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IRCTC

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INDIAN RAILWAY CATERING AND TOURISM CORPORATION LTD. (A Govt. of India Enterprise-Mini Ratna)

"CIN-L74899D1.1999G01101707" E-mail : Website :

2020IRCTC/CS/AGM-21/381

October 1, 2020

BSE Limited (Through BSE Listing Centre) 1st Floor, New Trade Wing, Rotunda Building Phiroze Jeejeebhoy Towers, Dalai Street Fort, Mumbai -- 400 001

National Stock Exchange of India Limited (Through NEAPS) "Exchange Plaza-1, Block-G, Bandra-Kurla Complex, Bandra (East), Mumbai -- 400 051

Scrip Code: 542830

Scrip Symbol: IRCTC

Sub: Notice of 21st Annual General Meeting of the members of the Company and Annual Report for the year 2019-20

Sir/ Madam,

This is in continuation to our letter of even no. dated 28.09.2020 intimating about the 21st Annual General Meeting (AGM) of members of the Company to be held on Tuesday, the 27th October, 2020 at 11:30 a.m. (1ST) through Video Conferencing (VC)/Other Audio Visual Means (OAVM) along with details related to "E-voting" and "Record Date".

Pursuant to Regulation 30 and 34 of the SEBI (LODR) Regulations, 2015, please find enclosed herewith the Notice of 21st Annual General Meeting and Annual Report for the year 2019-20.

The Notice of 21st Annual General Meeting and Annual Report 2019-20 is also hosted on the Company's website i.e. and on the website of National Securities Depository Limited(e-voting Agency) at evoting..

The above is for your information and records please.

Thanking You,

Yours faithfully,

For Indian Railway Catering and Tourism Corporation Limited (IRCTC)

(Suman KaIra) Company Secretary and Compliance Officer Membership No: FCS 9199

End: a/a.

rt-417 cr;1,04 TRINTE : 11 t

-41-146, GINI,6111 74,

001 piN : 011-23311263-64 Itr4Srl : 011-23311259

Regd. & Corp. Office : 1Rh Floor. Statesman House. B-148. Barakhamba Road. New Delhi-110 001 Tel.: 011-23311263-64 Fax : 011-23311259

CATERING

More smiles per mile

E-TICKET

PACKAGED

TO Indian Railway Catering and Tourism Corporation Limited (A Govt. of India Enterprise-Mini Ratna Category-I ) 21ST ANNUAL REPORT 2019-20

WATER UR & TRAV

EL

Contents

Corporate Overview

02 IRCTC at a Glance 04 Leveraging our strengths 06 Chairman's Message 09 Touching millions of lives 10 Scaling Up: Our Financial

Highlights 12 An Overview of our business 14 Our Business Segment

? Catering 16 Our Business Segment

? Internet Ticketing 18 Our Business Segment

? Packaged Drinking Water 20 Our Business Segment

? Travel and Tourism 22 Awards and Recognition

? Our greatest laurels 24 Profile of the Board of Directors 27 Corporate Information 29 Ten years Financial Highlights

Statutory Reports

30 Directors' Report 63 Management Discussion and

Analysis 80 Report on Corporate Governance 112 Report on Corporate Social

Responsibility (CSR) and Sustainability 120 Business Responsibility Report (BRR) 134 Dividend Distribution Policy 138 Extract of Annual Return

Financial Statements

161 Independent Auditor's Report 172 Balance Sheet 173 Statement of Profit and Loss 174 Statement of Cash Flow 178 Accounting Policies as per Indian

Standards (Ind AS) 237 Comments of C&AG of India

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Chairman's Message

We believe, our agile and dynamic business model, our ability to constantly innovate and expand our operations played a crucial role to instil faith and trust in our company, projecting us as a reliable entity among the investor community.

Page 06

An Overview of our business Touching millions of lives

We are adamant about our preferences to maximize customer convenience while ensuring utmost comfort.

Page 12

Over the years, we have diversified our service offerings to enhance customer delight and provide an unforgettable experience to travellers.

Page 09

For years, we have kept our customers at the core of our success, designing and delivering services that encompass a vast array of travel needs. From ticketing to catering, from holiday packages to accommodation facilities ? we've got it all covered. We understand the needs of our patrons and are consistently focused on setting new standards of efficiency and ease.

With a plan to maximize convenience while ensuring utmost comfort, at IRCTC, we have discovered gateways to delightto cater and curate memorable travel experiences.

At IRCTC, we are guided by our zeal to assure safety, security and punctuality ? touching lives across social divides and geographical barriers. As we take strides to set new standards and embark on a new journey, we remain dedicated to our loyal customers ? to always serve as a preferred travel partner, delivering

More smiles

per mile!

Indian Railway Catering and Tourism Corporation Limited

IRCTC at a Glance

Indian Railway Catering & Tourism Corporation Ltd (IRCTC) is the only entity authorized by Indian Railways to provide catering services to railways, online railway tickets and packaged drinking water at railway stations and trains in India.

Established in 1999, as an extended arm of Ministry of Railways, it was developed to upgrade and professionalise catering and hospitality services in Indian Railways as well as to promote domestic and international tourism through development of budget hotels, special tour packages, and global reservation systems. We are a one-stop solution for travellers, offering a wide range of services including catering, travel and tourism, internet ticketing and packaged drinking water.

Vision

To be the leading provider of high quality travel, tourism and hospitality related services for a range of customer segments, to consistently deliver outstanding customer satisfaction.

Mission

IRCTC aims to establish itself as a leader in the area(s) of hospitality services, Travel and Tourism, packaged drinking water, and Internet Ticketing by providing value added products and services for passengers, tourists and other customers, targeting IR and Non-IR related services alike and building a resilient business portfolio that is scalable and based on core competence.

02

Corporate Overview Statutory Reports Financial Statements

Our service offerings

Catering & Hospitality

Internet Ticketing

Travel & Tourism

Packaged Drinking Water (Rail Neer)

Key facts about IRCTC

Mini?ratna (Category-I Public Sector Enterprise)

Status conferred by the Government of India, on May 1, 2008

1446

Employees

11.49%

CAGR growth in Revenue between FY 2015-16 to FY 2019-20

31.4

Average transaction volume per month in FY 2019-20 (in Million)

irctc.co.in

is one of the most transacted websites in the Asia-Pacific region

India's

Only authorised entity providing online ticket booking and catering services for passengers travelling by Indian Railways

111.92 times

IPO overall subscribed

Debt-free

Company as on 31st March 2020

27.93%

CAGR growth in PAT between FY 2015-16 to FY 2019-20

Most successful IPO

in the last two fiscal years in terms of overall subscription and the best performed IPO in respect of PSUs

03

Indian Railway Catering and Tourism Corporation Limited

Leveraging our strengths

Diversified portfolio

Apart from having a dominant market share in Indian Railways, we have diversified our offerings by foraying into non-railway segments including air ticket booking, e-catering, tour packages, executive lounges and budget hotel booking. Our endeavour is to be a onestop-solution for all types of travel needs and be the preferred travel booking partner.

Authorized Entity

We are the only entity authorized by the Indian Railways to provide online railway tickets, catering services to railways and packaged drinking water at railway stations and during train journeys.

Sustainable business model

IRCTC has a track record of delivering consistent growth in revenue and profitability. On the back of favourable regulatory policies and growing passenger traffic, our top line and bottom line are expected to witness sustained growth in the longrun.

Our top line has grown at a CAGR of 11.49% over the past five years while our bottom line has registered a CAGR growth of 27.93% during the same period.

04

Corporate Overview Statutory Reports Financial Statements

Attractive financial matrices

Over the years, we have aspired to maintain healthy ratios through a prudent risk management and capital allocation strategy.

Our RoE and ROCE as on 31st March 2020 stood at 39.81%.

Robust balance sheet

Our operating cash stood at J 597.39 Crores as on 31st March 2020

and the fact that we are a debt-free company validates our financial discipline. The strong balance sheet also enables us to meet our shortterm obligations, execute our strategies & growth plans and navigate through uncertainties and cyclic slowdowns.

Strong governance framework

For years we have implemented systems and internal control procedures to enable adherence to regulatory frameworks and assure greater transparency across organizational verticals. It has empowered us to strategically sustain the foundations for strong performance while building bonds with internal as well as external stakeholders.

Experienced Board and management

The multi-sectoral experience and the deep domain knowledge of our senior management guides us to chart new trajectories of growth and provides direction to tide through tough times. It is the strength of our leadership that helps us to retain our competitive edge and consistently unlock opportunities for future success.

05

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