On 21 Nov. I had e-booked a ticket for train journey on 17 Dec. 2011 from Kanpur to Delhi by Rajdhani Express (Train no. 12301) by First Class AC through IRCTC (Annex 1). After reaching Delhi, I had planned to fly to Bangalore the same day on Air India by AI 403, scheduled to leave Delhi at 1630 hrs (Annex 2). I had also done web Check-In before leaving Kanpur (Annex 3).
The train no. 12301 was scheduled at 04:53 from Kanpur on 17 Dec. Railways did not inform me of any possible delay in the departure time (even though my mobile number was furnished to Railways). I reached the Railway Station at Kanpur on 17 Dec at 04:30 hrs and found that the train was delayed by 3 hours. I kept waiting for several hours, only to observe that the delay in arrival time of train no. 12301 was getting bigger and bigger. Around 09:30, I found that a train heading for Delhi had arrived on Platform 1. I approached the “Current Booking Counter” at Kanpur Station and requested them to modify and update my ticket to enable me to travel by the train that had arrived, to enable me to catch flight AI 403 from Delhi at 16:30 hrs. The operators at the Counter directed me to buy superfast train ticket for current journey to Delhi in another Counter, which can be reached from outside the main entry to Railway Station. The lady at that counter told me that she cannot sell First Class tickets and reverted me back to the previous Counter.By this time, the train had already left the platform. While continuing to wait for train no. 12301, it was displayed that another Rajdhani express (train no. 12309, heading for Delhi) would arrive at 10:30 hrs. I approached the Dy Superintendent (DS), showed him my ticket for train no. 12301 & my Boarding Pass for Bangalore flight from Delhi (Annex 2), and requested him to endorse journey to Delhi by train no. 12309. He agreed and told me to wait on Platform no. 1 and board the train when it arrives. When I entered the First Class compartment of train no. 12309, the TTE did not allow me inside the train. When I informed him that the DS had permitted me, he challenged the latter’s authority and said that if the DS had the authority he should have changed the ticket and signed an instruction to the TTE. When I came back to the DS with a request for endorsement, he behaved indifferently and did not respond to my request, even after seeing my Boarding Pass for Bangalore flight leaving Delhi at 16:30. Since the stopping time of the train is only 8 minutes and since the DS was indifferent, I could not board train no. 12309 and was forced to wait for train no. 12301.
As a result of indifference of Railways, there was no way of reaching Delhi in time to catch flight AI 403. Therefore, I had to cancel my Boarding Pass and book for another flight AI 504 leaving Delhi at 20:10 hrs. The train 12301 ultimately arrived in Kanpur at about 12:00 hrs. A bottle of water was served at 12:15 hrs, but no food was offered. When I approached the Pantry Car, I found that the attendants were having lunch: I was told to wait. It seemed that attendants’ lunch was more important than that of Customers for Indian Railways. Around 1430 hrs, a small amount of open rice was served in unhygienic conditions, along with a small bowl of Dal and a bowl of Panner Matar. When I asked about the scheduled breakfast supposed to be served on the train, the response from the attendant was a broad grin. On demand for more food, an apple and a banana were unwillingly given. Around 16:00 hrs, Coffee and 2 biscuits were served. At last, the train finally arrived in Delhi at 17:15 hrs.
As a result of cancellation of booked flight AI 403 and revalidation to AI 504, I had to pay Rs. 7234/- to Air India at Delhi. Copies of Miscellaneous Charges Order, the note issued by Air India and receipt for Rs. 7234/- paid by me on my Credit Card 4356280008317582 are enclosed as Annex 4, 5, 6 and 7 respectively. Boarding pass for having flown in AI 504 is enclosed as Annex 8.
From the above, the deficiency of service by Railways is apparent. I therefore make my claim for a total penalty of Rs. 9234/- from Railways, calculated as follows:
1 Rs. 7234/- for revalidation of ticket purchased from Air India at Delhi, following cancellation of air ticket since railways staff did not allow me to board an alternate train
2 Rs. 1000/- for not supplying proper food despite collecting money for the same
3 Rs. 1000/- towards mental stress and agony caused by apathy of Dy. Superintendent and other staff of Railways at Kanpur Railway station
I request you to send by Registered Post at your cost, the sum of Rs. 9234/- by DD to me at the above address within 1 month from the date of this letter. Please note that if you do not respond within the specified time, I will be constrained to take up the matter with legal authorities.
With regards, Yours sincerely,
(G K Suryanarayana)
List of Annexes:
1 IRCTC ticket from Kanpur rto Delhi on 17.12.2011
2 Air India Ticket from Delhi to Bangalore by AI 403 on 17.12.2011
3 Web Check In Boarding Pas for AI 403 on 17.12.2011
4, 5, 6 Miscellaneous Charges Order Jacket, Ticket and Note from Air India, Delhi
7 Receipt of payment of Rs. 7234/- towards AI 504 on 17.12.2011
8 Boarding Pass for AI 504 from Delhi to Bangalore on 17.12.2011
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