Passenger Rights

Passenger Rights

The Indian government has official regulations to help ensure a positive experience for passengers travelling on Indian airlines and through airports in India.The Passenger Charter, issued by the Ministry of Civil Aviation (MoCA), serves as a guide to the rights and duties of airline passengers. To learn more about the passenger rights, please refer to the Passenger Charter, ver. effective 15 February 2023.

Additionally, you can also visit the Directorate General of Civil Aviation (DGCA) website for a better understanding of the passenger rights specified in the Passenger Charter.

Grievance Redressal Procedure:

The below is the procedure for any grievance redressal:

  1. The passenger first has to write to the Customer Support team at our customer support portal; after reviewing the grievance, the Customer Support agent will share the resolution.
  2. If the passenger is not satisfied with the response of the Customer Support agent, then they can quote their grievance to the Nodal Officer, who may be contacted at nodalofficer@airindia.com,
  3. If the passenger is still unsatisfied and wishes to appeal, they can lodge an appeal with our Appellate Authority at appellateauthority@airindia.com quoting their grievance.
  4. The passenger can also log in to the AirSewa portal to submit grievances.  

Kindly note that for speedy redressal of your grievance, while escalating your grievance to Nodal officer or Appellate Authority, it is advisable to have a valid customer support Case ID raised at customer support portal mentioned above.

Contact details of Nodal Officer & Appellate Authority from Air India:

Nodal Officer: Mr. Abdesh Kumar
E-Mail: nodalofficer@airindia.com

Appellate Authority: Ms. Bhavna Tiwari
E-Mail: appellateauthority@airindia.com

Know more about rights for passengers from:

To request a refund or compensation claim under Canadian Passenger Rights, please reach out to customer support.