Consumer Court Asks N Rlys To Pay Rs 24K Compensation

Hyderabad: A Consumer Court in New Delhi has directed Northern Railways to compensate two aggrieved travellers a total amount of Rs24,617.90 for the loss caused due to a delayed train resulting in cancellation of the return ticket and the plans to attend the function, for which they were travelling.

The order pertains to a complaint filed by Shaleen Suneja and Subramanian K Rajaseshan, both residents of Uttar Pradesh, against the Chief Claim Officer of Northern Railway, regarding an incident that occurred on October 8, 2022. The complainants, who are alumni of a MBA programme at the University of Kanpur, had planned to attend their 25th anniversary alumni meet. They had booked tickets to travel on the Vande Bharat Express (Train No: 22436) for the event but faced significant issues due to the train’s delay.

The complainants intended to travel to the university campus in the morning and return the same evening via Shatabdi Express. However, the train was delayed due to a mechanical fault, which resulted in the complainants missing the alumni event and also had to cancel the entire trip resulting in loss of money both on the onward and return fares. They sought redressal for the inconvenience caused, claiming a refund for the ticket fare, compensation for mental agony, and reimbursement for litigation expenses.

The order was issued after a thorough examination of the case, including the records and arguments presented by both parties. The Commission found that the complainants were entitled to a refund of Rs3,617.90, which was the amount lost on the tickets due to the forced cancellation of onward and return journeys. Additionally, the Commission awarded Rs 20,000 as compensation for the mental agony and harassment caused by the incident, alongwith Rs 1,000 to cover litigation expenses.

The order emphasised that the complainants should receive the total amount within six weeks from the date of receipt of the order. If the payment was not made within this timeframe, the opposite party (OP) would be liable to pay interest at an enhanced rate of 12 per cent per annum. This provision was included to ensure timely compliance and to address the financial impact of the delay on the complainants.

The Railways had previously argued that the delay was not due to a lack of service on the part of the railways, citing rules that exempt them from liability for compensation in cases of train delays. However, the Commission upheld the complainants’ claims, recognising the inconvenience and distress caused by the situation. The Commission also highlighted that the Railways should not treat such cases as adversarial litigation, indicating a need for a more customer-centric approach in handling complaints. In conclusion, the order serves as a reminder of the responsibilities of service providers, particularly in the transportation sector, to ensure timely service and to address customer grievances effectively. It reinforces the importance of consumer rights and the need for accountability in cases where service failures lead to significant inconvenience for passengers. The decision aims to provide relief to the complainants while also setting a precedent for similar cases in the future, encouraging a more responsive and responsible approach from service providers.