The carrier added that as of today, an eligible refund request lodged on the Air India website will typically be processed by the airline within 2-3 days as the new Air India management is taking a significant effort on improving processes and systems, and employing technology, to turn around new refunds cases at a greater pace.
Acknowledging that refunds have been an issue for many airlines during the Covid-19 global pandemic and subsequent recovery, the erstwhile national carrier Air India has shared details of the steps it has taken to improve its capability and performance in this area.
Like all airlines, Air India was severely impacted by Covid-19 and, regrettably, many customers’ travel plans were affected. As one of many steps undertaken to better meet customer expectations and speedily address legacy issues post-privatisation, Air India said it has placed a high priority on clearing the backlog of refunds.
More than 2.5 lakh cases totalling in excess of INR 150 crore were processed in just the first few months after privatisation, informed the airline in a statement.
The carrier added that as of today, an eligible refund request lodged on the Air India website will typically be processed by the airline within 2-3 days as the new Air India management is taking a significant effort on improving processes and systems, and employing technology to turn around new refunds cases at a greater pace.
The aim of the collaboration is the exploration of Single Reactor HEFA Technology for Drop-in liquid Sustainable Aviation and Automotive Fuel (DILSAAF). The MOU also outlines the intent of the signatories to work together in a variety of other areas related to sustainable aviation.
However, subsequent processing by banks and/or credit card companies can add another two weeks before customers see the refund (less any fees deducted in accordance with the tickets’ conditions of sale) in their accounts since that process is beyond the airline’s control.
In the case of bookings made via travel agents, the refund is made to the travel agent who is then responsible for disbursing to the traveller.
Commenting on the development, Rajesh Dogra, Chief Customer Experience Officer and Global Head, Airport Operations, said, “At Air India, the customer is our topmost priority. The processing of a record number of pending refund cases is a testimony to the different teams coming together and addressing a key legacy issue in a comprehensive and effective manner. As part of our transformation, we are committed to bringing standardised structure across our functions which is critical for us to emerge as one of the world-class airline brands globally.”
