Abrupt Cancellation Of Bus Service, Hyderabad District Commission Orders Orange Tours And Travel To Refund Ticket Amount And Pay 10k Compensation

Brief Facts of the Case:

Mohd. Abdul Yousuf (“Complainant”), a resident of Falaknuma, Hyderabad, had booked a bus ticket through the Abhi Bus App with Orange Tours & Travels. The booking was confirmed, and both parties, Orange Tours & Travels and Abhi Bus, sent notifications about the bus service, including details such as bus number, service number, and estimated arrival time. Having received these confirmations, the complainant proceeded to the designated pick-up location in Pune as indicated on the ticket.

Despite receiving confirmations and assuring messages from both Orange Tours & Travels and Abhi Bus, the booked bus service was unexpectedly cancelled by Orange Tours & Travels just before the scheduled boarding time. This abrupt cancellation caused significant distress to the complainant, who was then informed that an alternative semi-sleeper bus (AC) was arranged for him, with a change in the pick-up location to Jehangir Hospital. This sudden change and the unprofessional manner in which it was communicated caused mental anguish and inconvenience to the complainant. The complainant also faced problems in attempting to book an alternative ticket, failed transactions, and the need to ask multiple individuals for help. Aggrieved, the complainant filed a consumer complaint in the Hyderabad District Consumer Disputes Redressal Commission – II (“District Commission”).

Orange Tours & Travels remained absent throughout the legal proceedings, failing to provide any representation or counterarguments.

Observations by the Commission:

Considering the available evidence, including confirmatory messages, notifications, and records of communication, the District Commission found merit in the complainant's assertions regarding the cancellation of the bus service and the subsequent challenges he faced.

Based on the above considerations, the District Commission ruled that Orange Tours & Travels provided a deficient service by abruptly cancelling the booked bus service, causing mental distress to the complainant. The Commission, in light of the lack of representation from Orange Tours & Travels, deemed it appropriate to award compensation to the complainant.

The District Consumer ordered Orange Tours & Travels to refund Rs. 55.00 to the complainant with 12 percent interest until realization. Additionally, the company was directed to pay Rs. 10,000 as compensation for the mental agony, physical trauma, and litigation costs endured by the complainant due to the cancellation and subsequent challenges.

Case: Mohd. Abdul Yousuf vs Orange Tours & Travels

Case Number: CC/673/2022

Advocate for the Complainant: Ismail Zabiullah

Advocate for the Respondent: N.A.

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