Air India’s upgrade offer left passengers unticketed despite payment. Bookings were canceled without confirmation, causing panic. After social media complaints, the airline resolved the issue. Digital glitches raise passenger safety concerns.
Mumbai, July 09, 2025: A shocking glitch in Air India’s ticket upgrade system left several passengers stranded in a frustrating loop of confusion and helplessness. Passengers who had pre-booked economy class tickets with the airline were later offered an upgrade to premium economy through a mobile alert, promising better comfort for a small additional charge. However, what seemed like a tempting deal soon turned into a techno-financial trap.
After making the upgrade payment, many passengers discovered to their horror that their upgraded tickets were not confirmed, and their original economy tickets had been cancelled. Despite paying twice, their booking status turned “unticketed,” effectively stripping them of any confirmed travel reservation.
One such passenger, Pankaj Gupta, had booked three economy tickets. Upon receiving the upgrade offer, he paid the additional amount immediately. His bank confirmed the transaction, but he received no confirmation of his premium economy seat. Worse still, his original economy class tickets were auto-cancelled.
Panicked, Pankaj tried contacting Air India’s call center repeatedly, but received no proper assistance. When all else failed, he turned to social media platform X (formerly Twitter) to share his ordeal. Only then did the airline take notice. A day later, on July 8, Air India responded, confirmed his premium economy booking, and emailed him the tickets — finally putting an end to his anxiety.
This incident has raised serious questions about the airline’s digital upgrade system, its lack of real-time customer support, and the risk of technical errors in sensitive services like air travel.
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