A video is going viral of a passenger being assaulted on the Veraval-Jabalpur Somnath Express by the pantry staff after he logged a complaint against the caterers for overcharging him for his meal.
Here’s how the incident unfolded. The passenger complained to the Railway Seva unit that the caterer overcharged him for the food.
Acting on the complaint, the RailSeva took the person’s PNR and seat number and passed it on to the IRCTC to further investigate the problem.
IRCTC then forwarded this complaint to the contractor responsible for delivering food to the particular train, who then sent his men to “deal” with the problem.
The video clearly showcases members in catering service uniforms assaulting the person who made the complaint as other passengers try to stop them before the situation escalates.
The incident has exposed the deep flaws within the working of the Indian Railways, where now instead of addressing a passenger’s needs, the workers take the matter into their own hands, literally.
Many social media users pointed out that this isn’t an isolated incident; previously, many such cases have been reported within this year itself, revealing a disturbing pattern in which most of the government institutions work.
Passengers, who have paid for the service, find themselves helpless when they voice legitimate concerns, and instead of resolving their problems, they have to face the harsh reality of a failed system.
This practice not only fails to protect citizens who pay for these services but also discourages others, instilling within them a fear of having to face similar repercussions.
Social media users suggested that there should be a third-party intervention to handle such cases and safeguard the public against the bullying of the system.
Others believe that this and countless other incidents have eroded the public’s trust in government-run services, especially the railways.
The recent rise in the number of railway accidents, ticket prices, and now meal prices has disturbed the public, with many now refraining from using the service altogether because of its degrading standards.
As of now, neither the railway minister nor any other responsible authorities haven’t made any official statements on the rise of such incidents, leaving the public to fend for themselves.
Passenger complained to @RailwaySeva about caterer overcharging. RailSeva takes the PNR and seat no. and passes them to irctc to solve it, who tells the contractor, who tells his men, and they come beat up the passenger.
I’ve seen at least two more such cases. Complain, share… pic.twitter.com/tTeHgch9Fi
— THE SKIN DOCTOR (@theskindoctor13) July 17, 2025
