A recent video from the Veraval-Jabalpur Somnath Express (Train No. 11463) has gone viral, triggering public outrage and renewed concerns about passenger safety and accountability on Indian Railways. The incident, which occurred on July 15 while the train was passing through Gujarat’s Baroda division, allegedly shows pantry staff assaulting a sleeper coach passenger who had complained on social media about being overcharged for food and water.
According to a post shared by the victim on X (formerly Twitter), the attack happened soon after he tagged the Railways’ support handle @RailwaySeva to report inflated prices. In the video, two to three pantry workers can be seen physically confronting the passenger, sparking online anger and demands for immediate disciplinary action.
The user also accused the railway system of turning a blind eye to passenger complaints, stating that authorities were failing to protect travellers from such retaliatory behavior.
Indian Railways responded promptly via @RailwaySeva, asking for the passenger’s PNR and contact information while assuring that the matter had been escalated to DRM Jabalpur and WR DRM Rajkot. DRM Jabalpur later confirmed the incident and issued an official apology, stating that the case was being taken seriously. A formal communication was also initiated with IRCTC, the body in charge of onboard catering, with possible termination of the pantry contractor under consideration.
This is not an isolated case. Over recent months, similar reports have emerged, with passengers alleging verbal and physical abuse after lodging complaints about catering services. These incidents raise troubling questions about the effectiveness of grievance redressal mechanisms and the safety of passengers onboard.
Calls are now growing for Indian Railways and IRCTC to implement stronger oversight, train staff in conflict resolution, and ensure that all passengers can travel without fear of reprisal for voicing legitimate concerns.