Air India Express Complaints & Reviews

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 all my money....

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.

I had booked a flight on 21th March 2020 from Kozhikode(CCJ) to Salalah(SLL) but unfortunately due to covid-19 situation, I couldn't travel. After sending so many emails and follow up calls to call centre they have been no progress. I have even tried escalating to Nodal Officer, to which never got any response. Here I am taking one more step to get back my hardened money.

Confirmation number: YUNRUE
Flight no:IX -341
Departing:Kozhikode, Intl Terminal,

CCJ
10:40 21/ March /2020
Arriving: Salalah, SLL
13:20 21/ March /2020

I have cancelled my ticket on 07-OCTOBER-2020, till date I haven't received my refund of Rs. 66127.82 against Booking Receipt YXXQDK

I have sent many follow up emails however haven’t received a single response from [protected]@airindiaexpress.in, [protected]@airindiaexpress.in, nodal, [protected]@airindiaexpress.in

Please help me getting my refund....

I have booked tickets with Air India Express from Chennai to Singapore and since the Singapore govt did not give entry approval, I have cancelled my tickets on 29 June, 2020.

I am following up with Air India Express customer care for a refund from 5 months but there is no proper response from them. Customer care has standard answer "Escalated to back end team".

I tried sending mail to the nodal officer and the finance team as well but no luck.

PNR : LGJILN

Dear sir /madam,
Good day,
I booked a ticket from Trichy to Singapore by airindia express and due to covid situation I cancelled my trip to Singapore and I cancelled my air india express ticket on 10 september. at the time of cancellation the customer executive said that the amount will be back to the account within 10 working days.but already completed 70 days. and still not received anything.when ever calling to the customer care they just saying 2 days of maximum 5 days the amount will be back to your account.but more than 2 months passed like that and nothing received in account till now.so I request you kindly take some necessary action on it.
Thanking you
Jitendra Kumar
[protected]
I am attaching the flight details.

Dear Sir/Madam,

With reference to thePNR Number - JOXQVD, i didnt get any refund yet. Its been more than 120 days now. I am not even getting any update from your side.
I request you to process this refund at the earliest.

Thanks and regards,
Raguram

Hi,

I'm Jitendra Kumar, I had booked a ticket in Air India Express (IX -1682) from Tiruchirappalli, TRZ-11:05 15/ September /2020 to Singapore, Terminal 1, SIN-18:00 15/ September /2020. Due to Covid 19 Lockdowns and regulations, I had to cancel my ticket and I was expecting the return amount in few days which later turned out to be few months and I have still not received any amount.

Whenever I'm trying to reach out to customer care for this Issue, they simply give me one week time for the issue to be resolved. I have tried this from other contact numbers as well but of no avail. Everytime the same thing is happening without any proper resolution or any ETA. Up until now, i have tried contacting them atleast 30-40 time, but of no avail. I even dropped multiple mails and follow ups on [protected]@airindiaexpress.in id but that too didn't help my cause.

My contact details :
+91-[protected]
email id : [protected]@gmail.com

Attached is my ticket and one of the screenshot of email followup.

On 1st AUG 2020, We cancelled air india express flight tickets (total 3 tickets which includes mine, my wife and my daughter ) from Chennai to Singapore with PNR no:EFCGGU.As per cancellation policy an amount of Rs.64700 /- to be refund to my account and so far the amount not refunded.I keep on calling the customer care (approx. 20-30 times) and texted in social plat forms(like Facebook page of AIX and twitter page of AIX) and so far their reply is “we will look into it soon”. More than 90 days passed and I haven’t received the amount in my account.The amount is really huge in this pandemic time.I am a middle class man with lot of commitments .Pandemic already destroyed my savings and this refund amount is a huge to recover from my loans.Please do the needful. When I searched in Twitter there are hundreds of people who are suffering like me.

Booked tickets for me and my family on April 6th 2020. but due to the pandemic flight is cancelled. they are giving option to transfer the date. but I can't travel for at least 2 years. requested to refund the amount. but no reply from the company side

I had booked 4 tickets on PNR# VGUVNB on Feb 10th 2020 directly with Air India Express on their webpage.
i have been requesting for refund since 27th May as the flight was cancelled by Air India Express.

I contacted customer care and they mentioned it cannot be refunded.
Later when the CS phone number was reached after several international calls and also holding for a long time, they told me to contact nodal email id but their would be delay in refund.
I send several email to [protected]@airindiaexpress.in but with no reply or answer.

I request complete refund .

My booking Confirmation number is YXXQDK.

I have cancelled the ticket on 7th October and as per the norms, it takes 14 working days to get the refund however I haven't received the refund yet.

I have send so many follow up email, though haven’t got a single response.

Then started sending emails to [protected]@airindiaexpress.in and [protected]@airindiaexpress.in.

No response from Nodal as well. Please let me know whether I will be receiving my refund or not