airlines · Air India
How to escalate an Air India complaint
Open a case with Air India support first; its escalation desks ask for the case ID. Then write to the Nodal Officer, then the Appellate Authority, both on Air India’s passenger rights page, and file on AirSewa if needed.
the rule
DGCA rules make every Indian airline publish a Nodal Officer and an Appellate Authority, and its refund rules in force since 26 March 2026 set hard deadlines.
the escalation path, in order
Start with Air India itself
Contact Air India support through airindia.com or the app, and get a customer support case ID before escalating.
Escalate to the Nodal Officer, then the Appellate Authority
If the case stalls, write to the airline’s Nodal Officer, and if that fails, its Appellate Authority. Both are listed on the airline’s website by DGCA rule. Quote the PNR and case number.
Complain on AirSewa
File on AirSewa (airsewa.gov.in or the AirSewa app), the Ministry of Civil Aviation’s grievance portal. It is free, you get a tracking ID, and the complaint goes to the airline’s officer with the Ministry watching.
National Consumer Helpline, then the commission
Call the National Consumer Helpline on 1915 (or 1800-11-4000), WhatsApp 8800001915, or file at consumerhelpline.gov.in. It is free, works in 17 languages, and forwards your complaint to companies that have joined its convergence programme, which then have about 30 days to reply. If that fails too, file at e-jagriti.gov.in.
where Air India lists its officers
Air India publishes its Nodal Officer and Appellate Authority, with email addresses, on the Passenger Rights page of airindia.com.
- Air India Express is a separate airline with its own support and officers.
what people take up with Air India
- Refund for a cancelled or rescheduled flight
- Lost or damaged baggage
- Seat or meal paid for but not given
- Long delays without care or rebooking
keep these ready
- 1PNR, flight number and date
- 2The case number from the airline
- 3How you paid, and whether through an agent or portal
- 4Boarding pass, bag tag or the cancellation message
a complaint you can copy
Subject: Unresolved complaint for PNR [PNR], case [case ID] Dear Air India team, On [date], [what happened, in one or two sentences]. I raised this on [date] (reference [number]), and it has not been resolved. I am asking for [a refund of ₹amount / a fix / a reversal of the charge]. Please resolve this within the timelines set by DGCA. If it is not resolved, I will file it on AirSewa. [Your name] [Registered phone or email]
questions people ask
Who do I escalate an Air India complaint to?
Write to Air India’s Nodal Officer, then its Appellate Authority. Air India publishes its Nodal Officer and Appellate Authority, with email addresses, on the Passenger Rights page of airindia.com. Then file on AirSewa.
Should I call an Air India customer care number I found online?
No. Fake customer care numbers in search results and social media are a common scam. Contact Air India support through airindia.com or the app, and get a customer support case ID before escalating.
What should the complaint say?
Keep it short and specific: what happened and when, every earlier reference number, and exactly what you want. Have these ready: PNR, flight number and date; The case number from the airline; How you paid, and whether through an agent or portal; Boarding pass, bag tag or the cancellation message.
Can Kaval do this for me?
Yes, end to end, for members. Message Kaval on WhatsApp with what happened and the reference numbers you have. Kaval writes the complaint, sends it to the right desk, keeps track of the deadline and chases it, and takes it to the next level when the deadline passes. Membership details are at kaval.chat/pricing.
other airlines guides
complaint with someone else?
Last reviewed October 28, 2026. Rules change; the regulator’s own page has the final word.