Delhi Consumer Commission Orders IRCTC To Pay ₹25,000 Compensation To Passenger Served Worm-Infested Biryani On Train
Pranav B Prem
The District Consumer Disputes Redressal Commission (DCDRC), New Delhi, has directed the Indian Railway Catering and Tourism Corporation (IRCTC) to pay ₹25,000 compensation to a train passenger who fell ill after being served biryani containing a worm. The bench comprising Ms. Monika A. Srivastava (President) and Ms. Kiran Kaushal (Member) held IRCTC guilty of deficiency in service, observing that merely penalizing the vendor could not undo the physical and mental agony suffered by the complainant.
Background
The complaint was filed by Saurav Raj, a resident of Bhai Parmanand Colony, Delhi, who was travelling from New Delhi to Jasidih (Jharkhand) on Poorva Express on December 28, 2018. During the journey, he ordered a plate of vegetable biryani priced at ₹80, served by IRCTC’s onboard catering vendor. While eating, he discovered a large, dead white worm in the biryani. Immediately after consuming a portion of the contaminated food, he began to vomit and suffered severe abdominal pain. Travelling alone and without access to medical aid, he struggled through the remainder of the journey.
When he demanded the complaint register, the railway staff initially refused to provide it. After persistent requests, he managed to register his complaint but was subsequently pressured by the vendor to withdraw it, allegedly being coerced to write that “the worm was alive and may have fallen accidentally.” Upon reaching his hometown in Dumka (Jharkhand), the complainant went straight to Sadar Hospital, where he was treated for food poisoning. He was administered three bottles of saline and prescribed injections and medication for several days. Feeling humiliated and distressed, he later lodged complaints with IRCTC and other railway authorities. While IRCTC acknowledged the lapse and penalized the service provider, no compensation was paid. Consequently, he filed a consumer complaint seeking ₹5,00,000 for mental agony, harassment, and negligence.
Proceedings Before the Commission
IRCTC failed to appear despite due service and was proceeded ex parte. The complainant produced evidence, including a video recording showing the worm in the biryani, a written complaint registered onboard (Complaint No. 139), and medical records from Sadar Hospital, Dumka, confirming his illness. The Commission noted that the pen drive submitted by the complainant clearly displayed a large worm in the food served, establishing that the meal was unhygienic and unsafe for consumption.
Findings and Observations
The Commission found that IRCTC’s actions amounted to a clear case of negligence and deficiency in service. It stated that although IRCTC had apologized and penalized the service provider, such internal measures were insufficient to compensate the consumer for the physical suffering and mental trauma he endured. It observed:“It is expected of the opposite party to maintain certain standards and to check the quality of food being served to consumers while travelling in the train. In light of the discussion above, the opposite party is found to be deficient in service and is directed to pay ₹25,000 towards compensation for the shortcoming in the quality of food served to the complainant.”
Order
Holding IRCTC liable, the District Consumer Commission directed it to pay ₹25,000 as compensation to the complainant within three months from the date of the order (August 28, 2025). In case of default, the amount shall carry interest at 6% per annum until realization. By holding IRCTC accountable, the Delhi Consumer Commission reinforced that passenger safety and food hygiene are non-negotiable obligations of the catering authority. The order serves as a reminder that internal disciplinary actions alone cannot absolve service providers from compensating consumers for genuine suffering arising from substandard services.
Cause Title: Saurav Raj v. Indian Railway Catering and Tourism Corporation Ltd (IRCTC)
Case No: 192/2019
Coram: Ms. Monika A. Srivastava (President), Ms. Kiran Kaushal (Member)
