IRCTC Complaint Turns Dangerous: Passenger Beaten Up After Reporting Caterer Overcharging

A recent incident involving train number 11463 Somnath Jabalpur Express has raised serious questions about the safety of passengers who file complaints. Here’s what reportedly happened:

A passenger noticed that the caterer was overcharging for food.
The passenger filed a complaint by tagging @RailwaySeva on social media.
RailwaySeva took the PNR number and seat details, forwarding them to IRCTC.
IRCTC passed the details to the contractor responsible for catering.
The contractor then sent his staff, who assaulted the passenger.

This is not an isolated case—at least two more such incidents have come to light.

Official Video Link: https://x.com/theskindoctor13/status/1945765958397935882

Why This Is a Big Problem

The complaint system lacks privacy. Passenger details are shared with the very people being accused.
There’s no third-party investigation or neutral process.
No immediate protection for complainants—leaving them vulnerable to retaliation.

What Needs to Change Immediately

To make the process safer and more effective:

Use a third-party complaint redressal system for IRCTC issues.
Keep passenger identity confidential during the investigation.
Allow digital refunds or resolution without forcing direct contact with the accused.
Improve transparency and follow-up on complaints filed via RailwaySeva.

FAQs

Q1: What is RailwaySeva?
A: RailwaySeva is an official Twitter handle where passengers can file complaints related to Indian Railways.

Q2: How do I complain about catering in trains?
A: You can tweet to @RailwaySeva with your PNR number and issue. You can also use the IRCTC website or app.

Q3: Is it safe to include your PNR and seat number in a public complaint?
A: As this incident shows, it may not be safe. Sharing personal details should be avoided in public posts until safety reforms are in place.

Q4: What action does IRCTC take after a complaint?
A: They usually forward the issue to the respective vendor or contractor. But as seen here, this can backfire.

Q5: Can the accused access my personal data?
A: Currently, yes—your seat and coach details can be shared with contractors. This is what needs to be urgently changed.

Conclusion

This incident shows a serious flaw in how complaints are handled in Indian Railways. Instead of ensuring justice, the current system puts passengers at risk. It’s time for the government and IRCTC to revamp their complaint process and protect passengers from such retaliation.

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