Consumer forum asks Orange Travels to refund Rs 10,000 for cancellation of bus

HYDERABAD: The District Consumer Redressal Forum has asked Orange Tours & Travels to pay Rs. 10,000 for cancelling the bus just before boarding time and causing mental anguish to a passenger from Hyderabad.

Mohd. Abdul Yousuf (23), a resident of Falaknuma, booked a bus ticket from Orange Tours and Travels through the Abhi Bus App on August 23, 2022, which confirmed the booked tickets.

Abdul Yousuf finished his work and checked out of the hotel to head to the pickup location at 5:30 p.m. on August 23, 2022 after he received a confirmation message from both Orange Travels and Abhi Bus services.

He took a cab to the pick-up location Sangamwadi – parking lot no. 3 (Orange Travels near BRT bus stop) near Bajaj Showroom, Pune as indicated on the ticket. At 6:16 p.m., he received an SMS confirming the bus service and providing information such as bus service number 200, bus number AR02B4475, and link to bus tracking, etc.

Both Orange Travels and Abhi Bus even confirmed to Abdul that the given bus service was going from Pune to Hyderabad and would be at Hyderabad at 7:00 am. Abdul made his travel arrangements according to the schedule and informed his employer that he would report on time, but he had no idea that his bus operator would cancel the bus just before the boarding time.

Abdul alleged in his complaint that at 7:29 p.m. he received a call from Orange Tours and Travels in very rough language telling him that his bus had been cancelled and that another semi-sleeper bus (AC) had been arranged for him. He was even told that his pick up point was changed from Sangamwadi to Jehangir Hospital, which was unethical, unprofessional and utter deficiency in service by the opposite parties.

Helpless Abdul called Orange Travels for other travel options, but they hung up the call and promised a full refund. Abdul claimed he only received a partial refund and had to book another ticket, unable to report to his workplace on time.

Abdul felt humiliated when he was unable to book tickets due to failed transactions and the cancellation of the bus service. He had to ask multiple people for tickets, book a different bus, and travel to a different pickup location. This caused mental and physical torture. The complainant sought a refund and compensation for the inconvenience caused.

Orange Tours & Travels failed to appear in court despite several reminders. The court found that Orange Tours & Travels had provided a deficient service due to the abrupt cancellation and partial refund of the ticket price, while the case against Abhi Bus was dismissed.

The court ruled in favor of the Abdul ordering Orange Tours & Travels to refund Rs.55.00 with 12 percent interest until realization and pay Rs 10,000 towards compensation for mental agony, physical trauma, and litigation costs, despite no representation from the opposite party.