The Bhojpur District Consumer Disputes Redressal Commission has ordered Indian Railways to pay significant compensation to four passengers who were denied their confirmed seats and forced to stand for an entire train journey. The ruling highlights a clear deficiency in service by the railway authorities.
Passengers Denied Berths by Railway Staff
The incident occurred on the LTT Patna Express (Train No. 13202) during a journey from Vindhyachal to Ara. Four passengers, holding valid confirmed tickets, boarded the train which was already delayed by nearly an hour. Upon reaching their designated coach, B4, they discovered their berths were occupied.
The individuals occupying the seats identified themselves as railway employees and refused to vacate them. Despite repeated attempts to seek assistance from onboard railway staff, the passengers received no help and were compelled to complete their entire journey standing.
Futile Complaints Lead to Consumer Court
After disembarking, the aggrieved passengers filed formal complaints through official channels, including Railway Seva and Rail Min. However, these complaints failed to yield any resolution, leaving the passengers with no recourse.
Consequently, the complainant approached the Bhojpur District Consumer Disputes Redressal Commission. The case was heard by a bench comprising President Krishna Pratap Singh and Member Kamal Kishore Singh.
Commission Finds Deficiency in Service
The North Central Railway and the Ministry of Railways contested the complaint, arguing that the matter fell under law and order jurisdiction, handled by the Government Railway Police, and not a deficiency in their service. They also claimed that the complaint had already been addressed.
However, the commission was not convinced. After reviewing the evidence, it concluded that the passengers had undeniably suffered harm due to the Railways' failure to honor their ticket guarantees. The commission explicitly stated, "It is crystal clear that the petitioner, along with three other friends, suffered mental, physical and economic harassment and it constitutes a deficiency of service..."
Compensation Ordered
The commission has directed the North Central Railway and the Ministry of Railways to:
- Refund the original booking amount of ₹1,876.80 with eight percent annual interest.
- Pay ₹20,000 as compensation for the inconvenience and suffering.
- Cover ₹15,000 towards litigation costs.
The Railways must make these payments within 60 days. Failure to comply within the stipulated period will result in the outstanding amount attracting an increased interest rate of ten percent per annum.