Passenger misses train despite reaching station on time; Consumer Commission orders Railways, IRCTC to pay ₹15,620
The consumer commission held that passengers are entitled to timely and quality services and that failing to adequately inform them about a change in train timings amounts to a deficiency in service.
A consumer commission in Punjab has ordered the Railways and IRCTC to refund ₹10,620 to a passenger who missed his train despite arriving at the station on time. The Ferozepur District Commission also awarded ₹5,000 for mental anguish and litigation costs. The family had booked tickets for a trip from Goa to Delhi on June 10, 2024, but the train departed two hours early without proper notification.
When they inquired at the station, they were told IRCTC was responsible for informing passengers about schedule changes. The Railways argued that the revised schedule was available on notice boards, announcements and their website, while IRCTC claimed its role was limited to online bookings. The commission rejected these claims, stating passengers are entitled to timely and quality service and that failing to inform them about changes amounts to poor service.
The commission directed the parties to pay the ₹10,620 refund and ₹5,000 compensation for the family's distress.
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