FAQs

FAQs

Need any help with booking, modification, cancellation or any other service? Browse through our FAQs for the answers to your queries.

Should you still have questions, please reach out to our customer care team at +91-44-40013001 or +91-44-24301930. We will be more than happy to help you.

Booking Queries

  1. You can make a new booking by any of the following methods 

    • Buy a seat Online at www.airindiaexpress.in
    • Walk into any of Air India Express' airport or city offices to purchase over the counter.
    • Visit one of our approved Travel Agents.
    • You can also book through our 24x7 Call Centre @ +91-44-40013001

    Once your payment has been made, you will be issued an Itinerary Receipt for your reference.

  2. You can book up to nine passengers in a single booking, including adults and children. For group bookings please contact us, as the specific terms vary from time to time.
  3. Booking an infant seat can be done through our contact centre or Air India Express overseas offices by requesting to make the booking under child category.

  4. Yes, You can modify your booking under Manage my Booking’ section on our website www.airindiaexpress.in.
  5. You can use a credit card, debit card or Net Banking. Once the payment is done successfully, you will receive the itinerary receipt by mail.
  6. If you are making an online booking with your credit card, but you are not traveling, then the passenger for whom you booked the ticket must carry the following:

    • A photocopy of both sides of the card, which has to be self-attested by the card holder authorizing the use of the credit card for the purchase of the ticket. Please strike out the CVV numbers on the copy of the card.
    • The photocopy should contain the name of the passenger, the date of journey, and the sector on which the journey is made.
    The aforesaid document should be produced at the time of check-in. If a passenger fails to comply with this condition, we reserve the right to deny boarding and cancel his/her ticket(s).
  7. Air India Express issues Itinerary Receipts (ITRs) instead of conventional tickets. The itinerary receipt  is available online for web-based bookings. Customers can get their ITRs mailed to their registered e-mail id. When booked through the Airline's Office or Travel Agent, the ITR will be handed over to you by the Airline Office or the Travel Agent once the payment has been made for the booking.
  8. No. All the chosen sectors must be booked for specific flights. Bookings are completed only when payment is made.
  9. Should you need to travel within the next 24 hours then - Bookings can be made up to 3 hours prior to flight departure through Travel Agent or Contact Centre or website www.airindiaexpress.in It may be noted that Check-in counters close 60 minutes prior to flight departure.

    However, booking through our Airport ticketing office or City office is permissible until the check-in counter closes.

    Once your payment has been made, you will be issued a PNR Number and an Itinerary receipt that will be sent to your mail ID or handed over to you at the airport/ airline office or by the travel agent for your reference. Please carry this receipt with you when you report for the flight.

    A soft copy of the Itinerary Receipt or AI e-ticket in case of code share flights are also accepted when you report for check-in to a flight.

  10. There are four ways to pay for your Air India Express booking:

    • Online booking we accept: i) Credit/Debit cards ii) Net Banking.
    • Booking at Air India Express City or Airport offices we accept: i) Cash ii) Credit/Debit cards.
    • Booking through our 24x7 Contact center we accept :i) Credit/Debit cards ii) Payzapp 
    • Booking with Air India Express’ approved travel agents, kindly refer to the individual agent for details.

    Please ensure that the name, address and other details entered at the payment page match with the credit card credentials issued by the bank.

    In India, to make online transactions safer, the RBI has made it mandatory for all online transactions to have an extra level of authentication. The extra level is a password/OTP that you will have to enter after entering your credit card details while making online payments. You will require this extra password for transacting on any website. This new technology is called VbyV (Verified by Visa) or MSC (MasterCard SecureCode). Please ensure that your card is enrolled in the 3D Secure service such as VbyV or MSC for online payments. Please contact the card issuing bank for further details.

  11. For bookings made on our website, you should have received a copy of the receipt at the email address you entered during booking. You will need to show the  soft or hard copy of ITR/e-ticket  to gain access to the airport and for check-in. You can print or email it through ‘Manage my Booking’.

    Please check your spam folder also, and if you still don't see your receipt, please reach out to our 24x7 Call Centre team at +91-44-40013001 or +91-44-24301930

  12. Yes, reservations can be changed or modified through ‘Manage my Booking’ option on our website. If you have made the booking through a travel agent you can get your itinerary changed through that particular travel agent/ through Air India Express website/ by contacting the call centre.

    Changes to the  date and/or time of your travel, are permitted upto 12 hours before the scheduled departure time of your flight. Changes to your booking will attract a fee of INR 1100 or equivalent local currency per passenger per sector. Additionally, the passenger will have to pay the difference in fare, if the new fare is greater than the ticketed fare.

    However, if the new base fare is less than the ticketed base fare, the difference in amount will not be refunded.

    Travel agents are granted access only to the bookings made through their outlets. Our City/ Reservation offices and Airport offices/ Call Centre would be pleased to help you in making changes in your itinerary, irrespective of from where you purchased the ticket.

  13. Cancellation and refund is permissible. It will be based on the cancellation and refund policy.

  14. Seat selection is offered on most flights. You can select a seat of your choice while making your booking or purchase it later from ‘Express Extras’.

    Please view our Terms & Conditions under ‘Booking of Seats’ for applicable charges.

  15. All seat charges are non-refundable on cancellations and non-transferable on modifications. Please refer to Air India Express' cancellation and refund policy for more details.

  16. No, all the bookings are solely for travel on Air India Express. The ITR is non-endorsable to any other airline.
  17. Passenger should be holding a RETURN TICKET on any carrier, valid for travel within the window of VISA validity. This is mandatory for all passengers arriving into UAE EXCEPT RESIDENT/ EMPLOYMENT VISA holders.
  18. From time to time Air India Express may have promotional fares with different conditions for cancellations/ Re-booking/ refunds etc. Please view the terms and conditions before making your booking

Baggage Queries

  1. Each passenger, including infants can carry free baggage depending on the destination (subject to airline regulations). From time to time, Air India Express may offer tiered fares with 20/30/40 kgs free baggage allowance on selected destinations based on seasonal trends.

    GULF to INDIA: 20/30/40 Kgs (Based on the fare purchased)

    INDIA to GULF: 20 Kgs

    SINGAPORE to INDIA: 20/30 Kgs

    INDIA to other International Destinations: 20 Kgs

    Domestic flights: 25 Kgs

    Checked-in baggage in excess of free allowance is subject to excess baggage charges and space availability on the aircraft (unless otherwise specified). Infants are entitled for 10 kgs of free baggage (Including 7 kg hand baggage if any). The sum of the 3 dimensions (length + breadth + height) must not exceed 62 inches or 158 centimeters for each piece of Baggage. Carriage of baggage is subject to the regulations of the airline.

  2. Effective, 1st April, 2018, a fee of 45 AED will be charged at the Dubai Airport for all Out of Gauge (OOG) baggage.

    Non-Conveyable Baggage Items:

    • Baggage that does not meet the minimum dimension i.e. 30cmX30cmsX7.5cms
    • Baggage that exceeds 75cms in any one of the sides or a baggage with sum of linear dimensions exceeding 158cms (Length+ Breath + Height).
    • Baggage meeting the dimensional requirements but weighing less than 2 KG.
    • Baggage that are fragile, do not have at least one flat surface or that can damage or slow down the baggage system.
    • All TV’s, flat panel displays (maximum permitted screen size - 43 inches).
    • Bags / Backpacks / Sport bags that have loose straps or handles that cannot be removed, secured or stowed.
    • Damaged Baggage Items or baggage items presented as bundles secured by rope.
    • Golf bags.

    Non-Conveyable Baggage in Boxes:

    Non-conveyable baggage items will not be accepted at the check-in desk. Box packing of non-conveyable baggage services have been provided within the terminal check-in area. Non-conveyable items are to be placed and secured into boxes prior to being checked in.

    Boxing must be used for all of the following items:

    • All baggage items that does conform to the dimensional and weight restrictions but is irregular in shape or does not have at least one flat surface.
    • Sports Bags and backpacks that have long handles / straps that cannot be removed or stowed within the bag.
    • Garment Bags, used to carry suits, dresses, etc.
    • Child Car Seats – placed and secured in a box.
    • Items in Plastic Bags – Place into a box.
  3. In order to facilitate hassle-free carriage of excess baggage, Air India Express provides advance purchase of pre-booked excess baggage in two slabs VIZ 5KG & 10KG, the price for which, varies based on routes and seasonality. The same can also be purchased in advance from our city offices/contact centre/website www.airindiaexpress.in under ‘Express Extras’ or travel agents.

    *Due to payload constraints on some flights, the sale of excess baggage online is on first come first serve basis.

  4. Based on the payload available, excess baggage may be accepted at the time of check in. You shall pay a charge for the carriage of that excess baggage at the prevailing rates (these rates may be changed or varied at any time and from time to time. It will be available from us upon request and are available at our check-in counters).

  5. Only 1 cabin baggage of maximum 7 kgs (including laptop and duty free shopping bags) with overall dimensions not exceeding 115 cms (L+W+H) is allowed to be carried onboard per passenger, free of cost. Such baggage must fit under the seat in front of you or in an enclosed storage compartment in the cabin. If your hand luggage exceeds the stated limits, it will have to be checked in.

    In the event that your total checked-in baggage exceeds the free allowance, an excess baggage charge will be incurred. Items determined by us to be of excessive weight or size or of an offensive nature will not be permitted on board. It is recommended that all valuable articles are only carried in your hand luggage.

    • Contours are available at all airports to check the dimensions of your carry-on baggage. In case your carry-on baggage exceeds the specifications, you will be requested to check-in your bag.
    • Carry-on baggage is accepted in the cabin subject to availability of space in the overhead bin.
    • Restricted stowage space is also available under the seat in front of you. In case there is no space available in the aircraft to stow hand baggage, we will need to remove and load the same in the baggage hold as per safety regulations.
    • Please ensure the containers carrying liquids like gels, alcohol, liquids, creams and lotions must not exceed 100 ml in volume.
    • Weapons, potential weapons, imitation/ replica weapons, pointed, sharp or blunt items (e.g. scissors, pocket knives, baseball bats) and all other dangerous goods are not allowed in hand baggage.
    • All personal motorized transportation devices using Lithium-ion batteries, including, and similar to hover-boards, Segways, Airwheels, Solowheels, Mini-Segway, balance wheels, self-balancing boards, balance gliders are prohibited for transportation as check-in or carry-on baggage.

          The following items shall only be carried in the cabin and not as checked in baggage:

    Portable oxygen concentrators, spare batteries (lithium metal, lithium ion), power banks etc

  6. No. As Air India Express is a point to point carrier, baggage is booked only for IX sector and not beyond. Baggage must be collected at IX destination.Through check in of baggage will be done for codeshare flights.
  7. For safety and security reasons, you’re prohibited from carrying the following items in your cabin baggage:

    • Dry cell batteries
    • Knives
    • Scissors
    • Sharp instruments
    • Tools
    • Compressed gases: deeply refrigerated, flammable, non-flammable and poisonous such as butane oxygen, liquid nitrogen, aqualung cylinders and compressed gas cylinders
    • Corrosives such as acids, alkalis, mercury and wet cell batteries and apparatus containing mercury
    • Explosives, munitions, fireworks and flares, ammunition including blank cartridges handguns, fireworks, pistol caps, and their toy replicates
    • Flammable liquids and solids such as lighter refills, lighter fuel, matches, paints, thinners, fire-lighters, lighters that need inverting before ignition, radioactive material, briefcases and attaché case with installed alarm devices.
    • Oxidizing materials such as bleaching powder and peroxides.
    • Poisons and infectious substances such as insecticides, weed-killers and live virus materials.
    • Anything that possesses and/or is capable of possessing and/or emitting a conspicuous and/or offensive odor.
    • Other dangerous articles such as magnetized materials, offensive or irritating
    • You are permitted to carry small quantities of liquid items/gels/pastes/medicines/toiletries in clear, transparent, re-sealable, litre-sized plastic bags. However, all these items will be subject to all security checks and screening.

Lost Baggage & Refunds

  1. In the event of loss or damage to baggage, the airline's liability is limited to SDR 17 (or equivalent local currency) per kilo of checked-in baggage, provided, loss of baggage has been reported to the airline, prior to leaving the customs enclosure and if not traced after 21 days.

Delays and Cancellation of Flights

  1. In the event of a delayed flight, every effort is made to contact passengers in advance to inform them of the rescheduled departure. Passengers are requested to provide their local mobile number & Email ID in order to advise them regarding delays.

    It is our endeavor to send a SMS and/or email to the details provided at the time of booking.

    In the event where Air India Express flight is delayed beyound 3 hours, we at our discretion will give the option where:

    • Passengers can be transferred to the next available Air India Express flight without any additional charges subject to seats being available.
    • Passengers opting not to travel in the next available option can avail a full refund.

     

  2. Air India Express has 2 options available to passengers in the event that a flight is cancelled.

    • Passengers can be transferred to the next available Air India Express flight without any additional charges subject to seats being available.
    • Passengers opting not to travel in the next available option can avail a full refund.

     

  3. Please refer to Air India Express' cancellation and refund policy.

  4. No, Air India Express operates on a point-to-point basis and will not be held responsible for the mis-connection of the onward journey.

Traveling with infants, expectant mothers and travelers with special needs

  1. An infant is one who is below 2 years of age on the day of departure, a passenger is classified as child if she/he is between 2 and 12 years of age on the day of departure and an adult is anyone over the age of 12 years. All infants must be accompanied by an adult passenger in the ratio of one infant to one adult.

    1. The same procedure has to be applied as is applicable for booking an adult.
    2. Infant must be booked with the accompanying adult. 
    3. The date of birth has to be filled in while making the booking.

     

  2. Should you require any special services while you travel with Air India Express, please call our reservation offices or contact centre and inform our staff of your requirements. They will guide you on the procedure.

  3. Air India Express will accept unaccompanied minor between 5 years and 16 years of age. Kindly contact the nearest Air India Express City Office to make a reservation for an unaccompanied Minor as there are certain formalities to be completed. 

  4. Effective 1st June, 2018, General Directorate of Residency and Foreigners Affairs-Dubai (Immigration) has notified the implementation of the following procedure with regard to children & minors (18 years or below) traveling to UAE without their parent(s).

    • All minors (18 years and below) would need to have an authorization form filled from their parents with relevant details of their address abroad and in the UAE and information about who would be receiving them in the UAE (in case they are not travelling with a parent(s).
    • In case the minor is travelling with another family member, an authorization letter from the parent(s) or the guardians is still required.
    • The minor would indeed be deported if UAE/ Indian Immigration suspect an illegal activity and the information provided are not sufficient to address that. In which case, the normal INAD process and subsequent fines would be applied.
  5. Expectant mothers may travel up to (including) 27 weeks of their pregnancy. They will be accepted between 28 to 35 weeks if they are in possession of a doctor's certificate confirming the stage of their pregnancy and stating that they are fit to fly. Expectant mothers above their 36 weeks will not be allowed to fly on Air India Express.

  6. Yes, wheelchair can be booked in advance. Effective 23rd April 2018, passengers who wish to avail wheelchairs will have to book it though our 24*7 contact centre or our city offices.

    The wheelchair facility at Dubai, Abu Dhabi, Sharjah, Damam, Riyadh, Bahrain, Al Ain and Ras Al Khaimah will be chargeable as the same is charged to Air India Express.

    Where charges are not borne by Air India Express at other stations, the wheelchair facility will be provided at no extra charge to the passengers.

  7. Passengers who are completely immobile and unable to sit may request for an onboard stretcher. The ambulift facility at Dubai, Abu Dhabi, Sharjah, Ras Al Khaimah, Al Ain, Riyadh, Dammam, Bahrain, Salalah, Muscat and Doha will be chargeable (excluding wheelchair charges) as the same is charged to Air India Express.

    • Passenger must be accompanied by an able-bodied escort.
    • Requests must be made through your travel agent, Air India Express or Ticket Office, at least 48 hours before the flight.
    • A Medical Information Form (MEDIF) signed by a registered and signed by a medical practitioner should be submitted before 72 hours of departure. 
  8. Specific seats can be reserved in advance either at the time of booking or even after having made a booking by paying a nominal charge (atleast 24 hours prior the departure). Please view our Terms & Conditions under ‘Seating’ for applicable charges. It is best to reserve a seat of your choice in advance to have a more comfortable journey.

General FAQ

  1. Air India Express offers pre-set meals varying from hot meals to wholesome snacks to fresh cut fruits (in addition to soft beverages/ tea/ coffee) which can be purchased in advance. We also provide free complimentary snack box with tea/ coffee.

  2. You can pre-book your on-board meal 24 hours prior to the departure of your flight.

    We offer a varied range of mouth-watering delicacies to satisfy your hunger pangs. You can book your meals from our ‘Express Café’ option under ‘Express Extras’ by simply selecting it from our web menu during the booking process or anytime later by using the ‘Manage my Booking’ option on www.airindiaexpress.in and purchase the same. The Selected Meal is in lieu of the Complimentary Meal. The special meals have been priced after discounting the cost of the Complimentary Meal.

    Note: Meals will be served along with Bottled Water & Tea/Coffee.

    *Currently this is offered in most of the flights in India, select flights from Dubai, Muscat, Doha, Ras Al Khaimah, Al Ain, Kuwait, Bahrain, Damam and Riyadh.

  3. Air India Express operates B737-800 new generation aircrafts in an all economy version.

  4. No, Air India Express does not offer a frequent flyer program

  5. The "OK to Board" for UAE has been discontinued for passengers with Indian passports; EXCEPT for passengers holding passport with ECR status and travelling on Tourist Visa/ paper visas.