Implement Mandatory Food Rating System in Indian Trains: Link Vendor Payments to Passenger Feedback for Health, Transparency, and Satisfaction

To,

Respected Prime Minister of India Shri Narendra Modi ji,

CC:-

1. Shri Ashwini Vaishnaw ji, Union Minister of Railway
2. Satish Kumar, CEO, Railway Board
3. Sanjay Kumar Jain, Chairman and Managing Director, IRCTC

As a frequent traveler on Indian Railways,who has witnessed firsthand the disappointment of substandard meals served at inflated prices, I am compelled to speak up for millions of passengers who rely on train food as a lifeline during journeys. But the reality is grim: our railways, a symbol of India's progress, are not meeting global standards and quality when it comes to something as basic as safe and quality food. 

Over the past five years, Indian Railways has received a staggering 19,427 complaints about food quality alone, with numbers skyrocketing from just 253 in FY 21 to 7,026 in FY 24 and 6,645 in FY 25. This isn't a minor glitch—it's a systemic crisis affecting hygiene, health, and trust in one of the world's largest rail networks which we all want to make model not in India but globally.

The Problem: A Flood of Complaints Met with Insufficient Accountability

Imagine boarding a long-distance train, hungry after a day's travel, only to receive stale, unhygienic, or adulterated food that risks your health. This isn't exaggeration—it's the lived experience of thousands. As per Rajya Sabha Response, Ministry of Railway has shared that in FY 24-25 alone, IRCTC logged 6,645 complaints specifically for poor food quality, prompting fines in 1,341 cases, warnings in 2,995, and advisories in 1,547. Across five years, fines have been imposed in just 3,137 out of 19,427 cases, with warnings issued in 9,627 and advisories in 4,467. While these steps are a start, they fall short: only three vendor contracts have been terminated in this period, despite repeated violations.

Our Respected Railway Minister Ashwini Vaishnaw ji has assured "prompt and appropriate punitive action," including disciplinary measures for adulterated or unhygienic food. Yet, the rising complaint numbers tell a different story—passengers feel unheard, and vendors face minimal long-term consequences. Without real-time accountability, food safety remains an afterthought, endangering vulnerable travelers like families, the elderly, and daily commuters. This erodes public trust and tarnishes India's reputation for world-class rail services.

Proposed Solution: A Simple, Effective Rating System Tied to Payments

We urge you to launch a mandatory, passenger-driven rating system for onboard and pantry food services, integrated into the IRCTC app and Rail Madad portal.

Here's how it would work:
Real-Time Ratings: After every meal service, passengers rate food quality on WHATSAPP  (taste, hygiene, freshness) on a 1-5 star scale, with options to upload photos/videos of issues. Aggregate scores per vendor/train route would be publicly visible.

Payment Linkage: Vendor contracts renewed or payments released only if ratings meet a threshold (e.g., 4+ stars averaged over 3 months). Low performers face automatic audits, reduced payments, or blacklisting—mirroring successful models like Uber's driver ratings or Amazon's seller feedback.

Incentives for Excellence: High-rated vendors get bonuses, priority contracts, and marketing perks to encourage competition.

Oversight Enhancements: Build on existing efforts like CCTV in base kitchens and surprise checks by mandating third-party audits for flagged vendors. 

This tech-enabled system costs little (leveraging existing digital infrastructure) but delivers massive gains: greater transparency through verifiable data, boosted passenger satisfaction via empowered feedback, and healthier journeys by deterring negligence.

It's not just reform—it's a step toward Viksit Bharat's promise of efficient, passenger-centric services.

Why This Matters Now
With Indian Railways serving over 23 million passengers daily, food quality isn't optional—it's essential for equity and safety. The surge in complaints signals urgency: if unaddressed, it risks health outbreaks, legal battles, and reputational damage. By acting, we will empower 1.4 billion Indians, foster vendor accountability, and set a global benchmark for rail hospitality. Passengers deserve meals they can trust, not excuses.

Join the Call: Sign and Share for Change
We demand implementation within 6 months. Issue guidelines, pilot on 50 major routes, and report progress quarterly. Together, let's turn complaints into progress.

Sign this petition, share your story in the comments, and tag @PMOIndia and @RailMinIndia on X.

For a healthy and quality rail journey—act now!

With hope and urgency,
Sumit Kumar
On behalf of concerned passengers across India

(Sources: The Economic Times, Oct 2025; The Logical Indian, 2025 and Rajya Sabha Answers)