Rs. 25,000 to be paid by IRCTC to a passenger for sending a wrong alert

One wrong message from IRCTC to the passengers of Mahabodhi Express proved to be beneficial for the railway ticket booking service provider after one of the passengers sued it for deficiency in service and causing physical and financial harassment.

The passengers, who were set to board the Mahabodhi Express going from Allahabad to Delhi on May 29, received an SMS from IRCTC that said the train had been cancelled and the passengers should cancel their tickets if they want a refund. Later, it turned out that the message was sent by mistake and the train did depart for Delhi on that day.

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Vaishali resident Vijay Pratap Singh, whose son Akshat also boarding the same train, decided to take the legal route after IRCTC allegedly did not respond to the requests for a refund.

“After receiving the message to cancel the tickets from IRCTC , I cancelled both the tickets. However, as it was important for my son to return to Delhi for some work, I booked a cab for him as no other train was available for the same day,” Singh said.

“But after my son reached Delhi, I was shocked to find that the train had not been cancelled and departed as per the schedule. I got the refund for just one ticket as the other one was booked on Tatkal. Although under such circumstances I was entitled to get the refund for that one as well,” Singh added.

The forum directed IRCTC to pay Rs 25,000 to Singh as compensation for causing stress, harassment and financial hardship.IRCTC moved Delhi State Consumer Disputes Redressal Commission against the order, saying they were not served notice and the order by the district forum was passed in haste.

The matter was heard by Member Anil Srivastava and OP Gupta who upheld the judgement of the district forum on the grounds of deficiency in service .

The court concluded that the argument the corporation has nothing to do with the management of the Railways and the cancellation of train or otherwise and the refund of the tickets or otherwise are functions within the domain of the Railways, does not carry conviction.


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