Consumer Court orders IRCTC to pay compensation in executive lounge service complaint [Read Order]

Himachal: The District Consumer Disputes Redressal Commission (DCDRC) in Dharamshala, Himachal Pradesh, has delivered a significant judgment against the Indian Railway Catering and Tourism Corporation Limited (IRCTC) and its licensed contractor for providing poor service at an Executive Lounge in New Delhi Railway Station.

A coram of DCDRC President Hemanshu Mishra, along with members Narayan Thakur and Arti Sood, addressed the case filed by Tarun Chaurasia, who complained about inadequate facilities at the IRCTC Executive Lounge on Platform No. 16.

The court noted: “The complainant encountered significant deficiencies in the Executive Lounge services, including extremely poor restroom conditions, non-functional television and information displays, and the complete absence of reading materials.”

Upon examining the digital evidence submitted, the commission found substantial proof of service deficiencies. The contractor had failed to maintain the lounge in accordance with the contract’s stipulated standards of cleanliness and amenities.

The court further observed: “The public amenities in the Executive Lounge depict the image of the nation and its establishments, and facilities must never fall below minimum standards.”

In conclusion, the court determined that the complainant suffered mental agony and harassment due to IRCTC’s and the contractor’s failure to maintain the lounge. It issued the following directions:
• Opposite Party No. 2 (contractor) to pay ₹10,000 as compensation
• Opposite Party No. 1 (IRCTC) to pay ₹5,000 as compensation
• Joint litigation costs of ₹7,500
• Repair of washroom facilities within 30 days
• Deposit of ₹20,000 in the District Consumer Legal Aid Fund

Advocate Aashima Kalra appeared for the complainant, while Advocate Vipan Kumar represented IRCTC.

Case Title: Tarun Chaurasia v. Indian Railway Catering and Tourism Corporation Ltd and Another

[Read Order]