News Air India having processed over 2.5 lakh cases of ticket refunds Air India has refunded over 2.5 million tickets because they value their customers on top priority. Air India said processing a record number of pending refund cases is a testament to the diverse teams coming together and addressing key legacy issues comprehensively and effectively.

Air India has so far processed more than 2.5 lakh cases of refunds totaling over INR 150 crore since the Tata group took over its ownership in January 2021, the airline said on Monday, adding that it has started working on improving the process.

“Like all airlines, Air India was severely affected by Covid-19 and unfortunately many customers’ travel plans were affected. As one of the many steps taken to better meet customer expectations and expeditiously resolve post-privatization legacy issues, Air India has given high priority to clearing the backlog of refunds,” a statement by Air India spokesperson.

The airline is making efforts to improve processes and systems to turn around new refund cases faster. The spokesperson also put the light on, “From today, eligible refund requests submitted on the Air India website will be processed by the airline normally within 2-3 days,”

The airline clarified, however, that subsequent processing by banks and/or credit card companies is beyond the airline’s control, and customers may add another two weeks before they see a refund (minus any fees, subject to ticket sales conditions). their accounts.

“In case of bookings made through travel agents, the refund is given to the travel agent who is then responsible for disbursement to the traveler,” a statement by Air India.

“At Air India, the customer is our top priority. The processing of a record number of outstanding refund cases is a testament to the diverse teams coming together and addressing key legacy issues comprehensively and effectively. As part of our transformation, we are committed to bringing a standardized framework to our operations which is critical for us to emerge as one of the world-class airline brands globally,” said Air India’s Chief Customer Experience Officer and Global Head, Airport Operations, Rajesh Dogra.

Rajesh Dogra added, “We encourage anyone who believes they are owed a refund from Air India to provide details through the old pending refund link on the home page of our website The link has been created specifically to resolve any pending old refund cases, the airline said.

Air India is focusing on improving the airline’s image and has set a five-year target for it. It recently unveiled its comprehensive transformation plan, to reposition itself as a world-class global airline. The plan, titled “Vihaan.AI”, which signals the beginning of a new era in Sanskrit, has a comprehensive multi-stage transformation roadmap towards becoming a world-class global airline with an Indian heart, with identified objectives for Air India over the next 5 years. , the airline said.


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