Many passengers rely on pantry cars or catering services during long train journeys. However, issues like stale food, poor quality, or overcharging are common. Indian Railways has now strengthened its grievance redressal system to ensure passengers get their money back and the service providers are held accountable.
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How to lodge a complaint and get a refund
Passengers can report bad food through several official channels. You can use the RailMadad app or website, call the 139 helpline, or tag @RailMinIndia and @IRCTCofficial on X (formerly Twitter). It is important to provide your PNR number and the date of the incident. For food ordered via the IRCTC e-catering app, passengers can simply go to the ‘Order History’ section and click ‘Raise a Refund Request’ to claim their money.
New rules and AI monitoring for food quality
To maintain hygiene, IRCTC has installed over 2,400 AI-based CCTV cameras in more than 800 kitchens. These cameras detect issues like pests or staff not wearing hairnets and gloves, sending instant alerts to managers. Additionally, a new rule states that pantry car food services will not be available from 11 PM to 6 AM to allow for cleaning and maintenance.
Strict action and penalties on providers
| Detail | Information |
|---|---|
| Total Complaints (2024-25) | 6,645 cases |
| Fines Imposed | 1,341 cases |
| Vande Bharat Penalty | IRCTC 10 Lakh, Provider 50 Lakh |
| Banned Platforms | 14 unauthorized e-catering sites |
| Monitoring Hub | Master Control Room in Delhi |
Frequently Asked Questions (FAQs)
What should I do if I receive poor quality food in a train?
You should take photos or videos of the food as evidence and lodge a complaint via the RailMadad app, website, or by calling 139 with your PNR details.
Can I get a refund for e-catering orders?
Yes, for orders made via the IRCTC e-catering app, you can request a refund directly through the ‘Order History’ section of the app.