The District Consumer Disputes Redressal Commission in Kasaragod, Kerala, has ordered the Indian Railway Catering and Tourism Corporation to pay ₹3,100 in compensation and litigation costs after failing to refund a single rupee due on a cancelled train ticket. Holding the state-run ticketing entity accountable for deficiency in service and unfair trade practice, the consumer panel also instructed it to return the outstanding ₹1 alongside 9 percent annual interest calculated from the date of cancellation. IRCTC has been given a 30-day deadline to comply with the directive.
Disputed Calculation on Cancelled Ticket
According to the complaint, the passenger booked an AC three-tier ticket for ₹553 on August 11, 2024, for a journey scheduled on August 20, 2024. The passenger subsequently cancelled the reservation on August 17, more than 48 hours prior to the scheduled departure. Under standard railway cancellation terms, a deduction of ₹180 was applied along with ₹9 towards 5 percent Goods and Services Tax, bringing the total statutory deduction to ₹189.
The deduction should have left an admissible refund of ₹364 from the original fare. Case records, however, reflected an internal variation in the figures submitted. While one section indicated that the passenger received ₹340 instead of ₹364, creating an apparent difference of ₹24, another section recorded that the complainant was entitled to ₹341 and received ₹340. The formal grievance before the commission centered on the unpaid balance of ₹1, which the complainant argued was withheld without justification.
Rejection of Belated Defence and Claim Details
Aggrieved by the shortfall, the passenger approached the consumer court demanding a total of ₹2.05 lakh in damages. The claim comprised ₹1 lakh for alleged mental distress, ₹1 lakh for breach of trust, ₹5,000 to cover legal costs, and the refund of the unpaid balance. During the proceedings, IRCTC attempted to file its written version in defence, but the bench declined to accept the submission because it was submitted past the statutory limitation period.
A bench comprising Commission President Krishnan K. and Member Beena K.G. adjudicated the complaint on the basis of the available documents. The bench observed that the ticketing agency had failed to furnish any valid explanation for remitting less than the due amount. The commission noted that the nominal value of a disputed sum does not diminish a consumer’s statutory right to fair trade practices and transparent service delivery.
Three-Part Payout Directed Within Thirty Days
Disallowing the passenger’s extensive damages claim, the commission granted relief strictly under three specified heads. IRCTC was directed to pay 9 percent interest per annum on the withheld ₹1 from August 17, 2024, until its final discharge. The commission further instructed the corporation to pay ₹100 as compensation for deficiency in service and ₹3,000 toward the passenger’s litigation expenses.
The total liability imposed on the corporation stands at ₹3,101, excluding the accrued interest on the principal sum. The bench emphasized that service entities must maintain precision in processing automated refunds and observe transparency when deducting charges. It directed the corporation to remit the full amount within 30 days of the order.
