1 week ago
Bus Delay Leads to Missed Flight, ₹73,000 Compensation Ordered
A passenger took a bus from Adoni to Bengaluru so he could catch a flight to Delhi.
The bus was supposed to arrive around 5 am, but it took a different route and arrived around 11:30 am.
Because of this, the passenger missed his 10:50 am flight.
He bought another flight and paid for a place to stay.
He was travelling to attend an important M.Phil.
course.
The bus company said delays and route changes could happen because of road and other conditions.
The consumer commission said the company had not properly explained the major delay or informed the passenger in time.
It ordered the company to pay the passenger ₹73,000.
A Greenline Travels bus reached Devanahalli around 11:30 am instead of its scheduled 5 am arrival.
The passenger missed his 10:50 am IndiGo flight from Bengaluru to Delhi.
He was travelling to report for an M.Phil. course in Clinical Psychology on October 27, 2025.
The consumer commission found the unexplained route change and delay amounted to deficiency in service.
Greenline Travels was ordered to pay ₹73,000, including compensation for inconvenience and complaint costs.
- Who
- A passenger travelling to an M.Phil. course, and Greenline Travels.
- What
- A consumer commission ordered Greenline Travels to pay ₹73,000 after a bus delay caused the passenger to miss a flight.
- Where
- The passenger travelled from Adoni toward Bengaluru and missed a flight to Delhi.
- When
- The bus journey began on October 25, 2025; the flight was scheduled for October 26, and the course reporting date was October 27.
- Why
- The commission found that an unexplained route change and several-hour delay breached the expected transport service.
Passenger's Position
Greenline Travels' Position
Responsibility for the delay
Passenger's Position
The passenger said the bus's route change and substantial delay caused him to miss his pre-booked flight and amounted to negligence and deficiency in service.
Greenline Travels' Position
Greenline Travels denied the allegations and cited ticket terms allowing route and timing changes because of traffic, road conditions, diversions, weather, breakdowns, or other circumstances beyond its control.
Effect of the published schedule
Passenger's Position
The passenger argued that he reasonably relied on the published bus schedule and the expected arrival time when booking his flight.
Greenline Travels' Position
The company argued that the driver's assurance about the arrival time was not binding and that operational circumstances could affect the journey.
Compensation
Passenger's Position
The passenger sought reimbursement for the unused IndiGo ticket, replacement flight, accommodation, and other losses.
Greenline Travels' Position
The commission rejected the claim for the unused IndiGo ticket but awarded ₹13,000 for replacement travel and accommodation, ₹50,000 for mental agony and inconvenience, and ₹10,000 for complaint costs.
Key facts
- Bus operator
- Greenline Travels
- Scheduled bus arrival
- Around 5 am at Bengaluru
- Actual arrival
- Around 11:30 am at Devanahalli Toll Cross
- Missed flight
- IndiGo flight from Bengaluru to Delhi at 10:50 am
- Replacement travel
- Air India flight at 7:30 pm; ₹13,000 awarded for replacement flight and accommodation
- Total compensation
- ₹73,000
- Payment deadline
- Within 45 days of receiving the order; default would attract 12% annual interest
Quotes
President Karanam Kishore Kumar
Chair of the consumer commission hearing the case
“While minor and unavoidable delays may be inherent in road transport, an unexplained delay of several hours, resulting in the passenger missing a pre‑booked flight, amounts to failure to render the service with reasonable care and diligence.”
businesstoday.in
