The Delhi State Consumer Disputes Redressal Commission has mandated Indian Railways to disburse Rs 25,000 to a passenger who was compelled to share a blanket during a train journey. The commission found the national railway service guilty of deficient service in this case, which involved the complainant’s experience on a reservation against cancellation (RAC) ticket. The incident occurred when the individual travelled from Prayagraj to Delhi in October 2022.

The complainant reported that, while sharing a berth with another passenger, he was issued only one blanket, one pillow, and two bedsheets, falling short of what is typically expected in such accommodations. Despite requesting separate linens, the attendant informed him that only one blanket and one pillow could be provided for both passengers. Such service was perceived as inadequate and led to mental harassment and inconvenience.

Following the incident, the complainant attempted to raise awareness on social media, providing his PNR details to railway authorities. However, he stated that his requests for additional blankets and pillows were largely ignored, and he only received a towel. In light of this experience, he formally logged complaints and sought information under the Right to Information Act.

Consumer Commission Findings

In its ruling dated July 29, the consumer commission highlighted the failure of Indian Railways to adhere to a circular issued on September 23, 2009, which stipulates that RAC ticket holders should receive separate linen. The commission scrutinised the circumstances surrounding the passenger’s experience, corroborating that one blanket was indeed insufficient for two unrelated occupants sharing a berth.

The commission also noted that Indian Railways had already penalised the linen contractor by imposing a fine of Rs 1,000 due to the service failure. However, the complainant was neither informed of this penalty nor compensated for the inadequate service provided. As per the commission’s findings, the absence of relevant communication by the Railways constituted a further lapse in customer service.

Moreover, the commission expressed that the Railways failed to substantiate their position in the defence, as there was no proof presented that suggested the complainant received a separate bedroll. In light of these findings, the commission confirmed that the passenger had been subjected to mental harassment and physical discomfort, leading to the decision to award compensation.

Compensation and Payment Directive

The Delhi consumer panel directed Indian Railways to pay Rs 20,000 as compensation for the mental harassment and physical inconvenience experienced by the passenger, along with an additional Rs 5,000 to cover litigation costs. The commission emphasised that the compensation must be paid within 60 days of the ruling; failing this, interest at a rate of seven per cent per annum would be applicable.

The commission’s judgement not only holds Indian Railways accountable for the deficiencies observed but also underscores the need for adherence to guidelines established for the provision of passenger services. By addressing issues of service inadequacy, it also reinforces consumer rights in the railway sector.

This case serves as a critical reminder for the national transporter about the importance of maintaining service standards and being responsive to passenger needs. It highlights the vital role of consumer forums in ensuring that grievances are addressed effectively and that appropriate actions are taken against lapses in service delivery.

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