Lok Sabha Question No. 762 (UNSTARRED), answered on 2026-02-04
Subject: Overcharging by IRCTC Vendors on Trains
Ministry: RAILWAYS
Asked by: Shri Janardan Singh Sigriwal

## GOVERNMENT OF INDIA MINISTRY OF RAILWAYS LOK SABHA UNSTARRED QUESTION NO. 762 TO BE ANSWERED ON 04.02.2026

## OVERCHARGING BY IRCTC VENDORS ON TRAINS

## 762. SHRI JANARDAN SINGH SIGRIWAL:

Will the Minister of RAILWAYS be pleased to state:

- (a)  whether the Government is aware of instances where IRCTC catering vendors  on  trains  have  been  illegally  overcharging  passengers  higher than those prescribed for food items and if so, the details thereof;
- (b)  the  total  number  of  complaints  received  from  passengers  regarding overcharging  by  IRCTC  vendors  on  trains  during  the  last  three  years, zone-wise along with the action taken by the Government thereon;
- (c)  whether  the  Government  has  conducted  any  inspections  to  monitor compliance with approved menu rates of food/beverages on trains and if so, the details and findings thereof;
- (d)  whether  any  disciplinary/penal  action  has  been  taken  against  the defaulting  contractors/vendors/catering  staff  involved  in  overcharging and if so, the number and nature of such actions taken during the said period; and
- (e) whether the Government proposes to implement additional measures/digital monitoring systems to prevent such illegal overcharging in future and if so, the details thereof?

## ANSWER

MINISTER OF RAILWAYS, INFORMATION & BROADCASTING AND

ELECTRONICS & INFORMATION TECHNOLOGY

(SHRI ASHWINI VAISHNAW)

- (a)  to  (e):  Indian  Railways  serve  about  58  cr  meals  every  year  on  average. About only 0.0008% complaints are received on average. Based on inquiry on these  complaints  during  the  last  three  years,  a  fine  of  Rs  2.6  cr  has  been imposed.

In order to take passenger feedback, the complaint management system over Indian Railways has been strengthened, simplified and made more accessible  over  the  last  few  years  through  the  introduction  of  RailMadad Portal.  With  the  launch  of  RailMadad  Portal,  Indian  Railways  provided passengers a single window system to register complaints and suggestions.

IRCTC and Railway officials conduct surprise and periodic checks to ensure compliance with catering standards on trains. IRCTC has deployed supervisors  and  catering  assistants  for  ongoing  monitoring  of  onboard services  and  real-time  resolution  of  passengers  grievances.  To  enhance inspection coverage, IRCTC has engaged additional Hospitality Monitors for sectional oversight of catering services on mail express trains

Indian Railways continuously endeavour to make available food items to the travelling  passengers  as  per  the  prescribed  rates.  Necessary  steps  are accordingly taken by Indian Railways from time to time to ensure the same. Following steps have been taken by Railways to curb overcharging in trains :

-  SMS is sent to passengers with a link of menu and tariff to make them aware of rates.
-  Installation  of  Point  of  Sale  (POS)  machines  for  billing  and  cashless payments.
-  Conducting awareness campaigns to promote billing and curb overcharging.
-  Rates stickers on Packaged Drinking Water (PDW) Buckets and Tea/Coffee urns.
-  Introduction of e-pantry service in Mail/Express trains to facilitate passengers to book meals through an online module.
-  Implementation  of  QR  code  enabled  Identity  Cards  to  onboard  catering staff.
-  Distribution  of  pamphlets  to  create  awareness  regarding  the  rate  of catering items and Packaged Drinking Water bottles.
-  Special Inspection Drives to check overcharging and billing issues.
-  Imposition of suitable penalty in cases of overcharging, if any.

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