The District Consumer Disputes Redressal Commission (DCDRC) in Dharamshala, Himachal Pradesh recently directed Indian Railway Catering and Tourism Corporation Limited (IRCTC) and its licensed contractor to pay Rs 22,500 to a man for poor facilities at an IRCTC Executive Lounge in New Delhi Railway Station (NDLS).
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Himachal Pradesh: The District Consumer Disputes Redressal Commission (DCDRC) in Dharamshala, Himachal Pradesh, ordered the Indian Railway Catering and Tourism Corporation Limited (IRCTC) and its licensed contractor to pay Rs 22,500 as compensation to a passenger for substandard facilities at an IRCTC Executive Lounge located in New Delhi Railway Station (NDLS).
A bench comprising DCDRC President Hemanshu Mishra and members Narayan Thakur and Arti Sood instructed IRCTC and the contractor to upgrade and repair the lounge facilities within 30 days.
The Commission further directed the parties to submit a compliance affidavit, accompanied by photographic evidence of the enhanced facilities and repaired washroom, along with passenger reviews.
A Matter of National Image
The Commission emphasized that the NDLS Executive Lounge serves as a critical reflection of the nation’s hospitality standards, particularly since it caters to both domestic and international travelers.
“So, the facilities to be provided by the opposite parties at this premium executive lounge are not only required to be of premium quality, but the facilities must never be below the minimum standard.”
The Complaint and Deficiencies
The complainant had availed the Executive Lounge services at NDLS on January 10, 2024, paying Rs 224 for two hours. In his grievance, he cited several shortcomings, including:
- Poor restroom conditions.
- Non-functional television and train information displays.
- Lack of reading materials, such as newspapers and magazines, customarily promised by IRCTC.
IRCTC’s Defense
In response, IRCTC raised objections on various grounds, including jurisdiction and maintainability of the complaint. The organization stated that an internal inquiry revealed no deficiencies in service by the contractor.
IRCTC further asserted:
- No Obligation for Train Information Displays: It clarified that train information and announcements are provided at the station level through a built-in PNR system, and such services are not mandated in the lounge.
- Allegations of False Claims: IRCTC alleged that the complainant had fabricated the complaint to extort compensation.
- Outsourcing Responsibility: The corporation disclaimed liability, arguing that the maintenance and operation of the lounge had been outsourced to a private contractor.
Findings and Verdict
After reviewing evidence, the Commission concluded that the contractor failed to uphold the standards of maintenance and service stipulated in its agreement with IRCTC.
The Commission also noted that IRCTC did not provide any inquiry report to substantiate its defense. This absence of evidence, coupled with the documented service deficiencies, led the Commission to determine that the complainant endured “mental agony and harassment.”
The ruling included the following directives:
- Compensation: The contractor must pay Rs 10,000, and IRCTC is required to pay Rs 5,000 to the complainant.
- Litigation Costs: Both parties must jointly compensate the complainant Rs 7,500 for legal expenses.
- Legal Aid Contribution: The contractor is mandated to deposit Rs 20,000 into the District Consumer Legal Aid Fund in Kangra, Himachal Pradesh.
The complainant was represented by Advocate Aashima Kalra, while Advocate Vipan Kumar appeared on behalf of IRCTC.
This case highlights the importance of maintaining high-quality facilities at premium services like executive lounges, ensuring that passengers’ experiences align with the expected standards of comfort and convenience.
CASE TITLE:
Tarun Chaurasia v. Indian Railway Catering and Tourism Corporation Ltd and Another.
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