The Kangra District Consumer Disputes Redressal Commission delivered a landmark verdict, directing RedBus Limited and Bharmani Travels to compensate a passenger with ₹10,000. The dispute arose when Jayant Patial booked a late‑night bus from Palampur to Delhi on 5 October 2023, only to have the service cancelled a mere 17 minutes before the scheduled 10:15 pm departure.

Event Chronology

Patial paid ₹600 for a ticket that promised a 10:15 pm departure and an 8:00 am arrival in Delhi. Arriving at the boarding point 20‑30 minutes early, he called the operator for confirmation and was told no vehicle was scheduled for that time. At 9:58 pm an automated cancellation notice arrived, leaving him stranded with no alternative public transport. He drove 40 km to the nearest airport around midnight and booked an expensive emergency flight to Delhi.

Commission’s Findings

The commission observed that RedBus failed to verify the reliability of the service it listed, while Bharmani Travels failed to operate the scheduled bus. Once an online platform accepts payment, charges service fees, and confirms a booking, it cannot hide behind the “intermediary” label under the Consumer Protection Act.

Company’s Defense and Judicial Order

RedBus argued that it merely provides a technology platform and has no operational control over bus schedules. It promptly refunded ₹585 to Patial’s bank account and credited ₹60 to his RedBus wallet, also offering twice the ticket fare from its own pocket—a offer Patial declined, demanding higher compensation. Bharmani Travels did not appear before the commission and was proceeded against ex parte.

Penalty and Implications

The bench ordered both parties jointly and severally liable, awarding ₹5,000 for mental agony and another ₹5,000 for litigation costs, totalling ₹10,000 payable within 30 days, with a 9 % per annum interest thereafter. This ruling sets a new precedent for accountability of online travel aggregators, compelling them to conduct rigorous due‑diligence before confirming services.