A district consumer disputes redressal commission in Kerala has found the Indian Railway Catering and Tourism Corporation (IRCTC) guilty of service deficiency, directing the agency to pay Rs 30,000 in compensation to a passenger whose religious package tour was severely disrupted by delays and altered arrangements.
The bench, comprising President P V Jayarajan alongside members Preetha G Nair and Viju V R, ruled that the complainant experienced mental distress, emotional hardship, and financial losses as a result of the service lapses. IRCTC was instructed to pay the compensation sum along with Rs 3,000 in litigation expenses within one month of receiving the order.
Shifted Departure And Severe Delays
The dispute stems from a package travel booking made for a pilgrimage intended to cover Puri, Kashi, Ayodhya, and Prayagraj Sangam. The journey was initially scheduled to start from Kochuveli railway station on December 10, 2022.
However, IRCTC relocated the departure point to Ernakulam, requiring the passenger and her spouse to arrange and pay for private taxi transport to reach the new station. Upon arrival, the train experienced a delay of approximately 17 hours, ultimately departing at around 2 a.m. on December 11.
Curtailed Itinerary And Inadequate Facilities
The complainant stated that the extended delay forced the tour operator to bypass or shorten several planned stops, preventing family members from completing key religious rituals. Additionally, the filing cited sub-par hotel accommodations, unhygienic food services, and a lack of proper guidance throughout the travel period.
IRCTC contested the claims, maintaining that the change in boarding location was prompted by railway operational necessity and communicated to passengers ahead of time. The public sector undertaking stated that it offered fare refunds for the Kochuveli-Ernakulam leg, provided waiting facilities and meals during the delay, and attributed the schedule disruptions to broader railway operational challenges and weather restrictions related to a cyclone.
Operational Excuses Rejected By Commission
The consumer forum rejected IRCTC’s defense, stating that the corporation attempted to offer justifications for passenger hardships rather than disproving the service failures. The commission noted that IRCTC’s own written statements confirmed that tour participants underwent significant inconvenience during the trip.
In its judgment, the commission held that organizers of package tours remain accountable for delivering the agreed-upon itinerary and cannot avoid responsibility for poor planning and communication by citing operational issues.
