India’s Airline Industry Faces Boarding Denial Crisis: Air India Group Leads the List

The Indian airline industry experienced a major challenge in 2024, with 18,746 passengers being denied boarding across various airlines. Shockingly, more than 77% of these incidents were linked to the Air India Group, raising serious concerns about passenger inconvenience. According to the Directorate General of Civil Aviation (DGCA), an average of 51 passengers were turned away daily, with Air India and Air India Express accounting for nearly 40 of these cases.

Air India Group’s Leading Role in Boarding Denials

Among all Indian airlines, Air India recorded the highest number of denied boardings, affecting 14,545 passengers in 2024. The trend continued into January 2025, with 3,171 passengers facing boarding denials—2,959 of whom were from Air India.

One of the primary reasons for this issue is overbooking. Airlines often sell more tickets than available seats to maximize occupancy, but when too many passengers show up, some are denied boarding due to a lack of space.

According to DGCA regulations, passengers who are involuntarily denied boarding must be compensated. Airlines are required to offer alternative flights, meals, and accommodation to affected travelers.

Rising Compensation and Passenger Assistance Costs

The Air India Group has incurred significant expenses to compensate passengers affected by boarding denials. In January 2025 alone, the airline spent ₹295 lakh on alternative flight arrangements, hotel stays, and refreshments for passengers.

November 2024 witnessed the highest number of boarding denials, with 3,529 passengers affected. This led to a staggering ₹273 crore expenditure on passenger support services.

Conversely, August 2024 saw the lowest number of denied boardings, with only 728 cases—547 of which involved Air India. Despite these setbacks, Air India continues to maintain a significant market presence.

Indian Airline Market Overview: Air India’s Position

In 2024, domestic airlines in India transported 1,613.31 lakh passengers. Market leader IndiGo held a dominant 62% share, followed by Air India at 16.5% and SpiceJet at 3.7%.

Conclusion: The Need for Improved Passenger Experience

With thousands of passengers facing denied boardings each year, airlines must implement better strategies to minimize disruptions. Improved booking management, enhanced passenger communication, and adherence to DGCA guidelines can help mitigate this ongoing issue. As competition in the aviation sector grows, ensuring a seamless travel experience will be crucial for customer retention and industry growth.