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Pratibha T   19 June 2024

Air india covid refund

Subject: Seeking Advice on Airline Refund Denial


Dear Sir,

I hope this message finds you well. I am seeking advice regarding a complex issue I am facing with Air India concerning a ticket refund.


  • Ticket Purchase: I purchased a ticket from Air India in March 2020 from Safdarjang Office in Delhi
  • Issue: Due to the sudden lockdown, I was stranded in Delhi and had to take a repatriation flight back to Canada, costing me $2900. and the $1800 airindia ticket refund that I purchased on March 21st 2020 is still not refunded I appreciate any insights or guidance you can provide. This situation has been particularly stressful due to the circumstances surrounding my travel, and your expertise would be invaluable in helping me navigate this issue.

Thank you in advance for your time and assistance.

Warm regards,


One such communication was:


Dear Sir/Ma'am,

I hope this message finds you well.

Thank you sincerely for your attention to this matter. Your assistance is greatly appreciated.

Attached, please find the inline email and PDFs of my communications with Air India.

Regrettably, despite my best efforts and numerous attempts (Twitter, e-commerce Air India, India reservation office Delhi, Air India Canada office etc), I have been unable to secure the much-needed refund. It's disheartening to mention that while I received my refund from Ukrainian Airlines within a month in 2020, the situation with Air India has been significantly challenging.

To provide context, I had to take a repatriation flight back to Canada worth $2900 after I was stranded in Delhi due to a sudden lockdown. Given my circumstances - with the passing of my parents in India - it has been particularly stressful to navigate this situation.

Finally, after considerable effort, I was able to send my physical credit card to a trusted friend who visited the office on my behalf. Additionally, it's important to note that there was never any notification of validity dates of refund in any communication from Air India.

I remain hopeful for a resolution and greatly value your support in resolving this matter.

Thank you once again for your time and consideration.

Warm regards, 




 4 Replies

T. Kalaiselvan, Advocate (Advocate)     19 June 2024

You can issue a legal notice to the Air India to their given address through your advocate and demand the amount with interest till this date and then escalate the matter through Ministry of civil aviation for further necessary action if the Air india is not responding

Pratibha T   19 June 2024

Thank you sir. Would you be able to recommend some lawyer, if you don't do it yourself? What kind of fee I can expect to pay for this? Thanks a lot for your response.

T. Kalaiselvan, Advocate (Advocate)     19 June 2024

This website is all India based wherein the lawyers of this forum are from all the parts of the country.

You can choose a lawyer of your choice who hails from your place and approach him/her to get your task completed on the terms of the chosen lawyer

1 Like

P. Venu (Advocate)     19 June 2024

In this context,  the Supreme Court had issued extensive instructions by its Judgment dated 1st October 2020 in Pravasi Legal Cell & Others vs. Union of India -

1. If a passenger has booked a ticket during the lockdown period (from 25th March, 2020 to 24th May, 2020)   for   travel   during   lockdown   period   and   the airline has received payment for booking of air ticket for travel during the same period, for both domestic and international air travel and the refund is sought by   the   passenger   against   that   booking   being cancelled, the airline shall refund the full amount collected   without   any   cancellation   charges.     The refund shall be made within a period of three weeks from the date of cancellation.

2. If the tickets have been booked during the lockdown period through a travel agent for a travel within the lockdown period, in all such cases full refund shall be given by the airlines immediately. On   such   refund,   the   amount   shall   be   passed   on immediately by the agent to the passengers.

3. Passengers who booked tickets at any period of time but for travel after 24th May, 2020 – refund of fares to the passengers covered under this category shall be governed by the provisions of Civil Aviation Requirements (CAR).

4. Even for international travel, when the tickets have   been   booked   on   an   Indian   carrier   and   the booking is ex­India, if the tickets have been booked during   the   lockdown   period   for   travel   within   the lockdown period, immediate refund shall be made.

5. If   the   tickets   are   booked   for   international travel on a foreign carrier and the booking is ex­India during   the   lockdown   period   for   travel   within   the lockdown period, full refund shall be given by the airlines   and   said   amount   shall   be   passed   on immediately   by   the   agent   to   the   passengers, wherever such tickets are booked through agents.  In all   other   cases   airline   shall   refund   the   collected amount to the passenger within a period of three weeks.

6. In all other cases, the airlines shall make all endeavours to refund the collected amount to the passenger within 15 days from today.  If on account of financial distress, any airline / airlines are not able to do so, they shall provide credit shell, equal to the   amount   of   fare   collected,   in   the   name   of passenger when the booking is done either directly by the passenger or through travel agent so as to consume the same on or before 31st March, 2021.  Itis open to the passenger either to utilize such credit shell   upto   31st  March,   2021   on   any   route   of   his choice or the passenger can transfer the credit shell to   any   person   including   the   travel   agent   through whom   he   /   she   has   booked   the   ticket   and   the airlines shall honour such a transfer. 

6.1. The credit shell issued in the name of the passenger shall be transferable which can be utilized upto   31st  March,   2021   and   the   concerned   airline shall   honour   such   a   transfer   by   devising   a mechanism to facilitate such a transfer.   It is also made clear that such credit shell can be utilized by the   concerned   agent   through   whom   the   ticket   is booked, for third party use.   It is also made clear that even in cases where credit shell is transferred to third party, same is to be utilized only through the agent who has booked the ticket at the first instance.

7. In   cases   where   passengers   have   purchased the   ticket   through   an   agent,   and   credit   shell   is issued in the name of passenger, such credit shell is to be utilized only through the agent who has booked the   ticket.     In   cases   where   tickets   are   booked through agent, credit shell as issued in the name of the passenger which is not utilized by 31st  March, 2021, refund of the fare collected shall be made to the same account from which account amount was received by the airline.

8. In all cases where credit shell is issued there shall be an incentive to compensate the passenger from the date of cancellation upto 30th June, 2020 inwhich event the credit shell shall be enhanced by 0.5% of the face value (the amount of fare collected) for every month or part thereof between the date of cancellation and 30th  June, 2020.   Thereafter the value of the credit shell shall be enhanced by 0.75% of the face value per month upto 31st March, 2021.

It is not known whether  you had sought the refund in terms of the Judgment. The Judgment could be accessed at

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