Passengers suffer due to change in train timings; Consumer Commission orders Railway to pay ₹15,620

The Ferozepur District Consumer Disputes Redressal Commission in Punjab has ordered the Railways and Indian Railway Catering and Tourism Corporation (IRCTC) to pay ₹15,620 to a passenger. This amount includes ₹10,620 as a ticket refund and ₹5,000 as compensation for mental agony, harassment, and legal expenses. The matter surfaced when a passenger booked train tickets for himself, his wife, and daughter to travel from Madgaon, Goa to Hazrat Nizamuddin, Delhi. According to the passenger, he had booked tickets for the journey scheduled for 10 June, 2024, costing a total of ₹10,620.

According to a report by Mint, the passenger and his family reached Madgaon railway station before the scheduled time of the train, but upon arrival, they discovered that the train had already departed. Upon investigation, it was found that the train's timetable had been changed, moving its departure time two hours earlier. When the family contacted the Station Master, they were informed that it was the responsibility of IRCTC to notify passengers about changes in train timings. Due to missing the train, the passenger had to purchase flight tickets to reach Delhi, causing him financial and mental distress. Following this incident, he filed a complaint in the Consumer Commission alleging deficiency in services and unfair trade practices.

In this case, the Railways defended itself by arguing that trains operate under different monsoon and non-monsoon timetables. According to the Railways, the monsoon timetable is in effect from 10 June to 30 October. The Railways claimed that passengers should check train timings during the monsoon. Furthermore, the Railways stated that the revised timetable had been placed on the station notice board, announced via the public address system, and also published on the Konkan Railway website. The Railways claimed that the passenger missed the train due to his own negligence. On the other hand, IRCTC argued that its responsibility is limited only to online ticket booking and it has no role in decisions regarding train operations or changes in timings.

A bench comprising Commission President Kiranjit Kaur Arora and member Suman Khanna dismissed the arguments of the Railways and IRCTC after examining the arguments and evidence from all parties. The Commission observed that passengers have the right to receive timely and quality services and cannot be left to the whims of the administration. The Commission clarified that passengers cannot depend on the mercy of railway authorities and the responsibility to provide information regarding revised timetables lies with the concerned parties. Therefore, Northern Railway, Konkan Railway, and IRCTC have been jointly directed to pay this amount.

The Consumer Disputes Redressal Commission is a quasi-judicial body established to protect consumer rights in India. This Commission resolves consumer complaints, including issues such as deficiency in services, defects in goods, or unfair trade practices. The institution operates under the Consumer Protection Act and has the authority to grant compensation or other relief to ensure justice for consumers.