Planning a train journey soon? Indian Railway Catering and Tourism Corporation (IRCTC) has issued a fresh advisory, urging passengers to be cautious about how they order food, pointing to significant risks from unauthorised vendors.
The Real Risks of Unauthorised Vendors
The primary concern
behind IRCTC's advisory is passenger safety. Unauthorised websites and apps often source meals from unlicensed kitchens that do not follow the hygiene standards set by the Food Safety and Standards Authority of India (FSSAI). This can lead to foodborne illnesses and an unpleasant travel experience. Beyond health risks, these platforms pose a significant threat to your data and financial security. Sharing your PNR number, contact details, and payment information on unverified sites can expose you to phishing attacks, identity theft, and financial fraud. There are also frequent issues with service reliability, including sudden order cancellations or complete delivery failures, with no proper system for refunds or complaints.
Identifying the Official Channels
To counter these risks, IRCTC has made it clear that passengers should only use its official and authorised channels for ordering meals. These are the only ways to guarantee that the food comes from a verified and compliant partner. The official channels are: the IRCTC eCatering website (www.ecatering.irctc.co.in), the 'Food on Track' mobile app available on Android and iOS, and the dedicated phone number, 1323. Recently, IRCTC also launched a service to order food via a dedicated Business WhatsApp number. Any other website or app claiming to provide IRCTC e-catering services may be unauthorised. IRCTC has even released a list of specific unauthorised operators to avoid.
How to Order Food Safely: A Step-by-Step Guide
Ordering from an official source is straightforward. First, you need your 10-digit PNR number, which is essential for placing an order. On the 'Food on Track' app or the eCatering website, enter your PNR number. The system will then display the list of stations on your route where food delivery is available. After selecting a station, you can browse menus from a wide range of approved restaurants and food partners, from local favourites to national chains. Once you've selected your items, you proceed to checkout. You can pay online through a secure gateway or, in some cases, opt for cash on delivery. Your meal will then be delivered directly to your seat when the train arrives at the chosen station.
Verifying Your Delivery
Even when using official channels, it's wise to be vigilant. IRCTC has warned that some unauthorised vendors may wear fake uniforms to appear legitimate. All authorised delivery personnel are required to carry an official IRCTC ID card. Do not hesitate to ask to see this identification before accepting your order and making a payment, especially if you have opted for cash on delivery. This simple check helps ensure the person delivering your food is a legitimate representative of the e-catering service. If you encounter anyone selling food illegally or suspect fraudulent activity, you are encouraged to report it.
What to Do If Something Goes Wrong
If you face any issues with unauthorised vendors on trains or at stations, you should report them immediately. The Railway Protection Force (RPF) can be contacted via its helpline number, 182. For problems related to official e-catering orders—such as quality issues or delivery problems—you should use the official grievance channels. Complaints can be lodged via the Rail Madad portal or by calling the general railway helpline at 139. For issues specific to an e_catering order, the dedicated helpline is 1323. Using these official channels ensures your complaint is registered and tracked properly.
