Hyderabad District Commission Holds IRCTC Liable For Cancelling Train Tickets One Hour Before Departure Without Valid Reasons

Brief Fact:

Khursheed Begum (“Complainant”) used the online application of Ixigo to book four tickets for IRCTC 2nd A.C., from Secunderabad to Vizianagaram. After receiving confirmation via email, the Complainant paid Rs. 6,470/- for the tickets and secured seats Nos. 10 to 13 in the 2nd A.C. compartment. The train's departure time was 4.55 PM. While waiting at the station, the Complainant received a call 1 hour before the departure, informing her that the tickets had been cancelled. No reason was provided for the cancellation. Despite numerous attempts to contact the Customer Care Centre, Ixigo and IRCTC gave inadequate responses to the Complainant. Due to the cancellation on the day of the Sankranthi festival, all alternative transportation options were fully booked. Ultimately, the Complainant and her family travelled to Vizianagaram on an ordinary bus, incurring substantial expenses.

Feeling aggrieved, the Complainant filed a consumer complaint against Ixigo and IRCTC in the District Consumer Disputes Redressal Commission – II, Hyderabad (“District Commission”).

IRCTC did not appear before the District Commission. Therefore, it was proceeded against ex-parte. Ixigo contended that on the request of the Complainant, it booked the tickets and shared their respective copies. Therefore, no deficiency could be proved on its part.

Observations by the District Commission:

The District Commission noted that the Complainant, adhering to COVID-19 guidelines, reached the station on time. Furthermore, it was not contested that while waiting for the train, the Complainant received an electronic call just an hour before departure, informing her of the abrupt cancellation of the booked tickets without a valid reason. The amount for booking was refunded later. However, Rs. 470/- was deducted from the total amount of Rs. 6,470/- by IRCTC.

The District Commission further noted that the Complainant had to expend Rs. 4,589.60/- for the alternative bus from Hyderabad to Vizianagaram. The act of abrupt cancellation by IRCTC resulted in significant trouble, mental agony, and inconvenience for the Complainant and her family. Therefore, the District Commission held IRCTC liable for deficiency in services.

As a result, the District Commission directed IRCTC to refund Rs. 470/- with interest at 9% from January 13, 2021, and pay Rs. 15,000/- as compensation for mental agony, physical trauma, and inconvenience, along with Rs. 5,000/- towards the costs of litigation to the Complainant. The complaint against Ixigo was dismissed as no direct liability or responsibility was found on the part of Ixigo.

Case Title: Khursheed Begum vs India Railway Catering and Tourism Corporation and Anr.

Case Number: Consumer Case No.137/2021

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