Its really unfortunate that you had to ensure all this that too aboard a Shatabdi Special....A few empty runs during the start of service was way much better...but now the delay is every other day...

IMHO, all the parties concerned are to blame for this and no zone should be spared for this frightful experience:-

1....
more...

CR :- Non maintenance of the rake, Serving of Stale Food, Improper announcement about the delay and the most the delayed run.. (Yes... Delayed run because on closer inspection of its run, improper catering, rude attendents, the delay increases by atleast an hour before it crosses over to Roha from Mumbai and vice versa).

2. KR:- Non accordance of priority (to some extant for the purpose, the delay mounts due to unscheduled stoppages for crossing while JNS is perfectly able to manage its daily run despite delay. IMHO, Such Shatabdi, even if a special that has an aggressive run should get top priority at par with other dailies), Detoriating service Quality, Serving of stale food at odd timings.

3. IR:- For accepting proposal for such service well below safety norms without any second look. Atleast a safety check of the rake should have been conducted before disposing it off to Cr to run a Shatabdi.

4. TTEs:- For their rude and lazy behaviour which could have been solved to some extant like their intervened for halt at Thivim for no logical reason.

Conclusion:-
Nevertheless announced as a Shatabdi, it is still a special and specials in IR gets special importance. Though we may say blah blah blah an blah.... one good thing is IR is able to deploy some special services though the constants remain constant which has to be highlighted upon.

Instead of a Shatabdi, a day time Triweekly AC Special with EC, CC and 3A/3E coaches would have been more welcome as people will be able to bring their own home made food and since absence of Shatabdi tag would mean abundant slack, the late arrival/departures wouldn't have taken place then.

P.S. I will recommend to lodge your grievance in PG Portal and share with us the Grievance No for follow up.
Thanks