To file a complaint against airlines, airports, or flight operators to the AirSewa Nodal Officer for violation of passenger rights, you can follow these steps:
Step 1: Contact Airlines or Airport Operator
First, you should lodge your complaint directly with the airline, airport authority, or aviation service provider. For this, you can use the toll-free flight helpline number or contact details provided by the airports for assistance. Additionally, you may also file your complaints online through the websites of respective flight operators or airlines.
Contact details of some International Airports in India:
| International Airport | Phone Number(s) | Email (Customer Support, Nodal/Appellate Authority, Lost/Found) |
|---|---|---|
| Indira Gandhi International Airport (IGIA), New Delhi | N/A | Airport-DutyManager@gmrgroup.in, PGO.IGIA@gmrgroup.in, LostProperty.Dial@gmrgroup.in |
| Chhatrapati Shivaji Maharaj International Airport (CSIA), Mumbai | +912266851010 | feedback.bom@adani.com, appellate.authoritybom@adani.com, csmia.lostproperty@adani.com |
| Kempegowda International Airport, Bengaluru | 18004254425, +918066782258, +918884998888 (WhatsApp) | terminalmanager@bialairport.com, appellateauthority@bialairport.com, lostandfound@bialairport.com |
| Rajiv Gandhi International Airport (RGIA), Hyderabad | +914066546370 | rgia.customersupport@gmrgroup.in, PGO-RGIA@gmrgroup.in, ghiallost&found@gmrgroup.in |
| Sardar Vallabh Bhai Patel International Airport, Ahmedabad | +917227923543 | customersupport@adaniairports.com, dtm.amd@adani.com, lostfound.amd@adani.com, appellateauthority.amd@adani.com |
Step 2: Escalation to AirSewa
If your complaints related to flights or airport services are not resolved, escalate it by submitting an online complaint form to the AirSewa Nodal Officer of the Ministry of Civil Aviation (MoCA).
Follow these steps to make your complaint online:
- Visit the grievance portal of AirSewa: https://airsewa.gov.in/
- Click the “Grievance Redressal” option
- Click the “Report a new grievance” button
- Login or register yourself.
- Open the online complaint form
- Fill out the required details in the form as mentioned below.
- Submit the form
Finally, note down the ticket/reference ID to track the status. If not resolved, resubmit the grievance with the reference ID of the previous complaint.
To get technical help or report an issue while lodging your grievance to AirSewa Nodal Officer, email to airsewa@gov.in.
Include necessary information such as contact details, complaint description, and any relevant documents. Within your complaint, you have to provide:
- Grievance Category: Airline, Airport, BCAS, Customs, DGCA, Helicopter – General Aviation, Immigration, and Security
- Incident timing: Pre/post travel or during travel
- Journey details: Date, Flight Code/Airline, Flight Number, and PNR/Booking ID (if applicable)
- Airport details (if applicable)
- Description of the issue with required facts
- Attach supporting documents (if applicable)
Step 3: Further Escalation
If the resolution is unsatisfactory, you can approach the Consumer Commission, statutory bodies, or courts as per applicable laws. For disputes involving regulations, licenses, or certifications, contact the Directorate General of Civil Aviation (DGCA) or the Airport Authority of India (AAI).
For more information, read this article: File a Flight/Airport Complaint to AirSewa, Ministry of Civil Aviation.
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