Vizag Passenger Awarded Rs 30,000 Compensation from Indian Railways for Unhygienic Toilet

A consumer court has ordered Indian Railways to compensate a Vizag passenger with Rs 30,000 after he experienced discomfort during his trip from Tirupati to Duvvada.

In a recent decision, the District Consumer Disputes Redressal Commission-I in Visakhapatnam has ordered Indian Railways to compensate a passenger, V. Murthy, with Rs 30,000 following an uncomfortable journey from Tirupati to Duvvada on the Tirumala Express. South Central Railway (SCR) has been directed to pay Rs 25,000 to Murthy, a 55-year-old passenger, for the physical and mental distress caused by the lack of basic amenities. An additional Rs 5,000 was awarded to cover legal expenses related to the complaint.

Details of the Incident

Murthy had booked four tickets in the 3AC class for himself and his family, expecting a comfortable journey. Initially, they were assigned seats in the B-7 coach; however, Murthy later received a notification informing him that their seats had been changed from 3AC to 3E class, a modification that was unexpected and inconvenient. On June 5, 2023, the family boarded the train at Tirupati railway station, only to find several issues. The toilets lacked water, the air conditioning was malfunctioning, and the coach was in a visibly unclean state. Murthy reported these problems to railway staff in Duvvada, but his complaints were not addressed.

Railways’ Response

In response to Murthy’s complaint, Indian Railways argued that the allegations were unfounded and suggested that the complaint might be financially motivated, aiming to claim compensation unjustly from the public funds. They contended that Murthy and his family had safely completed their journey using the services provided and that there was no significant issue warranting compensation.

Commission’s Ruling

The District Consumer Disputes Redressal Commission, however, found merit in Murthy’s complaint. The commission ruled that Indian Railways is obligated to provide essential services like functioning toilets and adequate air conditioning, particularly when passengers have paid for these amenities. Indian Railways had admitted that staff had been dispatched to address the water issue, which was caused by an airlock—a technical fault. However, the commission emphasized that the train should have undergone a basic check to ensure all amenities were functional before departure.

This case highlights the accountability of Indian Railways in providing promised amenities and respecting passenger comfort, ensuring that customers receive the quality of service they have paid for.