In a recent case highlighting the importance of passenger comfort and accountability, the South Central Railway (SCR) has been ordered by the District Consumer Commission of Vizag to compensate a passenger with ₹30,000. The ruling stems from a distressing experience faced by a 55-year-old man, V Murthy, during his journey from Tirupati to Duvvada on the Tirumala express train.
Murthy and his family had booked four 3AC tickets for their June 3, 2023, travel. However, their journey was marred by a series of inconveniences that began with a change in their accommodation, from 3A to 3E, without proper notification.
Adding to their discomfort, the family found the coach’s toilet inoperable, with no water supply. Furthermore, the air conditioning system was malfunctioning, leading to an uncomfortable and unsanitary environment within the entire coach. Despite reporting these issues to the railway office in Duvvada, Murthy received no response or assistance.
The Indian Railways attempted to dismiss Murthy’s complaint as false and intended to extort money. They claimed that the journey had been completed safely, with all necessary services provided.
However, the District Consumer Disputes Redressal Commission-I (Visakhapatnam) upheld Murthy’s claims. The commission ruled that the Indian Railways has a responsibility to ensure basic amenities, including functional toilets and a working AC system, for its passengers.
The commission concluded that by accepting the tickets, the railways had made a promise of a comfortable journey and therefore, failed to fulfill their obligation. The decision underscores the importance of upholding basic standards of hygiene and comfort for railway passengers.
This verdict serves as a stark reminder to the Indian Railways that providing a safe and comfortable journey is not only a matter of convenience but a fundamental right of passengers. The railways must take responsibility for ensuring basic amenities and addressing passenger complaints promptly and effectively.
