AirSewa is the Ministry of Civil Aviation’s digital grievance platform for air passengers in India. It acts as a single window for complaints about airlines, airports and aviation bodies. You register on the portal, report a new grievance with your flight details, and track it online. It is best used after the airline itself has not resolved your issue.
Updated November 2026 · HappyFares
A cancelled flight, a delayed refund or a lost bag is frustrating, and it is not always clear where to complain. AirSewa is the government route for exactly that situation.
What is AirSewa?
AirSewa is run by the Ministry of Civil Aviation. News reports describe it as a single window for tracking passenger complaints across airlines, airport operators, the DGCA, the Bureau of Civil Aviation Security, and customs and immigration. Common complaint types include baggage claims, flight delays, ticket refunds and check-in disputes. It is available as a website and a mobile app.
The Civil Aviation Minister told the Lok Sabha, as press reports put it, that the platform received 64,641 grievances between January and June 2026 and resolved 64,546 of them. That shows how widely it is used, though “resolved” on the portal means the case was closed, not that every passenger got the outcome they wanted.
How do you file a complaint on AirSewa?
The steps are usually these, but always follow the screens on the official portal, since layouts can change:
- Open the AirSewa website or app and choose the option to report a new grievance.
- Register or log in with your contact details, typically a mobile number and email address.
- Pick the category, for example airline, airport or baggage, and describe the problem clearly.
- Add the flight details: airline, flight number, date, route and booking reference (PNR).
- Submit and note the grievance number so you can track progress.
Keep proof ready: the e-ticket, boarding pass, baggage tag, screenshots of airline messages and any receipts for expenses you had to bear.
Should you complain to the airline first?
Yes, in most cases. AirSewa is generally meant for escalation, so write to the airline’s customer care first, by email or through its official complaint form, and keep a copy of what you sent. Note the reference number the airline gives you. If the reply is missing, unsatisfactory or late, bring that history into your AirSewa complaint. Complaints with a clear paper trail are easier for everyone to trace.
The airline’s own timelines differ, so check what it promises on its website. This article does not quote a fixed number of days because no single official figure was confirmed.
What can AirSewa do, and what can it not?
AirSewa is a grievance channel, not a court. It forwards your complaint to the concerned airline or authority and lets you follow the response. It is a way to get your case looked at by the system, not a guarantee of compensation or a refund in a specific amount.
Did you know? The DGCA, India’s civil aviation regulator, publishes rules on passenger rights, such as what airlines should do for delays and cancellations. Reading the relevant rule before you write your complaint helps you describe the problem accurately.
What details make a complaint stronger?
- A short, dated timeline of what happened.
- The exact outcome you want, such as a refund of a stated amount.
- Names or counter numbers of staff you spoke to, where available.
- Copies of previous replies from the airline.
Stay factual and polite. Complaints that stick to dates, documents and the requested remedy tend to get clearer replies.
What are common mistakes to avoid?
Filing straight away without contacting the airline is the most common one, since the airline usually needs the first chance to fix the problem. Another is leaving out the booking reference, which makes it harder to trace the flight. A third is writing a long emotional account instead of a short timeline. Give the facts in order, say what you want, and attach the documents.
Also keep your expectations realistic. A complaint is a request for review, and the outcome depends on the rules that apply to your case, such as refund rules for cancelled flights. If you are unsure which rule applies, check the DGCA’s published passenger rules or the airline’s conditions of carriage, and refer to them briefly in your complaint.
Finally, save everything. Keep the grievance number, screenshots of the submission and any replies in one folder or email thread. If you need to follow up weeks later, you will have the full trail in one place, and that saves a lot of repeated explanation.
Common Questions
Is AirSewa a government service?
Yes. It is run by the Ministry of Civil Aviation.
Does AirSewa cost anything to use?
The portal’s own page is the place to confirm any charges. Registration usually asks for basic contact details.
Can I use AirSewa for a refund problem?
Yes, ticket refunds are among the common complaint categories reported. Try the airline first and keep your booking details ready.
Can I complain about an airport, not an airline?
Yes. Reports say the platform covers airport operators as well as airlines and some regulators.
Will AirSewa guarantee compensation?
No. It is a grievance route, and outcomes depend on the facts and the applicable rules.
What if I booked through a travel website?
Start with the support team of wherever you booked, and bring in the airline for matters that only the airline controls, such as cancellations. Keep every reply you receive.
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Rules and fees change; verify current specifics with the airline, DGCA, or the airport before you travel.
