Indian Railways passengers are increasingly opting out of pre-booked meals offered by the Indian Railway Catering and Tourism Corporation (IRCTC). An estimated 25-30% of travelers are now choosing to forgo these services, primarily to save on catering charges, according to IRCTC Chairman and Managing Director Rahul Himalian.
A Shifting Preference in Train Travel
The trend represents a significant change from IRCTC's previous catering model, where passengers were more likely to opt into meal services. Himalian, while presenting the Q1 FY27 earnings, noted that this shift allows passengers greater choice and the opportunity to reduce their overall travel expenditure. He cautioned that the 25-30% figure is an initial estimate and has not yet been independently verified by the corporation.
Despite the rise in opt-outs, the IRCTC Chairman emphasized that this trend should be seen as an expansion of passenger choice rather than an indication of widespread dissatisfaction with the food quality. The corporation handles a massive volume of meals annually, serving approximately 58 crore meals a year, which translates to around 18 lakh meals daily.
Catering Operations and Complaint Management
IRCTC maintains that complaints regarding its catering services remain remarkably low relative to the scale of its operations. The company receives an average of 300 to 500 complaints daily, which accounts for a minuscule 0.0008% of the meals supplied. Furthermore, many of these complaints are not directly related to food quality but rather concern issues such as requests for additional water, baby food, or feedback on staff behavior.
Expanding Digital Food Services
In response to evolving passenger needs and preferences, IRCTC is actively expanding its alternative food-ordering options. The eCatering service has seen substantial growth, increasing from approximately 1.25 lakh meals served daily to over 1.6 lakh meals. This platform allows passengers to order food from a wider selection of vendors.
Additionally, the newer e-Pantry service is being rolled out across the railway network. Currently available on more than 50 trains, there are plans to expand this service to approximately 100 trains. The e-Pantry model enables passengers to order food from vendors traveling on the same train directly through a mobile application or QR code, a system designed to prevent overcharging and enhance convenience for travelers.