User account service needs improvement. Review on Irctc

I have booked twice from irctc. My first booking was hassle free but the second time it caused problems in booking.

Me, My family along with our panditji( guruji) had to visit narmada river for a holy puja, so I decided to book online from irctc as my dad said that instead of telling the agent to book, if we book our own it will save good money. Since it was my first time, it took time to book. I opened the site, not at all pleasing to eye. So many things were shown on homepage, which confused me. I made my account on it, and then booked tickets. On payment page, UCO BANK was not listed, as I use its card, so went for SBI card.

Around 11 rs per ticket was the tax. The agent takes 50 rs commision on ticket. So this is much preferable.

Second time, I had to book for my grandparents as they wanted to visit village. I forgot my account password. They sent a link on mail. I reset my password, then when I entered new password, it dint login and gave error. I changed my password 4-5 times but same error occured. Then, I sent a mail to the admin regarding this problem. But 1 hr went, no reply came. Suddenly, I thought of its app. As I know that apps are easy to use. So searched play store, found its app. In the app when I entered account details, it was successful & I logined. Once I was through this step, all went smooth. But I was frustrated at a point & almost gave up on booking.

My grandmother fell ill & so had to cancel tickets, around 120 rs were deducted for 2 tickets. Refund was made quick, in around 3-4 days.