A passenger traveling from Riyadh to Cochin is questioning the integrity of Air India Express after being promised a full refund for a flight delay, only to receive ₹10,000 less than the amount paid.
The traveler had originally booked the flight for ₹14,000 but changed the travel date twice, each time paying a higher fare. After factoring in baggage fees and add-ons, the total came to ₹30,109. When the flight was delayed by over three hours, Air India Express offered what it called a full refund. But when the passenger accepted, only ₹20,000 was returned.
The confusion lies in what the airline means by “full refund.” In this case, it appears the airline excluded not just the fare differences from rescheduling, but also baggage and add-on fees. The passenger says he was not told at the time that any of these charges would be deducted.
It is hard to see how this qualifies as a full refund in any meaningful sense. If passengers are promised a refund due to a delay, they should reasonably expect every rupee returned unless explicitly told otherwise. Airlines cannot expect customers to interpret their fine print in the middle of a disrupted travel experience.
The passenger is now considering escalating the issue to AirSewa or the Ministry of Civil Aviation, asking whether this is standard practice or an isolated oversight.
If airlines want to rebuild public trust, clarity and fairness around compensation are a good place to start. Until then, passengers like this one will keep paying for promises that fall short.
