I recently had an extremely disappointing experience with Air India Express. While booking, I manually entered the passenger name correctly. However, due to a system error, the ticket displayed the wrong last name pulled from the account profile. Even after providing proof (including a screenshot of the booking form showing the correct details), the airline refused to acknowledge it as their mistake.Instead of taking responsibility, they insisted on paying cancellation charges and rebooking the ticket. Every agent I spoke to kept repeating the same line: "Please talk to the chatbot, we cannot help with this." This was not only unhelpful but also dismissive of the stress their system caused.This experience is a clear example of how irresponsible Air India Express is when it comes to handling their own errors. A customer should never be forced to bear the cost of mistakes caused by the airline's system. This ordeal has left me questioning whether I would ever fly with them again.
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