Air India — denied boarding even after reaching check-in counter 35 mins before

My wife was booked in ai 636 on 11 jan 2019 from delhi to indore which was scheduled to take off at 1505hrs, however delayed by 35 minutes. My wife reached he airport check-in counter at 1505 hrs due to some delay in transit caused due to problem in delhi metro. However she was denied boarding even reporting the airport 30 mins prior. She was also told by the booking clerk that no refund applicable for the same.
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