IRCTC told to refund ticket money, pay Rs 10,000 compensation to couple who missed diverted train

The complainants stated that when they reached the station to board the train, they received a message on their registered mobile numbers, stating the train would not come to Gurgaon on December 13 due to technical reasons.

Following this, the complainants took a bus to Chandigarh. After a week, the complainants sent an email to IRCTC demanding a refund of the ticket amount, but they were informed that the refund could not be made as the complainants had not applied within 72 hours at the boarding station.

It was submitted in the complaint that “as the complainants were senior citizens, it was not feasible for them to apply for a refund at the boarding station, Gurgaon. Besides, the complainants rushed to Chandigarh by bus after receiving the IRCTC message.”

In its reply, IRCTC submitted that it only provides access to the Railway Passenger Reservation System (PRS) through its server and internet connectivity to book tickets through its website and as soon as the ticket is issued from them and the fare is transferred to the railways, it has no role to play. IRCTC further said it has no role to play in the diversion of trains, which are diverted by the Indian Railways.

In its reply, the Indian Railways submitted that it has no concern with the issue raised in the complaint and that the complaint be dismissed against them.

Upon hearing the matter, the Commission held that the Electronic Reservation Slip clearly indicates that IRCTC charged a convenience fee to the tune of Rs 17.70 from the complainant for booking the ticket and the Indian Railways charged a ticket fare of Rs 460 from the complainants.

“Thus, it stands proved on record that the complainants paid Rs 477.70 to both the IRCTC and the Indian Railways for availing their service for travelling from Gurgaon to Chandigarh on the relevant date, time and place.

Moreover, it is an admitted case of the parties that the train did not touch the station at Gurgaon on the relevant date and time, as a result of which the complainants had to travel from Gurgaon to Chandigarh by bus which caused immense harassment to them, hence both IRCTC and Indian Railways cannot escape from their liability, and the aforesaid act amounts to deficiency in service on their part, especially when the entire case set up by the complainant in the consumer complaint as well as the evidence available on record is unrebutted by the IRCTC and Indian Railways,” the Commission observed.

The Commission, thus, directed IRCTC, Chandigarh and the Indian Railways through the Railway Station Manager, Railway Station, Chandigarh, to refund Rs 477.70 to the complainants along with interest at 9 per cent per annum from December 13, 2022, till onwards, and to pay a composite amount of Rs 10,000 to the complainants as compensation for causing mental agony and harassment and towards costs of litigation.