A district consumer forum in the Capital has directed the Northern Railway to compensate a passenger by paying a sum amounting to ₹20,000 after he alleged that the air conditioning system in one of the coaches had malfunctioned during his journey from Delhi to Chandigarh in June, 2016.
Complainant Sanjeev Goyal had alleged that during his travel between the two cities, the air conditioning system in the coach he was travelling in, had stopped working.
Directing the railway to compensate the passenger, the district consumer forum said, “As a rule, a consumer who has paid money for a particular facility should be provided with all kinds of comfort and ease which has not been done in the present case. We are of the opinion that ends of justice would be met if the complainant is awarded compensation towards harassment, torture and litigation expenses.”
Uncomfortable journey
“It is alleged that the AC was not working and it was very uncomfortable and suffocating in the humid weather, and objections were raised at the Delhi station itself. However, the maintenance engineer told that it has been repaired and cooling will be done shortly” read the complaint in the order dated May 11, 2018. Further, it was alleged that despite repeated complaints, the maintenance engineer was unable to rectify the issue. The complainant, further, said that three months after lodging a complaint, he was informed that “AC cooling became low due to leakage from strainer capillary of compressor but it could not be rectified en route, later coach was marked sick and rectified”.
Seek dismissal of order
However, seeking a dismissal of the order, the railway contended that “no other passenger complained of less cooling and the AC was working fine and normal”.
Observing inconsistencies, in the versions provided by the railway, the consumer forum said, “It is strange to note that opposite party [railway] which is a government organisation, has been making oscillating statements with regard to the happening of the incident. At one place, it has been stated by the opposite party that complaint was resolved on the spot. However….[in another] it was reported it could not be rectified en route…”
Further, the consumer forum said, “The contents clearly reveal that the AC in the coach, complained against, was not working properly. The miseries of the complainant while travelling in the scorching heat in the month of June without having the comfort of an AC, appears to be beyond description.”
