Details of the Incident:
I booked a self-drive car through Onroadz at 10:13 AM (paid a booking amount of Rs.1000), and the customer support assured me the vehicle would be delivered at the airport by 11:30 AM.(Also upon request on WhatsApp chat they agreed for delivery at 11 am). However, the service was neither delivered on time nor handled professionally:
No driver or vehicle details were shared inspite of calling several times and messaging, until 12:00 PM, nearly 30 minutes past the scheduled time.
When I contacted the delivery agent(at 12 pm), he informed me that he had just been assigned the task a minute ago, clearly indicating internal mismanagement.He also didn’t give me driver details
At 12:30 PM, I was provided with the driver’s contact number, but the car had still not arrived even by 1:00 PM.
After waiting for nearly 2 hours beyond the scheduled delivery time, I was left with no choice but to cancel the booking and request a refund, but customer support bluntly refused, citing internal policy—even though the fault was entirely theirs.
Immediately after this, the driver called and claimed he had reached the back side of the airport, which I found doubtful. Upon further questioning, he admitted that he had been assigned the vehicle for delivery only about 20 minutes earlier.
This caused serious disruption to our travel plans, left my family and young children stranded, and forced me to make emergency alternative arrangements.