The IRCTC website achieved 99.98 per cent uptime between April and October 2025, compared with 99.86 per cent in 2024-25. Indian Railways has strengthened its digital systems through administrative actions such as deactivating suspicious user IDs, filing complaints on the National Cyber Crime Portal for irregularly booked PNRs and revalidating user credentials.

Technological measures include additional checks and validations, deployment of a leading content delivery network and advanced anti-bot tools to ensure smooth booking for genuine users. IRCTC’s technology infrastructure also undergoes regular third-party audits. E-ticketing now accounts for more than 87 per cent of all reserved tickets. Complaints related to failed transactions, delayed refunds or booking errors are monitored for timely resolution.

IRCTC’s website and mobile apps use API-based technology requiring minimal text data exchange, enabling efficient performance even in rural areas. Capacity enhancement continues through upgraded infrastructure, including global CDN solutions that improve content delivery speed and reliability.

Indian Railways serve about 58 crore meals annually, with only 0.0008 per cent complaints on average. Based on inquiries, fines totalling Rs 2.8 crore were imposed over the last four years. To improve food quality and hygiene, measures include sourcing meals from designated base kitchens, commissioning modern kitchens, installing CCTV monitoring, using branded raw materials, deploying Food Safety Supervisors, onboard supervision, QR-coded food packets, deep cleaning, mandatory FSSAI certification, regular sampling, third-party audits, inspections and customer satisfaction surveys. IRCTC also conducts ongoing training for catering staff, focusing on communication, service standards, grooming and hygiene.

Passenger feedback mechanisms have been strengthened through the RailMadad portal, which enables a single-window system for complaints and suggestions. Prompt action is taken on food-related grievances.

This information was provided by the Union Minister for Railways, Information & Broadcasting and Electronics & Information Technology, Shri Ashwini Vaishnaw, in written replies in the Lok Sabha.