The Railway Board has issued a directive to the various railway zones and the Indian Railway Catering and Tourism Corporation (IRCTC) to implement a series of immediate measures aimed at addressing complaints and grievances related to catering services on Vande Bharat trains. These measures are designed to enhance the overall dining experience for passengers and improve the quality of services provided.
In an official communication, the Railway Board outlined several key actions that are to be taken by all zonal railways, IRCTC, and the Centre for Railway Information Systems (CRIS) to tackle complaints concerning hygiene, service quality, and food availability on Vande Bharat trains,PTI reported.
“Passengers’ complaints and grievances related to catering services in Vande Bharat trains have been reviewed by the Board,” the letter said, directing CRIS and IRCTC to work together and send SMS to passengers “giving the option to book food and also informing them about food services being made available against the catering appointment collected from them.” It said that those passengers, who have confirmed tickets but opted out of food services, will be given a link in SMS immediately on booking of tickets in case they want to book meals. “Another SMS with a link would be sent to them 48 hours before their journey, in case they want to book meals,” the board added.
Serving vegetarian meals only
The directive also stipulates that current booking passengers will be served only vegetarian meals, as the current booking facility is available up to 15 minutes before the train’s departure, leaving limited time for meal arrangements.
Furthermore, the Railway Board has instructed zonal managers to ensure announcements are made on all Vande Bharat trains to inform passengers about the availability of meals. These announcements will be made at both originating and boarding stations.
Additionally, an announcement will be made at each boarding station, informing passengers that those who initially opted out of meals can still avail themselves of food services, subject to availability, with an additional service charge of Rs 50.
Decluttering aisle space
Moreover, the directive noted the cluttering of aisle space caused by cartons of Rail Neer (water bottles) being carried for both sides of the journey. IRCTC has been instructed to supply and load Rail Neer from both ends of the trip to prevent such congestion.
The board also recognized issues related to hawking for sale and overstocking of items near doors, which hinder passenger movement. As a pilot initiative for six months, this practice has been discontinued to ensure smoother passenger flow.
(With inputs from PTI)
