Air India Express Complaints & Reviews

We have booked flight confirmation no AFALHS in 16/02/2021 from Lucknow to Muscat for (2 ADULT+2 KIDS) when we have reached Lucknow airport at 11 am out security didnt allowed us to go inside because my flight time 4.25 pm so we have wait out side with small kids without any facility at international airport even there is no proper arrangement after 1.pm they have allowed inside when we went inside they said wait untill another flight passenger clear so we wait again 2 hrs inside but no one inform us that we need covid -19 report on departure so once line start so we went on counter and they said we cant fly becuase both parrents doesnot have covid 19 report so we have ask why you guys wasted our time if this you can inform us at the time of gate then we could have gone to any approved lab and done our covid -19 report but no listiona at last they said its no show so you can request for reschedule your flight so i went air india counter after standing 1 and 1/2 hrs then one person came and said they cant not do reschedule flight i need to go hazrat ganj DGCA office so i went with small kids but there they said they cant reschedule i need to do online so i did but last 3 days i am struggling for rescheduling but no response from any of air india express services and we are waiting if we dont then we will loose our job and visa.what to do next..

This is with reference to my CANCELLED Flight Ticket
Confirmation# ENMNKB
Date of journey: 1 July 2020
Dubai to Delhi
5 Passengers: 2 Adults and 3 children
Amount: AED 2, 930.00

I contacted your call center for rebooking on 25th March 2021
Flight: IX 1142 Dubai Delhi (00:15 - 05:15)
Fare: AED 2050.00

They are asking me to transfer AED 150.00 (INR 2988.00) as additional charges.
I don't understand the reason. You promised me Free date change.
Additionally the ticket rates are very low!

Please clarify this issue urgently. Very UNFAIR of AIR INDIA EXPRESS!

Hi Team,

I have booked ticket on last mar end, the flight service blocked due to covid19, Again rebooked in apr-202 but the service has been blocked again due to covid19.(Paid around 11, 000 include double time booking charges)

I have raised refund request on oct-2020, but still not processed. Could you do the needful.

Thanks
Sandha Kumar

Hi Team,

I have booked ticket on last march end, the flight service blocked due to covid19, Again rebooked in apr-202 but the service has been blocked again due to covid19.(Paid around 11, 000 include double time booking charges)

I have raised refund request on oct-2020, but still not processed. Could you do the needful.

Thanks
Sandhakumar

Ir/Madam,

I have taken a ticket to travel in air India Express IX-1745 (Confirmation number: WIIGLL) on[protected].On that day I reached the airport. But, I didn't get the boarding pass. The officials of air India Express denied me the boarding pass. They stated two reasons for the denial.1. They told me even though my travel was to Sharjah the Dubai entry permit was compulsory.2. Second one is that my visa was in my old passport. I took my old and new passport. But still they didn't give me permission to travel.After the failure to travel on December 15. I applied for a Dubai entry permit, and I got it. Again I reached the air India express office in Kannur Airport and I requested them to allow me to travel with the same ticket according to the entry permit. But the officials were adamant on their argument, that my visa was in my old passport, and I couldn't travel.Officials told me that my visa and new passport should link from UAE immigration. My company HR enquired about this. But they told me, there is no such rule to link a new passport and visa to travel to the UAE.I enquired the same to other airlines. They replied that I can travel to their airlines with an old and new passport without linking. So I was forced to travel to another airline.Sir, I have taken an Air India Express ticket for Rs 9300.I humbly request you to kindly refund the amount as per airline policy. I am enclosing my ticket copy along with the application.

Thank You
Biju M C

I cancelled my ticket PNR: HQMINJ for the travel date 04-Apr-20 on 31-Mar-20 as all flights were stopped due to Covid 19 by 22-Mar-20. AirIndia Expressed usual cancellation charges and also have not refunded the booking amount INR 30, 982.38 till today 14-Jan-21. I had send 8 reminder mails so far to customer support and twice to appellate mail id but I always got a reply that high email volume is faced by customer support only. Please arrange to refund my full booking urgently as I didn't travel due to pandemic and it is going to be an year of booking date which was in Jan.2020.

PNR: CEZXHX

This Ticket was cancelled On Lockdown period. i was chacing for this refund around 3 months, The amount was not yet credited to my Bank account.
Now the customer care executives were not replying for my email. And the telecalling executives just committing last 2 months that you will after 5 days you will recieve.

PNR KISURE
I have requested for cancellation and refund for above PNR since couple of months. Already received reply from airindia saying cancellation charge of 122AED will deducted which I agreed for. Till date there is no reply and no refund also ? Above PNR travel date May 29th 2020.
Booking done from qatar by Chethan Kumar[protected]
[protected]@rediffmail.com. Traveling companion my sister babitha jithin & kasvi . Please do reply. Thanks

I booked a ticket online at air India website on 25 th Oct 2020 from agartala to Jammu. Ticket was issued and passenger name was Rajendra Kumar Mistri.
On dated 02 nov 2020, I got a mail on from Air India one flight kolkatta to delhi is cancelled and it will be depart next day so I called to customer care for cancel all connecting flight and they replied you have send a mail at [protected]@airindia.in.
On same day I mailed to...

We booked the ticket last year in February to travel in July 2020 from Sharjah to Mumbai 4 passengers family. Booking Receipt:WEXSBG

Mumbai is not our state of residence

We simply want to visit Mumbai as a tourist.

Since the airline canceled the ticket, we could not able to travel.

1. Now the airline is forcing us to book the ticket for the same destination and on particular dates, how it is possible? How airline force passengers do this, do that.

2. We want to book the ticket the last 2 times for surat to Sharjah or Dubai to Ahmedabad etc as we are living in Gujarat. However, it is also not possible from airline's side.In this case, we don't have any requirement for travel to other destinations.

3. So we asked for a refund, that also no one is responding. It is been 6 months, we are spending money on international calls and emails. No one is caring for customers and authorized. There is no complaint system and a ticket number. every time I need to repeat the same story.

4. As per airline rules, I want to book a ticket from Sharjah to Mumbai - they don't have any flights
So I want to book the ticket from Mumbai to Sharjah - they don't have any flights again

5. So I asked customer care to book tickets from Mumbai to Dubai- after 35 minutes in the call for my old flight ticket WEXSBG, they are saying not possible, you can book for same route as per itinery. So I told them book the flights for same routes, they said, flights are not available. So I asked for full refund, they said it is also not possible . They also mentioned that my old ticket will be invalid after march 2021 and I cannot get anything.

Then what should I do now? Lose the money because of their non available flights and rules? I tried to bend in all ways as per their rules, finally no choice left/refund.

Can you please get us full refund? They said they will give partial refund after cancellation charges, why should I lose my money again?

Even after calling so many times and emailing them, I didn’t hear from them. When I called to check if the customer care can help me with any update, he told me if I cancel my tickets I’ll get 1000 rupees on a confirmed going ticket + returned ticked. And I asked for full refund and he offered just 1000 rupees.
Please help me with this, I don’t know what to do. Not only they ruined my holidays but also took away...

I have cancelled tickets for my mumbai to dubai round trip in Journey 1: Mumbai Intl Airport ,  T2,  SAHAR to Dubai,  Terminal
2,  DXB (Return) Booked on 07/ February /2020
Outbound:  Mumbai Intl Airport ,  T2,  SAHAR   Depart:  28/ April /2020
Flight no. Departing Arriving Duration
IX -247 Mumbai Intl Airport ,  T2,
SAHAR
Terminal T2
13:25  28/ April /2020
Dubai,  Terminal 2,  DXB
14:55  28/ April /2020

With pnr as - GBVWXT, CGQXQS
Its been more than 9 months and still i have not received refund as they have already deducted cancellation charges
I have been calling then from last 9months and every time they say that u will receive refund in 7days but still i have not received any refund yet

1) i have submitted the request for full refund of #mxuwbo - 14 may 2020 - dubai - pune on 8 dec 2020 to air india express customer support for my wife's air ticket (Attached here) which was booked by myself online.
2) again, i have submitted the complaint to [protected]@airindiaexpress on 16 dec 2020, as suggested by air india express helpline.

I expect to get the full refund since the flight was cancelled by air india express.

I have received the following response from air india express.

Dr. Vijay varade ([protected], +91 [protected])

_________________________________________________________________
From: customer support
To: vijay v varade
Sent: tuesday, 15 december, 2020, 02:54:28 pm gmt+4
Subject: re: request to process refund of dubai-pune, 14 may 2020, ticket confirmation no. Mxuwbo

Dear sir/madam,

Greetings from air india express.

If you insist on a refund, a cancellation has to be processed in the system for which a charge of aed 122.00 will be levied per passenger per sector.

Hence, we are offering you free date change facility which can be availed for travel till 31st december 2021. Fare difference, if any, may be applicable.

Once you firm up your travel dates, we request you to modify your booking through our city office or contact center.

We regret we are not in a position to give you a full refund.

Stay healthy. Stay safe.
Team air india express (Cf)
_________________________________________________________________

Hi,

I have booked the ticket from Singapore to Thiruchirapalli on October

Number - SCELNL
Name - PANDIARAJAN RAMASAMY

And cancelled the ticket after cancellation they told they will refund SGD 42 within 14 days but almost 2 months running now I have reported many times in customer care it was not getting solved.

I draft a mail many times to the finance department as per guidelines by the customer care department.

Kindly check and resolve my issues.

Thanks!
Rangasamy

We booked the tickets to travel to Brunei from Tichy via Kuala Lumpur on 30th Oct. However, air India express has not allowed us to board the flight. Instead, they told us that we can reschedule the flight for the future travel.

We request you to refund the money citing the following reasons:

1. Two of my friends' family travelled with the same following documents via air india express (Chennai to Kuala Lumpur and then to Brunei using royal brunei airlines) on 28th of october which made us to proceed further with travelling on 30th october from Trichy.

a. Entry Travel Pass

b. Dependent Visa

c. RT PCR test results

d. Hotel accommodation (for 15 days) and transport booking

e. Post travel SWAP test payment in Brunei

f. Travel Tickets

g. Passports

h. Royal Brunei airlines acceptance

i. BruApp installation in Mobile

2. One of my friends also travelled to Brunei from Cochin to Kuala lumpur (and then to Brunei using royal brunei airlines) using the above mentioned documents on the same week which made us to proceed further with travelling on 30th october from Trichy.

3. Having above mentioned documents, air india express has not allowed us to board the flight.

4. Royal Brunei airlines has also confirmed saying that "Ok to Board" based on the above mentioned documents as listed in point number 1 and Malaysian embassy also confirmed that there is no restriction on transit via Kuala Lumpur. Based on the travel plan and the acceptance by Royal Brunei, we would have easily reached Brunei within 16 hours from Trichy (very well within allowed time limit).

5. Air india express has not communicated to us via phone or email about the restriction on travelling via Kuala Lumpur instead they kept on allowing passengers from other airports to travel to Brunei via Kuala Lumpur as mentioned in point number 1 & 2.

6. We booked the tickets on flexi option, and if air india express properly communicated and if they have not allowed any of other travellers, I would have easily postponed my travel for a future date. As it is a flexi ticket, it would have been possible for my full refund.

7. As it incurred huge stress, sufferings, efforts and money in planning and getting the necessary documents, please consider proper compensation with full refund of my money.

8. And with the same documents as mentioned in point number 1, my family already travelled to Brunei via royal brunei airlines on 13th November.

9. The total loss of money due to the poor communication and management of air india express is more than INR 100000.

10. During this pandemic, considering other personal and professional losses, please consider our request and help us to live peacefully.

Considering the above mentioned reasons, please respond and refund as requested as quickly as possible.

Refund request:
Booking reference : SUOYKN, Date of flight booking : 21st Oct'20

My flight from Trichy to Singapore was cancelled and were told that the money will be refunded and that we need to book an alternate ticket for travel.

My 33K paid through credit card is yet to be refunded and I have to pay interest to the bank on that because that the money is not refunded.

I have been calling many times the hotline and send email to customer support all with no proper response.

I need my money to be refunded asap. Pls. take immediate action.

Sir, Cash reimbursement for my booking not received till date as the flights cancelled due to the Covid 19 restriction for my PNR BOQYYI for the month of March 2020. Several mail has been sent regarding this to customer care, but solution is still pending. Please do the needful to credit the amount immediately. Baburaj

Dear Air India Express,

I (Jitendra Kumar) have booked a ticket on 27 Nov 2020 from Delhi to Muscat for 05 Dec 2020. Ticket amount has been deducted from my account but I have not received the ticket yet and the PNR number. I have called customer care and they said the ticket has been auto cancelled and payment will be refunded and you have to make a fresh booking again. I have sent more than 10 numbers of email but no reply received. I am sorry to say that I have not received the paid amount yet.

I have also made calls to customer care, they are not replying properly and asking to send email. After sending more than 10 emails, I have not received a single reply from Air India Express.

Transaction details are as follows;
Transaction ID - POS490246XXXXXX9015 Air India Charte Ref[protected] Dated 27.11.2020
Passenger Name - Jitendra Kumar

I booked tickets on 22 Aug for Mumbai to dubai for 3 passenger.. I didn't get any confirmation nor ticket for booking

PNR - RDRZON, KZCFVT

Did many phone calls to customer support and also sent email to nodal officers but no response.

Could you please help us to getting refund amount

Thanks

I had booked an air travel from kochi to muscut on 9th april .unfortunately due to the pandemic the flight was cancelled..but still i didnt get any refund.neither ant information regarding this nor any reply to my querries/. kindly do the needful
24/7 Call Center[protected] /[protected]
E-mail: [protected]@airindiaexpress.in
Confirmation number: XNURRY
Receipt and Itinerary as of 06/ February /2020 11:09
You will need to provide this confirmation number and your passport/photo I.D. and valid visas (where applicable) at check-in to receive your boarding card.
Cabin Baggage allowed is 7Kgs (Including Duty Free Items) per adult and child passenger, dimensions not to exceed 20x14x9 inches. Hand Baggage in excess
of 7Kgs will be retrieved at the boarding gate and passengers will need to pay applicable IATA Excess Baggage charges. This Excess Baggage will be loaded in
the cargo hold subject to space availability /Aircraft permissible weight limitations with Limited Liability to the Airline.
Journey 1: Kochi, Intl Terminal, COK to Muscat, MCT Booked on 06/ February /2020
Outbound: Kochi, Intl Terminal, COK Depart: 09/ April /2020
Flight no. Departing Arriving Duration
IX -443 Kochi, Intl Terminal, COK
INTL Terminal
08:05 09/ April /2020
Muscat, MCT
10:05 09/ April /2020
3 Hours 30 Minutes
Passengers Fare type Taxes and fees Total
GEO SAJU OOMMEN
ADT
ADT 20Kgs/CHD
20Kgs/INF 10Kgs
ECONOMY / AOW
/ A
INR 2, 813.25
Development Fee(YR)
INR 300.00
Fuel Surcharge to OMAN A(YQ)
INR 3, 500.00
Aviation Security Fee Intl(WO)
INR 555.09
Goods & Services Tax(K3)
INR 330.66
CONVENIENCE FEE (WEB)
INR 350.00
INR 7, 849.00
Optional extras
Passengers Extras Seat Total
GEO SAJU OOMMEN
ADT
ECONOMY
FREE BAGGAGE 20KGS
INR 0.00
Unassigned INR 0.00
Payment details
GEO SAJU OOMMEN
INR 7, 849.00
06/ February /2020
Card number:
**** **** **** 4496
Payment Type Payment Amount Base Amount
06/ February /2020, VISA INR 7, 849.00 INR 7, 849.00
Total Payments: INR 7, 849.00
Credit card will be checked at the airport
Cost breakdown
Airfare: INR 2, 813.25
Tax: INR 4, 355.09
Special Services: INR 350.00
GST Total: INR 330.66
Total (Minus_GST): INR 7, 518.34
Total: INR 7, 849.00
NOTE
Note to Passengers
Passengers can contact our 24 x 7 Contact Center +[protected] or +[protected]
for any queries that they may have on their booking or flight.
Conditions of Carriage:
Kindly report for Check-in 3 HOURS before scheduled departure for an International Flight and 02
Hours before Scheduled departure of a domestic flights.
Check-in counters will close 60 MINUTES before scheduled departure for an international flight and
45 Minutes before scheduled departure of a domestic flight.
All passengers must possess a valid Passport and Visa for International Travel. For Domestic
Travel, passengers must carry a valid Photo ID.
Boarding gate closes 20 minutes before schedule time of departure. Passengers have to report to
the boarding gate on time and failure to do the same may result in passenger being denied a seat
on the flight.
Cabin Baggage allowed is 7Kgs (Including Duty Free Items) per adult and child passenger,
dimensions not to exceed 20x14x9 inches. Hand Baggage in excess of 7Kgs may be retrieved at
the boarding gate and passengers will need to pay applicable Excess Baggage charges. This
Excess Baggage will be loaded in the cargo hold subject to space availability /Aircraft permissible
weight limitations with Limited Liability to the Airline. Additionally one laptop bag comprising of a
laptop shall be permitted.
Passengers are requested to carry Portable Mobile Chargers, Power Banks, E Cigarettes as part of
their hand baggage as these are not permitted in the checked in baggage due safety reasons.
Passengers are advised to pack fragile items in proper and secure packing so that it is not
damaged, Airline will not be responsible for any damage to the fragile items carried.
Passengers are advised not to include valuables and important articles /documents in their checkedin baggage and may carry the same in their hand baggage to avoid damage/, loss or delay. Air India
Express will not be responsible for loss of the same.
Please visit our Website for restrictions of carriage of items including forbidden Dangerous Goods.
Excess Baggage at the airport may be accepted for carriage at a payment, subject to space
availability /aircraft permissible weight limitations.
In case of circumstances beyond its control, Air-India Express may without notice, cancel,
reschedule or reroute a flight. In such cases when the flight is cancelled or delayed by more than 3
hours, Air-India Express shall either: Carry the passenger on another of its scheduled passenger
service on the same sector, provided space is available, OR Make a full refund of the ticket with no
further liability to Air-India Express. (The passenger will be required to collect the refund from the
point of purchase.)
Air-India Express does not take any obligations or responsibility for transfer/connections of
passengers or their baggage to other flights. Air-India Express is not liable for any losses or
expenses arising out of any failure to board a planned connection. On cancellation or delay of its
flight due to unforeseen circumstances Air-India Express will not provide for accommodation nor will
it provide or arrange for alternate mode of travel.
Connecting passengers to refer to www.airindiaexpress.in/en/about-us/Connections
for details.
Fare rules
Please refer to our website www.airindiaexpress.in for the terms and conditions associated with
your booking.
Refunds towards cancellation will be made in the same mode of payment as used whilst making the
booking. For "Cash" payments, refunds maybe processed in cheque.
As provided in Air-India Express's Regulations, certain fares may have conditions, which limit or
exclude the passengers' right to change or cancel reservations. For bookings where change is
permitted date change penalties will apply.
Fares are subject to change without notice.
General:
For credit card bookings, passenger will have to produce the credit card or credit card information
used for the booking at the time of check-in. In case of failure to produce the same, Air India
Express reserves the right to deny the passenger from boarding their flight.
Passengers can now pre-book their seats in advance for a nominal price.
Passengers wishing to carry excess baggage may book additional baggage online in 5 or 10 kg
slabs subject to availability of the same.
Air India Express offers pre-booked meals on select flights. Visit our website www.airindiaexpress.in
for further information on the above services.
Passengers will have to present their itinerary receipt both at airport entry point and check-in along
with a valid government issued photo id. International passengers (Valid passport) and Domestic
passengers (Driving License, Aadhar Card, Pan Card, Election photo id). The above may be
checked at any time during your journey.
Passengers travelling on domestic flights with infants and children will have to carry documents
indicating the infants/children proof of age.
Passengers are requested to read the detailed terms and conditions on the Air India Express
website.
For Passenger Charter issued by Ministry of Civil Aviation refer to information tab on
www.airindiaexpress.in
Travel Documentation is the sole responsibility of the passenger.
This is an itinerary receipt and not a GST/ VAT invoice.