Over 6,600 Food Complaints Shake Indian Railways in 2024

Post by : Amit

Mounting Passenger Frustration Over Food Quality Spurs Accountability Questions

New Delhi, July, 2025 — Indian Railways is facing a growing public outcry over food quality on board its trains. In a recent written reply to the Lok Sabha, Union Railway Minister Ashwini Vaishnaw confirmed that more than 6,638 complaints regarding food served on trains were registered during the first four months of the 2024–25 fiscal year. The volume and consistency of these grievances are casting a long shadow on the Indian Railway Catering and Tourism Corporation (IRCTC), the government’s own catering arm.

This revelation comes amid the Ministry’s renewed commitment to improving passenger amenities and comfort. However, the figures suggest that the gap between policy intent and passenger experience may be widening, especially when it comes to hygiene, taste, and timely service — essential facets of a long-distance rail journey.

A Steady Stream of Complaints: What the Numbers Reveal

According to the data presented, the complaints were received via official digital portals, helplines, social media channels, and written submissions. These included issues like stale or undercooked food, contaminated water, unhygienic packaging, and misbehavior by catering staff.

This number—6,638 complaints—does not merely represent individual incidents; it reflects systemic issues that, despite multiple reform announcements over the years, continue to persist. In comparison, FY2023–24 recorded around 18,000 complaints for the entire year, showing a troubling trend that could breach last year’s numbers if left unchecked.

The IRCTC, which manages catering services on trains, has responded by stating that it has been taking “corrective action in all cases”, but the credibility of that assurance is now under scrutiny. Repeated passenger dissatisfaction indicates that either these corrective measures are not being effectively implemented, or that they are insufficient to meet rising expectations.

Passengers’ Voice: The Food Quality Reality

Passenger experiences shared across platforms paint a less than appetizing picture. Viral social media posts frequently feature meals served in premium trains like Rajdhani or Shatabdi, where sub-par quality is especially unacceptable given the higher fare and supposed premium services.

One regular passenger on the Howrah-Delhi Rajdhani told us, “For the price we pay, we expect meals that are edible at the very least. I once received cold roti and sour dal, and the staff simply shrugged when I complained.” Others echoed the sentiment, complaining that items often do not match the printed menu or are served cold and late.

The poor food quality issue is especially concerning for senior citizens and diabetic passengers, who have specific dietary requirements. “There is no provision for healthy alternatives. They offer deep-fried snacks in the name of breakfast,” noted a 62-year-old passenger traveling from Bengaluru to Hyderabad.

IRCTC’s Response and Monitoring Measures

In response to the rising number of complaints, IRCTC claims it has put in place various mechanisms to monitor and improve the quality of food. These include onboard inspections, third-party audits, and surprise checks at base kitchens and pantry cars.

Ashwini Vaishnaw added that food samples are regularly tested and that “stringent action is taken against licensees and vendors found violating quality norms.” Penalties, license cancellations, and blacklisting have been employed where necessary.

Additionally, the use of AI-based kitchen monitoring, QR code feedback systems, and a centralized complaint redressal mechanism has been expanded to ensure greater oversight. Yet, critics argue that without transparency about how these complaints are resolved, such systems may remain cosmetic.

Where the Problems Lie: A System Under Pressure

Railway insiders point to several layers of complexity behind the food quality issues. Catering contracts are often awarded to lowest-bidder contractors, which then outsource the food production to smaller players to reduce costs. This chain of subcontracting leads to loss of accountability and poor supervision of food preparation.

Moreover, the IRCTC has struggled with capacity constraints. As the number of trains with onboard meal services increases, especially with the rise of Vande Bharat and Humsafar Express routes, the infrastructure of base kitchens is becoming stretched. Logistics challenges, inconsistent refrigeration in pantry cars, and the absence of skilled catering staff are all contributing to the chaos.

Even upgraded trains often operate without modern heating and storage equipment, resulting in delays and deterioration of food served over long distances.

Policy Versus Practice: Amrit Bharat and the Food Gap

Ironically, this wave of food-related complaints comes at a time when the government is aggressively pushing infrastructure and service upgrades through schemes like Amrit Bharat Station Program and New Catering Policies.

While billions are being pumped into redeveloping railway stations, digital ticketing, and Wi-Fi installations, the “basic expectation” of good, clean food on board seems to have taken a backseat. Many critics and civil society organizations are now calling for the Ministry to align its passenger experience strategy with core necessities rather than only optics.

Global Comparisons: Falling Short of International Benchmarks

India’s catering system in railways once aspired to reach standards set by international counterparts like Japan Railways or the European high-speed network, where food quality is considered part of the premium experience. Unfortunately, repeated customer dissatisfaction and lack of swift redressal mechanisms are making India’s railway food services fall behind, not just on international standards, but also on domestic expectations.

Experts believe that privatization of select routes, with better regulatory monitoring and flexibility, could bring a wave of change. But until systemic issues in vendor management and contract enforcement are fixed, passengers are unlikely to see a lasting change.

What Needs to Be Done: A Way Forward

To restore trust, rail authorities must consider overhauling the entire catering chain:

1. Strengthen Vendor Vetting: Focus should be on quality-based selection, not lowest-bidder criteria.
2. Upgrade Base Kitchens: Equip them with modern hygienic cooking facilities and trained staff.
3. Eliminate Subcontracting: Direct management of catering by IRCTC or reputed partners can reduce accountability loss.
4. Real-Time Feedback Loops: Ensure AI-based complaint systems show resolution timelines and actions taken.
5. Nutrition-Focused Menus: Include regionally diverse and health-conscious meals for wider passenger satisfaction.

Government’s Next Moves and Timeline

While the Railway Minister has reiterated commitment to improvement, the public is awaiting clear timelines and data-backed updates on how these complaints are being acted upon. A centralized dashboard showing number of complaints, resolution status, and vendor performance ratings may go a long way in building confidence.

The Ministry is reportedly planning to launch a “Rail Food Quality Mission” under the broader “Viksit Bharat 2047” campaign in the coming months, targeting onboard catering revamp, kitchen modernization, and new licensing norms.

Restoring the Taste of Trust

With over 8 billion passengers annually, Indian Railways remains the lifeline of the country. Food, although seen as a minor service component, often becomes a decisive factor in how passengers judge the quality of their journey. When that food falls short—especially repeatedly—it reflects not just a service failure, but a broken trust.

As India aspires to modernize its mobility infrastructure and passenger services, ensuring dignity in basics like food and hygiene is non-negotiable. The numbers from FY25 should serve not just as a warning but as an urgent call for reform.

India, IRCTC catering