A consumer disputes redressal commission in Andhra Pradesh has ordered an online ticketing aggregator and a private bus operator to pay Rs 20,000 in compensation to a passenger who missed his trip after his boarding point was changed at the last minute. The panel also directed both entities to jointly pay Rs 30,000 in costs to the State Consumer Welfare Fund of Andhra Pradesh.
Last-Minute Boarding Alteration
The ruling stems from a complaint regarding a journey booked for January 9, 2025, from Bengaluru to Ongole, for which the passenger paid Rs 1,249.50. On the evening of departure, the passenger received a phone call informing him that the pick-up location had been moved from Anandha Rao Circle to Tin Factory.
The traveler proceeded to the newly designated pick-up spot, which took approximately 45 minutes to reach. However, the bus departed before he arrived. Shortly afterward, the passenger received a notification stating that the operator had canceled the bus and processed a ticket refund. Stranded by the sudden departure, the traveler incurred nearly Rs 3,000 in additional expenses to secure alternative transport to Ongole before filing a case with the consumer panel.
Platform Accountability Established
During the proceedings, the online ticketing platform argued that its responsibility was limited to operating a digital booking software and that it had no control over operational choices made by the private bus service. The platform stated that the passenger was notified of the updated location but failed to arrive on time, adding that the ticket fare had already been reimbursed.
The commission, led by President D. Sreedevi along with members Y. Sundara Rao and Dr S.A. Sameer, rejected these arguments. The bench noted that merely refunding the ticket price did not absolve the parties, as the passenger suffered harassment and incurred extra travel costs heading to a distant relocation site. Furthermore, the panel found the ticketing platform negligent for canceling the booking based solely on the bus operator’s update without verifying details with the passenger.
Broader Implications for Digital Aggregators
Holding both the ticketing platform and the bus operator jointly and severally liable, the commission concluded that both entities directly contributed to the passenger’s financial loss, hardship, and mental agony. The Rs 20,000 award covers compensation for service deficiencies, harassment, and litigation expenses.
The bench emphasized that digital aggregator platforms cannot evade legal responsibility or claim immunity as simple intermediaries when consumers experience service deficiencies or disruptions.
