Consumer Court Orders Go Tour Travels To Pay Rs 14,725 After Passenger Misses Hyderabad Journey

A passenger who booked a bus journey from Ballari to Hyderabad was unable to travel after the operator allegedly failed to pick him up from the designated stop and the bus subsequently broke down. The District Consumer Disputes Redressal Commission, Ballari, has held the operator deficient in service.

What Happened in the Case

N. Anudeep booked a bus ticket from RedBus on March 21, 2026, to travel from Ballari to Hyderabad in a bus operated by Go Tour Travels. He paid Rs 1,725 for the journey, which was scheduled for 11 pm with the pickup point near Durgamma Temple in Ballari.

According to the complaint, Anudeep reached the designated pickup point on time with his parents, but no staff from the operator was present. His calls to the driver and conductor went unanswered. After enquiring at the operator's office near BUDA Complex, he was asked to wait at the pickup point.

The bus arrived late but allegedly skipped the designated stop and went directly to the operator's office. Anudeep followed the bus and tried to board it but was not allowed to do so. He further alleged that the bus stopped three to four times due to mechanical problems before breaking down at Mothi Circle. The staff then informed passengers that the bus could not continue its journey.

When Anudeep sought a refund, the driver and conductor allegedly abused him and his parents. He also said he missed an urgent office meeting in Hyderabad because of the incident. Anudeep sent a legal notice to Go Tour Travels by registered post with acknowledgement due on April 10, 2026. The notice was served on the operator, but it did not respond.

What The Commission Observed

Go Tour Travels did not appear before the Commission despite receiving notice. The matter was therefore proceeded with ex parte. The Commission considered Anudeep's affidavit and four documents submitted as evidence: the bus ticket, Aadhaar card, legal notice and acknowledgement of its delivery.

The commission referred to a 2018 National Consumer Disputes Redressal Commission (NCDRC) decision in Kotak Mahindra Old Mutual Life Insurance Ltd. vs Dr Nisha Gupta. It observed that consumers are entitled to a refund when the promised service is not provided.

The Commission stated: “When proper services are not given, it is the duty of the travel agency to refund the amount of tickets booked by the consumers.”

It also observed that the operator had failed to inform the passenger about the cancellation or arrange an alternative travel facility. The commission noted that the incident had caused mental distress and prevented Anudeep from attending his office meeting in Hyderabad.

The order stated: “The OP, without prior intimation to the complainant and all of a sudden cancelled the bus due to technical problem and without alternative facility for travelling the complainant and his family members may suffer mentally and also complainant failed to attend his office meeting held at Hyderabad for which the complainant is entitled compensation for mental agony.”

What The Commission Ordered

The Commission partly allowed the complaint and directed Go Tour Travels to refund the ticket fare of Rs 1,725. It also ordered the operator to pay Rs 5,000 as compensation for deficiency in service, Rs 5,000 for mental agony and Rs 3,000 towards litigation costs. The total amount payable to Anudeep comes to Rs 14,725.

The commission directed the operator to make the payment within 45 days of the order, dated October 13, 2026. If it fails to comply, the amount will carry interest at 6 per cent per annum from the date of the order until realisation. The commission further stated that Anudeep could initiate proceedings under Section 72 of the Consumer Protection Act, 2019, in case of non-compliance with the order.