Passenger Brutally Beaten on Train After Complaining About Overcharging – Railways Respond
In a shocking incident captured on video, a passenger on the 11463 Somnath-Jabalpur Express was brutally assaulted by catering contractors after complaining about overcharging to railway authorities. The incident has sparked outrage and raised serious concerns about passenger safety and the complaint redressal system in Indian Railways.
What Happened?
The passenger reportedly filed a complaint with @RailwaySeva (Indian Railways’ official grievance handle) about being overcharged by the train’s catering staff. Typically, such complaints are addressed by sharing the passenger’s PNR and seat number with the IRCTC, which then forwards the details to the contractor. However, in this case, instead of resolving the issue, the contractor allegedly sent his men to confront and physically assault the passenger.
Disturbingly, this is not an isolated incident. Sources indicate that at least two similar cases have occurred, where passengers who lodged complaints faced retaliation after their personal details were shared with the accused vendors.
Watch the viral video of this incident below:
🚨 SHOCKING VIDEO! Passenger brutally beaten on #SomnathJabalpurExpress after complaining about overcharging! 😡
— PuneNow (@itspunenow) July 18, 2025
1️⃣ Vendors physically assaulted complainant
2️⃣ Railways took swift action:
➡️ Contractors deboarded at Dahod
➡️ Pantry contract CANCELLED
➡️ Criminal case registered… pic.twitter.com/XEpD7OcjEY
Flaws in the Complaint System
The incident highlights a critical flaw in the railways’ grievance mechanism:
- Direct Sharing of Passenger Details: Complaints are forwarded to the very vendors accused of misconduct, putting passengers at risk.
- Lack of Third-Party Investigation: There is no independent body to verify complaints before action is taken.
- Unnecessary Confrontation: Instead of resolving issues discreetly (such as refunding excess charges digitally), the system forces direct contact between complainants and vendors.
Experts suggest that railways must implement a more secure complaint process, where:
- Passenger details remain confidential.
- Complaints are investigated by an impartial authority.
- Refunds or resolutions are processed directly without exposing passengers to potential retaliation.
Western Railway’s Response
Following the incident, Western Railway acted swiftly, stating:
“Acting promptly on the passenger’s complaint, action was immediately initiated. The concerned vendors were deboarded by the police at Dahod station (Ratlam Division), and further proceedings have been handed over to the Godhra GRP. Cases were registered against them under various sections.”
Additionally, the contract of the side pantry on this train has been terminated, signaling strict action against the erring vendors.
Public Outrage and Demand for Reform
The video of the assault has gone viral, with netizens demanding:
✔ Stronger passenger protection policies
✔ Anonymity in complaint submissions
✔ Stricter vendor accountability
This incident serves as a wake-up call for Indian Railways to overhaul its complaint redressal system and ensure passenger safety is never compromised.
