While the premium trains like Vande Bharat, Rajdhani, and Shatabdi generally maintain their punctuality, the usual experience with Indian railways is characterized by significant delays. However, passengers have grown accustomed to such delays, rarely raising grievances. Yet, when a train serving a route in Kerala ran 13 hours behind schedule, a passenger’s patience ran thin. He took his grievance to the consumer forum, which ruled in his favor, making the railways liable for compensation.
The Incident:
Karthik Mohan, a resident of Chennai, booked a ticket on the Chennai-Alleppey Express on 6th May 2018. The train was delayed by 13 hours, making him reach his destination much later than expected. Disheartened by the serious shortcomings in the rail services, Mohan approached the Ernakulam District Consumer Disputes Redressal Commission.
Karthik’s Perspective:
Working as a Deputy Manager at Bosch Limited, Karthik had chosen the date and train meticulously, ensuring he would reach his destination ahead of a crucial office meeting. However, due to the 13-hour delay, he missed the event. Karthik lamented the negligence demonstrated by railway officials, who neither informed passengers about the delay nor arranged any alternate solutions. He emphasized that the delay had negatively impacted his career.
Railway’s Defense:
The railways contested the allegations, claiming no lapses or negligence on their part. While they acknowledged the inconvenience caused to passengers, including Karthik, they also noted that other passengers, such as students traveling for their NEET entrance examinations, were affected by the same delay.
Forum’s Decision:
The consumer forum identified a deficiency in the railway’s service. The passenger faced not only physical and mental inconvenience but also experienced repercussions on his career due to the delay. Hence, the railways were directed to compensate with INR 50,000. Additionally, for the legal expenses incurred, a further INR 10,000 was awarded to the aggrieved passenger.
