Onroadz car Rental - Stranded at Airport Due to Onroadz Car Rental s Mismanagement Request for Redressal

I am writing to file a formal complaint against Onroadz Car Rental regarding a failed self-drive car booking made on **th April **** for delivery at Kempegowda International Airport, Bengaluru.

Details of the Incident:
I booked a self-drive car through Onroadz at **:** AM (paid a booking amount of Rs.****), and the customer support assured me the vehicle would be delivered at the airport by **:** AM.(Also upon request on WhatsApp chat they agreed for delivery at ** 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 **:** PM, nearly ** minutes past the scheduled time.
- When I contacted the delivery agent(at ** 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 **:** PM, I was provided with the driver’s contact number, but the car had still not arrived even by *:** PM.
- After waiting for nearly * 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 ** 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.


Financial and Emotional Damages:
- I had to book an emergency airport cab for Rs.**,***.
- We canceled planned activities and booked a new hotel at inflated last-minute rates, incurring an estimated Rs.*,*** in additional expenses.
- There were further losses due to unrecoverable travel plan changes estimated at Rs.*,***.
- The situation caused severe stress and mental distress, particularly to my family and children, who had to wait helplessly without any proper response from Onroadz.

Relief Sought:
In view of the above, I request the Hon’ble Forum to:
*. Direct Onroadz Car Rental to refund the full booking amount.
*. Award a total compensation of Rs.**,*** for:
- Direct monetary loss of Rs.**,***
- Emotional stress and inconvenience: Rs.**,***
*. Take appropriate action to ensure such negligence is not repeated.