New Delhi, Oct 15, 2026 12:42 IST A Reddit user has alleged that Air India refused to board their mother despite her having a confirmed ticket booked using points, claiming the airline said such bookings were not prioritised on oversold flights.
In a post on the r/AirTravelIndia community, the user recounted booking an Air India flight from Mumbai to Ahmedabad for their mother earlier this week. The user noted that the airline's application did not permit online check-in, which they subsequently viewed as an early warning sign.
At the airport, ground staff reportedly informed them that the aircraft was oversold and that the passenger could not board because bookings made via points lacked priority. The traveller stated that they secured this explanation in writing from the airport staff, emphasising that the passenger never volunteered to surrender her seat.
The sole alternative proposed by the airline was a flight scheduled roughly nine hours later. Given that the passenger had a medical condition and needed to arrive home that day, the family purchased an alternative IndiGo ticket priced at Rs 7,629.
Following the incident, the user filed a formal complaint with Air India and raised the issue on X. While the carrier refunded the points and associated taxes, the user asserted that the company declined to cover the cost of the replacement IndiGo flight, arguing that an alternative had been provided and that the passenger chose a different carrier. According to the account, the airline stated that reimbursement was not applicable under any circumstances, though compensation remained under review with a promised update in 24 to 48 hours.
The affected traveller sought guidance from fellow passengers regarding Directorate General of Civil Aviation regulations on denied boarding compensation for award tickets, as well as whether declining a significantly delayed alternative flight impacts eligibility. The user indicated intentions to escalate the grievance through AirSewa and potentially a consumer forum.
The controversy gained broader attention after an X account named Professor Cardz highlighted the Reddit post, prompting public concern over the treatment of passengers travelling on reward points. Air India subsequently replied by requesting the booking reference to facilitate an internal investigation, though the response omitted any direct clarification regarding its policy on point-based reservations during oversold situations.