Grievance Resolution Process

At Air India, our goal is to resolve customer concerns promptly. Our customer service team is supported by authorities dedicated to helping resolve grievances. Here are the steps to submit a complaint—and escalate it if necessary:

Submit your grievances to our customer service portal

Go to Air India’s Customer Service Portal to share your grievance. When you do, you’ll receive a unique Case ID number. We ask for your email address so the customer service agent reviewing your grievance can follow-up or share issue resolution via email within 24 hours. 

For comments concerning Civil Aviation Requirement, Section 3—Air Transport, Series M Part IV, or if you are not satisfied with the resolution provided, please contact:

Nodal officer
email -

Appellate authority
email -