Railways told to pay compensation of Rs 60,000 to passenger for 13-hour train delay

Kochi: The Ernakulam District Consumer Disputes Redressal Commission has ordered the Indian Railways to pay a compensation of Rs 60,000 to a Chennai resident for the inconvenience caused by a 13-hour delay of the Chennai-Alleppey Express in 2018.

The commission stated that the significance of a passenger's time cannot be ignored, and the delay, coupled with inadequate prior communication, was a deficiency in service.

The bench, consisting of president D B Binu and members V Ramachandran and Sreevidhia T N, highlighted that despite being a significant Public Sector Undertaking, the Indian Railways often fails to provide efficient services. “Despite being a significant Public Sector Undertaking and being governed by various laws, the Indian Railways often fails to provide efficient services. Issues like late trains and unavailability of reserved seats persist. Consumers can seek compensation for losses or unfair practices,” the order issued on October 18, read.

Chennai resident Karthik Mohan, who works as a Deputy Manager at Bosch Limited, filed the complaint against the Southern Railway, stating that the delay had adverse consequences for his future career. Mohan had booked a ticket from Ernakulam to Chennai on May 6, 2018, for an important meeting. However, the inordinate delay of the train caused hardship not only to him but also to NEET candidates.

The commission acknowledged the undeniable significance of a passenger's time and the substantial inconvenience and distress caused by the unexpected delay. It directed the Railways to pay Rs 50,000 for the inconvenience, mental agony, physical hardship, and financial repercussions experienced due to the deficiency of service and unfair practices. Additionally, Rs 10,000 was awarded towards the cost of proceedings.

The complaint emphasized that the railway authorities should have promptly communicated the delay and made alternate arrangements. The Railways, on the other hand, maintained that there was no deficiency, negligence, or lethargy on their part. They explained that the delay was due to the diversion of the train because of yard remodeling work at Arakkonam in Chennai.