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 0091-44-40013001 or 0091-44-24301930. We will be more than happy to help you.

For flight suspensions due to Government notifications and restrictions imposed due to COVID-19 pandemic and policies with respect to Repatriation flights, please refer  COVID-19 Travel

Booking Queries

1. How do I book my flight?

   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 @ 0091-44-40013001

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

2. What is the maximum number of seats that I can book at a time?
   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. How can I book a seat for my infant?

   No,Seats cannot be booked for an infant.

4. My ticket was purchased from a travel agent. Can I change my itinerary on airindiaexpress.in?
   Yes, You can modify your booking under Manage my Booking’ section on our website www.airindiaexpress.in.
5. How can I pay for my ticket online?
   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 with the details of payment made.
6. Can I book tickets online with my credit card if I am not travelling myself?

   If you are making an online booking with your credit card, but you are not travelling, 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. Do I receive a ticket when I book a seat on an Air India Express flight?
   Air India Express issues Itinerary Receipts (ITRs) with payment details 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. Can I purchase an open-dated Air India Express ticket?
   No. All the chosen sectors must be booked for specific flights. Bookings are completed only when payment is made.
9. What do I do if I have to fly Air India Express within the next 24 hours?

   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 with the payment details 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. How do I pay for my booking?

    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. How do I check whether my payment was successful?

    If your payment was successful you would have received a copy of the Itinerary receipt with the payment details based on the mode of booking done. If you have not received the itinerary receipt, it is recommended that you access your booking record using the confirmation number displayed in the confirmation page through ‘Manage my Booking’ on www.airindiaexpress.in.

12. What should I do if I have not received my booking confirmation?

    For bookings made on our website, you should have received a copy of the receipt with the payment details at the email address you entered during booking. Please check your spam folder also, and if you still don't see your receipt, but recieved a debit from the bank, you can print or email it to yourself by accessing your booking record using the confirmation number displayed in the confirmation page through ‘Manage my Booking’ on www.airindiaexpress.in.

    You may also reach out to our 24x7 Call Centre team at 0091-44-40013001 or 0091-44-24301930 or write to customersupport@airindiaexpress.in who will be pleased to help you.

13. Can I change my reservation (date and time changes)?

    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 2500 or equivalent local currency per passenger per sector for international flights and INR 1100 or equivalent local currency per passenger per sector for domestic flights. 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.

14. How can I cancel my ticket and get a refund if there is a sudden change in travel plan?

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

15. Can I pre-select a seat of my choice?

    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.

16. Can I get a refund for a seat that has not been used?

    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.

17. Is an Air India Express booking valid for travel on other airlines?
    No, all the bookings are solely for travel on Air India Express. The ITR is non-endorsable to any other airline.
18. Is a return Ticket mandatory for travel to the UAE on a tourist Visa? If Yes, has it got to be on the same airline too?
    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.  The requirements are not exhaustive. Please check with the concerned government authorities of the respective countries prior your travel for the latest updates and required documentation.
19. Does Air India Express have any promotional fares?
    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. How much baggage can I check-in on Air India Express flights?

   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. What is the baggage acceptance policy at Dubai Airports?

   Effective, 1^st 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. Can I purchase extra baggage prior to my departure?

   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. Can I carry excess baggage?

   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. How much hand luggage (unchecked baggage) can I carry onboard Air India Express flights?

   Only 1 cabin baggage of maximum 7 kgs (including 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. In addition to the 07 Kg Hand Baggage each passenger shall be permitted an additional laptop carried in a laptop Bag.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.

6. What is the cabin baggage acceptance criteria?
   • 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.
   • For safe travel of passengers in relation to COVID-19, Bureau of Civil Aviation Security, India is now permitting passengers to carry 350 ml liquid sanitizer in the cabin baggage for travel within India and for outbound flights from India upto 12th August, 2020.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

7. Can I through check my baggage to another airline up to final destination?. 
   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.
8. What can’t I carry on board an Air India Express flight?

   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. What do I do if I lost my baggage when I travelled with Air India Express? Am I entitled to compensation?

   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. What is Air India Express' procedure for delayed flights?

   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. What is Air India Express's policy if a flight is cancelled?

   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. Am I entitled to a refund if I cancel my flight?

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

4. In the event that I miss my onward flight as a result of my first flight being delayed, will Air India Express put me on the next available flight or refund my ticket?

   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.

Travelling with infants, expectant mothers and travelers with special needs

1. How does Air India Express classify an infant, a child and an adult?

   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.

   The infant must be atleast 14 days old before air travel. All infants must be accompanied by an adult passenger in the ratio of one infant to one adult.

2. How do I book for an infant?
   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.

    

3. What should I do if I need special assistance?

   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.

4. What is Air India Express's policy regarding unaccompanied young passengers?

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

   Unaccompanied Minor bookings must be made only through Airport/ City office, any other booking method will require you to cancel and rebook it at the Airport/ City office again. For unaccompanied minors travelling to/ from Dubai, a charge will be levied for assistance rendered for the service. 

5. What is the procedure for Children below 12 years traveling international without their parent(s)?

   Children below age of 12 years traveling with anyone other than their parents will have to submit an Indian Embassy (Destination Point) attested letter stating so.This is a requirement of the Indian Emigration authorities when travelling international from India.

   The requirements are not exhaustive. Please check with the concerned government authorities of the respective countries prior your travel for the latest updates and required documentation.

6. What is the procedure for children and minors (18 years or below) travelling to UAE without their parent(s)?

   Effective 1^st 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) travelling 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.
   • For Unaccompanied minors (children travelling alone between the age of 5-16 years), a service fee is been levied if travelling to/ from Dubai.
   • The requirements are not exhaustive. Please check with the concerned government authorities of the respective countries prior your travel for the latest updates and required documentation.

    

7. What are the regulations for expectant mothers travelling on Air India Express?

   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 the attending Obstetrician certificate dated not more than 3 days prior to departure, 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.

8. Can I book for a wheelchair in advance?

   Yes, wheelchair can be booked in advance. Effective 23^rd 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.

9. What are the requirements to book a stretcher?

   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. 
10. How do I make a request for specific seats?

    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. Does Air India Express provide any food or drinks onboard?

   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. Can I Pre-book my on-board meal before my departure?

   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. What type of aircraft does Air India Express fly?

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

4. Does Air India Express offer any frequent flyer programs?

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

5. Do I need an "OK to Board" for UAE?

   Indian passport holders holding passport with ECR status and is travelling on Tourist Visa/ paper visas must get "OK to Board" message updated in their PNRs.

   The requirements are not exhaustive. Please check with the concerned government authorities of the respective countries prior your travel for the latest updates and required documentation.

6. What will happen to my booking if I do not get an API (Adavance Passenger Information) approval?

   A passenger who is required to have the API approval for travel and has not received it and thereby is unable to travel, the passenger will be offered a free date change in the next available flight. Fare difference, if any, may be applicable. 

7. What is the Qatar Visa on Arrival policy for Indian Nationals?

   Indians can obtain a visa on arrival for a maximum stay of 30 days in the State of Qatar

   • The passenger's passport must be valid for atleast 6 months from the date of arrival.
   • The passenger must have a confirmed return ticket.
   • The passenger must have a valid debit/ credit card (in the name of the traveler, for family's only for the paterfamilias).
   • Passengers should provide a confirmed hotel reservation.

   Passengers cannot apply to extend their stay for additional days.

   The requirements are not exhaustive. Please check with the concerned government authorities of the respective countries prior your travel for the latest updates and required documentation.

Web Check-In Queries

1. How can I web check in for my flights?

   Passengers can do their web check-in any time from 24 hours to 2 hours before the flight departure under “Web Check-In”. Web Check-in will allot only pre-reserved seats or available free of cost seats. To buy a seat visit Manage my Booking.

2. I have web checked in for my flight, when should I report to the airport for my Domestic flight?

   Domestic passengers will receive the Boarding Pass and could proceed for security check directly atleast 20 minutes prior departure.

   Passenger’s holding registered baggage must drop the baggage at the check-in counters atleast 45 minutes prior departure.

3. I have web checked in for my flight, when should I report to the airport for my International flight?

   International passengers will receive the confirmation slip to be presented at the airport check in counter along with the required travel documents to receive the Boarding Pass. You must be present at the check-in counter atleast 60 minutes prior departure.

4. Can I drop my check in baggage if I had already completed web check in?

   Yes. Checked in baggage must be dropped atleast 45 minutes prior departure for domestic and atleast 60 minutes prior departure for international flights.

   Checked in baggage will not be accepted after counter closure time.