Ok, I am not saying that service charge should be made zero... Have u heard about economies of scale? When more n more people start using anything, the per unit cost of that thing goes down significantly. As I have written, higher costs can be justified when something is being set up because more capital is needed. In IT systems, once the infrastructure is set up, only operational, maintenance n related man power costs r required. These costs are low compared to costs of setting up like buying servers, paying for programmers etc. Irctc has been providing online booking for more than 10 years now so paying 50-60 rupees extra or even more each time u book a ticket is quite high! And given the scale of online booking n cancellations, such high costs r not justified!