What is AirSewa?
AirSewa is the Government of India's official grievance portal for civil aviation passengers, launched by the Ministry of Civil Aviation in 2016. It acts as an intermediary between you, the airline, and DGCA — pushing the airline to respond and escalating to the regulator if needed. The portal is free, available 24×7, and accepts complaints in English and Hindi.
When should I use AirSewa (vs going direct to the airline)?
| Situation | Use airline first | Use AirSewa |
|---|---|---|
| Initial complaint about a flight issue | ✓ Always | Only after 15 days no response |
| Airline customer care unresponsive (no reply in 15 days) | — | ✓ Escalate |
| Airline refused compensation you're entitled to | — | ✓ Escalate |
| Refund delayed beyond DGCA timeline (7 working days for cards) | — | ✓ Escalate |
| Safety / regulatory concern | — | ✓ Direct (or DGCA Online) |
| Pricing dispute / fare-rule interpretation | ✓ Only | ✗ Not within AirSewa scope |
| Visa / passport / immigration issue | — | ✗ Not within scope |
Step-by-step: filing an AirSewa complaint
- Try the airline first. Call customer care, email the grievance address (most airlines publish at /grievance or /contact). Keep written records of all interactions. Wait 15 working days for response.
- Register on AirSewa. Visit airsewa.gov.in or download the AirSewa app from Google Play / App Store. Register with email + phone number. OTP verification is instant.
- File the complaint. Select category (delay / cancellation / baggage / refund / denied boarding / accessibility / conduct). Enter PNR, date of incident, 100-300 word description. Attach: original ticket, boarding pass (if any), email exchanges, photos (for damaged baggage), receipts (for out-of-pocket expenses).
- Track via complaint number. AirSewa assigns a unique reference. Track status on the portal anytime. Airlines must respond within 30 days per AirSewa SLA. Most issues resolve in 21-45 days.
- Escalate if AirSewa fails. Options: (a) DCDRC at consumerhelpline.gov.in — free up to ₹5 lakh claims, (b) DGCA Online directly for safety issues, (c) Aviation Ombudsman (if appointed for your airline), (d) credit-card chargeback under "service not rendered".
What complaint categories does AirSewa accept?
- Flight delay (more than 2 hours)
- Flight cancellation (refund or rebooking issues)
- Denied boarding (overbooking / involuntary)
- Lost, delayed, or damaged baggage
- Refund delay (beyond DGCA timelines: 7 days cards, 20 days bank transfers)
- Service quality (cabin crew conduct, meal quality, seat issues)
- Accessibility (disabled passenger assistance failures, wheelchair, sign language)
- Crew misconduct (passenger safety / dignity issues)
- In-flight medical emergency response
- Passenger conduct / safety complaints
Required documents
Mandatory:
- PNR / booking reference number
- Your name, email, phone number (for AirSewa to contact you)
- Brief description of the issue (100-300 words)
- Date of incident
Strongly recommended (improves resolution speed):
- Original e-ticket (PDF)
- Boarding pass (if you had one)
- Email exchanges with airline customer care
- Photos (essential for damaged baggage claims)
- Receipts (for out-of-pocket expenses you want reimbursed — food, hotel, transport)
- Bank statement showing payment for the ticket
Resolution timeline
| Complaint category | Typical resolution time |
|---|---|
| Lost / damaged baggage | 14-21 days |
| Refund delay | 30-45 days |
| Denied boarding compensation | 30 days |
| Flight delay / cancellation | 30-45 days |
| Service quality / conduct | 21-30 days |
| Accessibility / assistance failure | 14-30 days |
What to do if AirSewa fails
If the airline still doesn't comply after AirSewa intervention, you have four escalation routes:
- District Consumer Disputes Redressal Commission (DCDRC). File at consumerhelpline.gov.in or in person at your district commission. Free up to ₹5 lakh claims. Typical resolution: 3-9 months.
- DGCA Online. For safety, regulatory, or compliance issues. File at dgca.gov.in via the "File a Complaint" form. Resolution: 30-60 days for safety matters.
- Aviation Ombudsman. Some larger airlines appoint an ombudsman for grievance escalation. Check the airline's website for the ombudsman's office.
- Credit-card chargeback. For ticket refunds the airline has refused to issue, contact your credit-card issuer (HDFC, SBI, ICICI, Axis, etc.) and file a "service not rendered" chargeback. Independent of the airline; typical resolution: 30-90 days.
Frequently asked questions
What is AirSewa?
AirSewa is the Ministry of Civil Aviation's official passenger grievance portal at airsewa.gov.in. It's free, online, available 24×7, and acts as a direct escalation route between passengers, airlines, and DGCA. Use it when an Indian airline has not resolved your complaint to your satisfaction within 15 working days.
How to file complaint against airline India?
Step 1: Try the airline first (call centre + email customer care, keep written records). Step 2: After 15 days, escalate to AirSewa (airsewa.gov.in) — register, file the complaint with PNR, attach proof. Step 3: If AirSewa fails after 30 days, file at the Consumer Disputes Redressal Commission (DCDRC). Step 4: Parallel option for safety/regulatory issues — DGCA Online directly.
How long does AirSewa take to resolve a complaint?
AirSewa's public SLA is 30 calendar days, but typical resolution is 21-45 days depending on complaint complexity. Baggage issues resolve fastest (14-21 days). Refund delays resolve in 30-45 days. Denied boarding compensation: 30 days. You can track status anytime on the portal.
What complaints does AirSewa handle?
AirSewa accepts: flight delay (over 2 hours), cancellation, denied boarding, lost/delayed/damaged baggage, refund delays, service quality issues, accessibility complaints, crew conduct, in-flight medical emergencies, and disabled-passenger assistance failures. It does NOT handle pricing disputes, fare-rule interpretation, or visa/passport issues (those go to the airline directly or the relevant authority).
Is AirSewa complaint free?
Yes — completely free. No registration fee, no filing fee, no charges of any kind. You only need a valid email address and phone number to register. The portal also has a mobile app (iOS + Android) for easier filing.
Can I file an AirSewa complaint anonymously?
No — AirSewa requires your name, email, phone, and PNR (or booking reference) for verification. However, your details are not shared publicly. The airline only sees what is necessary to investigate the complaint (PNR + nature of the issue).
What documents do I need for an AirSewa complaint?
Mandatory: PNR / booking reference, your name and contact, brief description of the issue, date of incident. Strongly recommended: copy of original ticket, boarding pass (if you had one), email exchanges with the airline, photos (for damaged baggage), receipts (for out-of-pocket expenses you want reimbursed).
What if AirSewa cannot resolve my complaint?
Escalate to: (1) District Consumer Disputes Redressal Commission (DCDRC) — file at consumerhelpline.gov.in or in person at your district commission. Free up to ₹5 lakh claims. (2) DGCA directly for safety/regulatory issues. (3) Aviation Ombudsman (if appointed for your airline). (4) Credit-card chargeback under "service not rendered" for ticket refunds the airline has refused.
Sources
- Ministry of Civil Aviation — AirSewa Portal (airsewa.gov.in)
- DGCA Civil Aviation Requirements Section 3 — Passenger Grievances
- Consumer Protection Act 2019 — Section 35 (District Commission jurisdiction)
- National Consumer Helpline — consumerhelpline.gov.in
Related: How to claim flight delay compensation · Denied boarding compensation rights · Lost baggage claim guide