Air India: Book Flight Tickets

I have had terrible experiences when trying to book tickets online via Air India full website let alone the mobile app. This time I was able to book tickets via mobile app with just one error (which was at the last step of making payment and forced me to repeat the whole process all over). I am still giving 5-stars to AI because I had such a low expectation from AI (in terms of digital experience) so being able to successfully book a ticket online was nothing short of a miracle given your history. Well done! Keep trying.. you have a tons of opportunities in all departments.

I must’ve called your customer service 12 times to try to upgrade my flight… I was told it couldn’t happen over the phone I had to go to the airport to upgrade it. I was told I could go to the airport a couple of days early to upgrade it. I went to the airport two days before my flight, which was yesterday, I took a taxi to CJB. It was more than an hour each way. I get to the airport to upgrade my ticket and they tell me I cannot upgrade it until the day of my flight. Then the customer service agent called the manager and the manager said I could do it online.. I was able to upgrade online yesterday and now you sent me a text saying my upgrade was denied. I want to use the business class lounge at CJB and I hope you’re going to let me do that. My bags are too heavy for economy, but they are not too heavy for business class I better not be charged extra for my luggage. Because I don’t see any refund for my downgrade at all. All in all, I am very unhappy with Air India at this moment. Kathleen Martin

Frankly speaking I’m baffled given this is an India APP. India apparently from various articles I historically read, have some of the world’s best APP developers/APP support/software developers and tech supporters yet the APP at best is simply average... it’s ordinary, hard to navigate. Passengers should be able to upgrade online easily, it’s currently challenging. You receive a confirmation number... then later an email titled KYC reject explaining why the APP rejected your purchased upgrade!? Additionally we should be able to change the frequent flyer program online on the APP. Currently the APP notes to call center for assistance. I called, I emailed and no one seems to be able to assist. Their only solution which is unacceptable is to change the frequent flyer program upon luggage check in at the airport. However how does the airline upgrade by status if one cannot enter the proper star alliance frequent flyer number? My flying returns is a new account, less than a year. You would never know by looking at my profile if I am global service, silver and/or gold status.