The following article is based on my own interpretation of the said events. Any material borrowed from published and unpublished sources has been appropriately referenced. I will bear the sole responsibility for anything that is found to have been copied or misappropriated or misrepresented in the following post.
Dhiren Chotaliya, MBA 2015-17, Vinod Gupta School of Management, IIT Kharagpur
IRCTC, a subsidiary of Indian railway is considered one of the best performing PSU- Public Sector Undertaking. The main operational activities of IRCTC is online ticket booking, tourism and catering services for indian railways. IRCTC is doing fairly excellent on the E-ticket booking and the tourism but story is some what different for it’s catering operation. For so long there were numerous complains from the consumer side regarding to the food quality and the price they were paying for the food.
With new resolution in mind to improve overall passenger travel experience, IRCTC has already tied up with food panda, online food delivery firm which helps passengers to order food from a variety of cuisine options and also in talks with several other food chains like McDonald’s, Bikanerwala, Nirula’s, Sagar Ratna, Wangs Kitchen,Sarvana Bhavan and Bittu Tikki Wala. IRCTC, which provide e-ticket booking of around 5-6 lacs on an average day, wants to give option to passengers to select food of their own choice. For now, these facility is available on 1516 trains. Traveller can avail these facility either by ordering food from an online website or by making a phone call. But it is yet to see whether IRCTC ,currently being consider as best online ticket booking platform, can actually achieve the position on consumer mind considering the stiff competition from low cost airlines and changing consumer behaviour.