🚆 IRCTC Service Incidents Raise Passenger Safety and Accountability Concerns

Over the past year, several troubling incidents involving staff linked to the Indian Railway Catering and Tourism Corporation (IRCTC) have raised questions about passenger safety, customer service, and contractor accountability aboard Indian trains.

Allegations of Assault and Overcharging

In May 2025, a passenger aboard the Hemkunt Express (Train No. 14609) reported being beaten after complaining that pantry staff over-charged him for bottled water. The video of the incident went viral, prompting swift action by the Railways—the catering contractor was fined ₹5 lakh, and an internal probe was ordered by IRCTC.

A similar case surfaced in July 2025, when a passenger on the Somnath (Veraval–Jabalpur) Express alleged physical assault by pantry workers following a dispute over food prices. Authorities confirmed the incident and suspended the vendor pending investigation.

A Pattern of Misconduct

While the majority of IRCTC’s catering and tourism operations function without major issues, isolated incidents of violence, verbal abuse, or overcharging have become increasingly visible through viral videos. Social media amplification has pressured IRCTC to enforce stricter oversight of its contracted vendors and on-board service personnel.

IRCTC’s Response

IRCTC officials have stated that such behaviour violates contractual obligations and the Railway Board’s passenger service code. The corporation has begun random inspections, increased CCTV surveillance, and introduced digital feedback tools allowing passengers to directly report misconduct.

Passenger Safety First

These episodes underline the need for tighter supervision of outsourced catering and on-board services, as well as better grievance redressal for passengers. While IRCTC continues to expand digital booking and tourism services, ensuring the safety and dignity of every traveller remains its most pressing priority.