Sometimes, it’s the smallest comforts—like a cup of morning tea—that reveal the true measure of service.
A Missed Cup, A Measured Penalty
A lapse in onboard service turned costly for a catering contractor on the Chennai–Hazrat Nizamuddin Duronto Express, after passengers were not served their scheduled morning tea. Following a complaint, the Indian Railway Catering and Tourism Corporation imposed a fine of ₹5,000 on the caterer.
The incident, reported on November 8, 2025, came to light after passenger Unnikrishnan R.K. from Palakkad filed a petition under the Right to Information Act, 2005. The penalty was levied ten days later, and the action was formally communicated to the complainant.
Morning tea or coffee is included as part of the onboard catering service, with passengers paying for it within their ticket fare. Given that Duronto Express trains operate with limited stops, passengers depend heavily on onboard services for meals and beverages—making such lapses more significant.
Tightening the System: Tech and Transparency on Track
In parallel, Indian Railways has been strengthening its catering ecosystem with new measures aimed at improving transparency and safety. Food packets now carry QR codes that display key details such as the kitchen of origin and preparation date.
To curb unauthorised vending, QR-enabled identity cards have also been issued to catering staff. These codes allow verification of vendor credentials, including Aadhaar details, medical fitness, and police verification. Unauthorized vending remains punishable under the Railway Act, 1989.
Food safety compliance has also been tightened, with mandatory certification from the Food Safety and Standards Authority of India through designated officers. Additionally, senior officials conduct surprise inspections in pantry cars, while third-party audits help maintain hygiene standards.
Efforts to improve passenger experience go beyond enforcement. Indian Railway Catering and Tourism Corporation is conducting satisfaction surveys and training staff in communication, service etiquette, and hygiene—ensuring that service quality matches passenger expectations.
On long journeys, even a single missed detail can echo louder than the rhythm of the tracks.
Summary
IRCTC fined a caterer ₹5,000 for failing to serve morning tea on the Chennai–Hazrat Nizamuddin Duronto Express after a passenger complaint. The case, revealed via an RTI query, highlights the importance of onboard services. Meanwhile, Indian Railways is enhancing transparency and safety through QR codes, stricter compliance, staff verification, and improved training and monitoring systems.
