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Combating coronavirus: Will airlines refund ticket costs for advanced bookings to India?

Dubai - India has made no commitment to repatriate its citizens from Gulf countries.

Following India's decision to extend the nation-wide lockdown till May 4, several Indian expatriates and visitors who booked advance tickets to return home are now scrambling for refunds. Though most airlines have clearly defined re-booking and cancellation policies, several Indians have taken to social media to vent their frustrations.
A day after Indian's Union Civil Aviation Minister Hardeep Singh Puri 'advised' airlines to open bookings only after the government takes a decision on resuming passenger flights to India, India's flag carrier reversed its earlier decision to sell air tickets.
An official with Air India told Khaleej Times, "We are not accepting bookings anymore and an announcement to re-start passenger flights to India will be made once clear directions come from the government."
Airlines continue to accept bookings
However, starting May 5, several private airlines including IndiGo and Spice Jet are continuing to sell tickets, according to travel websites Sky Scanner and Clear Trip. Gulf Air, Oman Air, Emirates Airlines, and flydubai are also accepting bookings to the Indian sector.
Furthermore, India has made no commitment to repatriate its citizens from Gulf countries and even in the occasion of its airports opening up, Indian diplomatic missions have said preference will be given to emergency travel needs. In an earlier interview with Khaleej Times, Consul General of India Vipul said nearly 1,800 expats and visitors have expressed interest to return from India.
"Most of those who have expressed interest are visit and tourist visa holders, job seekers, individuals with medical conditions, people who have lost their loved ones, and people who have been laid off from their jobs. We also have some cases where families are separated, where some members are here and some are in India," said Vipul.
Passenger complaints
Several passengers who had booked tickets months ago in the hopes of visiting their families during the Holy Month of Ramadan and some who booked emergency evacuation tickets are now looking for refunds.
A Kazi, an Indian from Mangalore told Khaleej Times, "I booked my tickets way back in January for end of May as I wanted to spend Ramadan and Eid with my family. However, I don't know how much longer this curfew is going to last, and I have also suffered some salary cuts from my company. I am just going to keep my ticket for now, and travel whenever I can."
India advises airlines to 'refrain' from booking tickets
In the circular issued by the Civil Aviation Ministry, all airlines have been directed to refrain from booking tickets.
"It has been noticed that airlines have started booking tickets for journeys with effect from May 4. No decision to commence the operation of domestic/international flights with effect from May 4 has been taken yet. All airlines are hereby directed to refrain from booking tickets." the Civil Aviation Ministry told domestic and foreign airlines. It said the airlines would be given sufficient notice for restarting flights.
Airlines offer free cancellations, credit shells
Here are some of the refund policies of the major airlines operating from the UAE to India:
1-Spice Jet
According to Spice Jet, "In view of the suspension of flight operations, we are cancelling all bookings with travel dates till May 3. Upon cancellation, the entire amount will be maintained in a credit shell which passengers can use to make fresh booking and travel till February 28, 2021 for the same passenger."
2-Air India
As per office memorandum received from Ministry of Civil Aviation dated April 16, full refunds will be allowed without levying any cancellation charges for all bookings made and payment received during the lockdown period from March 25 to May 3 for travel during the same period, said Air India.
This applies for tickets sold in India for both domestic and International travel. Passengers may contact the ticket issuing Air India office, travel agents, and online travel portal.
3-IndiGo
IndiGo said, "Please be assured that your travel is safe with us and we are protecting your PNR in the form of a credit shell, in your PNR, valid for use within one year from date of issuance, for the same passenger/s."
4-Emirates Airlines
Emirates Airlines adopted a simple waivers and refunds policy for all its passengers worldwide, amid the Covid-19 pandemic. Passengers can keep tickets for 760 days, exchange ticket for travel vouchers valid for up to two years, and full refunds on unused vouchers and tickets.
Adnan Kazim, Emirates' chief commercial officer said: "The travel and airline industry have complicated rulebooks for how fares, re-bookings or refunds are applied, which also differ depending on market regulation."
"Any fees for making a change to the tickets will be waived for tickets issued till May 31 2020 for travel up to August 31. However, if they would still like to opt for a refund, we will process that."
Interested passengers can apply online using a simple form. The options are:
1-All Emirates tickets booked before May 31 for travel up to August 31 will be automatically extended for 760 days. Customers holding such tickets can be assured their tickets will be honoured, and they can rebook when they decide to travel.
"Whenever they are ready to travel again, within two years from the day their ticket was originally issued, they simply need to contact Emirates or their travel agents to reschedule their flight. Their ticket will be accepted for any flight to the same Emirates destination or to another city within the same Emirates region with no fees for changes," added Kazim.
"Those who wish to rebook their ticket to travel to another region can also do so - Emirates will not charge reissuance fees, only any applicable fare difference," he added.
2-Request a travel voucher: Travel vouchers are valid for one year from date the voucher was issued, and can be extended for a second year. The voucher can be used for any Emirates product or service, which means customers can use it to offset charges for flights to any destination in any cabin class, or other services. No change fees apply to this voucher, so customers will have more flexibility to reschedule when they are ready to travel again.
3-Refunds: Customers who have opted to keep their ticket or opted for a travel voucher can still apply for a refund, if they are unable to travel. There will be no refund penalties.
dhanusha@khaleejtimes.com