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:06/30/2023

  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.

  At this time, I have been contacted directly by Air India regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   Business responded me and state that they honor only for bag damages but not the item as it was not reported at the airport within 24 hrs.

  complete break down of damages was provided to them 

   

   this was my reply to them 

  Hi ********************* - 
  Thank you for your reply -
  
  
  Date of purchase of baggage  (Approximately) - OCT/2022
  
  The purchase *** of the baggage as per the bill.  As long as I remember it was around ~$250 it is a 28 inch bag. you can check it online as well.
  As the report of damage was not made on the same day,
   It was not possible I mentioned it in my previous conversation, I reported within 24 hrs  as mentioned on your website to report within & days . and as  per DOT regulation customer has 30 days.
  Here are the details pictures already uploaded in the main case on AI website.
  
  
  
  Item **** of ******** Cost
  Namaste sign 5/15/2023 $33
  Decorative candel 4/10/2023 $20
  ***************** purse 1/15/2023 $55
  All Indian Snacks damage 6/5/2023 $65
  ************** Oct-23 $250
  $423

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *****************

  Business Response

  Date: 09/01/2023

  Dear ************,

  I apologize for the delayed response - can you please share the previous correspondence under the case # ********, and advise at which airport you filed the case? Did you receive a PIR (property irregularity report) from them? If so, I would need the number of that report.

  Regards, *******************

  Air India - **

  Customer Answer

  Date: 09/08/2023

  Case number ********

  Uploaded the copy of emails

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  AIr India is asking for information regarding my booking. The same are as follows:

   

  1. Booking PNR: ******

  2. Seats: 33 A, 33B, 33C, 33D 

  Could you share this information with the Air India representative so that they can continue with their investigation. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  ficantly compromised our comfort during the prolonged flight, as we were unable to adjust the seat angle to a more relaxed position. The inability to recline added to the overall discomfort and inconvenience experienced throughout the journey.The combination of these issues created an extremely unpleasant and uncomfortable experience for me and my family. This not only resulted in significant inconvenience but also violated the reasonable expectations and standards of service that Air India should uphold.I must emphasize that a 16-hour flight is already an arduous experience, and the absence of essential amenities further exacerbated the situation. As paying customers, we had expected a certain level of comfort, service, and functioning amenities, all of which were clearly not provided.Therefore, I kindly request BBB to help take up the issue with Air India to find a reasonable resolution.

  Business Response

  Date: 06/22/2023

  Dear *************************,

  I am sorry to hear of the discomfort suffered on your recent trip on Air India. Please let me know your ticket details, and seat number.

  Regards,

  *******************

  Air India - **

   

• Initial Complaint

  Date:05/30/2023

  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.

  Air India flight from *** to *****: May 23rd, 2023 Price paid for my tickets on Booking.com: $1797.97 I basically lost 36 hours of my trip due to this incompetence of Air India (12 hours outbound and 24 hours on return)WHAT I WANT: I want a complete refund of my tickets for the time loss and extreme trauma. DETAILED REPORT IN ATTACHED DOC:I have uploaded my detailed outline of my journey and also the proof my purchase.

• Initial Complaint

  Date:04/27/2023

  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.

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Air India has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/17/2023

  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.

  This complaint concerns the missing baggage for more than 2 months on our flight AI 183. On 28th January, 2023 I flew with Air India from ****** (***) to ************* (***). Upon arrival at my destination ***, my baggage was missing.At ***, I immediately submitted a claim for the missing luggage and it was confirmed by the Air India authorities at the airport that the baggage did not arrive at *** airport.Following are the details of the claim :Passenger Names: *************************, ******* *******************, ******* ******************* Flight Number: ** *** **** ****** Claim# : ********** I have attached a copy of the claim for your reference.I received my baggage after 2 months since filling the claim, I incurred expenses due to the delay in receiving my baggage. For this, I also demand compensation for the items for this inconvenience.I had Cash and my basic essentials to survive in ******* (Toiletries, Clothes, Footwear) worth more than 10000$. According to International agreements, I am entitled to compensation for these expenses and Air India has an obligation to pay such compensation. I repeatedly got assurance from Air India that they'll reimburse me for the expense and all invoices from my side have already been shared. It's been more than 2.5 months that I'm still waiting for the check.

• Initial Complaint

  Date:04/11/2023

  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 husband and I travelled from *** to *** on March 18th with Air India Issues Faced:1.Baggage Delayed - (see complaint attached)a.Off the [4] checked luggage received only [1] luggage at the belt; [1] delayed & received on March 29th, 2023. [2] still missing and today is Day23- b.The delayed baggage was broken & cant be used anymore- (see pic attached)2.Entertainment System was not working for the entire duration of a 16 hr flight, so flight experience was pathetic (see pic attached)3.Seat broken on a 16-hr. flight, causing back issues now and had to go to chiropractic sessions.(see pic attached)Reported issues 2 and 3 to Air India via email and got a response saying they are looking into the matter but since the last 2 weeks no response.All this can be forgiven but the lost baggage issue is a mental harassment. We called them several times (Ph:***************) to enquire about our lost baggage (which had stuff worth $10K- for which all receipts can be produced when asked) and every time we were told that they will update ** the next day as luggage can't be traced but never reverted back and ultimately we called again. This process went for 21 days and finally the representative asked ** why do we bother then calling for the same "stupid luggage" and are "we beggars pleading for the luggage". They refused to give ** any documents which can state that 2 luggages are lost. This is one of the most humiliating experience that me and my husband experienced.One of the bags had some stuff that was last memories of my father which no money can buy.All these were very time consuming and also the experience was sour and humiliating and left a scar within ** and a fear of flying with any luggage. We practically lost our whole vacation time trying to find these 2 luggages.

• Initial Complaint

  Date:04/11/2023

  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.

  This is with reference to my pending case (Case *********** and Ticket No: *** **********, Date of Travel: 12/19/2022) with Air India on their flight operating between *******, *** and *********, India. Air India has a policy that if reservation is cancelled within 24hours of making the reservation, it gets refunded to the full amount without any cancellation charges applied. On Dec 8, 2022, at the time of making the reservation over the phone with Air India customer care representative, I was assured by the representative that I would receive full refund (without any cancellation charges) if cancelled within 24 hours of making the reservation. Later, on Dec 9, 2022, within my 24hrs time window I called up Air India's customer care center to cancel the same reservation. This time, before asking the representative to cancel my reservation, I reconfirmed with the representative and she reassured me that the cancellation could be done with full amount refunded. That is why I went ahead and asked her to cancel this ticket. On 1st Jan, 2023, to my surprise, Air India processed only partial refund. They still owe me a significant amount of Rs *********. I have called them multiple times in last two months and this has not been given any heed. Every time I call their customer care center on ****************, they make me repeat the background and assure me that someone from back-end team will review the case including the call logs and get back to me within 24 hours. And no one from Air India cares to call back or help further. There has not been good response or help from their email id ************************************ either. Because of all this above stated facts and absolute unprofessional / unethical treatment from Air India, I have been frustrated and feel harassed. With this complaint, I hope I would get your attention to the matter and get your guidance on how this could be resolved with the airline.Sincerely,*********************

• Initial Complaint

  Date:04/04/2023

  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.

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