Indian Railways once again proved that they take every complaint seriously, even if it is about a small amount. A recent incident on a long-distance train highlighted how strict the railway system has become regarding overpricing by vendors.
A passenger claimed that he was charged ₹20 for a Rail Neer water bottle, which officially costs ₹15. What happened next shows how strong the grievance system of Indian Railways is today.
Passenger Records Video Of Vendor Charging Extra
The incident happened in the 3rd AC economy coach of the Pooja SF Express.
A passenger noticed a vendor selling Rail Neer water bottles at a higher price. Instead of ignoring it, he recorded a 1-minute-47-second video showing the vendor casually admitting the overcharge.
When questioned, the vendor said he needed to “earn something,” which shocked many viewers once the video went viral on social media.
139 पर आई ओवरचार्जिंग की शिकायत, रेलवे ने लिया फटाफट एक्शन, कैटरिंग कंपनी पर लगा एक लाख का जुर्माना।
यात्रियों को ओवर चार्जिंग की राशि की गई रिटर्न! pic.twitter.com/8ZaomlEWml
— Ministry of Railways (@RailMinIndia) November 23, 2024
Immediately after buying the bottle, the passenger dialed the 139 Railway Helpline and filed a complaint.
Railways Take Quick Action: Catering Service Fined ₹1 Lakh
Indian Railways acted fast. As soon as the complaint was verified, officials imposed a ₹1 lakh penalty on the catering service responsible for the vendor.
The railway department also released a letter showing their zero-tolerance policy for overcharging, black marketing, or unethical sales inside trains.
The quick response sent a strong message:
Overpricing, even by a small amount, will not be tolerated.
Passenger Receives Refund And Advises Vendor To Return Money To All
Soon after the complaint was resolved, a representative from the catering company met the passenger and returned the extra ₹5.
But the passenger made a sensible suggestion — he told them to return the extra money collected from other passengers as well.
This part of the incident impressed many people online, as it showed how one small complaint can bring big change.
Railways Encourage Passengers To Report Issues
Indian Railways continuously reminds passengers to report any inconvenience, overcharging, or safety issue. There are multiple ways for passengers to file complaints:
- Helpline 139 – For all general complaints.
- RailMadad App/Portal – For submitting and tracking grievances.
- Indian Railways website – Fill out online complaint forms.
- SMS – Send details to 91-9717680982.
- Security Helpline 182 – For safety-related concerns, harassment, or emergencies.
- Passengers are encouraged to report issues immediately, just like in this case, to help improve services.
Why This Incident Matters
At first glance, the overcharge was only ₹5, but the case is important because:
- It protects passenger rights.
- It stops unethical practices from spreading.
- It reminds vendors to follow official pricing.
- It builds trust in Indian Railways’ complaint system.
- When companies take action on even small problems, it sends a message that customer experience is a priority.
Conclusion
The incident of a vendor charging ₹5 extra for a water bottle may seem small, but Indian Railways handled it with seriousness and speed. By imposing a heavy fine and ensuring a refund, they showed their commitment to fair service and transparent pricing.
This case proves that passengers’ voices matter, and even a single complaint can lead to major action.
Railways continue to encourage passengers to raise issues so that travel becomes safe, fair, and comfortable for everyone.
FAQs
What was the complaint about?
A passenger reported that a vendor charged ₹20 instead of the official ₹15 price for a Rail Neer water bottle.
How did Indian Railways respond?
They quickly verified the complaint and fined the catering service ₹1 lakh for overcharging.
Was the passenger refunded?
Yes, the overcharged ₹5 was returned to the passenger by the catering company representative.
How can passengers file railway complaints?
They can use helpline 139, the RailMadad portal, the Railways website, SMS service, or security helpline 182.
Why was such a big fine imposed for ₹5?
The amount may be small, but overcharging is illegal. Strict action helps prevent such behaviour and protects all passengers.