New Delhi: The Indian Railways has imposed a ₹10 lakh fine on IRCTC following a serious passenger complaint over food quality on the Patna–Tatanagar Vande Bharat Express.

The action comes after a viral video surfaced showing a passenger allegedly finding live worms in the food served onboard. As reported by Hindustan Times, the video captures the passenger confronting staff, who initially attempted to dismiss the issue as “kesar” (saffron).

Following the incident, the Railways took strict action against both IRCTC and the catering vendor.

Officials said the complaint, reported on train number 21896 on March 15, was taken seriously. Along with penalising IRCTC, the Railways imposed a ₹50 lakh fine on the service provider and ordered termination of its contract.

A railway spokesperson said passenger safety and food quality remain top priorities, and strict action will continue against any lapses in onboard services.

Railways highlights low complaint rate

The Ministry of Railways noted that it serves nearly 58 crore meals annually across trains in India. Despite the massive scale, the complaint rate remains extremely low at around 0.0008%, including issues related to food quality and overcharging.

Over the past three years, penalties worth ₹2.6 crore have been imposed in response to passenger complaints, reflecting increased monitoring and accountability in railway catering services.

Officials also revealed that in 2025, three incidents involving assault on passengers by pantry car staff were reported. Legal action was taken in all cases by the Government Railway Police.

Meanwhile, Union Minister Ashwini Vaishnaw announced five new reforms for 2026 under the government’s “Reform Express” initiative. With this, the total number of reforms introduced this year has reached nine.

The latest reforms focus on:

  • Cargo operations (2 reforms)
  • Infrastructure and construction (1 reform)
  • Passenger convenience (2 reforms)

Focus on cargo: Salt transportation push

Highlighting one of the key reforms, Vaishnaw said India is among the largest producers and exporters of salt globally. Major production hubs include Tamil Nadu, Gujarat, and Rajasthan.

Out of nearly 35 million tonnes of salt produced annually, only about 9.2 million tonnes are transported via railways, indicating a significant opportunity to expand cargo movement and improve logistics efficiency.