New Delhi | The Delhi State Consumer Disputes Redressal Commission has directed the Indian Railways to pay Rs 25,000 to a passenger who was made to share a blanket with a stranger during a train journey, saying the national transporter was guilty of deficiency in service.
A bench comprising commission president Monika Aggarwal Srivastava and members Rajender Dhar and Ritu Garodia passed the order awarding Rs 20,000 as compensation for mental harassment and inconvenience and Rs 5,000 towards litigation costs.
In an order dated July 29, the commission said, “The Railways provided one blanket to two completely unrelated passengers in violation of the circular dated 23.09.2009. Thereafter, the Railways imposed a Rs 1,000 penalty on the linen contractor, but failed to inform the complainant about the same or provide compensation to the passenger. Even in the reply filed before this Commission, Railways are silent about this penalty.”
The complainant had travelled from Prayagraj to Delhi in October 2022 on a reservation against cancellation (RAC) ticket, under which he shared a berth with another passenger.
According to the complaint, the attendant supplied only one blanket, one pillow and two bedsheets for both passengers. The complainant alleged that despite requesting for separate blankets and pillows, he was informed that only one blanket and pillow were provided for a shared RAC berth.
He also claimed that after raising the issue on social media and sharing his PNR details with railway authorities, he received only a towel while the demand for separate blankets and pillows remained unaddressed.
The passenger later submitted written complaints and sought information under the RTI Act. Unsatisfied with the response, he approached the consumer commission seeking compensation.
The railways opposed the plea, questioning the commission's territorial jurisdiction and maintaining that bedrolls were supplied according to the prescribed norms. It also said additional blankets were provided subject to demand and availability and pointed out that onboard linen services were handled by a private contractor.
The commission, however, noted that a 2009 Railway Board circular allowed RAC passengers to receive blankets and bedsheets as the cost of bedrolls formed part of the fare.
“Moreover, OP has not placed on record any proof that a separate bedroll was provided to the complainant. Hence, we find OP guilty of deficiency in service and direct OP to pay Rs 20,000 as compensation for mental harassment and physical inconveniences. We also award a cost of Rs 5,000 to be paid towards litigation expenses,” the bench said.
It said that both sides agreed the complainant had shared the berth with an unrelated passenger and had been provided only one blanket and one pillow.
The commission also took note of internal railway records showing that a penalty of Rs 1,000 had been imposed on the linen contractor over the incident.
Holding the railways liable for deficiency in service, it directed payment of the compensation amount within 60 days, failing which interest at seven per cent per annum would be payable.
