After price pinch, city homes now complain of gas booking refusals
Times of India | 10 March 2026
Kolkata: Consumers are facing growing difficulties in booking domestic LPG cylinders, with many complaining that technical glitches and incomplete e-KYC formalities are preventing them from placing refill orders.
Consumers across the city say that despite repeated attempts through phone, online platforms and WhatsApp services, bookings either fail or get stuck midway.
Many are unable to complete online bookings as their e-KYC (electronic Know Your Customer) details are not updated on the system. However, some customers with valid e-KYC say they are also encountering repeated disruptions while booking refills.
"I tried to book an LPG refill the usual way over WhatsApp, but the chatbot was unresponsive. I am not even sure whether my e-KYC process is completed. I will have to visit my dealer in the next few days to sort this out," said Ruby Banerjee, a resident of Behala.
Several consumers also reported problems with the dedicated LPG booking IVR number. According to them, the call gets disconnected after the first ring, and the next stage of the booking process — where the caller selects a language, confirms the consumer number and completes the booking — never appears.
"I dialled the booking number multiple times in past 2 days. The call either disconnects or gets stuck before the booking confirmation stage. It is becoming extremely frustrating," said Sabyasachi Dutta, a resident of Salt Lake.
Arindam Ghosh, who lives in Dum Dum, said he tried several times before finally managing to book a refill. "Earlier, it used to take a minute or 2. Now the system hangs or the call drops," he said.
In Jadavpur, homemaker Madhumita Sen said the uncertainty forced many to keep a close watch on remaining gas supply. "With the booking system not working properly, we are worried about running out of supply. Visiting the dealer personally is not always convenient," she said.
Gas dealers, though, said supply of LPG was normal. According to them, oil companies have not issued any notification indicating reduction in supply.
"In past few days, we saw a spike in booking attempts. But as of now, supply situation is normal," said a city-based LPG distributor. Some also informed customers that a fresh booking can be made only after at least 25 days from the delivery of the previous cylinder. However, there is no official govt guideline on such a restriction, leaving many consumers confused and frustrated. Binoy Chakraborty, a resident of Chetla, said the uncertainty is adding to public anxiety.