Air India has put clearing the backlog of refunds on high priority as one of the many steps it has taken to better meet customer expectations and expeditiously resolve post-privatization issues.
All the miseries of Air India have gone away as soon as Tata Group’s hands come. Air India has processed passenger refunds worth more than Rs 150 crore in just a few months after switching to the Tata Group. Let us tell you that on October 8 last year, the Tata Group won the bid for the purchase of Air India and on January 27, 2022, took full control of the airline. Since then, Air India has taken several steps to resolve the issues related to its legacy like stuck refunds etc. Along with this, the processing time for refund request was also reduced to 2-3 days.
Air India said in a statement that refunds have been a problem for many airlines during the global pandemic and its subsequent recovery. Therefore Air India is sharing the details of the steps taken to improve its capability and performance in this area. Like all airlines, Air India was also badly affected by Kovid-19 and the travel plans of many customers were affected.
150 crore refund process done in few months
Air India has put clearing the backlog of refunds on high priority as one of the many steps it has taken to better meet customer expectations and expeditiously resolve post-privatization issues. 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.
Efforts made to improve systems
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 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 testament to the coming together of various teams and resolving 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.