New Delhi: The Delhi Consumer Disputes Redressal Commission has ruled against Indian Railways for deficiency in service after an RAC (Reservation Against Cancellation) passenger was forced to share a single blanket and pillow with an unfamiliar co-passenger during a night journey.

The consumer forum ordered the national carrier to pay ₹25,000 in total, comprising ₹20,000 for mental distress and physical hardship, alongside ₹5,000 towards legal expenses.

Single bedroll for two RAC passengers sparks dispute

The matter dates back to October 25, 2022, when the passenger booked an RAC ticket for travel from Prayagraj to Delhi scheduled for October 28, 2022. Because of the RAC status, he had to share a single berth with another male passenger.

However, upon boarding, the coach attendant supplied only one set of linen, comprising a single blanket, one pillow and two bedsheets, for both travellers to share throughout the journey. No hand towels were provided.

When the commuter requested a dedicated set of bedding, the attendant turned him down, asserting that railway rules dictated only one blanket, one pillow, and two bedsheets per berth, regardless of the number of RAC occupants.

Despite raising an escalation on X and sharing his PNR details as requested by Railway Services, the attendant merely handed over a towel without offering additional bedding. Requests for a physical complaint book from the Travelling Ticket Examiner (TTE) were also denied.

Although the passenger subsequently filed a formal written complaint at the New Delhi Railway Station on October 29, 2022, and lodged an RTI query seeking clarification, he received no concrete resolution, prompting him to approach the consumer court claiming ₹20 lakh in damages.

Forum highlights Railway circular guidelines

Hearing the petition, a bench comprising Commission President Monika Aggarwal Srivastava and members Rajender Dhar and Ritu Garodia cited a Railway Board circular dated September 23, 2009. The guidelines explicitly mandate that RAC passengers in AC classes (excluding AC Chair Cars) are entitled to individual blankets and bedsheets, as bedroll charges are factored into their ticket fare.

What the norms say
Under official Railway Board norms, RAC ticket holders paying AC fares are entitled to complete individual bedroll amenities. Failure to provide them constitutes a legal deficiency in service.

During proceedings, Northern Railways contested the forum's territorial jurisdiction, arguing that the origin of the dispute lay under North Central Railway (Prayagraj division). It also claimed that an extra blanket was supplied upon request and revealed that an internal fine of ₹1,000 had been imposed on the onboard linen service contractor.

Rejecting Northern Railways' jurisdiction plea, the commission noted that the complainant resided within its territorial limits and pointed out that the Railways had failed to submit proof showing a separate bedroll was delivered to the passenger.The forum concluded that issuing a single blanket to two unrelated commuters directly violated the 2009 directive. It directed Indian Railways to pay the ₹25,000 award within 60 days of the July 10 order, failing which a 7% annual interest rate will apply until the amount is realised.