Rishi R. claims Air India Express approved a ₹2030 refund for a missed flight, but Paytm hasn’t returned the money in over 2 months. Here’s the full story, timeline, and what went wrong.
Flight Missed, Refund Promised But Still No Money After 2.5 Months?
In yet another case of digital customer service failure, a consumer named Rishi R. took to LinkedIn to express his deep frustration after Paytm allegedly failed to credit a refund that was already processed by Air India Express.
The flight, scheduled for January 28, 2025, was missed due to heavy traffic an unavoidable situation. The airline confirmed a refund of ₹2030 on May 16, 2025, but as of August 2025, Paytm has not credited the amount to the customer’s account.
What Exactly Happened? Here’s the Full Timeline
| Date | Event |
|---|---|
| 28 January 2025 | Rishi missed his Air India Express flight (IX-2760) from PAT to BBI |
| Immediately after | He contacted Air India Express for a refund |
| 16 May 2025 | Air India Express confirmed that ₹2030 was refunded to Paytm |
| May – August 2025 | No refund received from Paytm; support unresponsive |
Despite multiple follow-ups, Rishi claims Paytm’s support is fully automated with no human intervention, leaving him with no way to escalate the matter directly.
About the Airline: Air India Express
Air India Express is a wholly owned subsidiary of Air India, operating low-cost flights across India and the Middle East. Known for its budget friendly travel options, the airline typically processes refunds within 7-21 working days when booked through third-party portals like Paytm, MakeMyTrip, or Cleartrip.
In this case, the airline claims to have completed their part, shifting responsibility to Paytm for the delay.
About the Booking Platform: Paytm Travel
Paytm, one of India’s largest digital payment and booking platforms, offers flight, train, and bus ticketing services. However, Paytm’s AI-driven customer support has drawn criticism for being ineffective in complex complaint scenarios, particularly involving refunds.
Consumers regularly report:
- Long refund delays
- No real-time human support
- Poor escalation mechanisms
Rishi R. Speaks Out: “Where Is My Refund?”
Rishi shared his complaint on LinkedIn in a public post, expressing:
“Even after 2.5 months, I have not received the refund in my account… the AI chatbot gives no human assistance or refund update.”
His post aims to urge Paytm Travel’s team to act and assist, while warning others about similar refund issues when booking through third party platforms.
Consumer Concerns Raised
Rishi’s case highlights critical issues faced by consumers:
- Lack of accountability between airline and booking platform
- Delayed resolution in cases of missed flights and refunds
- Absence of real customer support from platforms like Paytm
This is not an isolated incident several users have reported similar problems where the airline confirms a refund, but Paytm fails to deliver it.
👤 About the Author of the Complaint
Name: Rishi R.
Date of Post: July 29, 2025
Flight Info: Air India Express, Flight IX-2760
PNR: QB5PJH
Booking Platform: Paytm
Refund Amount: ₹2030
Primary Complaint: Refund confirmed by airline but not credited by Paytm even after 2.5 months
🔗 Check out the original LinkedIn post:
Rishi R.’s Complaint on LinkedIn
What Can You Do If You’re Facing a Similar Issue?
If you’ve booked a flight through Paytm and haven’t received a promised refund:
- ✅ Save all emails and refund confirmations from the airline
- ✅ Reach out to Paytm via Paytm Help Center and request ticket escalation
- ✅ Share your complaint publicly on platforms like LinkedIn and X (Twitter)
- ✅ Escalate the issue to NCH (National Consumer Helpline) or submit a complaint on Choice4Voice.com
Final Words: Who Is Responsible?
This case exposes a common gap in customer service when multiple stakeholders (airline + booking portal) are involved. With the airline confirming the refund, Paytm is now responsible for the delay.
If India’s leading fintech platform cannot ensure basic customer service for ₹2030, what happens when bigger stakes are involved?
Are you a victim of refund fraud or customer service negligence?
📢 Raise your voice on Choice4Voice.com
Let companies know that poor service will be exposed publicly until resolved.
