GSRTC asked to refund after couple denied reserved seats

Ketan and Anitaben Shah, residents of Nava Wadaj, Ahmedabad, moved the consumer court after they were not allowed to take their reserved seats in a Gujarat State Road Transport Corporation (GSRTC) bus they were taking for a pilgrimage at Palitana. In May 2012, the Shahs booked their ticket from Ahmedabad to Palitana and paid Rs 236 for ticket and reservation charges in a bus run by GSRTC. However, they were not allowed to travel on the reserved seats by the bus driver and conductor. They were compelled to hire a private vehicle.

Upon return from Palitana, the couple made several requests to GSRTC to take necessary action against the driver and conductor. They also demanded refund of ticket amount. But the authorities did not take any action. Finally the couple moved the Consumer Disputes Redressal Forum, Ahmedabad (rural). During the hearing GSRTC defended its employees, but the consumer court came to the conclusion that there was deficiency in service. It ordered GSRTC to refund Rs 3,486 towards the ticket charges along with the fare paid for hiring a private vehicle. This amount was asked to be refunded with nine per cent interest. The consumer court also ordered GSRTC to conduct a departmental inquiry against the driver and conductor on allegations of not behaving properly with the passengers.

Accordingly, GSRTC instituted an inquiry against the employees and found them at fault and also awarded due punishment to them. However, the corporation was not happy with the consumer forum’s decision and challenged it before the Gujarat State Consumer Disputes Redressal Commission. The Commission heard the case and turned down GSRTC’s appeal.