Indian Railways Enhances Catering Services with New Guidelines and Improvements
Indian Railways is enhancing catering services across its network with new guidelines, increased base kitchens, and collaborations to improve food quality and passenger experience.
Indian Railways is taking significant steps to address longstanding concerns about food quality on trains. With passengers frequently voicing complaints about the quality of onboard meals, the Indian Railways Catering and Tourism Corporation (IRCTC) is implementing several measures to enhance catering services across its extensive network.
IRCTC plays a crucial role in providing catering services on Indian Railways, currently serving over 1,250 trains and 500 stations. On average, IRCTC supplies meals to approximately 1.6 million passengers daily. To address food quality issues, the Ministry of Railways issued new directives in November 2023 aimed at improving the standards of food service.
One of the key initiatives under these directives is the establishment of over 150 new base kitchens by August 15, 2024. These modern kitchens are equipped with advanced facilities designed to enhance both the quality and efficiency of meal preparation. The introduction of these base kitchens is expected to significantly improve the overall dining experience for passengers.
Additionally, the Railways have prepared a list of nationally recognized brands to be introduced on Vande Bharat trains, ensuring that passengers have access to high-quality food products. Collaborations with the Indian Culinary Institute have also been established to refine cooking processes and improve the quality of food items served on trains.
Passenger feedback is being actively used to refine catering services. The Rail Madad app, a platform for passengers to seek help and lodge complaints, plays a pivotal role in gathering feedback. The Railways analyze this feedback to address issues promptly. IRCTC officials are stationed on all major trains to ensure immediate resolution of complaints.
Recent statistics reveal that between April and August 2024, IRCTC imposed fines of over Rs 25,000 in more than 1,000 cases and over Rs1 lakh in 20 cases based on passenger complaints. These fines are part of a broader effort to enforce higher standards of service and accountability in catering operations.
The ongoing improvements in catering services reflect Indian Railways’ commitment to enhancing passenger satisfaction and ensuring that onboard dining meets the highest standards. As these new initiatives are rolled out, passengers can expect a more pleasant and reliable food service experience on their journeys.
