The IRCTC website maintained an uptime of 99.98% between April and October 2025, up from 99.86% in the previous year, Union Minister for Railways, Information & Broadcasting and Electronics & Information Technology Ashwini Vaishnaw informed the Lok Sabha on Wednesday.
Indian Railways has undertaken a series of administrative and technological measures to modernise its systems. Administrative actions include deactivation of suspicious user IDs, lodging complaints on the National Cyber Crime Portal for irregular bookings, and revalidation of accounts. On the technological front, IRCTC has implemented rigorous system checks, engaged leading Content Delivery Networks (CDN), and deployed anti-BOT applications to ensure smooth ticket booking for genuine users. Regular third-party audits of its technology infrastructure are also conducted to further strengthen the system.
The share of e-ticketing now accounts for over 87% of total reserved tickets booked. While some complaints regarding failed transactions, delayed refunds, or booking errors are received, they are closely monitored for prompt resolution. IRCTC’s website and mobile applications operate on API-based technology, which allows minimal text-based data exchange between user devices and servers, ensuring efficient performance even in rural areas. Capacity enhancement and technological upgrades remain an ongoing process, guided by resource availability and techno-economic feasibility.
Indian Railways serves around 58 crore meals annually, with complaints averaging just 0.0008%. Over the past four years, a total fine of Rs 2.8 crore has been imposed following inquiries into complaints. To enhance the quality and hygiene of food services, IRCTC sources meals from designated Base Kitchens, commissions modern kitchens at identified locations, and monitors food preparation through CCTV surveillance. Popular and branded raw materials such as cooking oil, atta, rice, pulses, masala, paneer, and dairy products are used. Food Safety Supervisors are deployed at Base Kitchens and on board trains to ensure compliance with hygiene standards, alongside regular deep cleaning, pest control, and food sampling. FSSAI certification has been made mandatory for each catering unit, and regular audits, inspections, and customer satisfaction surveys are conducted to monitor quality.
IRCTC also provides regular training to its catering staff, focusing on communication, courteous behaviour, service standards, personal grooming, and hygiene. Passenger feedback is actively sought through the RailMadad Portal, which offers a single-window platform to register complaints and suggestions. Whenever a complaint regarding food quality is reported, appropriate punitive action is taken against the service provider.
Minister Ashwini Vaishnaw provided these details in written replies to questions in the Lok Sabha.
