Recently, ruling from a consumer court in Kerala has mandated that the Indian Railways must provide compensation of ₹60,000 to a passenger. This compensation is to address the inconvenience, mental distress, and financial difficulties experienced by the passenger as a result of a train delay exceeding 13 hours.

On October 18, the Ernakulam District Consumer Disputes Redressal Commission issued this ruling in response to a complaint filed by Karthik Mohan, who is employed at a private firm in Chennai. Mohan had reserved a ticket for the 22640 Alappuzha-Chennai Express, with the intention of attending a crucial meeting in Chennai. However, the train experienced a delay of over 13 hours, resulting in significant disruptions not only to Mohan's plans but also causing distress to numerous passengers on board, including NEET exam candidates.

The Railways defended the delay by citing reconstruction work being carried out at Arakkonam in the Chennai division. They further mentioned that SMS notifications were dispatched to all passengers with reservations, including the complainant, to apprise them of the delay and recommend alternative transportation solutions. Moreover, the Railways asserted that a full refund option was extended to all affected passengers.

After hearing the arguments of both the parties, the Commission ruled, “The significance of a passenger’s time is undeniable. The unexpected delay caused substantial inconvenience and distress, particularly to the complainant, who had a pivotal professional commitment. Although the purpose of the journey was not specified at the time of ticket booking, the railways, as a major Public Sector Undertaking, ought to prioritise timely and efficient service.”

“Naturally, the complainant had suffered a lot of inconvenience, mental agony, hardships, financial loss, etc. due to the negligence on the part of the opposite parties. This order is rendered in favour of the complainant, reaffirming the principles of accountability, especially for institutions that form the backbone of a nation’s connectivity and economy,” it said.