The District Consumer Disputes Redressal Commission in Kangra, Himachal Pradesh, has upheld consumer rights by holding the Indian Railway Catering and Tourism Corporation Ltd (IRCTC) and its contractor, RK Associates & Hoteliers Pvt. Ltd., accountable for substandard service at the Executive Lounge on Platform 16 of New Delhi railway station.
The ruling comes as a significant step towards enforcing quality standards in public facilities and protecting consumer interests.
Chartered Accountant Tarun Chaurasia filed a complaint after experiencing unsatisfactory service during his visit to the Executive Lounge in January 2024, for which he paid Rs 224. Chaurasia reported deplorable restroom conditions, non-functional TVs and train information displays and the absence of promised amenities like reading materials — services advertised as “world-class” and comparable to airport lounges.
The commission highlighted the importance of upholding high service standards, particularly in public amenities frequented by domestic and international passengers. The court underscored that such facilities reflect the quality of services provided by Indian Railways and the reputation of the nation itself.
The District Consumer Commission issued the following directives:
Compensation: RK Associates is to pay Rs 10,000 and IRCTC Rs 5,000 to the complainant, along with Rs 7,500 as litigation costs.
Repairs: Both parties are mandated to repair the Executive Lounge facilities within 30 days, submitting a compliance affidavit with photographs and passenger reviews within 45 days.
Penalty: RK Associates must deposit Rs 20,000 into the District Consumer Legal Aid Fund.
Chaurasia expressed satisfaction with the decision, noting, “The case sets a precedent for ensuring accountability in public services. Consumers deserve the facilities promised to them, especially when additional charges are levied for premium services.” His comments reflect the broader significance of the ruling, which underscores the necessity for service providers to deliver on advertised promises.
Advocate Aashima Kalra, representing Chaurasia, called the judgment “a significant step forward in strengthening consumer rights”. “This ruling emphasises that service providers cannot evade accountability for failing to deliver on their promises. The court’s directive to not only compensate the complainant but also to ensure immediate corrective measures underscores the importance of maintaining public trust and service quality,” she said.
Kangra consumer court holds IRCTC, contractor accountable for substandard service at Executive Lounge
