Train Food Quality Complaint: How to File on IRCTC

What is IRCTC E-Catering?

IRCTC (Indian Railway Catering and Tourism Corporation) manages food services on Indian trains. Through the e-catering service, passengers can order food from restaurants at upcoming stations. If the food quality is poor, unhygienic, or not as ordered, passengers have the right to file a complaint and request a refund.

Common Food Quality Issues on Trains

• Stale or expired food served by pantry car
• Unhygienic preparation or packaging
• Food not matching the order (wrong item or quantity)
• Overcharging for meals or snacks
• Insects or foreign objects found in food
• Cold food or improperly cooked meals
• Vendor not providing bill/receipt

How to File a Food Complaint

Method 1: SMS to 139

This is the fastest method for on-train complaints:

1. Send an SMS to 139 with your complaint
2. Format: MEAL
3. Example: MEAL 4521678901 Stale food served in coach B2
4. You will receive a confirmation SMS with a complaint number
5. Railway staff will be alerted for immediate action

Method 2: Call 139

1. Dial 139 from your mobile phone
2. Select language preference
3. Choose the option for catering/food complaints
4. Provide your PNR number and describe the issue
5. The complaint will be registered and forwarded to IRCTC

Method 3: RailMadad Portal

1. Visit railmadad.indianrailways.gov.in
2. Click "Register Your Grievance"
3. Verify your mobile number via OTP
4. Select "Catering / Vending Services" as complaint category
5. Enter your PNR number
6. Describe the food quality issue in detail
7. Upload photos of the food as evidence
8. Submit the complaint and note the reference number

See our Railway Complaint Online guide for detailed steps on using RailMadad.

Method 4: IRCTC E-Catering Portal

For orders placed through e-catering:

1. Visit ecatering.irctc.co.in
2. Log in with your credentials
3. Go to "My Orders"
4. Select the order you want to complain about
5. Click on "Raise Complaint" or "Request Refund"
6. Describe the issue and upload photos
7. Submit — the refund will be processed to your original payment method

Method 5: Social Media

1. Tweet to @RailMinIndia or @IRCTCofficial on X (Twitter)
2. Include your PNR number, train number, and complaint details
3. Attach photos of the food issue
4. Railway social media teams respond promptly during operating hours

Refund Process

How to get a refund:

1. File the complaint within 24 hours of the incident
2. Provide clear evidence — photos, bills, order ID
3. For e-catering orders, the refund is initiated through the IRCTC portal
4. For pantry car issues, follow up on RailMadad with your complaint number

Important Tips

1. Take photos immediately — visual evidence is critical for food complaints
2. Keep the food packet/bill as proof until the complaint is resolved
3. File during the journey for fastest action — on-train complaints get priority
4. Check the MRP printed on packaged food — vendors cannot charge more than MRP
5. Every pantry car must display a rate list — verify prices before buying

Frequently Asked Questions

Q1: How do I complain about bad food on a train?

The fastest way is to SMS 139 with your PNR number and complaint. You can also call 139, use the RailMadad portal, or tweet to @IRCTCofficial.

Q2: Can I get a refund for bad food on the train?

Yes, for e-catering orders, you can request a refund through the IRCTC e-catering portal. For pantry car issues, file on RailMadad and follow up.

Q3: What is the helpline number for train food complaints?

Dial 139 — this is the all-in-one Indian Railways helpline for food complaints, enquiries, and grievances.

Q4: Can I complain if the food vendor is overcharging?

Yes, overcharging is a valid complaint. Note the item, price charged, and MRP (if packaged). File on RailMadad or call 139.

Q5: How long does it take to get a refund for IRCTC e-catering?

Refunds for e-catering orders are typically processed within 7-10 working days to your original payment method.

Q6: Can I file a food complaint after my journey?

Yes, but filing during the journey is recommended for faster action. Post-journey complaints can be filed on RailMadad within a reasonable timeframe.

Disclaimer: CitizenNest is an independent informational platform and is not affiliated with IRCTC or Indian Railways. For official food complaints, use railmadad.indianrailways.gov.in or call 139.