A distressing incident involving a state-run bus leaving a passenger and her young daughter behind at a highway stop has resulted in a consumer court ordering compensation. The Tamil Nadu State Transport Corporation (TNSTC) has been directed to pay ₹20,000 to the affected woman for the ordeal she faced in September 2023.
The Night of the Stranding
The episode unfolded on a September evening in 2023. J Poongodi was travelling with her eight-year-old daughter on a TNSTC bus operated by the Villupuram division. At approximately 8:30 PM, the bus made a brief refreshment halt at a highway eatery near Cheyyur. Poongodi and her child disembarked to use the washroom and take a break.
However, when they returned to the parking area just a few minutes later, they were met with a shocking sight: their bus had departed. To their greater dismay, all their luggage remained onboard the vehicle. The owner of the eatery assisted them by contacting the bus crew, who instructed Poongodi to reach a nearby petrol bunk to reboard.
Following these instructions proved futile, as the bus was not found at the suggested location. Left stranded at night, the mother and daughter had to undertake an arduous journey on their own. They travelled via Cheyyur and Vandavasi Junction to finally reach Polur by boarding another bus.
Missing Belongings and Conflicting Claims
The troubles for Poongodi did not end with being left behind. The bus crew later handed over her luggage to a relative. Upon receipt, it was discovered that ₹1,500 in cash and a Bluetooth headset were missing from the bags.
Poongodi took the matter to the District Consumer Disputes Redressal Commission, Chennai (North). In her complaint, she stated that the bus crew departed without verifying if all passengers had reboarded after the halt, leaving her and her child vulnerable at night. She supported her case with bus tickets, a written complaint sent to TNSTC, postal acknowledgements, and notably, an apology letter from the bus conductor.
The TNSTC Villupuram division contested the allegations. The corporation argued that the halt was brief, announcements were made before departure, and that Poongodi failed to return in time. It denied any responsibility for the missing items from the luggage and refuted claims of a verbal altercation with her relative.
Consumer Commission's Verdict and Order
The Commission carefully examined the evidence from both sides. It made several critical observations against the transport corporation:
- TNSTC failed to produce any log report or documented procedure followed during such halts.
- The corporation could not provide material evidence to prove that the crew conducted a check for passenger presence before driving away.
- The Commission also noted that the conductor involved in the incident was already facing departmental proceedings, and his annual increments had been withheld as a result.
These factors pointed towards negligence on the part of the bus crew. The Commission held TNSTC liable for defciency in service and the resulting mental agony and hardship caused to the complainant. Consequently, it ordered Tamil Nadu State Transport Corporation (Villupuram) to pay J Poongodi a compensation of ₹20,000 for the lapses.
This ruling underscores the duty of care that public transport operators owe to their passengers and highlights the effectiveness of consumer forums in addressing grievances against large government entities.
