North-East Delhi District Commission Holds Vikas Travels Liable For Failure To Stop Bus At Designated Stop

Brief Facts:

The Complainant boarded a bus, operated by Vikas Travels (“Travel Agency”), departing from Jaipur to Delhi. The Complainant was assured by the Travel Agency that the bus would drop him at ISBT Kashmiri Gate. However, around 8:00 pm at Dhaula Kuan, Delhi, near Subroto Park, the bus driver and the conductor instructed passengers to disembark, claiming it was the final stop.

When the Complainant confronted them about the prior assurance, they responded with misconduct, stating that the bus would return to Jaipur from there. Subsequently, the Complainant contacted the Police Control Room (PCR), leading to the arrival of officials from the Police Station Cantonment. The following day, on December 30, 2022, the Complainant formally lodged a written complaint with the SHO Police Station Cantonment. After getting off the bus, the Complainant had to hire a rickshaw to reach their residence in Brahmpuri, Delhi, incurring expenses amounting to Rs. 290/-. On February 1, 2023, the Complainant sent a demand/complaint letter via speed post, requesting the bus owner and other affiliates to compensate Rs. 50,000/- within one week for the distress caused. He received a false and frivolous reply.

Feeling aggrieved, the Complainant filed a consumer complaint in the District Consumer Disputes Redressal Commission, North-East Delhi (“District Commission”). Neither the Travel Agency nor the bus officials appeared before the District Commission.

Observations of the Commission:

The District Commission observed that the contentions of the Complainant were substantiated by the attached evidence, affidavit and other documents filed by the Complainant. Further, since the Travel Agency and the bus officials failed to file a written statement, the Complainant's contentions remained unchallenged.

Given the failure to stop the bus at the designated stop despite making promises of the same, the District Commission held the Travel Agency and the bus owner liable for deficiency in service. They were directed to pay Rs. 10,000/- to the Complainant with 9% interest. Further, they were directed to pay Rs. 5,000/- for the costs of litigation.

Case Title: Sh. Rajender Singh Raja vs Vikas Travels and Others

Case No.: CC No. 130/23

Date of Order: 10th May 2024