How to File a Complaint Against Air India
Air India Limited is one of India's major airlines. Under the Directorate General of Civil Aviation's (DGCA) Civil Aviation Requirements (CAR), airlines owe passengers clear rights around cancellations, delays, denied boarding, and baggage handling — separate from and in addition to general consumer protection law. If Air India's customer care has failed to resolve your issue, you have both aviation-regulatory and consumer-court options.
A complaint against Air India typically involves flight cancellations without adequate compensation, delayed refunds, lost or damaged baggage, denied boarding, or unresolved customer support tickets.
Most passengers only complain to the airline's Twitter handle and give up — but DGCA's CAR Section 3, Series M, Part IV sets binding compensation rules for delays, cancellations, and denied boarding that most passengers never claim simply because they don't know the process.
Step 1: Escalate to Air India Customer Care & the Nodal Officer
Before legal escalation, raise the issue formally with Air India's customer care and keep a written record. Air India's customer support number is 011-6932 9333. Every Indian airline is required to publish the contact details of a Nodal Officer and an Appellate Authority for unresolved grievances — escalate to them in writing if the first response is unsatisfactory.
Step 2: File a Free Complaint on ComplaintKart
If Air India's customer care and Nodal Officer do not resolve your issue within a reasonable time, file a free complaint on ComplaintKart. Include:
- PNR, flight number, and date of travel
- Boarding pass and payment proof
- Details of the cancellation, delay, denied boarding, or baggage issue
- Any written correspondence with Air India's customer support or Nodal Officer
Step 3: Send a Legal Notice to Air India
A legal notice is an effective pre-litigation tool when an airline delays a refund or compensation it is legally required to pay. It is a formal written communication drafted by a qualified advocate, citing the applicable DGCA CAR provisions and your consumer rights, and stating your intent to approach the consumer court or DGCA if unresolved.
Step 4: File in Consumer Court or Escalate to DGCA
If Air India still refuses to act, you can file a case before the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, or lodge a formal grievance with DGCA through the AirSewa portal. In a successful case, you can claim your refund, DGCA-mandated compensation, and reimbursement of your legal costs.
What DGCA Rules Say You're Owed
| Situation | What You Can Claim |
|---|---|
| Flight cancelled with less than 2 weeks' notice | Refund or alternate flight + compensation as per CAR norms |
| Denied boarding due to overbooking | Compensation + alternate flight or refund |
| Checked baggage lost or damaged | Compensation as per the airline's liability limits |
| Refund for a cancelled booking not processed | Full refund within the mandated timeline |
Time Limit to File a Complaint Against Air India
Under the Consumer Protection Act, 2019, a consumer complaint must generally be filed within two years from the date the cause of action arose. DGCA complaints via AirSewa should ideally be filed as soon as possible for faster resolution.