The Consumer Commission in Sonipat District has ordered the Railway Board to reimburse a passenger Rs 7,350 after it failed to refund the fare for a return ticket when the train service to Katra was cancelled. Additionally, the commission awarded the passenger Rs 5,000 in compensation and Rs 11,000 to cover litigation expenses, citing a deficiency in service.
A panel led by President Vijay Singh, with members Shyam Lal and Deepa Jain, reviewed the case of a man who had booked a ticket for Katra. In the last week of August 2025, landslides in the area affected the ‘Vaishno Devi Yatra,’ leading the “Vaishno Devi Trust” to cancel the pilgrimage and suspend all train and bus services to Katra during that time.
The commission stated, “The evidence presented by the complainant clearly demonstrates that the opposing party exhibited a lack of service and engaged in unfair trade practices by not refunding the full amount.” It further noted that the complainant argued that, with both train services to and from Katra being cancelled, reaching the destination was impossible.
As a result, the complainant sought the cancellation of both tickets. However, the railway authorities selectively retained the fare for one leg of the journey without justification. The commission observed that the complainant had made multiple requests for a refund, but the railway had failed to respond appropriately.
The complainant had purchased two tickets for travel from New Delhi to Katra for August 31, 2025, with a return ticket for September 1, 2025. Because of the landslides affecting the ‘Vaishno Devi Yatra,’ the pilgrimage was cancelled, and all transportation to Katra was halted.
The complainant indicated that the railway had also suspended its services to Katra, which led to the cancellation of his travel plans. He requested a refund of Rs 14,700. While the railway refunded Rs 7,350 for one leg of the trip, the return ticket fare was not reimbursed. The Railway Board did not appear before the commission even after being notified, leading to proceedings in their absence.
The commission acknowledged that the complainant had indeed booked return tickets from New Delhi to Katra and that train services were halted due to the landslides. Although the complainant sought a total refund of Rs 14,700, the railway only returned Rs 7,350 while withholding the return fare on the basis that he had neither boarded the train nor cancelled the ticket.
This rationale was dismissed by the commission, which argued that since the complainant never reached Katra, the railway’s assertion that he could have taken the return train or cancelled the ticket was unconvincing. The commission referred to the railway’s own communications indicating that the return service was initially cancelled for operational reasons and reinstated only six hours prior to departure, making it impractical for the complainant to arrive in time.
This decision emphasizes that passengers should not forfeit ticket costs when travel is rendered impossible due to unforeseen events like natural disasters and the resulting cancellations. It also highlights the necessity of evaluating refund requests based on the actual circumstances rather than merely adhering to policies regarding non-boarding or ticket cancellation.
Individuals encountering similar issues are encouraged to reach out to the consumer helpline in their states (Haryana helpline: 1800-180-2087) or contact the National Consumer Helpline at 1915 for support.
Jagriti Rai is associated with The Indian Express (Digital), where she reports at the crucial intersection of law, gender, and society. On a dedicated legal desk, she translates complex legal frameworks into accessible narratives, examining how changes in the judiciary and legislation empower and shape the consciousness of citizens in everyday life.
Expertise
Socio-Legal Specialization: Jagriti offers a critical, human-centric viewpoint on contemporary social issues, focusing on how legal advancements affect gender rights, marginalized groups, and personal freedoms.
Diverse Editorial Background: With over four years of experience in both digital and traditional media, she has cultivated a versatile reporting style. Her previous roles at high-traffic outlets such as The Lallantop and Dainik Bhaskar have given her profound insights into the diverse informational needs of the Indian populace.
Academic Foundations:
Jagriti holds a Post-Graduate degree in Journalism from the Indian Institute of Mass Communication (IIMC), one of India’s leading media training institutions. She also has a Master of Arts in Ancient History from Banaras Hindu University (BHU), which provides her with the necessary historical and cultural context to analyze enduring social structures and the evolution of legal frameworks.
