Catering is a core pillar of the Indian Railway Catering and Tourism Corporation (IRCTC), and as a rail agent, you can play a pivotal role in enhancing the travel experience for your customers by leveraging IRCTC’s catering services. From onboard meals to food plazas at stations, IRCTC ensures passengers have access to quality food during their journeys. In this blog, we’ll explore how rail agents can use IRCTC’s catering services to improve customer satisfaction, build loyalty, and grow their business.
The Scope of IRCTC Catering Services
IRCTC has exclusive rights for onboard catering across all trains operated by Indian Railways, serving 13 million passengers daily. The corporation offers a variety of catering options to cater to diverse needs:
- Onboard Catering: Pantry cars on long and medium-distance trains provide freshly prepared or pre-cooked meals, depending on the train and accommodation class. IRCTC also offers mobile catering on premium trains like Vande Bharat, Rajdhani, and Tejas Express.
- E-Catering Services: Launched in 2014, IRCTC’s e-catering service allows passengers to order food from private restaurants and have it delivered to their seats. This service is available on the IRCTC website, app, or by calling 139.
- Food Plazas and Kiosks: IRCTC operates food plazas, fast food units, and refreshment rooms at major railway stations, offering multi-cuisine options with contemporary decor and 24/7 operations. Plans are in place to set up over 50 such plazas across the country.
- Rail Neer: IRCTC’s bottled water brand, Rail Neer, ensures passengers have access to safe drinking water. With 19 plants across India, including in Nangloi (Delhi) and Danapur (Bihar), Rail Neer adheres to strict quality standards.
How Rail Agents Can Enhance Customer Experience with Catering
- Promote E-Catering for Convenience: Encourage your customers to use IRCTC’s e-catering service to pre-order meals during their journey. For example, a family traveling on the New Delhi–Lucknow Tejas Express can order a meal from a nearby restaurant and have it delivered to their seats. Share the e-catering link or guide them to the IRCTC Rail Connect app to place orders.
- Highlight Food Plazas at Stations: Inform passengers about IRCTC food plazas at major stations, especially if they have long layovers. These air-conditioned spaces offer a variety of cuisines at competitive prices, providing a comfortable dining experience.
- Assure Quality with Rail Neer: Reassure customers about the availability of safe drinking water on trains and at stations with Rail Neer. This is particularly important for health-conscious travelers or during events like the 2025 Prayag Kumbh Mela, where IRCTC also offered tent accommodations.
- Cater to Group Bookings: For group bookings, coordinate with IRCTC to arrange onboard catering or pre-book meals through e-catering. This ensures large groups, such as pilgrimage tours, have a seamless dining experience during their journey.
Benefits for Rail Agents
- Improved Customer Satisfaction: Offering catering solutions enhances the overall travel experience, making your customers more likely to return to your agency for future bookings.
- Additional Services: By facilitating e-catering orders or informing customers about food plazas, you position yourself as a full-service travel agent, increasing your value to clients.
- Build Trust: Highlighting IRCTC’s commitment to quality—such as the strict standards for Rail Neer or the professional management of food plazas—builds trust with your customers, encouraging repeat business.
Tips for Rail Agents
- Educate Customers: Many passengers may not be aware of IRCTC’s e-catering service or the availability of food plazas. Take the time to educate them during the booking process to enhance their travel experience.
- Use the IRCTC Call Center: If customers have questions about catering options, direct them to IRCTC’s call center by dialing 139. This toll-free number provides information on all railway services, including catering.
- Stay Updated on Catering Policies: IRCTC has faced challenges in the past, such as the transfer of catering back to Indian Railways and the withdrawal of service charges. Stay informed about policy changes to manage customer expectations effectively.
Final Thoughts
IRCTC’s catering services offer rail agents a unique opportunity to enhance the travel experience for their customers, from onboard meals to station food plazas and safe drinking water with Rail Neer. By promoting these services, you can improve customer satisfaction, build loyalty, and position your agency as a comprehensive travel solution provider. Start integrating IRCTC catering into your service offerings today, and watch your customer base grow as you deliver exceptional travel experiences!