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Air India Express reviews and complaints
Recent traveler stories about Air India Express flights, connections, baggage, schedule changes, and customer service.
Boarding group treatment felt unnecessary
At Doha Hamad on Apr 6, 2026, our boarding group 9 was called and then held to the side while several later passengers were allowed through. No one explained the change. The flight was fine once we sat down, but the tone at the door made the start of the trip feel disorganized and dismissive.
Family seats were split after payment
We paid to keep our family together on Air India Express IX588 from SYD to DEL. At check-in, two of the 2 children were assigned several rows away. The airport team fixed one seat but not all of them, so another passenger had to trade. Families should not have to negotiate at the cabin door after paying for seats.
Clean cabin and a crew that noticed details
The cabin on Air India Express IX625 was clean, and the crew noticed small things without being asked. On Oct 9, 2026, a passenger near me was nervous during turbulence, and a flight attendant checked back twice with water and a quiet update. Nothing dramatic happened, which is exactly why the trip felt professional.
Could not reach anyone during a schedule change
Air India Express changed my departure from London Heathrow by several hours. The email said I could choose alternatives online, but every option ended with an error. I waited 84 minutes on the phone and then the call dropped. By the time I reached an agent, the better connection was gone.
Wheelchair assistance was handled with care
My mother needed wheelchair assistance for Air India Express IX699. At Terminal 4, the escort arrived before boarding, stayed with us through security, and made sure the destination team at Singapore Changi knew where to meet her. It made a difficult travel day feel manageable.
Seat fee was charged twice
I selected a standard aisle seat for Air India Express IX736 and saw two separate $136 charges on my card. The website showed only one seat purchase, so I had to send bank screenshots to prove the duplicate billing. The duplicate was corrected, but only after three messages.
App boarding pass disappeared at security
The mobile boarding pass for Air India Express IX773 loaded fine at home, then disappeared at Paris Charles de Gaulle security on Oct 3, 2026. The kiosk printed a new one, but I had to leave the line and start over. The staff helped, but the app made a simple trip more stressful than it needed to be.
Helpful cabin crew on a long flight
Alex on Air India Express IX810 deserves credit. I had a tight deadline after landing and asked about the arrival gate. The crew could not promise anything, but they checked the latest gate information, helped me keep my laptop bag accessible, and gave clear updates before landing.
Delayed bag arrived damaged
The bag reached New York JFK 4 days after I did, and one wheel was cracked. The airport desk told me to file online, the website asked for airport paperwork, and the airport desk had not given me that form. That loop made the baggage issue feel worse than the damage.
Counter staff fixed a name issue quickly
A middle initial was missing from my ticket, and I expected a long argument at Sydney Kingsford Smith. Instead, the Air India Express counter agent checked the passport, corrected the record, and explained what would show on the boarding pass. The whole issue took about ten minutes on Jul 9, 2026.
Overbooked flight created a messy evening
Air India Express asked for volunteers on IX921, then started calling names at the podium without making the order clear. We were traveling from FRA to LAX for a family event and spent nearly an hour unsure whether we still had seats. We did fly, but the communication was poor.
Short review: exactly what I needed
Air India Express IX958 boarded on time, left on time, and my checked bag arrived. The crew was polite without overdoing it. After several complicated trips this year, a normal flight felt like a win.
Voucher rules were not clear
I accepted a $199 travel voucher after a disruption, but the restrictions were not explained at the airport. Later I learned it could not be used on the itinerary I needed. Air India Express should explain voucher limits before passengers accept them under pressure.