Inordinate delay of 13 hours in train service – deficiency in service by Railway – Compensation of Rs.50,000/- granted.

Railway – Inordinate delay of 13 hours of Allepey Express – Deficiency in Service – Compensation of Rs.50,000/- granted to the passenger

Complainant – Deputy Manager at Bosch Limited, Chennai – had filed the consumer complaint for deficiency of service, multiple inconveniences, cancellation of meeting in Chennai and hardship by Railway on account of inordinate delay of 13 hours in train journey on 6.5.2018 from Ernakulum to Chennai.

Important takeaway of the Judgment of Ernakulam District Consumer Disputes Redressal Forum

1. Railway ought to have communicated the delay earlier to enable the passengers to make alternate arrangements.
2. The inordinate delay of 30 hours was un-explained.

iii.      Lack of proper communication about train delay well in advance, since SMS sent two hours before departure was not adequate.

1. Time of every passenger is precious. The passenger cannot be at the mercy of the authorities.
2. Passengers have right to timely and quality services.
3. Railway’s duty to explain delay that was beyond its control.
4. The passenger’s time is invaluable and deserves compensation for undue delay in train service unless the Railway proves a justifiable cause.

Karthik Mohan Vs. Indian Railways (Complaint Case No.CC/18/248) decided on 18.10.2023