A district consumer disputes redressal forum here has directed the Indian Railways Catering and Tourism Corporation (IRCTC) to compensate a complainant by paying over ₹45,000 after the passenger’s tickets were cancelled without his knowledge.
Observing that the IRCTC had cancelled the tickets based on a third party’s email, without the passenger’s knowledge, the consumer panel said that refunding the ticket price was not enough.
“On perusal of the submission of the parties, it is admitted by [IRCTC] that they have cancelled the reserved tickets on the behest of one Rohit Sharma and the cancellation request was not made by the complainant. Simply by refunding the cancellation money to the complainant is not suffice, as there was a clear deficient in services on part of [IRCTC] in our opinion,” the consumer panel held.
It was alleged by complainant Sushovan Gupta Ray that despite having reserved tickets for his family from Sealdah to New Delhi, on the date of journey, he found an email from IRCTC stating the three tickets had been cancelled.
“On enquiry, he came to know that one Rohit Sharma requested to cancel the reservation ticket through e-mail. It is stated by complainant that he does not know any Rohit Sharma and due to cancellation of railway ticket he could not undergo the journey as scheduled,” the consumer panel observed.
It was further alleged that due to the cancellation, the passengers had to book air tickets, that cost them over ₹20,000.
IRCTC contends
However, the IRCTC contended that there was no deficiency on their part, as following verification the cancellation charge was refunded to the complainant.
“After considering the case of the complainant as a genuine [case], an amount of ₹3,450 was transferred in the account of the complainant. It is argued by the complainant that although refund was made by [IRCTC], still he is entitled for the compensation and litigation expenses on account of mental agony suffered by him as well as on account of the financial loss incurred,” the panel observed.
The consumer forum has awarded a compensation of ₹15,000 towards compensation for mental agony and ₹10,000 as litigation cost.
