The Western Zone of IRCTC, headquartered in Mumbai, plays a key role in managing catering, tourism, Rail Neer, and ticketing services across Maharashtra, Madhya Pradesh, Gujarat, and Goa. Once known primarily for catering, IRCTC has now emerged as a major player in the tourism sector—both domestic and international. From cost-effective pilgrimage circuits to international travel packages, it is leveraging India’s cultural heritage and connectivity to redefine travel experiences.
Kaptan Mali, the editor of The Times of Mumbai spoke to Gaurav Jha, Group General Manager, Western Zone, IRCTC to learn how IRCTC manages these services and what more is in store.
Q. What is the role of West Zone IRCTC?
The West Zone is one of the five regional zones of IRCTC and covers Maharashtra, Madhya Pradesh, Gujarat, and Goa. Our primary responsibilities include managing catering services, Rail Neer production and distribution, online ticketing, and tourism operations in this region. Our focus is on ensuring efficient, transparent, and quality services to railway passengers and tourists alike.
Q. IRCTC started as a catering service. How big is it now, and what areas has it diversified into?
Yes, IRCTC began with catering and online ticketing services, but over the years, it has significantly expanded. We have now ventured extensively into tourism and Rail Neer. At present, tourism is our major focus, especially in the West Zone, which has immense potential with its rich heritage and diverse attractions. We offer a wide range of tour packages—both domestic and international—using rail as well as air travel to promote tourism.
IRCTC is actively supporting government campaigns like ‘Incredible India’ and ‘Dekho Apna Desh’. We’ve curated special pilgrimage circuits including Varanasi–Ayodhya, Puri–Gangasagar, Jammu–Srinagar, and Madurai–Kanyakumari.
One of our standout packages was the 5-day Chhatrapati Shivaji Maharaj legacy tour, which received an overwhelming response. Soon, we are launching the Jyotirlinga Yatra, covering seven prominent Jyotirlinga temples. These tours are not just cost-effective but also include transportation, accommodation, meals, and sightseeing—without any hidden charges.
Q. With many private tour operators in the market, what makes IRCTC different? Especially when destinations like Jyotirlingas are usually crowded.
What sets IRCTC apart is transparency, affordability, and operational efficiency. Our packages are budget-friendly and all-inclusive. For groups of over 30–40 tourists, we assign dedicated tour managers who coordinate with local authorities, temple trusts, and administration to ensure smooth travel. This helps tourists avoid the usual hassles at crowded sites and enjoy their pilgrimage peacefully.
Q. Besides ticketing, what services does IRCTC offer during tours?
Our packages include everything: travel arrangements, hotel accommodations, meals, and local transport. For instance, our Bharat Gaurav trains have three classes—Sleeper, 3AC, and 2AC. Based on class, tourists are offered amenities such as 3-star or 4-star hotel stays, AC bus transfers, and guided sightseeing. We may not claim to be the best yet, but post-COVID, we’re rapidly expanding in the tourism sector. Our rail connectivity gives us the advantage of managing large tourist groups—sometimes 600–700 people—something most private operators cannot easily handle.
We’ve also seen strong interest in international destinations. IRCTC now offers packages to Japan, Vietnam, Australia, Dubai, and several East Asian countries. These trips have received a positive response and are gaining in popularity.
Q. How is IRCTC addressing the issue of illegal confirmed bookings and travel agent misuse?
To curb such malpractices, we’ve strengthened our verification process—especially for Tatkal bookings, where tickets are now confirmed only through OTP-based authentication. Around 2.5 crore fake IDs created by travel agents have already been blocked. These measures aim to protect genuine passengers and ensure a fair booking system.
Q. With several apps offering confirmed tickets illegally, how is IRCTC protecting loyal customers?
Yes, illegal software is a real concern. But IRCTC and the Railways are working together to identify and block such platforms. Our technical team is constantly upgrading security to ensure our booking system remains secure, efficient, and fair for all users.
Q. Being headquartered in Mumbai, what special services are offered to Mumbaikars?
Mumbai, as India’s financial hub, has tremendous travel potential. It also enjoys the highest availability of national and international flights. We’ve launched several packages from Mumbai, and the response has been excellent due to its superior connectivity.
Q. Maharashtra has a rich cultural legacy. How was the response to the Shivaji Maharaj tour?
The Chhatrapati Shivaji Maharaj Legacy Tour was a great success. The train was fully booked, and we received highly positive feedback. Given the ongoing demand, we plan to relaunch it around October–November.
We’re also in talks with MTDC and the state tourism department to expand circuits across Nagpur, Konkan, and the Mumbai–Pune belt. Maharashtra is vast and diverse, offering great scope for 5–6 day tour packages.
