IRCTC is revamping its food service by transitioning from base kitchens to cloud kitchens. Mumbai is among the first cities to experience this shift. The change comes after numerous complaints from passengers about the quality of food on long-distance trains.
IRCTC Cloud Kitchens
The Indian Railway Catering and Tourism Corporation (IRCTC) is leading this transformation. For nearly a month, cloud kitchens have been supplying food packets to trains. The process of establishing these kitchens, managed by professional caterers, has begun. IRCTC plans to set up at least 200 cloud kitchens in its western zone, covering Maharashtra, Madhya Pradesh, and Gujarat.
In Mumbai, cloud kitchens are being set up in Powai, Kurla, Panvel, Thane, and Chembur. The Kurla kitchen, located on LBS Road, is the largest, with the capacity to prepare 4,000 meals daily. These meals include breakfast, lunch, and dinner. Private operators will deliver these meals to train pantry cars using cold storage vans. The cloud kitchens will operate on seven-year contracts, equipped with modern technology and monitored by CCTV for cleanliness and hygiene.
The shift to cloud kitchens aims to provide IRCTC with more flexibility and reduce reliance on a single location. Previously, base kitchens at CSMT and Mumbai Central stations prepared 8,000 to 12,000 meals daily. The new system will decentralise food production, enhancing overall service quality.
Complaints About Meals
IRCTC has faced challenges with food quality for years. Complaints about meals on trains, including premium services like Rajdhani and Shatabdi, led to significant changes. Despite measures such as live streaming, fines ranging from ₹5,000 to ₹5 lakh, and contract terminations for failing to maintain hygiene, complaints persisted. On average, IRCTC received 300 to 350 complaints monthly, with 10 to 12 being severe issues such as foreign objects or pests in food.
Caterers argued that the cost constraints set by railways affected food quality, urging for a revision of menu tariffs to align with market rates. Since launching cloud kitchens, IRCTC has seen positive results. Complaints have dropped to 70-80 per month, with only one or two being serious. From April 2021 to March 2024, IRCTC recorded around 12,000 catering complaints and issued show-cause notices.
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Currently, IRCTC operates 50 cloud kitchens, with 90 more in progress. These kitchens serve around 500 trains daily, preparing between 1,000 and 4,000 meals each day. This new approach marks a significant improvement in the quality and delivery of food on Indian Railways.
Cover Image Courtesy: Canva (Representative Image)