Indian Railways Upscales Train Food Services with Cluster Contracts & Monitoring

In a comprehensive move to enhance the quality and hygiene of food served aboard trains, the Ministry of Railways has introduced a strategic policy shift in train catering management. Detailed in Commercial Circular No.24 of 2023, the new system replaces the previous model of awarding catering contracts on an individual train basis with a more structured approach based on route-wise clusters of trains. This initiative aims to boost infrastructure, streamline service delivery, and enforce accountability in the food supply chain.

Cluster-Based Contracts for Seamless Meal Services

Under the new framework, the Indian Railway Catering and Tourism Corporation (IRCTC) has reorganized meal service delivery by forming clusters of trains mapped along specific routes. Each cluster is linked to a designated Base Kitchen, ensuring centralized food preparation and more consistent meal quality. These base kitchens are strategically located for logistical efficiency and hygiene supervision.

Contracts for these clusters have been awarded through a transparent bidding process, strictly adhering to the conditions laid out in the tender documents. According to IRCTC, 24 bidders participated in the tendering process, and 20 service providers were eventually awarded contracts. The contracts are spread out, ensuring that no single entity monopolizes the system—none of the successful bidders has received 80% or more of the contracts in Cluster A.

To further enforce transparency and public trust, Letters of Award (LOA) and contract details are publicly available on IRCTC’s website.

Strengthened Monitoring and Accountability

A strong emphasis has been placed on monitoring and compliance. IRCTC has implemented robust systems to oversee contractor performance and prevent unethical conduct. These include routine inspections, digital tracking of services, and a penalty system for service lapses.

In FY 2024–25 alone, IRCTC imposed penalties worth ₹13.2 crore in response to complaints received via multiple channels, including the RailMadad portal. Complaints from elected representatives, industry bodies, passengers, and the general public are treated seriously, reviewed on merit, and acted upon swiftly.

Deployment of Qualified Professionals for Quality Control

Recognizing the critical role of human resources in maintaining food quality, IRCTC has mandated the deployment of professionally trained staff to supervise catering services. The new policy requires:

• Hotel Management Graduates to be appointed as hospitality monitors.

• 819 hospitality monitors have been deployed across base kitchens for in-house operations.

• 876 hospitality monitors are stationed in trains to oversee onboard services.

This professional oversight helps maintain hygiene standards, monitor food preparation processes, and ensure prompt resolution of passenger grievances.

Massive Scale of Meal Services

Serving meals on Indian Railways is a logistical feat. With an average of 16.5 lakh meals served daily across the network, maintaining consistency, hygiene, and punctuality is a complex operation. The new cluster-based system is expected to streamline operations and raise the standard of meal services, improving the overall travel experience for millions of passengers.

Continuous Engagement and Stakeholder Involvement

Railways has kept the reform process dynamic and inclusive. Continuous feedback and suggestions from stakeholders, passenger associations, industry players, and the general public are actively encouraged. This collaborative approach is vital for refining systems and aligning them with public expectations.

The Ministry also reiterated that no contracts were issued in violation of tender conditions, reaffirming the government’s commitment to transparency and good governance in public services.

A Transformational Step for Passenger Services

Union Minister for Railways, Shri Ashwini Vaishnaw, highlighted these developments in a written reply in the Lok Sabha, emphasizing the government’s unwavering commitment to improving rail passenger amenities, particularly in terms of food quality, service delivery, and accountability.

By revamping its catering policy, enforcing stringent compliance, and engaging trained professionals, Indian Railways is moving decisively towards a more passenger-centric and efficient food service model, in line with the larger vision of modernization and service excellence.