Complaints

This profile includes complaints for Air India's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Air India

  570 Lexington Ave Fl 14 New York, NY 10022-6837

• 

  Air India

  1612 K St NW Ste 200 Washington, DC 20006-2805

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had booked flight tickets through Orbitz for Air India flights for my parents and in-laws, to fly from *******, India to *******, **. However, on July 4th, Air India and ****** notified me that the flight from ********* to ******* got cancelled by Air India. I had called Orbitz, and cancelled the reservation. I got the refund back for the tickets and insurance. However, ****** notified me that they were unable to process the refund for the Seat Selection (I had paid for 2 seats during booking), and I need to contact Air India to get the refund. I had contacted Air India, and mentioned the details, but they told they cannot process the refund, and Orbitz need to initiate the refund. I told about the email from Orbitz, and they suggested me to create a case in Air India website with all the details. So, I had created the case#******** on July 7th. However, even after 10 days, I had not got any response back from Air India. Attaching the invoice, email from Orbitz, and the case-related automated email from Air India. Even though the flight is non-existent, the trip is cancelled, Air India still had not refunded me for the Seat Selection. Need help on resolving the issue. Thanks in advance.

  Customer Answer

  Date: 07/18/2025

  Better Business Bureau:
  
  Today morning, I got an email response from Air India regarding the Case I had opened with them. They were unable to refund, but informed me to contact ****** to refund, and ask Orbitz to connect to Air India in case they need any additional help on processing the refund. After that, I had contacted Orbitz again, explained the details, and shared the email from Air India. In the evening, I got an email from Orbitz that they were able to refund the amount, and I should be able to see the refund within 15 days. I have attached both the emails here. Based on the email from Orbitz, I hope that the issue is resolved to my satisfaction, so I am ready to close the complaint. Thanks BBB for their help in this regard.
  
  Sincerely,
  
  ******** *********
  
  
  

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a round-trip flex ticket from Air India for ******** INR under a zero-cancellation-fee guarantee. I used only outbound travel, leaving the return segment unused.-In December 2024 Air India refunded ****** INR far short of the full unused-segment value.-After four months of repeated emails and escalations, the nodal officer approved an additional Rs ****** on 24 April 2025.-To date I have not received this second amount, nor any clear, itemized breakdown of my refund entitlement. Every follow-up is met with check with your bank referring to the December ********* a student, this outstanding balance is critical to my finances. I have kept detailed records of over 100 emails and all supporting documents, which I can provide on request.Desired resolution:Immediate deposit of the remaining ****** INR to my bank account.A transparent, itemized calculation showing how Air India determined my total refund amount.

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***********************. I originally booked flights departing from ******** at 11:55 am on May 6th, with a final destination of *********, *****. The itinerary included layovers exceeding 10 hours each in ***** and *******. Unfortunately, due to the first leg of my journey from ******** being delayed and canceled three times, which was carried by Air India. Therefore, I missed the subsequent *******-to-***** segment, despite already having an extensive layover.According to my initial plan, I was scheduled to arrive in *********, ***** on May 9th, which is my fathers birthday. However, after three cancellations and delays, the departure from ******** was postponed from 11:55 am on May 6th to 8:00 am on May 7th, a delay of nearly 20 hours. As a result, I had to incur additional accommodation costs in ******** and cancel pre-arranged transportation. The repeated changes also severely disrupted my rest, leading to a severe cold. Most importantly, I will not have any flight to fly to **********I am seriously requesting compensation from Air India for this extremely severe delay and the associated troubles. As of now, I have already missed my connecting flight from ******* to *****. Therefore, I am formally requesting a 1000 USD compensation for all the trouble and costs incurred due to this severe delay.Thank you for your attention to this matter. I look forward to your prompt response and resolution.

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Air India moved me out of my business class seat on a flight from ***** to *******, after boarding the plane, on the basis that the seat was damaged. They provided a paper letter indicating that a refund would be issued. The paper letter included inaccurate information, but the gate attendant said that was the form they had to use. Air India contacted me regarding the refund following the flight. I provided my bank info for an electronic transfer and they said it would take 2-3 weeks. It's been over 3 weeks and they are now non responsive. The amount of the refund was set by Air India and is not sufficient, but is better than nothing. I have since heard from the news as well as coworkers that they are continuing to sell business class seats and then moving travelers to economy due to unrepaired seats.

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 6th, 2024, due to Air Indias failure to accommodate me and my family, despite our best efforts to board our scheduled international flight. The specifics of the incident are detailed below: On the day of the incident, I was a survivor of a landslide and had been struggling to reach ***************** under extremely challenging circumstances. I was traveling with a senior citizen and three young children (ages 9, 3, and 2). Despite arriving only three minutes after the check-in counter closed and with the flight still set to depart in 2.5 hours, we were refused check-in.Upon reaching the airport, I immediately informed your staff of our life-threatening ordeal and our ******* attempt to catch the flight. Instead of understanding the gravity of our situation, the staff didnt even try to listen. Their behavior added significant distress to an already traumatic day.I had called ahead to inform Air India that we were running late due to severe weather conditions and that we were doing everything possible to make it to the airport on time. Despite this prior notice, no consideration was given to our circumstances.Since we were denied boarding, we had no choice but to spend the entire night outside the *****************, as there were no accommodations available. This was especially difficult given that we had a senior citizen and three small children with us. We stayed outside of airport on the street. Due to the denied boarding, I was forced to purchase new tickets for six people, further exacerbating the financial strain caused by this ordeal.Below is person and ticket number.---**** ****** : *** ********** **** ******* *** ********** **** ******** ************* **** ****** *** ********** **** ****** *** ********** **** **** * *** ********** 

  Customer Answer

  Date: 05/16/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Air India regarding complaint ID ********.
  
  Sincerely,
  
  ****** ****
  

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Air India regarding my travel experience on Flight AI 127 (***** to *******) on January 20, 2025. Despite paying for business class, the airline failed to provide the service I was promised and later denied my refund and baggage damage ***************** ************* Service:I completed web check-in and was assigned Seats 9K and 9H, but at the airport, I was informed one seat was non-reclining due to electrical issues. This proves Air India knowingly assigned a defective ******* wife and I, both diabetic, had to stand at the counter for 45 minutes, pleading for reassignment while the staff insisted we take the defective seats.We were eventually given Seats 12H and 12K, but they were also faulty, with broken recline, footrests, and tray tables.The overhead compartments were blocked with airline blankets and pillows, forcing us to keep our carry-ons elsewhere.Damaged ***************** Denial of Claim:Upon arrival, I found my checked baggage severely **********. ***** at ****************** initially dismissed it as "normal wear and tear" without even inspecting it.After repeated insistence, he acknowledged the damage was serious and beyond repair and filed a report.This baggage was a brand-new gift from a loved one I lost recently, making it even more distressing.Denied ****************** Dispute Rejection:I requested a partial refund since the service was well below business class standards. Air India denied my claim despite clear evidence.I then disputed the charge with ********** but they declined it, stating Air India refused responsibility.This means I paid for a service I did not receive and was left without any resolution.Requested Resolution:Partial refund for the flight due to the substandard business class experience.Full reimbursement for my damaged baggage.Accountability for Air Indias negligence in seat assignments and customer service failures.

  Customer Answer

  Date: 04/13/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Air India regarding complaint ID ********.
  
  Sincerely,
  
  **** *****
  

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Air India Team,I am extremely disappointed with the subpar service provided during my family recent travel with Air India. The experience was frustratingbroken seats, flat and uncomfortable cushions, and non-functional TV units for everyone on both flights. To make matters worse, there was not a single empty seat available for a swap for broken seat.Adding to the ordeal, we had to wait over an hour for my luggage, only to receive it in a completely damaged condition. Also we found material inside the bag was also in broken shape. When I tried to report the issue, there was no available counter to lodge a complaint at that time. The luggage is now unusable, and I have lost over $300 on my favorite baggage and inside items damaged too due to rough handling. The ticket was booked in dollars, yet the compensation offered for the damaged baggage is a mere INR ***** (~$15), which is completely inadequate and *************** is truly disheartening to see how Air India is treating its customers. Repeated attempts to reach customer care have gone unanswered, making the experience even more frustrating. I expected better service and accountability from a reputed airline.I hope this feedback is taken seriously, and appropriate measures are implemented to improve service quality. Additionally, I request fair compensation for the damage caused.Sincerely,***** ***************

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My flight was scheduled for 8-Mar (TROD53)from DEL to ***, but I have received an email regarding date changes, now it is showing on 09-Mar-2025.During my India visits I was staying in *****, came ***** on 08-Mar-2025 to catchup my flight, it is very inconvenience for me to manage one days in ***** to catchup next day flight and occurs additional cost. I would like to request compensation due to my reschedule, could you please looks my concern ?

  Customer Answer

  Date: 04/05/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Air India regarding complaint ID ********.
  
  Sincerely,
  
  ****** ***** ***
  

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The below is the petition I sent to their customer service portal. Description:Where do I start. ** the above eticket was my original flight back. I checked in to this flight as soon as the check in was open. The next day 27th of Jan 2025, I get a message that my checked in flight has been rescheduled to the next day, moved from 28th Jan to 29th Jan. ** I called in to the support number. I specifically told the representative that I have to reach ** on the 28th of Jan. ** we started looking for an alternative flight. He booked me on a flight that had 1 stop in *****. I said fine lets book it. He said that this flight is also departing on the 28th of Jan and asked for my confirmation. Since my original flight was also departing on the 28th of Jan I said yes. Lo and behold, when I got the notice to check in I realized that the representative had rebooked me on a flight that was departing on late evening of 28th of Jan. **** would still put me in ** on the ******* I called again. I asked the new representative to please change the booking so that I can reach US on the 28th Jan. I was told that since this is the second change I would be charged $1900 approximately, which I ended up paying for the mistake of your first representative. The whole experience has been horrible. My flight from ** to ****** was also changed. I ended up paying for an older plane. I found that my original flight AI 119 also flew, so why was I bumped off. This is not the service one expects. I am hoping that I will be refunded the $1900 that I paid for the mistake of YOUR REPRESENTATIVE.I have emails over emails where they dont want to take accountability of the mistake done by their first representative.

• Initial Complaint

  Date:02/19/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am getting tossed between **** and Air India for last 3 months. Bought 2 business class tickets (B**************) for $1531.90 on ******* from **** in Sept. 2024. Had to cancel our plans due to political unrest in ********. I asked **** to cancel my ticket before the date of the flight, but they did not act. Hence I was forced to call the airline to cancel. Otherwise it would be a no-show and I would not be eligible for any refund. I had to call Air India (Vistara got bought by Air India during this time) and they acknowledge that this ticket was canceled and that they can issue refund to **** but not to me, as the ticket was booked through ****. To date **** says they have received No refund from Air India. Furthermore, when ******* was bought by Air India, they issued something called "exchange" tickets for my itinerary - its the same dates, flights and destinations and same booking reference. But because of this exchange, **** says "the tickets show "EXCH" status, which means our agency has no control over these tickets. And when I wrote to Air India - this is what they told me From: Air India Care <*********************************************************>Date: February 18, 2025 at 5:49:27PM PST To: ****************** Subject: Reg: Case # ******** - Need my refund from Vistara [ thread::***********************:: ] **** ****************** ** ** ********* ** **** ******* ********* ********* ***** **** ** ****** *** **** ** **** ******* *** **** ******* * ****** ******* ** **** ******* ************ ** ******** **** *** *********** ******* ********** ** ****** ******* **** *** ******* **** ****** ***** ******** *** ********** **** **** *********** ** ************** ************ ******** ** *** ********* ** ****** **** ******** *** ****** ********* *** *** ****** **** ** ****** ********** **** **** ** ***** *** ** *** **** ******* ******** ** ********** **** ******************* *** *** ******** *** ****** ********** ******** ******** ********** **** ********************** ***** ** ******* * ****** 

  Customer Answer

  Date: 03/16/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Air India regarding complaint ID ********.
  
  Sincerely,
  
  * *