How do I file a consumer complaint against an airline in India?
Contents
Filing a consumer complaint against an airline in India involves a series of steps designed to address your grievances efficiently. Whether your issue relates to flight delays, cancellations, lost baggage, or poor service, here’s how you can go about filing a complaint:
A passenger may raise a complaint against any Airline in India upon facing any of the following situations:-
- Cancellation of flights without proper intimation with the passenger;
- Cancellation of flight tickets at the last minute without prior intimation;
- Unreasonably delay in departure;
- Behavioural issues of flight crews with passengers;
- Bad food service while onboard;
- Non-initiation of refund in case of refundable bookings;
- Safety issues of the passengers etc.
Contact the Airline First
- Direct Communication: Initially, reach out to the airline’s customer service department. Most airlines have a grievance redressal mechanism in place. You can find contact details on the airline’s official website for complaints or feedback.
- Written Complaint: Submit a written complaint via email or through the airline’s website. Ensure you provide all relevant details like your ticket number, flight details, and a clear description of your complaint.
- Keep Records: Save all correspondence with the airline, including emails, receipts, boarding passes, and any other documents related to your flight. These will be essential if you need to escalate your complaint.
India Based Airline Websites
Here are some India-based airlines along with their official website URLs:
Air India Air India: Grievance Resolution Process
Website: https://www.airindia.in
IndiGo
Website: https://www.goindigo.in
Vistara (Tata SIA Airlines Limited)
Website: https://www.airvistara.com
SpiceJet
Website: https://www.spicejet.com
Go First (previously GoAir)
Website: https://www.flygofirst.com (???)
AirAsia India
Website: https://www.airasia.co.in
These are some of the major airlines operating in India, offering a range of domestic and international flights.
AirSewa Portal
The Government of India has launched the AirSewa Portal and mobile app to address air passenger grievances. You can use this platform to file your complaint directly if the airline does not resolve your issue satisfactorily.
Digital grievance reporting and tracking system for airports, flights and other matters related to air travel.
- Register Your Complaint: Visit the AirSewa website or download the app. Create an account, and submit your complaint with all necessary documentation.
- Track Your Complaint: AirSewa allows you to track the status of your complaint and receive updates directly from the concerned authorities.
Govt of India / DGCA
Integrated Grievance Redressal Mechanism
Report to the Directorate General of Civil Aviation (DGCA)
Should the airline prove uncooperative or indifferent at any point, consumers have the option to escalate their complaint to a government authority responsible for air travel oversight. In India, the Directorate General of Civil Aviation (DGCA) serves as the regulatory body for air transportation.
Consumer Court
If your issue is still unresolved after going through the airline’s grievance redressal process and using the AirSewa Portal, you can approach the Consumer Court.
- Jurisdiction: Depending on the claim amount, you can file your complaint at the District Consumer Disputes Redressal Commission (up to 20 lakh rupees), the State Consumer Disputes Redressal Commission (20 lakh to 1 crore rupees), or the National Consumer Disputes Redressal Commission (above 1 crore rupees).
- Filing a Complaint: You may need to draft a complaint detailing your issue, attaching all relevant documents as evidence. It’s advisable to seek legal advice to ensure your complaint is properly presented.
- Fees: There is a nominal fee for filing a complaint, depending on the level of the consumer court and the amount of compensation you are seeking.
Social Media and Public Platforms
While not an official channel for grievance redressal, sharing your experience on social media or public platforms can sometimes prompt airlines to address your concerns more promptly. However, this should be done responsibly and as a last resort.
Important Tips
- Be Clear and Concise: When describing your issue, be clear about what happened and what resolution you are seeking.
- Act Promptly: File your complaint as soon as possible after the incident, as delays can sometimes weaken your case.
- Seek Legal Advice: If you decide to go to consumer court, consider consulting with a lawyer who specializes in consumer law to ensure your rights are adequately represented.
By following these steps, you can effectively file a consumer complaint against an airline in India, seeking redressal for your grievances.
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