**Executive Summary**
This document outlines several initiatives by Indian Railways to enhance passenger experience and system efficiency. It highlights the IRCTC website's uptime of 99.98% from April-October 2025, measures taken to strengthen system security, and efforts to improve the quality and hygiene of food services, including regular training for catering staff. The information was provided by Shri Ashwini Vaishnaw in replies to questions in Lok Sabha.
**Key Points / Main Content**
* **IRCTC Website Performance:**
* Uptime was 99.98% during April-October 2025, compared to 99.86% in 2024-25.
* System improvements include checks, validations, and anti-BOT application.
* Third-party audits of IRCTC's technology infrastructure are conducted.
* IRCTC has implemented advanced Content Delivery Network (CDN) solutions.
* **System Security:**
* Administrative measures include deactivation of suspicious user IDs.
* Lodging complaints on the National Cyber Crime Portal for suspiciously booked PNRs.
* Revalidation of user IDs is also being undertaken.
* **Food Services:**
* Indian Railways serves about 58 crore meals annually.
* Measures to improve quality, hygiene, and safety include:
* Supplying meals from designated Base Kitchens.
* Commissioning modern Base Kitchens.
* Installing CCTV cameras in Base Kitchens.
* Using popular and branded raw materials.
* Deploying Food Safety Supervisors in Base Kitchens.
* Deploying on-board IRCTC supervisors on trains.
* Introducing QR codes on food packets.
* Regular deep cleaning and pest control in Base Kitchens and Pantry Cars.
* Mandatory Food Safety and Standards Authority of India (FSSAI) certification.
* Regular food sampling.
* Third-party audits of pantry cars and Base Kitchens.
* Regular/Surprise inspections by officials, including Food Safety Officers
* Regular training conducted by IRCTC to enhance the skills of catering staff.
* **Complaint Management:**
* Complaint management system has been strengthened through the RailMadad Portal.
* Prompt action is taken on passenger complaints related to food quality.
**Impact Analysis**
**IRCTC Website Users (Passengers):**
* **Impact:** Improved website uptime and efficient ticket booking, even in rural areas.
* **Action Required:** Be aware of improved security measures and the RailMadad Portal for lodging complaints.
**Indian Railways Catering Staff:**
* **Impact:** Enhanced skills and awareness of hygiene standards through regular training.
* **Action Required:** Implement enhanced practices in food handling and customer service.
**Food Service Providers:**
* **Impact:** Stricter monitoring, compliance with hygiene standards, and potential penalties for deficiency in service.
* **Action Required:** Comply with food safety norms and maintain high-quality standards to avoid punitive actions.
Key Entities Referenced
Indian Railways: Primary entity responsible for the services and improvements discussed.
IRCTC: Entity responsible for website uptime, catering services, training and technology infrastructure mentioned in the document.
Ministry of Railways: Governing body overseeing Indian Railways and IRCTC.
RailMadad Portal: Complaint management system used by Indian Railways.
Food Safety and Standards Authority of India (FSSAI): Regulates food safety standards, mentioned in the context of catering services.
Ministry of Railways
99.98% Uptime for IRCTC Website During April–
October 2025: Ashwini Vaishnaw
Indian Railways Strengthens System Security with
Administrative and Technological Measures, Including
Deactivation of Suspicious User IDs
IR Serves About 58 Crore Meals Annually
IRCTC Conducts Regular Training for Catering Staff to
Enhance Passenger Experience, Focusing on
Communication, Courteous Behaviour, Service Standards,
Personal Grooming, and Hygiene
प्रव तथ: 03 DEC 2025 7:39PM by PIB Delhi
The uptime of IRCTC website was 99.98% during April 2025-October 2025, while it was 99.86% in
2024-25. Indian Railways has undertaken both administrative and technological measures for system
modernization. Administrative measures include deactivation of suspicious user IDs, lodging
complaints on National Cyber Crime Portal for suspiciously booked PNRs, revalidation of user IDs
etc.
System Improvement Measures include checks and validations, engagement of leading content
delivering network and anti BOT application with cutting edge technology to ensure smooth booking
by genuine users. In addition, regular third party Audits of IRCTC’s technology infrastructure are
being conducted for improvement in the system.
The share of e-ticketing has since increased to more than 87% of total reserved tickets booked on
Indian Railways. However, some complaints are received regarding failed transaction/delayed
refund/booking errors which are being monitored on a regular basis for quick resolution.
The IRCTC website and mobile apps operate on application programming interface (API)-based
technology, which requires only minimal text-based data exchange between the user's device and
IRCTC servers. This ensures efficient performance for ticket booking even in rural areas. In addition,
IRCTC has implemented advanced Content Delivery Network (CDN) solutions, which is a global
network of servers that delivers static content to users more quickly and reliably.
Capacity enhancement and technological upgradation are an ongoing process on Indian Railways,
subject to availability of resources and techno-economic feasibility.Indian Railways serve about 58 cr meals every year on average. About only 0.0008% complaints are
received on average. Based on inquiry on these complaints, a fine of Rs 2.8 cr was imposed over the
last four years.
It is the continuous endeavour of Indian Railways to provide good quality and hygienic food to
travelling passengers. Necessary steps are accordingly taken by Indian Railways from time to time to
improve quality of food and services to passengers. The following measures have been taken to
improve quality, hygiene, and food safety:
Supply of meals from designated Base Kitchens.
Commissioning of modern Base Kitchens at identified locations.
Installation of CCTV Cameras in Base Kitchens for better monitoring of food preparation.
Shortlisting and use of popular and branded raw materials, like cooking oil, atta, rice, pulses, masala
items, paneer, dairy products etc. for food production.
Deployment of Food Safety Supervisors at Base Kitchens to monitor food safety and hygienic
practices.
Deployment of on-board IRCTC supervisors on trains.
Introduction of QR codes on food packets, enabling display of details like name of kitchen, date of
packaging etc.
Regular deep cleaning and periodical pest control in Base Kitchens and Pantry Cars.
In order to ensure compliance with Food Safety Norms, Food Safety and Standards Authority of
India (FSSAI) certification from designated Food Safety Officers of each catering unit has been
made mandatory.
Regular food sampling as a part of the inspection and monitoring mechanism to ensure quality of
food on trains.
Third Party Audit is done to examine hygiene and quality of food in Pantry Cars and Base Kitchens.
A customer satisfaction survey is also conducted.
Regular and surprise inspections by Railway/ IRCTC officials, including Food Safety Officers.
Regular training is conducted by IRCTC to enhance the skills of catering staff, focusing on
customer service areas i.e., communication, courteous behaviour, service standards, personal
grooming, and hygiene.
In order to take passenger feedback, the complaint management system over Indian Railways has been
strengthened, simplified and made more accessible over the last few years through the introduction of
RailMadad Portal. With the launch of RailMadad Portal, Indian Railways provided passengers a single
window system to register complaints and suggestions.
In case any passenger complaint related to food quality in trains is reported, prompt and appropriate
punitive action is taken against the service providers for deficiency in service.
This information was provided by the Union Minister for Railways, Information & Broadcasting and
Electronics & Information Technology, Shri Ashwini Vaishnaw, in written replies to questions in Lok
Sabha today.
*****
Dharmendra Tewari/ Dr. Nayan Solanki/ Manik Sharma
(रलीज़ आईडी: 2198395) आगंतुक पटल : 857
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