Pranav B Prem

The District Consumer Disputes Redressal Commission, Ernakulam has directed the Indian Railway Catering and Tourism Corporation Ltd. (IRCTC) and the Southern Railway to jointly refund the ticket fare of ₹20,500 and pay ₹50,000 as compensation to a passenger for the deficiency in service and unfair trade practice during the Aastha Punya Theerth Yatra pilgrimage tour. The Bench comprising D.B. Binu (President), V. Ramachandran, and Sreevidhia T.N. delivered the order on October 29, 2025, in a complaint filed by K.B. Suresh Babu of Ernakulam.

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Background

The complainant had purchased a ticket for IRCTC’s Aastha Punya Theerth Yatra — an 11-day pilgrimage tour covering Puri, Konark, Gaya, Varanasi, Ayodhya, and Prayagraj — by paying ₹20,500 under the “Budget Package.” He alleged that despite reaching the station on time, the train departed one day late, arriving on December 11, 2022, instead of December 10, 2022. Further, the train was unclean, and the passengers themselves had to clean the compartments before travel. The complaint also stated that no proper facilities were arranged at the destinations, and passengers were forced to wait in buses for over two hours at some stops.Additionally, the complainant alleged that the food served was of poor quality, that no onboard doctor or medical facility was available, and that the journey was cut short by two days, amounting to an unfair trade practice.

Contentions of the Parties

IRCTC’s Response:
IRCTC admitted that the train was delayed but attributed it to a cyclonic effect at Chennai on the night of December 9, 2022, which caused operational disruptions. It claimed that passengers boarding from Ernakulam were informed of the delay over phone calls on the morning of December 10. The company also stated that the train departed from Ernakulam at 1:47 a.m. on December 11, and though there was limited time for cleaning due to passengers rushing to board, reasonable efforts were made to maintain hygiene. It denied allegations of poor food quality, arguing that meals such as idli-vada, upma, veg pulao, and veg biryani were provided.

IRCTC further submitted that no onboard doctor service was promised in the tour brochure but an on-call medical arrangement was available throughout the journey. It maintained that there was no deficiency in service on its part. Southern Railway, represented separately, supported IRCTC’s version and claimed there was no cause of action against them.

Findings of the Commission

After examining the records and evidence from both sides, the Commission observed that the train, originally scheduled to depart from Kochuveli, eventually began its journey from Ernakulam Junction. However, no arrangements were made by the opposite parties to provide food or accommodation to the stranded passengers during the delay. The Commission further held that no proof was produced by IRCTC to show that passengers were actually informed of the delay. The bench took note of IRCTC’s own admission that passengers rushed to board the train, which indicated there was no time for proper cleaning. “This statement of the opposite party indicates that they did not get any time to make proper cleaning in the train. This particular statement emphasizes all the points on which the complainant alleges deficiency of service,” the Commission noted.

While the Commission did not make specific findings on the food quality, it observed that the narrow roads and congestion near the temple towns caused further difficulty in passenger conveyance. It held that the complainant had undergone considerable hardship and mental agony due to the lapses in service and the poor management of the tour package.

Order

Finding both IRCTC and Southern Railway guilty of deficiency in service and unfair trade practice, the Commission issued the following directions:

1. The opposite parties shall refund ₹20,500, being the ticket fare paid by the complainant.

2. The opposite parties shall pay ₹50,000 as compensation for the mental agony and hardships suffered.

3. The opposite parties shall pay ₹3,000 as costs of proceedings.

4. The liability of the opposite parties shall be joint and several.

The Commission ordered that the directions be complied with within 45 days from the date of receipt of the order.

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The Commission concluded that IRCTC and Southern Railway failed to exercise due diligence in managing the pilgrimage tour and providing timely information to passengers. It held that their lapses — including the lack of pre-departure arrangements, inadequate communication, and poor sanitation — amounted to deficiency in service under the Consumer Protection Act, 2019. Accordingly, the complaint was allowed in part, granting both refund and compensation to the complainant.

Cause Title: K.B. Suresh Babu v. The IRCTC and Anr.

Case No: CC No. 66/2023

Coram: D.B. Binu (President), V. Ramachandran, Sreevidhia T.N (Members)