Ref. : ER/Press/2003/ARebello.29/dg

Consumer Education and Research Society (CERS), Ahmedabad, has charged the Railway Administration with not complying with the order of the Consumer Disputes Redressal Commission, Gujarat State, that it would ensure the prevention of unauthorised travel by reserved compartments.

In a representation to the Union Ministry of Railways and the Railway Board, CERS has pointed out that the price difference between tickets for unreserved and reserved compartments is high and the passengers who buy tickets for reserved compartments expect a minimum amount of comfort, security and safety. Thus a duty is cast on the travelling ticket examiners (TTEs) and attendants on reserved compartments to be vigilant about any inconvenience to the passengers, including unauthorised entry and travel. The representation has also urged the authorities to evolve stringent measures to check the entry of unauthorised passengers into reserved compartments and deal with the erring officials on duty sternly for dereliction of duty.

CERS has added that its member Ms Audrey J. Rebello had travelled by the Karnavati Express from Borivali to Ahmedabad on a reserved compartment on 13 November 2000. During her journey, some unauthorised passengers entered the compartment and travelled up to Surat. The ticket examiners and the attendant did not heed Ms Rebello’s pleas for shifting them to another compartment, causing great inconvenience, harassment and mental agony to her and other bona fide passengers.

Even after paying reservation charges, Ms Rebello - and others - could not enjoy the comfort of a reserved compartment, thus defeating the very purpose for which she and others had paid extra.

Ms. Rebello filed a case before the Ahmedabad City Consumer Disputes Redressal Forum but her complaint was dismissed on the grounds of want of jurisdiction.

She, with overall assistance and guidance of CERS, filed an appeal before the Consumer Disputes Redressal Commission, Gujarat State, Ahmedabad. This appeal was disposed of by an order dated 13 December 2002 on the assurance of a representative of the Railways that the Railway Administration would send a letter of apology to Ms Rebello with the rider that the administration would take steps to ensure that such episodes do not recur.

While the Railways sent Ms Rebello its letter of apology, it ignored the Commission’s directive that it should take adequate steps to ensure that similar deficiency in service did not recur.

Date : 22 July 2003
Place : Ahmedabad

Pritee Shah, Editor, INSIGHT - The Consumer Magazine

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