In a letter issued by the IRCTC North Zone office, the company said complaints against pantry contractors had continued to increase despite repeated instructions and the issuance of guidelines. Most complaints from railway passengers concern overcharging, with pantry staff allegedly charging more than the prescribed prices for food and other items sold on trains.
Passengers have also complained that pantry staff do not provide bills even when requested. The refusal to accept digital payments has emerged as another major concern.
A senior railway official told NBT Online that the problem of not issuing bills is common across both licensed vendors selling food and beverages on running trains and shopkeepers operating stalls at railway stations.
The official said customers generally do not ask for bills. However, even when a passenger specifically requests one, the bill is often not provided.
The government is making efforts to ensure that customers receive bills for every purchase. The Union Finance Ministry has also launched a campaign in this regard, stating that obtaining bills for purchased goods reduces the possibility of Goods and Services Tax (GST) evasion.
Railway Board CEO Satish Kuman has also appealed to pantry contractors to ensure that passengers are provided with bills for their purchases.
The IRCTC letter further directs that every pantry car service staff member must carry an active digital payment lapel card. This is intended to enable passengers who prefer digital payments over cash to make payments conveniently.
Officials said digital payments would ensure that the money collected against the sale of items is transferred directly to the company's account. They also pointed out that promoting digital payments would make GST evasion more difficult.
The IRCTC has also raised concerns over pantry staff not wearing approved uniforms and failing to display proper QR identification badges. According to the company, pantry staff often do not wear the prescribed uniforms and do not carry digital payment lapel cards, creating opportunities for unauthorised practices on running trains.
The letter has issued strict instructions that all staff employed by pantry licensees must wear proper uniforms. Their uniforms must be clean, and they must wear shoes instead of slippers.
Every pantry staff member must also wear an official QR-coded identity card around their neck. The instructions must be followed whenever staff serve any item to passengers.
With the festive rush approaching, the IRCTC North Zone has placed renewed emphasis on compliance with these requirements, seeking to address complaints related to overcharging, billing, digital payment facilities and the conduct of pantry staff on trains.
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