Consumer panel directs penalties after prolonged delays and deficient services
The District Consumer Disputes Redressal Commission, Chandigarh, has held two local tour operators — Vijay Tour and Travel and Gajraj Tour and Travel of Kajheri, Chandigarh — liable for failing to provide services as promised during a Mahakumbh 2025 trip and directed them to pay compensation to the complainant.
The commission ordered the operators to jointly pay ₹10,000 as compensation for what it described as inconvenience, mental agony and harassment, along with ₹2,000 to cover extra auto fare incurred when the return-journey boarding point was changed without proper intimation. The award also included litigation expenses.
inconvenience, mental agony and harassment
The complaint was filed by Amit Sharma, a Chandigarh resident, who booked travel for himself and a friend from Chandigarh to Prayagraj for the Mahakumbh through the two operators. According to the petition, the outbound bus was scheduled to depart Chandigarh on February 7, 2025, at 3 pm and reach Prayagraj by 7 am the next day — a planned journey time of about 15 hours.
Sharma alleged multiple service failures: the bus departed roughly an hour late, encountered extended delays en route, and finally arrived in Prayagraj around 10 pm on February 9 — nearly 30 hours beyond the promised arrival time. He said the operators had given assurances that they would choose routes to avoid Mahakumbh traffic, but the trip suffered prolonged stoppages, inadequate rest and toilet facilities, and the absence of several promised amenities such as water bottles, Wi‑Fi and sufficient charging points.
- Outbound delay: scheduled arrival 7 am (Feb 8) — actual arrival about 10 pm (Feb 9), nearly 30 hours late.
- Facilities allegedly not provided: promised water bottles, Wi‑Fi and adequate charging points; only one charging point available.
- On reaching Prayagraj, passengers were reportedly made to deboard about 15 km short of the scheduled destination.
- Return journey: pickup point shifted to Kokhraj Thana (about 45 km from promised Nehru Park), for which the complainant paid additional auto fare of ₹2,000.
The complainant also said the return trip left later than scheduled — the bus was due to depart at 7 pm and arrive at Chandigarh by 10 am on February 10 but left at 9.15 pm and reached at around 2 pm, disrupting his official commitments. Sharma described the bus as being in poor condition and alleged that defective air‑conditioning ducting had been temporarily fixed.
Order and practical implications for passengers
The consumer commission quantified the harm by awarding a total of ₹12,000 plus legal costs to the complainant. A simple breakdown of the principal amounts follows:
| Item | Amount |
|---|---|
| Compensation for inconvenience and harassment | ₹10,000 |
| Reimbursement of additional auto fare | ₹2,000 |
The order highlights common grievances faced by pilgrims and long‑distance travellers during large religious congregations: route congestion, operator cutbacks in promised amenities, ad hoc changes in boarding or drop locations and substandard vehicle maintenance. For Chandigarh residents who rely on packaged bus services for pilgrimages or seasonal travel, the commission’s decision serves as a reminder that consumer forums can provide redress where contractual promises are not met.
Local travel agencies and tour operators in Chandigarh typically see heightened demand during events such as the Mahakumbh. The commission’s finding may prompt operators to improve contract clarity, ensure reliable communications about route and pickup changes, and adhere to advertised amenities to avoid similar complaints and penalties.
Complainants seeking relief from similar grievances can approach the District Consumer Disputes Redressal Commission with documentary evidence — tickets, booking confirmations, photographs and receipts — to substantiate claims for delays, extra expenses and deficiency in service. The order in this case underlines the commission’s willingness to hold city‑based operators accountable for lapses that cause tangible loss and inconvenience to passengers.
