial manager Tarun Jain said, “With the SARAL portal, passengers can now simply scan a QR code available at stations to access the platform, register complaints and submit transaction details online. The system enables automated data capture and validation, while also offering real-time tracking of refund status.”Once a complaint is filed, passengers receive an acknowledgement via the portal and email, along with automated updates on the progress of their refund, ensuring greater transparency and accountability.Officials said the platform is designed to improve coordination between railway systems and banking channels, thereby speeding up refunds and reducing manual intervention.Railway authorities said the initiative will enhance commuter confidence in digital payments while making the refund mechanism more efficient, transparent and passenger-friendly.
