IRCTC pioneered internet-based rail ticket booking through its website accounted for 79.63% of the total reserved tickets booked online on Indian Railways in 2020-21. On an average, 4.80 lakh tickets were sold daily through IRCTC's website and Mobile App during 2020-21. The site offers round the clock ticket booking services, except for a 35 minute break from 2345 hrs to 0020 hrs

Ticket booking during the year was low due to the lock down condition imposed in the country on public movement. Further, bookings were totally stopped w.e.f. 15.04.2020 to 11.05.2020 due to unforeseen adverse circumstances in the wake of COVID-19 Global Pandemic. Passenger Train operations were completely stopped by Indian Railways from 22.03.2020 to 12.05.2020 and only skeleton service through Special Trains were operated post 12.05.2020 with some increase during festival period when few special trains were inducted