Panchaayat
OpenComplaint

Air India confirmed a 100% refund for an IROP-disrupted group booking, but it is still unpaid after a month with no updates

Air IndiaPC-2026-03353Airlines & TravelAnonymous ·
0 views0 subscribers0 comments0 shares
A small customer experience reminder for Air India ✈️ Air India has been on a journey of transformation, and I genuinely appreciate that managing airline operations, especially during IROPs (Irregular Operations), can be challenging. However, my recent experience with a group booking has highlighted an area where customer experience could improve significantly: post-disruption support, refund transparency, and accountability. Following an IROP-related disruption affecting my group booking, discussions with Air India's Group Booking team via email concluded with confirmation that a 100% refund would be processed. It has now been over a month, and the refund is still awaited. I understand that refunds may take time due to payment processes and operational complexities. My concern is not simply the delay, but the lack of communication around it. Despite following up through customer care and sending 6–7 emails to the designated group booking email address, I have been unable to obtain a meaningful update. The customer care team has explained that group bookings are handled exclusively through the dedicated email channel, without an alternative contact number or further visibility into the booking's status. As a customer, it leaves you wondering: When a refund has already been agreed upon, how does one obtain a status update or even an estimated resolution timeline? I am sharing this as constructive feedback, not to undermine the efforts of the teams working behind the scenes. Sometimes, the difference between a frustrating experience and a reassuring one is simply timely communication, clear ownership, and a reliable escalation mechanism. I hope the Air India leadership and customer experience teams take this feedback in the spirit intended and help close the loop on this pending refund. A great airline experience is not defined only by the journey when everything goes as planned, but also by how customers are supported when things don't. Looking forward to a resolution and to seeing customer support evolve alongside Air India's transformation. 🇮🇳 #AirIndia #CustomerExperience #CustomerService #AirIndiaTransformation #PassengerRights #TravelFeedback #ServiceExcellence #Aviation Air India Limited Tewolde Gebremariam Rajesh Dogra

Source links

History

  1. Case filed

    Filer · 3 Nov 2026, 8:52 pm

Comments (0)

    Log in to comment or upvote.

    More complaints about Air India

    Air IndiaPC-2026-03268·

    Air India downgraded a Premier Economy booking by email with no explanation, offering only a post-journey fare-difference claim

    Two organisations. Two experiences and their approaches to trust. Air India Limited and Lodha I had booked a sector with Air India in Premier Economy. A transactional email informed me that my cabin class had been downgraded and that I coul

    OpenComplaint00
    0
    Air IndiaPC-2026-03267·

    Air India Express denied boarding to passenger who reached Kolkata gate in 3 minutes, then treated them rudely

    Air India Express Staff Behaviour at #kolkata airport | #Passenger Dignity and Accountability I am extremely disappointed with the way I was treated by Air India Express staff at Kolkata Airport, Terminal 2, on 31 October 2026. I was schedu

    OpenComplaint00
    0
    Air IndiaPC-2026-03147·

    Separate seats assigned on London to Bangalore check-in with seat purchase forced and no reply to concerns

    Air India Limited - My London to Bangalore check-in Process did not go as expected. Have been flying other airlines where the experience is far better with a few free seats atleast available at the time of check-in. Firstly before the chec

    OpenComplaint00
    0
    Air IndiaPC-2026-03060·

    Return flight from Delhi rescheduled to 1.5-hour connection with no accommodation for infant travellers

    I can't say I am very active with posting on LinkedIn but my annual travel saga to and from India, each year, makes me post atleast once a year. We prefer avoiding Air Inida as a carrier, for reasons that I am not going into right now, IYK

    OpenComplaint00
    0
    Air IndiaPC-2026-03053·

    Boarding denied at Mumbai Airport and poor ground staff communication reported by Air India passenger

    Hi Air India Limited If Air India is genuinely committed to improving customer experience and passenger convenience, a complete overhaul of your ground staff’s training, customer service etiquette, and empathy is urgently required. In 201

    OpenComplaint00
    0

    All Air India complaints, customer care & support →