- Hotel Checkin denied and no support from Aggregator ^Open

Malay Kumar Pati filed this complaint against Ixigo on Feb 15, 2026

Booking ID: IH*****************
NCH Docket No.: *******

*. Booking Details

I made a confirmed hotel booking through Ixigo under Booking ID IH*****************.

The booking was on a “Pay at Hotel” basis.

The total payable amount for the original booking at Hotel Nandan was ₹*,***.**.

*. Pre-Arrival Communication

As I was scheduled to arrive late in the evening, I proactively sent an email to the hotel owner informing them about my late check-in and requesting dinner arrangements.

Instead of confirming, the hotel owner contacted me telephonically and denied check-in, stating that no rooms were available despite my confirmed booking.

Neither the hotel nor Ixigo informed me in advance that the booking would not be honored.

At the time of denial, I was already traveling toward the destination.

*. Contact with Ixigo Support

Immediately after the denial of check-in, I contacted Ixigo customer support via chat and telephone.

I was informed that the matter was under investigation and was assured that I would receive a callback within one hour.

Upon further escalation, I was told that I would receive a callback within ** minutes.

I did not receive any callback or timely resolution as assured.

No alternate accommodation was arranged or facilitated by Ixigo at the time of crisis.

*. Circumstances at the Location

I was left stranded late at night in an unfamiliar location during peak holiday season.

My female partner was accompanying me.

Due to lack of assistance from Ixigo, I was compelled to independently arrange alternate accommodation under distressing circumstances.

*. Alternate Booking and Financial Impact

I arranged an alternate stay at Hotel Pabitra Jamuna.

I paid ₹*,*** offline for the alternate accommodation.

This exceeded the original booking amount by approximately ₹***.

In addition to financial loss, I suffered inconvenience, disruption of itinerary, anxiety, and mental distress due to the sudden denial of confirmed accommodation and lack of platform support.

*. Initial Compensation Offers

Ixigo initially offered ₹*** as a gift voucher.

Subsequently, ₹*** Ixigo Cash was offered.

Later, ₹*,*** Ixigo Money Max (withdrawable) was offered.

These offers were declined by me as inadequate.

Ixigo cited that since the booking was not prepaid, their liability was limited.

I contend that a confirmed booking constitutes a binding service obligation irrespective of prepayment status.

*. Complaint to National Consumer Helpline

Due to unsatisfactory resolution, I lodged a complaint with the National Consumer Helpline (NCH).

The complaint was registered under Docket No. *******.

Following escalation through NCH, Ixigo revised its offer and proposed ₹*,*** in Ixigo Money Max as the “maximum assistance” in this matter.

The offered amount is redeemable for bookings or transferable to bank via UPI/IMPS with no expiry.

I consider this compensation insufficient considering the deficiency of service, failure of support, safety concerns, mental distress, and disruption caused.

*. Grounds of Grievance

Denial of check-in despite confirmed booking.

Failure of the platform to ensure fulfillment of booking obligations.

Failure to provide timely escalation and assured callbacks.

Failure to arrange alternate accommodation at the time of crisis.

Attempt to limit responsibility on the ground that the booking was “Pay at Hotel.”

The above actions collectively amount to deficiency in service and negligence.

*. Relief Sought

I seek appropriate legal remedy including:

Compensation for financial loss

Compensation for mental harassment and distress

Compensation for deficiency in service

Litigation costs and any other relief deemed fit by the appropriate forum

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