Blow hot, blow cold: consumer forum asks Railways to compensate man for ineffective heating on train

Noting that the authorities were under an “obligation to provide a comfortable journey for which they had received consideration”, the consumer forum ruled that ineffective heating was a “deficiency in service” on their part.

The complaint states that in January this year, Agarwal (71) was travelling along with his wife from Hyderabad to New Delhi in an a/c coach in the Andhra Pradesh Express. The heating in the coach was ineffective and the low temperature in the compartment made the journey uncomfortable for most passengers, he said. “All the passengers were shivering,” Agarwal stated in his complaint.

The authorities, however, contended that due to low occupancy, the coach was marginally cooler. They argued that the comfort range of the air-conditioning system varied from person to person and on that day, the temperature of the coach was “within the comfort range”.

“There were other passengers in the coach and we maintained the temperature to suit everyone travelling therein,” they contended.

The forum, however, ruled that the complainant “suffered physical discomfort during the long journey due to deficiency on part of the Railways, which did not provide services undertaken to be provided”.

It observed that Agarwal deserved to be compensated for the inconvenience suffered during his journey as well as for the “mental agony and stress” suffered during the proceedings.