CHENNAI: The Chennai North District Consumer Disputes Redressal Commission has ruled against a private bus operator, directing it to pay Rs 12,000 as compensation to a passenger for a journey marked by extreme delays, unprofessional conduct, and mechanical failure.
In March 2024, complainant J Selva Gnana Prince, along with his family including a seven-month-old infant, paid Rs 2,383 to travel from Chennai to Thoothukudi with RP Tours and Travels. The journey quickly deteriorated.
At 4 am in Madurai, the bus halted for over two hours without explanation. When passengers inquired, the driver was rude and unhelpful, while staff transferred goods from another vehicle.
After finally departing, the driver stopped again within 30 minutes to pick up new passengers to Thoothukudi, allegedly for extra cash, filling empty seats. The delays forced Prince, a working professional, to take unplanned leave as he missed his work-from-home login.
The situation escalated near Aruppukottai when a loud sound and smoke filled the bus due to a completely damaged tyre. With no proper spare available, passengers were told repairs would take three hours. Left with no choice, Prince and others evacuated and paid an additional Rs 243 for a government bus to complete their journey, reaching late.
Prince highlighted the severe impact: his baby’s sleep was disrupted, and he suffered professional setback and mental agony during a critical appraisal month at work due to the missed meetings.
The Commission found RP Tours guilty of gross deficiency in service. It ordered the operator to pay a total of Rs 12,000 (Rs 10,000 as compensation inclusive of a Rs 2,686 ticket refund) for service failure and damages, plus Rs 2,000 for litigation costs. The payment must be made within 30 days of receiving the order.