AirSewa: File a Complaint Related to Airports, Flights, or Air travel to AirSewa Nodal Officer of Ministry of Civil Aviation (MoCA), Government of India

AirSewa is an initiative of the Ministry of Civil Aviation (MoCA), Government of India, launched in November 2016 to address the grievances related to airports, flights, or air travel (airlines). The Nodal Officer of the Ministry of Civil Aviation directly handles the digitally submitted complaint.

From AirSewa, you can access airport and flight information, book UDAN flights, or lodge a grievance online to redress disputes related to airports, helicopters, flights, and other matters related to air travel & civil aviation.

Citizens may also report concerns about Customs, Immigration, BCAS (Bureau of Civil Aviation Security), DGCA (Directorate General of Civil Aviation), Helicopter (general aviation), or Security. You may also complain about the airports (if the issues are not resolved or dissatisfied with respective airport authorities)

The Major 35 International Airports in India:

As per the passenger charter, every passenger has the right to information and escalation of unresolved complaints or claim compensation from the airlines or flight service providers. Further, you may approach the authorities of MoCA by AirSewa.

Want to report any issues about aircraft carriers and civil aviation services? In broader division, the whole grievance redressal process passes through 3 levels. In level 1, directly report or file a complaint with the respective helpdesk of airlines, airport authorities, or aviation service providers. As mentioned earlier, passengers may also file a claim for compensation at this level.

Not satisfied with the resolution of airlines/airports or yet unresolved? Escalate the disputed case or lodge a grievance to the AirSewa Nodal Officer of the Ministry of Civil Aviation (MoCA). Always provide the details reference or acknowledgement receipt of the previously submitted complaint in level 1 (optional).

Note – Note that, if your disputes are not resolved or settled with respective airlines or AirSewa or dissatisfied with final responses, you may complain to the consumer commission (for violation of consumer rights), statutory body (tribunal), or court set up under the relevant applicable laws.

Register a Complaint Related to Airports, Flights, or Air travel with AirSewa, Ministry of Civil Aviation

According to the Citizen Charter of MoCA, AirSewa is an integrated grievance redressal portal, where every passenger of domestic and international flights, airports, and air travel (helicopter) services, can complain to the Nodal Officer of the Ministry of Civil Aviation (MoCA).

Complaint Registration Fee & Resolution Period:

The passenger rights and conditions for compensation are mentioned in the passenger charter, issued by DGCA (Directorate General of Civil Aviation), MoCA. Must know your rights, some of them are mentioned in the sections below.

Are you ready to file a complaint? Yes! Before lodging a grievance by AirSewa, you should follow the below process with the levels of escalation:

Level 1: Airport, Airlines, or Aviation Operator

• File a complaint with the respective airlines, airport authority, or civil aviation operator
  • E-mail, call the toll-free number, or register a complaint online to your airline, airport, or flight operator.
  • You may also seek help from the helpdesk at the airport.
• Not resolved or dissatisfied with the resolution? Escalate the matter to senior officials.
• Further, you may approach the AirSewa Nodal Officer, Ministry of Civil Aviation.

Tips – If your consumer rights are violated by the airlines or flight operators, file a complaint with the National Consumer Helpline, Ministry of Consumer Affairs and Consumer Commission (NCDRC).

Level 2: AirSewa Nodal Officer, MoCA

• Submit your disputes by lodging an online grievance to the AirSewa Nodal Officer against airlines or respective aviation operators.
  • E-mail, write a letter, or submit an online complaint form to the Nodal Officer
  • On AirSewa, you may also raise concerns about customs, immigration, BCAS, DGCA, etc.
  • After the successful submission of your dispute, wait to get a final response.
• If not satisfied with the resolution, approach the tribunal or statutory body.

Level 3: Statutory Body, Tribunal, or Courts

• Not satisfied with AirSewa Nodal Officer? You may approach:
  • Civil Aviation tribunals
  • Statutory body
  • Courts under the applicable laws
• The airline’s operator, civil aviation, or other business entities, may approach DGCA (Directorate General of Civil Aviation) for licenses, operations, vigilance, etc.

Instruction – For disputes or cases of regulations, licenses, corruption, or certifications for airlines, airports, or other civil aviation stakeholders, may approach the DGCA or Airport Authority of India (AAI)

File a complaint online to AirSewa Nodal Officer

If you are dissatisfied with the services of airlines (carrier), and airports, or want to report the violation of passenger rights by respective flight operators, lodge a grievance online by filling out the complaint form provided by the Ministry of Civil Aviation at AirSewa.

Follow the below steps to file a complaint online with AirSewa Nodal Officer, MoCA:

• Visit the link given below. Click on the “Register a new grievance” button.
• New user? “Sign Up” to create an account. Have already registered? Log in using your credentials.
• Select the category of grievance:
  • Airlines, airports, BCAS, or Customs
  • DGCA, Helicopter (general), immigration, or security
• Select pre-travel, during-travel, or post-travel
  • Enter your journey details including flight number and PNR (optional
  • Provide a description of the complaint with location, facts, and evidence (if any)

Finally, submit the online complaint form for further investigation by the AirSewa Nodal Officer or to complain against airlines or airport authorities. Always note down the reference or acknowledgement number to track the status by logging in again.

Details to lodge a complaint online with AirSewa Nodal Officer of MoCA, Government of India:

If you desire, may use the other platforms or social channels of the Ministry of Civil Aviation to escalate your grievances with the nodal officer, AirSewa.

Tips – For the violation of consumer rights, file a complaint with the National Consumer Authority of your country to resolve any consumer dispute.

Alternative ways to lodge a complaint:

Note – Not satisfied with the final order of the AirSewa Nodal Officer? You may approach the Ministry of Civil Aviation, respective statutory bodies of the government or civil aviation tribunal. Further, you may approach the court after consulting with the legal expert.

For disputes related to violation of regulatory laws by airlines, licensing, corruption, pilot certification, aircraft certificates, and other regulatory rules, approach the appointed Nodal Officers of the Public Grievance Cell of the DGCA (Directorate General of Civil Aviation).

Domestic & International Airlines: Submit your concerns

You can file a grievance against these airlines to the AirSewa Nodal Officer for the violation of passenger rights or unsatisfactory flight services.

Domestic & International Airlines (Flight Code):

• Aeroflot (SU)
• Aerologic (3S)
• Air Arabia (G9)
• Air Asia Berhad (Intl Tickets) (AK)
• Air Astana (KC)
• Air Austral (UU)
• Air Canada (AC)
• Air China (CA)
• Air France (AF)
• Air India (AI)
• Air Mauritius (MK)
• Air Seychelles (HM)
• AirAsia India (I5)
• Akasa Air (QP)
• All Nippon Airways (NH)
• Alliance Air (India) (9I)
• Ariana Afgan (FG)
• Asiana Airlines (OZ)
• Austrian Airlines (OS)
• Bangkok Airways (PG)
• Bhutan Airlines (B3)
• Biman Bangladesh (BG)
• British Airways (BA)
• Buddha Air (U4)
• Cathay Pacific (CX)
• China Airlines Ltd (Cl)
• China Eastern Airlines (MU)
• China Southern (CZ)
• Dragon Air (KA)
• Druk Air (KB)
• Egypt Air (MS)
• EL-AL-Israel (LY)
• Emirates Airline (EK)
• Ethiopian Airlines (ET)
• Etihad Airways (EY)
• Eva Airways (BR)
• Federal Express (FX)
• Finn Air (AY)
• Fly Dubai (FZ)
• FlyBig (S9)
• GoAir (G8)
• Gulf Air (GF)
• IndiaOne Air (I7)
• IndiGo (6E)
• Iran Air (IR)
• Iraqi Airways (IA)
• Island Aviation Services (Q2)
• Japan Airlines (JL)
• Kalitta Air (K4)
• Kam Air (RQ)
• Kenya Airways (KQ)
• KLM Airlines (KL)
• Korean Air (KE)
• Kuwait Airways (KU)
• Lufthansa (LH)
• Mahan Air (W5)
• Malaysia Airlines (MH)
• Malindo Airways (OD)
• Mihin Lanka (MJ)
• Myanmar Airlines (8M)
• Nepal Airlines Corporation (RA)
• Oman Airlines (WY)
• Pak International (PK)
• Qatar Airways (QR)
• Regent Airways (RX)
• Safi Airways (4Q)
• Saudia (SV)
• Scat Airlines (DV)
• Shandong Airlines (SC)
• Silk Air (MI)
• Singapore Airlines (SQ)
• SpiceJet (SG)
• Srilankan Airways (UL)
• Star Air (S5)
• Swiss Air (LX)
• Tajik Air (7J)
• Thai Airways (TG)
• Thomas Cook Airlines U.K (MT)
• Trans aero Airlines (UN)
• Turkish Airlines (TK)
• Turkmenistan Airlines (T5)
• Ukraine International (PS)
• United Airlines (UA)
• United Airlines Bangladesh Ltd (BD)
• United Parcel Services (5X)
• Uzbekistan Airways (HY)
• VietJet Air (VJ)
• Virgin Atlantic (VS)
• Vistara (UK)
• Yemenia Airways (IY)

Important Instructions:

• Kempegowda International Airport, Bengaluru:
  • The passengers can dial the toll-free helpline number 18004254425 for the flight’s inquiry or call the General Inquiry Helpline number at +918066782258 (airport)
• Chhatrapati Shivaji Maharaj International Airport (CSIA), Mumbai,
  • Do you need help? Dial the helpline number +912266851010 for airport services at CSIA.
• Indira Gandhi International Airport (IGIA), New Delhi:
  • For airport complaints, e-mail the Nodal Officer at Airport-DutyManager@gmrgroup.in
  • If not satisfied with the response, further escalate to the Appellate Authority (Public Grievance Officer) at PGO.IGIA@gmrgroup.in with the information of issues.
  • For lost property or bags, email LostProperty.Dial@gmrgroup.in with details of luggage and items.
•  Rajiv Gandhi International Airport (RGIA), Hyderabad:
  • For airport help, call the helpline number +914066546370 or e-mail rgia.customersupport@gmrgroup.in (Nodal Officer).
  • Further, you may bring notice to the Appellate Authority by complaining via e-mail at PGO-RGIA@gmrgroup.in to the Public Grievance Officer of the airport.
  • To report related to lost luggage or bags, call +914066606064 or e-mail ghiallost&found@gmrgroup.in with details of lost items.

Have your complaints not been resolved by one of these airlines (flights)? Escalate the disputed case to the AirSewa Nodal Officer by e-mail or use the above details. Do you know your flight passenger rights? No! Read below.

Flights Passenger Rights

The Ministry of Civil Aviation has introduced a Passenger Charter to ensure your rights when travelling by flight. Knowing your rights can lead to a more comfortable journey. This charter provides essential rules and rights in a user-friendly format.

To file a grievance for any violations by airlines, airports, or aircraft, contact the AirSewa Nodal Officer. For comprehensive details and specific regulations, read passenger flight rights and guidelines or refer to Civil Aviation Requirements (CAR) on DGCA and relevant laws.

Raise a complaint about:

Some list of issues related to airlines, flights, airports, and air travel that can be raised to the AirSewa Nodal Officer and further to the respective departments of the Ministry of Civil Aviation or authority, for example – DGCA, Tribunal for Civil Aviation, or directly to Nodal Officer of MoCA. Raise your complaint about:

Airline:

• The issues related to flight delays, cancellations, or overbooking of flights
• Lost or delayed baggage along with concerns about security and safety
• Poor air travelling customer service or rude airline staff including:
  • Limited or lack of cleanliness or poor-quality in-flight entertainment
  • Unsatisfactory refreshment, food, meal, and beverage options
  • Disruptions due to unruly or disruptive passengers
• Issues with seat allocation and in-flight discomforts, such as limited legroom or uncomfortable seats
• Disputes with flight tickets like money refund (ticketing/fare), cancellation of the ticket, hidden fees, or additional charges
• Issues with visa (international flights) including:
  • Required travel documents,
  • Online check-in, boarding, or ticket-booking systems
• Any form of discrimination in flight or prejudice based on race, gender, nationality, or disability
• Some critical airline concerns like flight crew strikes, labour disputes, or environmental harms
• Lack of facilities for medical emergencies or other health issues

Airport:

• Long wait times and queues for security screening and check-in, and facilities issues at the airport such as:
  • Limited or inadequate seating, retail shops, food and beverage options, and other amenities
  • Insufficient or poorly maintained restroom or waiting/seating area facilities
  • Issues with lost or damaged luggage at the airport
  • Concerns related to trolly, amenities, buggy, or Wi-Fi
  • Customs and immigration procedures or long wait times
  • Problems related to AC (air conditioning) or maintenance
• Inadequate cabs/taxi availability, parking facilities, or high parking fees including:
  • Signage or confusing layout of the airport
  • Confusing information about flight schedules and gate changes
• Lack of accessibility for passengers with disabilities or special needs
• Inadequate or overpriced/high-charging airport hotels or accommodation options
• Concerns related to security and safety, such as inadequate screening procedures or insufficient emergency preparedness at the airport.

BCAS:

Any complaints about the Bureau of Civil Aviation Security (BCAS), that may include:

• Issues with security program approval or clearances
• Complaints related to entry passes, permitted & prohibited items
  • According to BCAS, MoCA, prohibited items are weapons, explosives, incendiaries, and items that are seemingly harmless but may be used as weapons – the so-called “dual-use” items
  • If you are travelling with children, read the precautionary guidelines of BCAS
• Other concerns with the services of BCAS

Customs:

• The issues with passport control and customs clearance at arrival or departure airports include:
  • Inaccurate or unclear information about customs regulations and procedures
    • Unreasonable valuation of goods or items excessive customs fees/taxes, or rude behaviour from customs officials (unethical practices)
• Some serious concerns at customs clearance at the airports of India may include:
  • Confiscation of prohibited items, such as food, addictive substances, drugs, or weapons
  • Issues with the seizure of personal belongings or property without proper justification or documentation
  • Matter of disputed currency exchange or declaration requirements, or unclear information about duty-free shopping or tax refunds
• Other issues like:
  • Confusion or disputes over import/export regulations or restrictions
    Air cargo, parcel clearance, or other delivery issues.

DGCA:

• Disputes related to violations of safety regulations, such as:
  • Inadequate maintenance of aircraft or failure to comply with safety protocols
  • Fines or penalties for violations of regulations or failure to comply with regulatory requirements
• Disputes with regulations and compliance with laws including:
  • Disagreements over proposed regulations or changes to existing regulations
  • The allocation of airport slots or landing rights
  • The granting or revocation of operating licenses
  • Labour regulations, such as disputes over working conditions or wages
• Disputes over competition regulations (anti-competitive behaviour or monopolistic practices), regulation of international air travel, air traffic control, or airline alliances.
• Issues with consumer protection regulations may include pricing information, quality of services, or properly disclosing fees and charges.

Helicopter (General Aviation):

• Safety concerns, such as inadequate maintenance or improper pilot training
• Issues with booking general helicopters and scheduling, such as overbooking or last-minute cancellations
• problems with transportation to and from the helicopter pad
• Disputes over fares/fees, charges, and liability or compensation in case of accidents or injuries
• Services of helicopter landing and storage facilities for commercial purposes
• Concerns related to flight routes, airspace restrictions, and landing rights in certain areas.

Immigration:

• Concerns related to immigration at departure or arrival airports:
  • Matters of passport control and immigration clearance or immigration fees or taxes
  • Problem with entry permits or approvals for certain types of travel, such as business or study purposes
  • Entry requirements, such as health checks, check-in, or COVID-19 testing
• Issues with immigration forms or documents, passport validity or expiration dates.
• Other complaints about immigration at airports in India.

Security:

Any serious matter of security at the airport that may include concerns of:

• Security Check
• Boarding Gate
• Terminal Entry
• Other security vulnerability

Domestics Airports

Domestic airports are connected with international airports so residents can access the fast mode of passenger travelling or transport services like cargo, logistics, and other carrier services. If you have complaints or unpleasant experiences with the services of these domestic airports, submit them to the Ministry of Civil Aviation.

Cities with Domestic Airports:

• Adampur
• Agartala
• Agatti
• Agra
• Aizwal
• Akola
• Prayagraj (Allahabad)
• Aurangabad
• Bagdogra
• Balurghat
• Bathinda
• Belgaum
• Bhavnagar
• Bhopal
• Bhuj
• Bidar
• Bikaner
• Darbhanga
• Dehradun
• Dibrugarh
• Dimapur
• Diu
• Durgapur
• Gaya
• Gorakhpur
• Gwalior
• Hindon Airport
• Hubli
• Jabalpur
• Jaisalmer
• Jalgaon
• Jammu
• Jamnagar
• Jharsuguda
• Jodhpur
• Jorhat
• Kadapa
• Kailashahar
• Kalaburgi(Gulbarga)
• Kamalpur
• Kandla
• Kangra
• Kanpur
• Keshod
• Khajuraho
• Khowai
• Kishangarh
• Kolhapur
• Kota
• Kullu
• Leh
• Lilabari
• Ludhiana
• Malda
• Mihan
• Mundra
• Mysore
• Nanded
• Nasik
• Pakyong
• Pantnagar
• Passighat
• Pathankot
• Patna
• Pithoragarh
• Pondicherry
• Porbandar
• Pune
• Raipur
• Rajahmundry
• Rajkot
• Ranchi
• Rupsi
• Salem
• Satna
• Shillong
• Shimla
• Shirdi Airport
• Sholapur
• Silchar
• Tanjavur
• Tezpur
• Tezu
• Thoise
• Tiruchirappalli
• Tirupati
• Tuticorin
• Udaipur
• Vidyanagar
• Warangal

Helicopters Service Providers for General Aviation

As per the information of the Ministry of Civil Aviation, some registered commercial & passenger helicopter service providers in India that come under general aviation services are:

• Aerotech Aviation India
• Air Charter Services
• Airmid Aviation Services
• Aman Aviation & Aerospace Sol.
• Arrow Aircraft Sales & Charters
• Aryan Aviation
• B.G. Shirke Const. Tech.
• Bajaj Aviation
• Davangere Sugar Company Ltd
• Dhilion Aviation
• DLF Limited
• EON Aviation
• Escorts Ltd
• Ghodawat Enterprises
• Global Vectra Helicorp
• GMR Aviation
• Govt. of Rajasthan
• HAL Rotary Wing Academy
• Heligo Charters
• Heritage Aviation
• Himaiyaputra Aviation
• Himalayan Heli Services
• Hiranandani Aviation
• Indra Air
• Kestrel Aviation
• Kiaan Airways
• King Rotors & Air Charter
• Ligare Aviation
• India Flysafe Aviation
• Indo Pacific Aviation
• lndocopters
• Maharaja Aviation
• Malhotra Helicopters
• Mandke & Mandke Infrastructure
• Orbit Aviation
• OSS Air Management
• OSS Aviation
• Oxford Enterprises
• Pawan Hans Helicopters
• Pinnacle Air
• Prabhatam Aviation
• Prayag Aviation Services
• Prem Air
• Raymond Ltd
• Reliance Commercial Dealers
• Reliance Transport & Travels
• Saarthi Airways
• SAR Aviation Services
• Silver Jubilee Traveller
• Simm Samm Airways
• Sky One Airways
• Span Air
• Suhan Aviation
• Summit Aviation
• Thumby Aviation
• Trans Bharat Aviation
• United Hen-charters
• Utair India

Frequently Asked Questions: Flights, AirSewa, and MoCA

Question: Where can I initiate a complaint about airline, airport, or flight services, and how can I access help?
Answer: The help desks are designed to provide immediate assistance and support to travellers in case of lost or damaged baggage, flight delays, or any other issues. You can access these help desks at the airport to lodge your complaint and claim compensation. Additionally, you may complain online through digital platforms, including airline websites or apps.

Question: What are the rights of air travellers when it comes to being informed about denied boarding, flight cancellations, or delays?
Answer: As a flight passenger, you have the right to be informed about your entitlements in the event of denied boarding, flight cancellations, or delays. Airlines are obligated to display a clear notice at the check-in counter that contains information on your rights to compensation and assistance. You may also review the Passenger Charter given along with your ticket or access the DGCA portal to learn more about your rights.

Question: What should I do if I am not satisfied with the resolution provided by airlines, airports, or aircraft operators and respective authorities?
Answer: If you are not satisfied with the final resolution provided by the airline or appellate authorities of the airports, you can escalate your complaint to the AirSewa Nodal Officer, Ministry of Civil Aviation (MoCA) against the airlines, airport, or aircraft operators.

Question: I’m not satisfied with the final resolution of the AirSewa Nodal Officer, what should I do?
Answer: If even the AirSewa Nodal Officer has not provided a resolution or you are dissatisfied with the final response, you may approach any statutory body or court set up under relevant applicable laws, including DGCA (Directorate General of Civil Aviation), the aviation tribunal, consumer commission for violation of consumer rights, or arbitration tribunal (if constituted).

Reference

• Passenger charter – AirSewa, Ministry of Civil Aviation
• FAQs – AirSewa
• Public grievance – DGCA (Directorate General of Civil Aviation)
• Organization charter – Ministry of Civil Aviation (MoCA)