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As political unrest grips Nepal, Air India Express has stepped in with a compassionate and timely gesture, waiving change fees and offering full refunds for passengers traveling to and from Nepal. The move comes in response to widespread protests that have disrupted daily life and raised serious safety concerns across major cities. With at least 19 reported deaths and over 500 injuries, the airline’s decision reflects a growing trend of travel companies prioritizing passenger welfare in crisis zones.
Here’s a detailed look at the situation, the airline’s response, and what travelers need to know.
Key updates from Air India Express
- Passengers booked to travel to or from Nepal until 17 September 2025 can reschedule their journeys without incurring any change fees or fare differences
- Alternatively, travelers may cancel their bookings and receive a full refund to their original mode of payment or travel agent
- The airline’s AI-powered chat assistant, Tia, is available on its website, app, and WhatsApp to facilitate these changes
- Flights to and from Nepal remain operational and unaffected as of now, but the airline continues to monitor the situation closely
Backdrop of unrest in Nepal
- Protests erupted on 8 September in Kathmandu, Pokhara, Butwal, and Birgunj following the government’s decision to ban major social media platforms
- The ban was justified on grounds of tax revenue and cybersecurity, but it triggered public outrage over censorship and lack of transparency
- Demonstrators are demanding greater accountability and an end to entrenched corruption in governance
- Prime Minister KP Sharma Oli resigned on 9 September amid mounting pressure and escalating violence
Impact on travel and public safety
- Curfews have been imposed in several cities, and public transport has been disrupted
- Tourists and business travelers have faced uncertainty, with many scrambling to adjust their plans
- The Indian Embassy in Kathmandu has issued advisories urging citizens to avoid non-essential travel and remain indoors during curfew hours
- Airlines and travel operators are coordinating with local authorities to ensure safe passage and timely updates
Air India Express sets a precedent
- The airline’s swift response has been widely appreciated by passengers and industry observers
- By waiving fees and offering full refunds, Air India Express has demonstrated a proactive approach to crisis management
- The move also sets a benchmark for other carriers operating in volatile regions, highlighting the importance of flexibility and empathy in travel services
Digital support and accessibility
- Tia, the airline’s AI-powered assistant, allows passengers to make changes by simply typing NepalTravel
- The platform offers real-time support and ensures that travelers can access help without long wait times or physical visits to booking centers
- This digital-first approach aligns with the airline’s broader strategy of enhancing customer experience through technology
Why this matters
- In times of political unrest, travel can become a source of anxiety and risk
- Air India Express’s decision to waive fees and offer refunds provides not just financial relief but emotional reassurance to affected passengers
- It underscores the role of airlines as not just transport providers but responsible stakeholders in global mobility
- As Nepal navigates its political transition, such gestures of solidarity and support can help maintain vital connections and foster goodwill
Sources: Businessworld, Economic Times, The Daily Jagran
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