Railways ordered to pay family Rs 2 lakh after protest disrupted Amritsar trip

On July 31, the Delhi state consumer commission upheld a district consumer forum's decision to compensate a family Rs 2 lakh for their disrupted Amritsar trip. The complaint centered on the Railways' failure to properly inform and assist passengers, which amounted to a deficiency in service. The order explained that the dispute began when the family booked confirmed tickets on the Swarna Shatabdi Express for a two-day trip, planning to visit the Wagah Border and the Golden Temple.

However, their journey was plagued by issues, starting with train services being suspended at Beas railway station for four hours without proper announcements, food, or water. When the train finally departed, the family was informed they would have to arrange their own transport, incurring additional costs. Upon their return, they faced further complications when the train unexpectedly failed to start from Amritsar.

The family argued that the Railways' lack of timely communication and assistance resulted in significant financial loss, inconvenience, and mental distress, leading them to seek compensation. The Railways maintained that train services were disrupted due to a farmers' protest in Punjab and that their decision to halt at Beas was made for passenger safety, claiming no negligence on their part.

The commission found that while the Railways had the right to make operational decisions for passenger safety, they were responsible for the complete lack of assistance and information provided to passengers. The commission also rejected the family's request for an increased compensation amount, noting they had not provided evidence of exceptional losses.

The commission upheld the original compensation of Rs 25,000 per person, totaling Rs 2 lakh, along with Rs 16,000 for litigation costs.