Bus passenger dropped off 10 km before destination at midnight, paid Rs 1,200 for an AC bus but received a non-AC one; operator ordered to pay Rs 31,500

Sri Bankupalli Sai Surya, a resident of Chodavaram in Visakhapatnam, booked a bus ticket with New Sangitha and Krishna Travels for travel from Hyderabad to Rajahmundry. He paid Rs 1,200 through PhonePe and was promised an AC bus. No physical ticket or booking slip was given to him at any point.

When the bus arrived, it was not an AC bus. The operator initially promised to arrange an AC bus mid-journey but never did. The complainant asked for a partial refund of Rs 500 to settle the matter. The operator refused and told him to come to Hyderabad if he had a complaint.

Instead of being dropped at Rajahmundry, the passenger was made to get off at Kovvuru, which is around 9 to 10 km before the actual destination. This happened at approximately 12:30 AM. No arrangements were made for his onward travel. He had to arrange transport on his own in the middle of the night.

The complainant first contacted the National Consumer Helpline to resolve the issue without going to court. The complaint was closed without resolution as the bus operator never responded. Only then did he file a formal complaint before the District Consumer Disputes Redressal Commission No. 1 in Visakhapatnam.

Despite receiving notice from the commission, New Sangitha and Krishna Travels, a Hyderabad-based bus operator, did not appear before the forum at any hearing. The case was heard based on the complainant's documents, evidence affidavit, written arguments, and an audio or video recording of his conversation with the bus owner.

The commission found that the operator clearly provided a non-AC bus despite collecting AC fare. Dropping the passenger 10 km short of his destination at midnight, with no help arranged, was also held as a serious deficiency in service. Both acts were found to amount to unfair trade practice under consumer law.

The District Consumer Disputes Redressal Commission, Visakhapatnam ordered New Sangitha and Krishna Travels to pay Rs 500 as the fare difference between AC and non-AC travel, Rs 30,000 as compensation for harassment, and Rs 1,000 as litigation cost. Total amount: Rs 31,500. The operator was given 30 days to comply. If not paid in time, the full amount would carry 9% interest per annum from the date of the journey, that is 6 March 2026.