easier cancellation /refund procedures

Dear Sir, I would like to bring to you r notice the following problem encountered by an old lady about 65 yrs age who got aticket booked by Farakka express o 29 th for delhi.from Farakka. She was miscommunicated the date of departure and could not avail the said ticket.Nextday she went to malda to buy another ticket and board the train from there,but could not get a refund, as she was told to go to Farakka to get refund.
1.REfund may be allowed after due verification as all are now linked by internet.
2.Time of departure date , place  may be written in local language additionally, to help local people who may not be conversant with english
regards dr dash