A missed work appraisal meeting led to a significant consumer commission ruling in Chennai. The case stemmed from a night bus journey that broke down midway, forcing a passenger and his family to complete their trip at their own expense.
Commission Holds Bus Operator Liable
The District Consumer Disputes Redressal Commission in North Chennai found a private bus operator guilty of service deficiency. The commission directed the firm to pay the complainant ₹12,000 as compensation. This amount included a full refund of the ticket price.
Details of the Disrupted Journey
Selva Gnana Prince, a private sector employee, filed the complaint. He travelled with his family, including a seven-month-old infant, on March 17, 2025. They boarded a sleeper coach operated by RP Tours and Travels.
The bus was scheduled to depart from Chennai at 8pm. It should have reached Tuticorin by 6.30am the next day. Prince paid ₹2,383 for the tickets.
Multiple Delays and Breakdown
According to the complaint, the bus halted for nearly two hours at the Madurai Omni Bus Stand in the early hours of March 18. After resuming the journey, the vehicle suffered a tyre failure near Aruppukottai.
All passengers had to get down. The operator informed them that repairs would take several hours. The company did not arrange an alternative bus for the stranded travellers.
Passenger Forced to Arrange Own Transport
With the delay continuing, Prince took matters into his own hands. He boarded a government bus from Aruppukottai at his own cost. The family finally reached Tuticorin around 11am, hours behind schedule.
Impact on Work and Mental Well-being
Prince told the commission the delay caused him to miss crucial work commitments. This occurred during an important appraisal period at his job.
The incident resulted in financial loss for the complainant. It also caused him severe mental stress, as documented in the proceedings.
Operator's Non-Response
The bus operator did not appear before the commission despite receiving proper notice. The commission set the case ex parte due to this absence.
RP Tours and Travels filed no response to the allegations presented by the complainant.
Commission's Final Ruling
The commission held that the operator's failure to complete the scheduled journey constituted clear deficiency in service. The lack of passenger support during the breakdown further strengthened the case against the company.
This ruling emphasizes consumer rights in transportation services. It sets a precedent for holding service providers accountable for disruptions that cause tangible harm to passengers.
