Overlay
Close

You are visiting a travel partner of www.airindia.in.

This website is owned and operated by a third party and not under the control of Air India.

You will be entering an agreement directly with our partner. All further communication shall be directed to the email address and/or phone number provided by our partner.

Your queries/claims, if any arising out of your usage of the said website, should be directed solely to the owner of the website and Air India shall not be responsible and/or liable in that regard.

Continue

FAQs

Refund / Cancelations / Rebooking

Q.

How do I apply for a ticket refund?

A.

You can submit a ticket for refund, which is either partially utilized or totally unutilized, within one year after expiry of the validity of the ticket. The refund would however be processed subject to the fare restrictions of the ticket. If the payment has been done in cash, a cheque with the refund amount is sent to the address as specified by the passenger. If the payment has been made by credit/debit card, then the amount is credited back to the same credit card account. The refund cannot be processed to an alternate card account. The transfer to any other card account if required would have to be requested by you to your card issuing bank only. If the payment is made by direct debit-bank transfer, the amount would be credited back to the same bank account that it was debited from.

Top
Q.

How long can I expect to wait for my refund to be processed?

A.

In normal circumstances a refund is processed almost immediately.However, in case of a credit card bank transfer, it takes a minimum of twenty days.

Top
Q.

How do I rebook or cancel bookings made online on the Air India website?

A.

Once you make your reservation online you can make use of the "My Booking" section to modify or cancel your reservation for only fully unutilized tickets. The link to the "My Booking" section can be accessed from the homepage of the Air India websitewww.airindia.in.

The modification/cancellation request for bookings made online will be processed automatically through the Internet Booking Engine. Any refund due will be done through the system in accordance with the applicable modification/cancellation rules.

In case of rebooking, a fare difference may be payable for the change, as per the fare applicable for the rebooked date, in addition to any rebooking fees/charges. Any additional charges or fare difference for the modified reservation can be paid through any of the payment modes mentioned above, however it is advisable to use the same payment mode/card as used for original reservation.

Please note that if a booking is modified or cancelled with the call centre/reservations office or if it is partly utilised, it cannot be further modified or cancelled online.

Further online modification or cancellation of a single PNR that have multiple passengers booked on it, will result in modification or cancellation of all the booked passengers and is not possible to cancel one passenger from a multi passenger booking. You would have to contact the call centre for such cancelations or rebooking.

Kindly send an email to ecommerce@airindia.in in the following circumstances:

  • If you are unable to access the "My Booking" section due to an error or if the fare rule does not permit the refund or in case of involuntary refunds/modifications
  • For any online booking clarifications/queries/ non receipt of refund.

Refund against tickets purchased through credit/debit cards will be only in accordance with credit/debit card refund procedures. Please note that cancellation and refund rules differ for different fare types and the same are displayed in the 'View Fare Rules' link on the Flight And Fare Options page of the Select tab.

If the booking has not been made online, please contact any AIR INDIA office to make changes or cancel your reservation. Tickets will be refunded by the ticket issuing office only. The refund of a ticket issued by a Travel Agent will be processed by the issuing Travel Agent only.

Note: Passengers holding open tickets (issued across Air India counters/travel agents) should contact the nearest Air India office/travel agent for endorsing the tickets fortravel. Bookings cannot be made online using existing open tickets.

Effective 01JUL12, as per directives of the Central Government of India a service tax will be applicable on all related collections which are part of transport of passenger by air. A service tax of 4.944% would be payable on the rebooking and cancelation/refund fees & charges.

These charges are included in the charges displayed to you in the rebooking/cancelation policy displayed in the View fare rules.

Top
Q.

If I have been downgraded on my flight, do I qualify for a refund?

A.

Yes In case of involuntary downgrading, due to a change in aircraft, after completion of travel, you need to send the ticket jacket with the boarding cards to the Refunds section and as per the applicable fare rule a refund will be processed. In case of a downgrade and if you are transferred to any other airline the case is treated as a ‘transportation credit’ where a message has to be sent to the respective airline, our Central accounts and the IATA billing section, and only then is the refund processed. The ticket copy and the boarding card also need to be sent for this refund.

Top
Q.

If a member of my family is taken ill and I no longer wish to travel due to this, am I entitled to a refund?

A.

Yes If a member of the family has taken ill and the ticket remains un-utilized then the refund is processed as per the fare rules governing the fare.

Top
Q.

If my ticket is past the date of travel, can I still apply for a refund?

A.

Yes A refund can be applied for, within one year after expiry of the ticket validity.

Top
Q.

If I have used only part of my ticket, am I entitled to a refund on the unused sector(s)?

A.

In case of partial refunds, the applicable one way fare and taxes for the utilized sector of travel and the cancellation/ refund charges are deducted and the balance amount is refunded.

However in case of certain highly discounted fares, partially utilized tickets are non refundable. You will need to check the rules of the fare at the time of making the reservation.

Top
Q.

Can I make changes to my booking after I have purchased a ticket?

A.

For bookings made online on our website www.airindia.in, please visit the "My Booking" section under "Manage your trip" to cancel or make the changes in your reservation. You can also rebook or cancel your flight by contacting the local Air India reservations office or by sending an email toecommerce@airindia.in

However, our Call Centers, Airport and City offices would be able to help you in making changes to your itinerary, irrespective from where you purchased the ticket.

If you wish to change any of the details of your booking e.g. date and time, you must inform us of your changes prior to the scheduled departure of your flight to avoid any no show charges if applicable. Changes to your booking may incur a rebooking fee depending on the applicable fare rule.

Top
Q.

What do you mean by Fare Conditions?

A.

All air tickets are governed by fare conditions and they determine the price of the ticket. Depending on the fare conditions the fares tend to vary. The most flexible fares have the least restrictions attached to it and are more expensive. It is very essential to know the most common conditions:

  • Whether the ticket is refundable and the charges related to it
  • Whether the ticket dates/flight can be changed and the charges related to it
  • Whether there is no show charges related to it

Be sure to ask the booking agent about the fare conditions related to the fare/flights that you are purchasing. If you are making the booking online, you may view the restrictions when you click on the "View Fare Rules” link on the fare display page

Top
Close

You are visiting a travel partner of www.airindia.in.

This website is owned and operated by a third party and not under the control of Air India.

You will be entering an agreement directly with our partner. All further communication shall be directed to the email address and/or phone number provided by our partner.

Your queries/claims, if any arising out of your usage of the said website, should be directed solely to the owner of the website and Air India shall not be responsible and/or liable in that regard.

Continue

Close

Urgent Updates

Dear Flying Returns member and patron of Air India,

Please accept our profound and sincere apologies if you have faced any problems since 01 December 2015, while trying to redeem miles from your FFP account. We have made a few changes and would like to explain and also clarify why we did not issue an alert in advance.

While it has been our privilege to be the airline of your choice and to cater to your air travel needs, for the likes of you, we are also the "depository" of the FFP miles you earn and accrue when you fly on us. As the custodian bank of these Air India Flying Returns Miles it is our twin responsibility to safe guard them / prevent misuse and also provide you with best returns or optimize value upon redemption.

Since joining Star Alliance in July 2014, wherein our members can earn and burn FR miles on a buffet of 27 other airlines, our daily enrolment of new - fresh members has grown from few hundreds per day to more than a 1000 per day in past few months. While we welcome this spurt in patronage and membership, it has come with certain unforeseen challenges, which we are attempting to address.

On the one hand we have received many inputs and feedback from concerned & esteemed members who have engaged with us on a proactive basis, to simplify and make the FFP program more attractive; but on the other hand we have also experienced increase in fraud / ghost FFP accounts and misuse of our FFP program - both of which have prompted us to make some structural changes to the Air India FFP program which are intended to not only improve the Flying Returns program but to also make it more secure for our members.

We are also concerned about the incidence of lost miles or retro credit requests for lost or missing miles, which is either due to name mismatch, wrong or incomplete names & initials, FFP number missing in PNR while making booking, and a host of other plausible reasons.

When we have dispatched by speed post (within India) the membership kits and cards along with upgrade vouchers for tier members, we have had a very high incidence of RTS or "return to sender". Same is the case with kits sent on our flights for dispatch (by courier) in foreign countries by our offices abroad. It is a double whammy with members complaining of non-receipt of not just card and kits but also emailers and statements on a regular basis.

To address these issues, as the custodian of your FR Miles, Air India has introduced some security features in the program to verify the fidelity of the member data and update the profile of all our existing members - akin to the KYC process adopted by Banks in India some time back.

Till this process is completed, all members shall be able to accrue or earn miles normally, but to be able to redeem miles, each member is first required to undergo the KYC process and requested to

  • Log in to the FR Account thru the Flying Returns website www.flyingreturns.co.in
  • Fill up all personal particulars, which are valid currently, except Name & date of birth in the FFP member profile.
  • Ensure that you use a unique Cell phone Number and Unique Email ID, on which OTP shall be sent now and subsequently flight related alerts and statements shall be sent. If two different accounts have the same mobile Phone number or same Email ID, the system will not accept it. We have multiple cases of FFP accounts with different names, but created against one email ID and one phone number.
  • Once you generate a pair of OTP which you will receive one each on your email and cell phone, please upload a self-attested copy of only any ONE Govt. issued photo ID preferably Passport (in absence of a passport Aadhar / PAN Card / Voter ID) and a proof of the current and valid address.

Please ensure the name in the profile matches that on the passport (or other Govt. issued ID) that is uploaded. Name mismatch would result in loss / missing miles and other avoidable glitches. In case your membership profile has your first name as initial or one alphabet & in contrast the Passport has your full name, then you need to email a request to the member service centre along with your ID proof & mother's maiden name to first change the name on your profile to match the passport - so that you can do the KYC.

Once you have done this, Air India shall verify and activate your account so that you are able to redeem your miles. This may take some time due to the high volume of transactions in queue and the slowing down of the system.

In case you are getting error responses, please peruse the following Do's and Don'ts -

Do's

  • Do use only your own Email and Cell Phone number, which is in your possession for normal use.
  • Do change the Cell number and email in the profile if they are not with you, before requesting for OTP.
  • Do upload any one and only Id document & only one latest address proof, preferably in PDF which will fit 400 MB size.
  • Do upload only the passport as Id if you travel international sectors.

Don'ts

  • Do not use the phone numbers & email of your travel agent or secretary.
  • Do not upload more than one or multiple Id like Passport plus PAN plus Aadhar as it will then exceed 400 MB.
  • Do not upload Utility Bill, which is older than 2 months.
  • Do not generate multiple OTP as that will result in non-verification with OTP being open. One OTP generated is valid for 10 minutes.

On receiving feedback about inability or difficulty in uploading documents, we found out that many members did not perform the second step of clicking upload after first step of selecting document. Hence we have now made it one step and as soon as member selects, the document is uploaded. This has now resulted in members uploading multiple or more than one document, whereas only one ID and one address proof is required.

Non-receipt of one time password (OTP) is likely to happen if the email or mobile number is associated with another member account.

In many instances members have generated more than one pair/set of OTP, sometimes 4 or 5 sets of OTP and have used the email OTP of one and the Cell phone OTP of another to try and activate the account - which will reflect as pending or OTP not verified. We are working on resolving this glitch and hope to do that soon.

In the meanwhile, we would humbly and earnestly exhort you to please bear with us, if there is a delay on account of system error or in verification - while these changes take place. Once this is done, your patience shall enable you to avail enhanced benefits of the Frequent Flyer program and make this wait and updation of profile data by existing members worth the while.

Some of these changes, which members can take advantage of are enumerated below:-

  • Removal of YQ (Fuel Surcharge) till now paid in cash on international Award redemption tickets on Air India flights & its replacement with additional miles.
  • Enabling Child Enrolment (02 to 12 years age).
  • Enhanced web bonus for Business Class Cabin & International journeys.
  • Simplified Table of Miles Accrual & Redemption on Air India flights which have been clubbed/bundled in ten strata (each for domestic & international).
  • Instant generation of downloadable / printable "Virtual" membership card upon enrolment or tier status change.

For those of you who have certain FR Miles expiring on 31st December 2015, and the past 10 days have been a frustrating period with KYC norms resulting in delay or inability to redeem miles, we would like to compensate you by extending the validity or permitting use - redemption of these miles by 2 months to 29th February 2016 for getting the tickets issued.

In the next few weeks, possibly first quarter of 2016, we are intending to deliver the following changes and developments for our FR members:-

  • A new simplified Star Award chart of 7 global zones, and 4 mileage based sub zones in each global zone, with attractive levels. Viz. in the zone comprising USA, only 5000 FR miles required for redemption on sectors less than 500 KM like New York to Washington or San Francisco to Los Angeles.
  • On-line Retro or Requests for credit of lost & missing miles.
  • Online upgrade with miles on Air India & Star Alliance flights (SAUA).
  • Family Pooling with (one degree of separation) children and parents in addition to spouse.
  • Zone base Accrual & Redemption of Miles.

It has been 10 days since above mentioned planned changes including KYC have been introduced and we have been receiving feedback as well as complaints, with the major one being why prior intimation or advisory was not issued to alert FR members of the changes contemplated and many members were caught unawares or taken by surprise.

This was done to pre-empt any mass redemption of miles from ghost / fraud / shell accounts by unscrupulous elements. Miles in FFP account are as good as Money in Bank.

We look forward to your continued patronage of the National Carrier while we endeavour to make Flying Returns Programme user friendly and safe and secure.

Thanking you once again for your patronage and requesting you to kindly bear with us,

Assuring you of our best intentions and services always,

Sincerely,
The Flying Returns team of Air India.

Continue

Back to Top
Rate this site