A district consumer commission in Andhra Pradesh has ordered Greenline Travels to pay ₹73,000 in compensation to a passenger who missed a crucial flight due to the bus operator's unexplained route deviation and significant delay. The passenger was en route from Adoni to Bengaluru to catch a flight to Delhi for an important academic deadline.
The Missed Flight Incident
The complainant had secured admission for an M.Phil. in Clinical Psychology in Delhi and needed to report by October 27, 2025. He booked an IndiGo flight from Bengaluru to Delhi for 10:50 AM on October 26. To reach Bengaluru, he booked a Greenline Travels bus from Adoni, scheduled to depart at 11:15 PM on October 25 and arrive in Bengaluru by 5:00 AM the following day.
Upon boarding, the passenger confirmed with the driver an expected arrival time at Devanahalli Toll Cross between 5:00 AM and 5:30 AM. However, by 5:00 AM, he was informed the bus was taking an altered route and would not reach Devanahalli until approximately 9:00 AM. The bus eventually arrived at Devanahalli Toll Cross around 11:30 AM, well after his flight had departed.
Receiving a call from IndiGo representatives at 10:15 AM about boarding closure, the passenger was left stranded. He subsequently booked another flight for later that day, incurring additional accommodation and incidental expenses, finally reaching Delhi at 2:00 AM on October 27.
Legal Action and Greenline's Defense
Following the incident, the passenger sent a legal notice to Greenline Travels on October 29, 2025, seeking compensation. Receiving no response, he approached the District Consumer Disputes Redressal Commission, Kurnool, alleging negligence and deficiency in service.
Greenline Travels denied the allegations, citing its ticket terms which permitted route and timing changes based on operational requirements and prevailing circumstances. The company also attributed potential delays to factors beyond its control, such as traffic congestion, road conditions, and vehicle breakdowns.
Commission's Verdict and Compensation
The commission, comprising President Karanam Kishore Kumar and Members N. Narayana Reddy and S. Nazima Kausar, found Greenline Travels responsible. They noted that the bus's scheduled arrival time and the passenger's flight details were undisputed. The panel rejected the bus operator's defense, stating that while terms and conditions might cover minor, unavoidable delays, they did not justify a significant, unexplained route alteration and prolonged delay without reasonable explanation or timely passenger notification.
The commission emphasized that the passenger relied on the published bus schedule for his flight arrangements and could not be faulted. They ruled that an unexplained delay of several hours, leading to a missed flight, constituted a failure to render service with reasonable care and diligence.
The commission ordered Greenline Travels to pay a total of ₹73,000, broken down as follows:
- ₹13,000: Towards replacement flight and accommodation expenses.
- ₹50,000: For mental agony and inconvenience, acknowledging the passenger's important academic purpose.
- ₹10,000: Towards litigation costs.
Greenline Travels must pay the amount within 45 days of receiving the order, failing which it will incur an annual interest of 12 percent from the date of default.