A consumer court has ordered Pakistan Railways to pay Rs50,000 to a passenger after a delayed Khyber Mail journey from Ghotki to Karachi.
Lawyer Ayaz Ali Chachar filed the claim under the Sindh Consumer Protection Act 2014. He sought Rs500,000 in damages for negligence, deficient service and mental agony. He also asked for a refund of his ticket price with mark-up.
Read More: India’s Railway Theft Case. The Most Stolen Item Will Surprise You
Four-and-a-Half-Hour Delay Disrupts Commitments
Chachar told the court that he booked the Khyber Mail in January 2025 for travel from Ghotki to Karachi. The train reached Karachi more than four and a half hours late. He said the delay disrupted professional commitments planned around the expected arrival time.
Pakistan Railways did not file its response within the stipulated period. Judicial Magistrate South Abdul Ahad Memon therefore proceeded ex parte and considered the passenger’s evidence.
The court found that the unexplained delay caused more than ordinary inconvenience. It said Chachar suffered “inconvenience, harassment and mental distress” during the overnight journey.
The judge said passengers who plan work or personal commitments around an arrival time can reasonably expect the service provider to follow its schedule.
Court Finds Deficiency in Railway Service
The judge said the hardship from a long delay extends beyond lost time. It can include disrupted sleep, anxiety over missed commitments and frustration when passengers receive no information or remedy.
Read More: Meet the Volunteers Keeping a 100-Year-Old Swiss Railway Alive
The court concluded that Pakistan Railways had provided deficient service. It noted that the railway neither completed the journey within the scheduled time nor offered any explanation on record.
The court awarded Rs50,000 as general damages. However, it rejected Chachar’s request for a refund of the ticket amount and mark-up.
The judge also advised Pakistan Railways to “improve their service in all aspects to ensure smooth, timely and quality services”.
Consumer Law Gives Passengers a Legal Remedy
The Sindh Consumer Protection Act aims to protect consumer rights and provide speedy redress for complaints. Its definition of a consumer includes a person who hires a service for payment. The law also recognises damage arising from deficiency in a service.
Sindh’s judiciary says consumer protection courts operate at district level to protect consumer interests and resolve complaints.
Read More: Pakistan Opens Historic British-Era Minister’s Railway Saloon to the Public
The ruling treats an unexplained train delay as more than a routine inconvenience. The court linked the delay to foreseeable mental distress and disruption of a passenger’s plans.
The decision does not mean every delayed passenger will automatically receive compensation. Claims still depend on the facts, evidence and applicable law. In Chachar’s case, the court found the prolonged and unexplained delay sufficient to justify general damages.abb
