IRCTC Responds After Passenger Complaints About Overcharging ₹80 Veg Thali As ₹120

Following the GST reforms, the price of Rail Neer bottled water was slated to decrease across Indian Railways starting 22nd September. However, a passenger took to social media platform X with startling complaints, alleging overcharging on vegetarian thalis, missing food items, and the non-availability of Rail Neer bottles. These reports contradicted the expected benefits of the reforms. The mounting concerns prompted IRCTC to issue a clarification and address the grievances.

Indian railways passenger raises alarm on overcharging after GST reforms

On 23rd September 2025, a passenger named Sarfaraz Zain took to social media platform X to report serious irregularities in onboard catering services on Train 12554. His complaint came just one day after Indian Railways implemented GST reforms that were supposed to lower prices of certain items like Rail Neer bottled water. Contrary to the expectations, Sarfaraz highlighted incidents of overcharging, missing food items, and the absence of Rail Neer bottles.

Sarfaraz wrote in hindi whose translation read,

“Standard Veg Thali is being charged 120 Rs instead of 80 Rs, Sweet Salad is missing, Railneer is also not available, the bill was local water being sold for 20₹, vendor’s arbitrary overcharging is happening. Take cognizance of the matter. Ref No. 2025092302654, Train 12554 @IRCTCofficial @RailMinIndia @RailwaySeva @RPF_INDIA @AshwiniVaishnaw”

This post directly contradicted the Railways’ announcement made on 22nd September, where it was stated that Rail Neer prices would be reduced from Rs 15 to Rs 14 for 1-litre bottles and from Rs 10 to Rs 9 for 500 ml. Sarfaraz’s experience, just a day later, paints a starkly different picture, suggesting either a failure in implementation or lack of proper vendor monitoring.

To back his complaint, Sarfaraz also shared a video showing him confronting railway staff over the missing items and inflated prices. The post quickly gained attention, urging responses from official handles such as @IRCTCofficial and @RailMinIndia.

Have a look at the whole tweet and the video attached with it

स्टैंडर्ड वेज थाली 80₹ की जगह 120₹ ले रहे स्वीट सलाद मिसिंग है रेलनीर भी नहीं बिल था लोकल पानी बेचा जा रहा है 20₹ वेंडर की मनमानी ओवरचार्जिंग है
मामले को संज्ञान ले
Ref No. 2025092302654
Train 12554@IRCTCofficial @RailMinIndia @RailwaySeva @RPF_INDIA@AshwiniVaishnaw pic.twitter.com/UuR03ZdW3p

— Sarfaraz Zain (@SarfarazZain01) September 23, 2025

Soon after the post was made public, IRCTC responded

Soon after Sarfaraz Zain’s social media post detailing overcharging and poor catering services aboard Train 12554 went public, the Indian Railway Catering and Tourism Corporation (IRCTC) promptly responded. In its initial reply, IRCTC stated in hindi whose translation read,

“Sir, the matter has been taken into cognizance, and the concerned officer has been informed for immediate necessary action.”

महोदय, मामले को संज्ञान में लेकर संबंधित अधिकारी को तत्काल आवश्यक कार्रवाई हेतु सूचित कर दिया गया है।

— IRCTC (@IRCTCofficial) September 23, 2025

This quick acknowledgment showed that the issue had reached the authorities and was not being ignored.

In a follow-up response, IRCTC confirmed that strict action had been taken against the service provider. They stated,

“The matter has been taken seriously. Punitive action has been taken against the service provider. In addition, the service provider has been given a strict warning, and instructions have been issued to remove the concerned employee with immediate effect.”

महोदय,
मामले को गंभीरता से लिया गया है। सेवा प्रदाता के विरुद्ध दंडात्मक कार्यवाही की गई है। इसके अलावा, सेवा प्रदाता को सख्त चेतावनी भी दी गई है और संबंधित कर्मचारी को तत्काल प्रभाव से हटाने का दिशानिर्देश दिया गया है।

— IRCTC (@IRCTCofficial) September 23, 2025

This indicated a clear intent to not only address the immediate problem but also to set a precedent for better enforcement of rules and passenger rights.

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Regardless, incidents like these raise important questions about ground-level execution. Now, whether the GST reforms will be implemented more effectively in the coming days is something only time can reveal. What are your thoughts after watching the video? Do share in the comments below.