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Updated 27 December 2021

As the tourism industry still struggles to reach normalcy, amidst the constantly changing travel scenarios, restrictions, travel bans and new variants, air carriers across the globe have been adopting several measures to ease flying. Air India is offering full protection of the value of tickets of passengers who had their flights cancelled or were not allowed to travel on the flight, owing to changed entry restrictions due to COVID-19.

Keep reading to learn more about Air India’s refund policy, cancellation procedure and conditions for refund. 

Air India cancellation and refund policy

Air India allows customers to submit a ticket for a refund that has either been partially utilized or totally unutilized, within one year after the expiry of the validity of the ticket. With effect from 1 October 2018, the tickets issued will be valid for ‘Refund’ up to fifteen months from the date of issuance, or three months from its expiry date.

Air India refund COVID policy

Air India has a set of COVID refund and cancellation policies that cover a variety of scenarios:

If passengers are diagnosed with COVID-19: they will be allowed to apply for one free date change and/or No-Show for his/her confirmed ticket. Complete policies here

If passengers from Singapore, Hong Kong, TelAviv, Frankfurt, Paris, London and Birmingham to Indian Airports are unable to catch connecting flight due to RT PCR test requirement on the ground: passengers will be allowed to rebook on the first available service to the same or nearest alternate destination, in case flight to the original destination is not available. Complete policies here

Air India refund conditions

All air tickets are governed by fare conditions and they determine the price of the ticket. Depending on the fare conditions the fares tend to vary. The most flexible fares have the least restrictions attached to them and are more expensive. Some of the most common conditions are:

  • Whether the ticket is refundable and the charges related to it
  • Whether the ticket dates/flight can be changed and the charges related to it
  • Whether there are no show charges related to it

Please make sure to ask the booking agent about the fare conditions related to the fare/flights that you are purchasing. If you are making the booking online, you may view the restrictions from the Air India website.

How to apply for Air India cancellation and refund? 

Passengers who make their reservations online can use the Manage Booking section to cancel their reservations for fully unutilized tickets. Please note that if the booking has NOT been made online, the passenger is advised to contact any Air India office to cancel their reservation. The tickets will further be refunded by the ticket issuing office.

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The cancellation request for bookings made online will be processed automatically through the Internet Booking Engine. Any refunds due will be processed by the system in accordance with the applicable cancellation rules.

To process a refund online:

  • Head to the Manage Booking section.
  • Enter your last name and booking reference/ e-ticket number
  • Retrieve booking 
  • Cancel your flight and submit a refund request

Please note that cancellation of a single PNR that has multiple passengers booked on it will result in the cancellation of all the booked passengers as it is not possible to cancel one passenger from a multi-passenger booking. The passenger is advised to contact Air India’s call centre for such cancellations or re-booking.

Refund process for tickets booked through travel agents

If you have booked through a travel agency, please contact the travel agency for the issuance of the refund.

How to check your Air India refund status?

In normal circumstances, Air India processes the refund almost immediately. However, in the case of a credit card bank transfer, it takes a minimum of twenty days.

The refund will be processed depending on the mode of payment for booking the flight tickets:

  • If the payment has been done in cash, a cheque with the refund amount is sent to the address as specified by the passenger.
  • If the payment has been made by credit/debit card, then the amount is credited back to the same credit card account.
  • If the payment is made by direct debit-bank transfer, the amount would be credited back to the same bank account it has been debited from.

Please note that the refund cannot be processed to an alternate card account. The transfer to any other card account, if required, will have to be requested by the customer to their specific card issuing bank.

How to contact Air India customer care for refund related queries?

For any queries related to online booking clarifications/queries/non-receipt of refund, Air India requests passengers to raise their queries through their feedback form. Make sure to select the TYPE: FEEDBACK, and CATEGORY: Online Tickets booked on Air India Website and Air India Mobile App.