Airline Refund Evidence Checklist — Documents for Flight Cancellation & Refund Complaint | GetNyay

Airline refund disputes — for flight cancellations, flight delays, denied boarding, or baggage loss — are regulated by DGCA (Directorate General of Civil Aviation). DGCA's Civil Aviation Requirements (CAR) prescribe specific compensation entitlements for passengers. The Air Sewa portal is the mandatory first step before consumer court. This checklist ensures your complaint is fully documented before you file.

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Booking & Ticket Evidence

Booking confirmation email with PNR / booking referencerequired
E-ticket or printed ticket showing passenger name, flight, date, seat numberrequired
Payment receipt / credit card statement showing amount paidrequired
Original fare receipt (for refund disputes — shows what you paid)required

Flight Cancellation / Delay Evidence

Airline cancellation notification SMS/email (exact time of notification)required
Screenshot of flight status on airline website or Flightradar24 showing cancellation/delayrequired
Alternative flight offered by airline (or evidence that no alternative was offered)
Meal vouchers, hotel accommodation provided by airline (or evidence of non-provision)

Denied Boarding Evidence

Proof of check-in (boarding pass, web check-in confirmation, or check-in queue photo)required
Written "Denied Boarding" certificate from airline (airlines are required to issue this)required
Evidence that your booking was confirmed and valid at time of boardingrequired

Baggage Loss / Damage Evidence

Baggage tag / claim receipt (given at check-in)required
PIR (Property Irregularity Report) — file this at the airport before leaving the terminalrequired
List of items in baggage with approximate values (for lost baggage claims)required
Photographs of damaged baggage (at airport, before leaving)
Purchase receipts for items in baggage (for high-value items)

Refund Complaint Evidence

Refund request confirmation from airline (email or portal reference)required
Evidence refund was not credited within 7 working days (bank statement)required
Written complaint to airline customer care (email with complaint reference)required
Air Sewa complaint number (from airsewa.gov.in)required

Where to File

DGCA Air Sewa Portal (airsewa.gov.in) → Consumer Forum (eDaakhil.nic.in) if Air Sewa does not resolve. For international flights, also check DGCA's guidelines vs. the operating country's aviation authority.

Expert Tip

Under DGCA rules, airlines must refund cancelled flight tickets within 7 working days (3 working days for credit card payments). For denied boarding due to overbooking, you are entitled to: (a) a confirmed seat on next available flight + meals, OR (b) a full refund + compensation of ₹2,000–₹10,000 depending on flight duration. Demand the "Denied Boarding Certificate" at the gate — it is mandatory under DGCA rules.

Related Resources

Airline Refund Complaint India Airline Travel Help Center IndiGo Grievance Officer How to File Consumer Complaint Draft Your Complaint Now

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Disclaimer: GetNyay is an AI legal drafting platform, not a law firm. This checklist is for general consumer awareness and does not constitute legal advice. Document requirements may vary by state, forum, or specific case facts. Consult a qualified advocate for legal guidance specific to your situation.

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