Chandigarh District Commission Holds IRCTC, Northern Railways And Satyam Caterers Liable For Serving Soup With Dead Cockroach, Expired Bread

Brief Facts:

The matter pertained to an incident which occurred to the Complainant and his mother during their journey from New Delhi to Chandigarh on NDLSW CDG SHTBDI train, in Executive Class Coach No. E2 Seat No.9-10. The Complainant, having paid Rs. 2296/- for the booking, was served hot soup and bread by the on-board catering staff of the IRCTC. After consuming some soup, the Complainant discovered a dead cockroach in the soup bowl and promptly notified the catering staff and fellow passengers. The Complainant took photographs of the soup and complained to IRCTC. The Complainant also noted that there was an expired date (2.9.2023) on the bread packaging and observed that other co-passengers were served the same expired bread. Additional complaints were filed by the Complainant, including one on Twitter to the Railway Ministry. Despite making several communications, the Complainant didn't receive a satisfactory reply. Feeling aggrieved, the Complainant approached District Consumer Disputes Redressal Commission-I, U.T. Chandigarh (“District Commission”) and filed a consumer complaint against IRCTC, Northern Railway and the Catering Company.

IRCTC, in response, resisted the complaint, emphasizing its commitment to providing an absolute tourism experience with utmost efficiency. It claimed that the dispute was already resolved, accusing the Complainant of concealing this fact and filing a false and frivolous complaint.

Northern Railway and the Catering Company didn't appear before the District Commission for proceedings.

Observations by the District Commission:

The District Commission noted that the photographs submitted by the Complainant of a dead cockroach found in the soup served to the Complainant indicated a deficiency in service. It held that IRCTC, Northern Railways and the Catering Company served unhygienic food to the Complainant and his mother, with a dead cockroach in the soup and expired bread.

Addressing IRCTC's claim that the dispute was settled, the District Commission noted that it didn't provide any evidence indicating a resolution between the Complainant and itself regarding the unhygienic food service. Therefore, the District Commission held IRCTC, Northern Railway and the catering company liable for deficiency in services and unfair trade practices.

Consequently, the District Commission directed them to pay an amount of ₹ 10,000/- to the Complainant as compensation for the mental agony and harassment caused. Additionally, it directed them to pay ₹ 5,000/- to the Complainant as the costs of litigation.

Case Title: Rahil Mahajan vs Indian Railway Catering and Tourism Corporation Limited and Ors.

Case Number: CC/437/2023

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