Air India processed 150 crore refunds, processing time also reduced in a few months after Tata’s

Air India has processed passenger refunds worth more than Rs 150 crore in the first few months after the privatization of the Tata Group. The company has given this information by issuing a statement. On October 8 last year, the Tata Group won the bid for the purchase of Air India and took full control of the airline on January 27, 2022. Since then, Air India has taken several steps to resolve its legacy related issues like stranded refunds etc. The processing time for refund request has also been reduced to 2-3 days.

Air India has said in the statement that we recognize that refunds have been a problem for many airlines during the global pandemic and subsequent recovery. Therefore Air India is sharing the details of the steps taken to improve its capability and performance in this area. It further said that like all airlines, Air India was also badly affected by Kovid-19 and sadly, the travel plans of many customers were affected. As one of the many steps taken to better meet customer expectations and expeditiously resolve post privatization issues, Air India has put clearing the backlog of refunds on high priority. In the first few months after privatization, refunds of over 2.5 lakh cases totaling Rs 150 crore were processed. In this way the entire backlog of more than 2.5 lakh COVID-19 refunds has been processed successfully.

What Company Bid at Turnaround Time

Since privatization, significant efforts have been made to improve processes and systems and employ technology so that new refund cases can be dealt with more expeditiously. An eligible refund request registered on Air India website as on date will normally be processed by the airline within 2-3 days. Subsequent processing by banks and/or credit card companies is beyond the airline’s control and may add up to two more weeks to the period before refunds show up in customers’ accounts. In case of bookings made through travel agents, the refund is made to the travel agent and he is responsible for making the payment to the traveller.

‘Customer is our top priority’

Rajesh Dogra, Chief Customer Experience Officer and Global Head, Airport Operations, Air India, says that the customer is our top priority at Air India. The processing of a record number of pending refund cases is a testimony to the coming together of various teams and to resolve a major legacy issue in a comprehensive and effective manner. As part of our transformation, we are committed to bring in a standardized structure in our operations, which is critical for us to emerge as one of the world class airline brands globally.

Dogra further said that any person whose refund is yet to be received from Air India can visit our website. You can provide the details through the ‘Old Pending Refund Link’ on the home page of This link is specially created to find out if there is any outstanding old pending refund case.

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