Kerala: A consumer court in Kerala has ordered the Indian Railways to compensate a passenger with ₹60,000 due to a more than 13-hour train delay, causing inconvenience, mental distress, and financial hardship.
What had happened?
The ruling by the Ernakulam District Consumer Disputes Redressal Commission came on October 18, following a complaint by Karthik Mohan, who works for a private firm in Chennai. Mohan had booked a ticket for the 22640 Alappuzha-Chennai Express from Ernakulam to Chennai to attend an important meeting. However, the extensive delay disrupted his plans and caused distress to other passengers, including NEET exam candidates.
According to the report, the Railways attributed the delay to reconstruction work in the Chennai division at Arakkonam. They mentioned sending SMS notifications to inform all reserved passengers, including Mohan, of the delay and to provide alternative transportation options. Passengers were also given the option of a full refund.
The commission’s ruling
After hearing arguments from both sides, the Commission emphasized the significance of a passenger’s time and the considerable inconvenience and distress caused by the unexpected delay. The ruling pointed out that while the purpose of the journey wasn’t specified at the time of booking, the Railways, as a major Public Sector Undertaking, should prioritize timely and efficient service.
The ruling stated, “Naturally, the complainant experienced a great deal of inconvenience, mental distress, hardships, and financial losses due to the negligence of the opposite parties. This order is in favor of the complainant, reaffirming the principles of accountability, especially for institutions that are vital for a nation’s connectivity and economy.”