Passenger alleges overcharging by Delhi-bound train staff for food, IRCTC takes swift action in response

A woman, Ruchi Kokcha, took to social media platform X to share a troubling experience she encountered while ordering food on a train bound for Delhi. In her post, she detailed her journey on the Brahmaputra Express (train no. 15658, coach M2) from Patna to Delhi on December 8th, where she and her family occupied 10 seats. The issue arose when they ordered dinner, and the IRCTC (Indian Railway Catering and Tourism Corporation) staff allegedly charged extra for a vegetarian thali.

According to Kokcha’s account, the IRCTC dinner person initially quoted the price of the vegetarian thali as ₹150. However, when she requested a receipt, the bill presented showed a breakdown into two components: veg thali (₹80) and paneer sabji (₹70), totaling ₹150. Kokcha insisted on a bill only for the vegetarian thali, as that was their order. A heated argument ensued, lasting for an hour, until an official intervened and provided a bill for the vegetarian thali at ₹80, with the instruction to pay only that amount.

Expressing her dissatisfaction, Kokcha tagged the IRCTC in her tweet, urging them to address the situation. She accused the staff of overcharging and criticized their refusal to provide the promised bill, stating that such behavior tarnishes the image of Indian Railways.

Ma'am, thanks for highlighting the matter it is viewed seriously. A hefty penalty has been imposed on service provider . Also, the concerned licensee staff involved in overcharging has been deboarded.

— IRCTC (@IRCTCofficial) December 9, 2023

In response to Kokcha’s tweet, the IRCTC acknowledged the matter seriously and took prompt action. They informed her that a substantial penalty had been imposed on the service provider, and the staff responsible for overcharging had been removed from duty. Kokcha thanked the IRCTC for their swift response.

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The social media post generated numerous comments from users expressing support for Kokcha and commending the IRCTC for their proactive measures. Suggestions were made, such as including the bill as part of the meal delivery, to avoid such issues in the future. The incident underscored the role of social media in empowering the community to address service-related concerns and build trust in public institutions.