The Chennai-Alleppey Express on 6 May, 2018, was delayed by 13 hours because of yard remodelling work at Arakkonam in Chennai.
Indian railways to pay compensation for delay. (Wikimedia)
The significance of a passenger’s time is undeniable, the Ernakulam District Consumer Disputes Redressal Commission has said while directing the Indian Railways to pay a compensation of ₹60,000 to a Chennai resident for the inconvenience caused to him by a 13-hour delay of the Chennai-Alleppey Express in 2018.
A bench comprising President DB Binu and members V Ramachandran and Sreevidhia TN said the unexpected delay of over 13 hours, coupled with inadequate prior communication about the same was indeed a “deficiency in service”.
“Despite being a significant Public Sector Undertaking and being governed by various laws, the Indian Railways often fails to provide efficient services. Issues like late trains and unavailability of reserved seats persist. Consumers can seek compensation for losses or unfair practices,” the order issued on 18 October, read.
Chennai resident Karthik Mohan had moved the commission over the “significant deficiency” of service by the Southern Railway, which had adverse consequences for his future career.
Mohan, who works as a Deputy Manager at Bosch Limited in Chennai, had booked a ticket from Ernakulam to Chennai on 6 May 2018, for an important meeting, but the inordinate delay of 13 hours of the train caused hardship to him and many others, including NEET candidates.
“The significance of a passenger’s time is undeniable. The unexpected delay caused substantial inconvenience and distress,” the order read.
It directed the Railways to pay ₹50,000 for the substantial inconvenience, mental agony, physical hardship and financial repercussions experienced due to the “deficiency of service and unfair practices” committed by it. ₹10,000 was awarded towards the cost of the proceedings.
The complaint asserted that the railway authorities should have communicated the delay promptly and made alternate arrangements for passengers.
He had submitted that due to the significant delay, he had attempted to arrange alternative travel options but failed as the NEET exam had caused a high demand for transportation.
The Railways maintained that there was no deficiency, negligence or lethargy on its behalf.
It claimed that SMS notifications were sent to all reserved passengers including the complainant to inform them about the delay.
The railway authorities explained that the delay was due to the diversion of the train because of yard remodelling work at Arakkonam in Chennai.
The commission observed that the yard remodelling work at Arakkonam in Chennai Division was a planned activity, and the railway authorities should have been prepared to communicate the delay to passengers in advance, allowing them to make alternate arrangements.
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