The North District Consumer Commission in Chennai has directed private bus operator Sri Meenakshi Travels to pay Rs 15,000 as compensation to a woman for deficiency in service. The operator failed to drop her at her designated stop, causing inconvenience and mental agony.
Incident Details
The complainant, a beautician traveling from Chennai for a professional engagement, booked a sleeper berth through an online platform. She specifically requested to be informed upon reaching Karungalakudi. Despite repeated requests, the bus did not stop at the designated stop and continued until Madurai. She was later taken back to her destination only after intervention and arrangement of an alternative vehicle, as noted in the court order.
Impact on the Complainant
The incident caused her mental agony, disrupted her professional commitments, and led to avoidable hardship due to the overnight delay. The bus operator denied negligence, contending that stopping midway posed safety risks and that onboard announcements were made to alert passengers about upcoming stops. The operator also claimed that the passenger failed to respond when her stop was announced and that she was safely transported to the final bus terminus.
Commission's Observations
After examining evidence, including travel records and submissions from both sides, the commission observed that the ticket clearly mentioned Karungalakudi as the destination. It noted inconsistencies in the operator’s defense and held that failing to facilitate alighting at the correct stop constituted deficiency in service under the Consumer Protection Act.
Order
The commission partly allowed the complaint and directed the operator to pay Rs 15,000 as compensation, inclusive of litigation costs, within 45 days. It further ordered that failure to comply would attract 9% annual interest from the date of filing of the complaint until realization.
