A Consumer Commission has directed the Karnataka State Road Transport Corporation (KSRTC) to refund ₹975 to a passenger after finding deficiency in service over its failure to return the fare for a cancelled bus ticket. The Commission also ordered the transport corporation to pay compensation and litigation costs.
The Commission held that KSRTC could not establish that the refund had been credited to the complainant’s bank account. Although the corporation acknowledged receiving payments for two tickets booked for the same journey, it failed to produce documentary evidence supporting its claim regarding the refund.
The dispute arose from a booking made by a teacher in Karnataka for travel from Sindhanur to Mangalore on October 1, 2022.
The complainant initially paid ₹975 for a ticket. However, when his berth was not confirmed, he booked another seat for the same journey and paid an additional ₹975, bringing his total expenditure to ₹1,950.
According to the complaint, the passenger subsequently informed KSRTC about the cancellation of one ticket before the scheduled journey. He maintained that the corporation had assured him that the ticket charges would be refunded, but the payment was never returned.
The complainant also alleged that KSRTC cancelled the proposed travel schedule without providing an alternative ticket, forcing him to arrange transportation through another bus operator for October 1, 2022.
KSRTC, however, disputed the allegations. The corporation contended that the passenger had booked a seat but failed to report for the journey. It further submitted that the bus conductor attempted to contact him on his registered telephone number but received no response.
The corporation also questioned the maintainability of the complaint, arguing that the complainant did not qualify as a consumer under the Consumer Protection Act and was therefore not entitled to compensation.
While examining the dispute, the Commission took note of KSRTC’s admission that it had collected ₹975 each for two tickets purchased by the complainant.
The Commission found that the passenger had communicated the cancellation of one ticket before the scheduled journey. Despite this, the transport corporation had not established that the corresponding fare was refunded.
In particular, KSRTC failed to produce any documentary record demonstrating that ₹975 had been credited to the complainant’s account.
The Commission concluded that the corporation’s failure to refund the amount constituted deficiency in service.
Accordingly, it directed KSRTC to return ₹975 to the complainant, along with compensation and litigation expenses.
