The Indian oil gas booking system, specifically Indane’s LPG refill service, has experienced a significant crash across the country. This disruption is attributed to a dramatic surge in customer calls, which have increased to 8-10 times the usual levels.

The crisis began when LPG gas booking volumes skyrocketed to 10 times the daily average due to recent government policy changes. As a result, the government has increased the minimum waiting period for booking a domestic LPG cylinder refill from 21 days to 25 days.

Supply and Demand Imbalance

Currently, the supply of domestic cylinders has been reduced by 50%, while demand has simultaneously increased by 50%. This imbalance has led to longer wait times for customers attempting to secure their LPG cylinder bookings.

In Delhi, the price of a standard 14.2kg LPG gas cylinder has risen to ₹913, marking an increase of ₹60. This price hike is reflective of the broader challenges facing the LPG market, where 60% of India’s needs are met through imports, which are currently delayed due to geopolitical tensions.

Customer Experience and Reactions

Consumers have reported frustration as they encounter longer wait times and difficulties in booking their refills. One consumer from Madipakkam noted that the IVR system kept repeating its message, indicating the system’s overload.

Employees at Indane distribution centers have observed increased anxiety among customers, with many crowding offices with their empty cylinders in hopes of receiving new ones. An employee remarked, “People were anxious and crowded the office with their empty cylinders to get new ones.”

Operational Challenges

Indane has acknowledged the unprecedented situation, stating, “We are currently facing an unprecedented situation.” Additionally, a distributor in Bengaluru reported that the vendor invoice management system is also down, compounding the challenges faced by the company.

As domestic production is prioritized, the ongoing disruptions in the booking system raise concerns about the ability to meet consumer demand effectively. Details remain unconfirmed regarding the timeline for resolution and whether supply levels will stabilize in the near future.

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Long queues have formed outside LPG distributing agencies in Lucknow as residents grapple with significant issues related to Indane gas bookings. The online booking system, which includes the IVRS helpline and other digital platforms, has experienced a technical snag, causing frustration among customers.

Many individuals reported waiting for hours to book their gas cylinders, with some resorting to purchasing cylinders on the black market for Rs 1,050, significantly higher than the regular price of around Rs 900. This situation has raised concerns among residents about running out of gas before their refills arrive.

Technical Difficulties and Consumer Complaints

According to agency staff, “There is a server issue right now. It should be resolved soon.” However, the ongoing difficulties have led to accusations of fraud, with customers like Madhu Menon claiming that cylinders were booked in their names but not delivered. Menon noted, “Got this message saying my last cylinder was delivered on 25 Feb and I can’t order again till late March. Except I haven’t ordered a new cylinder since early 2025! Then I discovered clear fraud!”

Additionally, the IVR system has been problematic, disconnecting consumers who attempt to book a second refill within 25 days of their previous booking. This has left many feeling helpless, as they struggle to connect to the Indian Oil Corporation booking helpline despite repeated attempts.

Alternative Booking Methods

While the booking system is reportedly functioning normally by LPG companies, consumers are encouraged to explore alternative digital booking methods, such as SMS booking, missed call services, or mobile applications. However, the effectiveness of these methods remains uncertain.

The disruption in gas supply has been attributed to a shortage of commercial LPG cylinders, exacerbated by geopolitical issues involving countries like Iran, the US, and Israel. The Centre has revised the priority order for domestically produced natural gas in response to these supply disruptions.

Looking Ahead

As residents continue to face challenges with Indane gas bookings, further developments are expected. Details remain unconfirmed regarding the resolution of the technical issues and the overall impact on gas supply in the region.

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