The District Consumer Commission in Visakhapatnam has directed the Indian Railways to compensate a passenger, V. Murthy, for the discomfort he and his family experienced during their journey. This case underscores the obligation of public service providers to maintain basic standards.
Murthy, 55, had booked four tickets in the AC 3-tier coach on the Tirumala Express for a trip from Tirupati to Duvvada near Visakhapatnam on June 3, 2023. However, he was notified by the Indian Railways that their reserved seats had been moved to a different coach with a 3E configuration. The journey was marred by several issues, including a malfunctioning air conditioning system that failed to provide adequate cooling, unsanitary toilets, and a lack of sufficient water supply. Despite reporting these problems to railway officials upon arrival in Duvvada, no remedial action was taken, leading to Murthy’s frustration.
In defense, the Indian Railways claimed that Murthy’s allegations were unfounded and suggested he was seeking financial compensation without basis, asserting that the family completed their journey without service disruptions and that conditions met their standards. However, the commission ruled that Murthy’s complaints regarding air conditioning and sanitation were valid and warranted compensation.
The District Consumer Disputes Redressal Commission-I emphasized the rights of passengers to basic amenities that correspond with the quality and price promised. The commission highlighted that functional air conditioning and hygienic sanitation are essential for ensuring travel comfort, especially in AC coaches, for which passengers pay a premium. The ruling concluded that the Railways had failed to provide these basic amenities, infringing on Murthy’s rights as a consumer.
As a result, the commission ordered the South Central Railway (SCR) to pay Murthy ₹25,000 for the physical and mental stress endured during the journey, along with ₹5,000 to cover his legal costs. This case sets a significant precedent for the Indian Railways, which serves millions of passengers daily. It highlights the ongoing challenges in maintaining service standards in such a vast network and underscores the need for improvements in areas that directly impact passenger experience.
Disclaimer: The information provided in this summary is based on a recent ruling by the District Consumer Commission in Visakhapatnam regarding the Indian Railways. This content is for informational purposes only and does not constitute legal advice or an official statement from any involved parties.
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