Faq

Q1. What is the Duty Free service available on the Air India website?
  Duty Free service allows passengers to browse and purchase products from our partner’s Duty Free platform via a dedicated link on our website.

Q2. Who operates the Duty Free service?
 The Duty Free platform is operated by a third-party partner. Once you click the Duty Free link, you are redirected to their website to complete your purchase.

Q3. Is the airline selling these Duty Free products directly?
 No. The airline only facilitates access to the Duty Free platform. All product sales, payments, and fulfilment are handled by the Duty Free partner.

Q4. How do I access Duty Free shopping?
 You can click on the Duty Free link available on our website and app, which will redirect you to our partner’s platform.

Q5. Do I need a flight booking to shop Duty Free?
 Yes, typically Duty Free purchases are linked to a valid flight booking. You may be required to enter your PNR or flight details.

Q6. Can I shop Duty Free after booking my flight?
 Yes, you can access the Duty Free platform anytime before your flight, subject to ordering cut-off timelines set by the partner.

Q7. Is there a cut-off time for placing Duty Free orders?
 Yes, order cut-off times vary by supplier and flight route. Please check the Duty Free website for the exact timelines.

Q8. What type of products are available?
 A wide range of products such as perfumes, cosmetics, alcohol, tobacco, confectionery, electronics, and accessories may be available.

Q9. Are Duty Free prices the same as airport stores?
 Prices may vary compared to airport or onboard Duty Free offerings and are determined by the partner.

Q10. Are discounts or special offers available?
 Yes, Air India Customers may enjoy exclusive promotions and discounts which are managed by the Duty Free partner and may change periodically.

Q11. How do I pay for Duty Free purchases?
 Payments are made directly on the Duty Free partner’s website using available payment options.

Q12. Is my payment processed by the airline?
 No. Payments are processed securely by the Duty Free partner.

Q13. Will I receive a receipt or invoice?
 Yes, the Duty Free partner will share the purchase confirmation and invoice.

Q14. How will I receive my Duty Free order?
Pickup at the airport at duty free zone.

Q15. Where do I collect my Duty Free order at the airport?
 Pickup instructions and location details will be shared by the Duty Free partner after order confirmation.

Q17. What happens if I miss collecting my order?
 Uncollected orders will be handled as per the Duty Free partner's policy (refund/reschedule/forfeit).

Q18. Who is eligible to purchase Duty Free products?
 Passengers on eligible international flights, subject to regulatory norms.

Q19. Are there restrictions on Duty Free purchases?
 Yes, purchases are subject to:

• Customs regulations
• Destination country rules
• Airline safety policies

Q20. Can I carry Duty Free liquids on connecting flights?
 This depends on airport security rules and transit regulations.

Q21. What are the baggage limitations for Duty Free items?
 Duty Free items form part of your cabin/baggage allowance unless otherwise stated.

Q22. Can I cancel or modify my order?
 Order changes and cancellations are governed by the Duty Free partner’s policies.

Q23. How do I request a refund?
 Refunds must be requested directly via the Duty Free partner.

Q24. What if I receive a damaged or incorrect product?
 Please contact the Duty Free partner immediately for resolution at time of collection.

Q25. What happens to my Duty Free order if my flight is delayed or cancelled?
 The Duty Free partner will handle such cases as per their terms. You may be offered rescheduling or a refund.

Q26. What if I change my flight?
 You should update your details with the Duty Free partner to avoid delivery issues.

Q27. Who should I contact for Duty Free queries?

 All queries related to products, payments, delivery, and refunds should be directed to the Duty Free partner’s customer support

Q28. Can airline customer care help with Duty Free issues?
 The airline has limited visibility into Duty Free orders but may help guide you to the appropriate contact.

Q29. Why don’t I see Terms & Conditions on the airline website?
 As the Duty Free service is hosted on a partner platform, their Terms & Conditions apply and are available on their website.

Q30. Is the airline responsible for product quality or delivery?
 No. The airline is not responsible for:

• Product quality
• Pricing
• Delivery
• Refunds

These are managed by the Duty Free partner.

Q31. Is my data shared securely?
 Any personal data entered on the Duty Free platform is handled according to the partner’s privacy policy.

Q32. Can I pre-order Duty Free for someone else?
 Yes, Depends on passenger validation rules; typically linked to the traveller.

Q33. Are there age restrictions for alcohol/tobacco purchases?
 Yes, as per applicable laws.

Q34. Can I use airline vouchers or points?
No, you cannot use airlines vouchers or miles to redeem on duty free. However, you may earn points on any purchase.

Q35. Is GST or customs duty applicable?
 Duty Free purchases are tax-exempt under specific conditions, subject to regulations.

Q36. What currencies are accepted?
 Accepted currencies depend on the Duty Free platform.