Consumer panel slaps ₹15K penalty on bus operator for skipping passenger’s stop

Chennai: The consumer commission has directed private bus operator Sri Meenakshi Travels to pay ₹15,000 as compensation to a woman for deficiency in service, after it failed to drop her at her designated stop. The North District Consumer Commission held that the operator was negligent in ensuring that the complainant alighted at her booked destination in the early morning hours, causing her inconvenience and mental agony.

The woman, a beautician travelling from Chennai for a professional engagement, booked a sleeper berth through an online platform and specifically requested that she be informed upon reaching Karungalakudi. However, despite repeated requests, the bus did not stop at the designated stop and continued until Madurai. She was later taken back to her destination only after intervention and arrangement of an alternative vehicle, noted the court order.

The complainant further noted that the incident caused her mental agony, disrupted her professional commitments, and led to avoidable hardship due to the overnight delay.

The bus operator, however, denied negligence, contending that stopping midway posed safety risks and that onboard announcements were made to alert passengers about upcoming stops. It also claimed that the passenger failed to respond when her stop was announced and that she was safely transported to the final bus terminus.

After examining evidence, including travel records and submissions from both sides, the commission observed that the ticket clearly mentioned Karungalakudi as the destination. It noted inconsistencies in the operator’s defence and held that failing to facilitate alighting at the correct stop constituted deficiency in service under the Consumer Protection Act.

The commission partly allowed the complaint and directed the operator to pay ₹15,000 as compensation, inclusive of litigation costs, within 45 days. It further ordered that failure to comply would attract 9% annual interest from the date of filing of the complaint until realization.