The Indian Railways’ growing shift toward digital payments has drawn criticism from both passengers and employees, who claim that the move has unintentionally reduced passenger convenience—particularly when it comes to changing travel dates.

Initially, the digital-first model was tested at parcel counters, where it worked smoothly. Most clients adopted online transactions without difficulty. However, extending the system to passenger reservation counters has created confusion and dissatisfaction among travelers.

Loss of Journey Change Option

A senior railway official explained that under the earlier cash-based system, passengers could change the date of their journey up to 48 hours before departure by paying a nominal ₹20 fee for a sleeper-class ticket. But after the introduction of digital payments, this option no longer exists.

Now, travelers must cancel their tickets entirely, pay a ₹120 cancellation fee, and book a new ticket for the revised date. The refund for the cancelled ticket is processed digitally and returned later to the passenger’s account, forcing many to carry extra money to rebook immediately.

In contrast, the earlier cash system allowed instant refunds, enabling passengers to quickly purchase new tickets on the spot with minimal cash. As a result, experienced passengers continue to prefer cash payments at reservation counters to retain flexibility.

Public Resistance and Friction at Counters

Railway staff report that many passengers—especially those unfamiliar with digital systems—still prefer to pay in cash. Around 10% of travelers using the Unreserved Ticketing System (UTS) continue to rely on physical currency for daily travel.

The growing pressure to discourage cash transactions has, at times, led to friction between passengers and booking staff. Commuters argue that as long as physical cash remains legal tender, they should have the freedom to choose their payment method.

Railway Board’s Clarification

Railway officials emphasized that the digital initiative came directly from the Railway Board, aimed at promoting transparency and efficiency. They assured that cash payments are not being banned, and passengers who prefer physical transactions can continue using them.

Officials also stated that any technical issues or limitations in digital processes would be addressed in time. In the Thiruvananthapuram division alone, nearly 1.1 lakh general tickets are issued daily—showing the scale and challenge of balancing modernization with passenger comfort.

While the Railways’ digital push aligns with the government’s broader vision of a cashless economy, passengers believe convenience and choice should remain central to the system that millions depend on every day.