When this guide is useful
- Your flight was cancelled and the airline did not offer a full refund or alternative flight within 24 hours
- Your checked-in baggage was lost, damaged, or significantly delayed at the destination
- You were denied boarding on a confirmed ticket due to overbooking without adequate compensation
- A significant flight delay of more than 3 hours was not notified in advance
- The airline refunded only a partial amount without clearly explaining the deductions
- A tour operator took your payment but cancelled the trip without refunding within 30 days
Common problems users face
- Airlines cancelling flights and offering travel credits instead of cash refunds as required
- Baggage lost at destination and airline taking months to investigate without any compensation
- Overbooking compensation offered less than the DGCA-mandated amounts
- Refund for cancelled flights blocked behind complex processes requiring repeated follow-up
- Tour operators disappearing after COVID-era travel was cancelled, refusing to refund
- No receipts or documentation given for baggage complaint filed at the airport counter
Information you should collect
Before writing your complaint, gather these details — they form the backbone of any strong complaint document.
- Airline name, flight number, and date of travel
- Booking reference or PNR number
- Your full name as on the ticket and the amount paid
- Date and time of cancellation or incident notification
- Baggage tag number if the complaint involves lost or damaged luggage
- Airline's customer care complaint reference number
- Boarding pass, ticket, or e-ticket confirmation
Documents or proof you should keep
Organized documentation significantly strengthens your position in any complaint or escalation.
What your complaint should include
A complete complaint document covers all of these elements. Leaving out any one weakens your case.
Common mistakes to avoid
Simple complaint format
Use this structure as a starting point. Replace the bracketed fields with your actual details before sending.
Subject: Formal Complaint — Flight Cancellation / Baggage Loss / Denied Boarding — PNR [PNR No.], Flight [Flight No.]
To, The Customer Grievance Officer, [Airline Name], [Airline Address] Subject: [As above] Sir / Madam, I, [Your Name], held a confirmed booking on your Flight No. [Flight No.] from [Origin] to [Destination] on [Date] (PNR: [PNR], Amount Paid: ₹[Amount]). [Describe the specific incident: flight cancelled / baggage lost / denied boarding] on [Date]. I [filed a PIR / raised a complaint] at the airport / helpline on [Date] (Reference No. [ID]). As of [Current Date], [refund has not been received / baggage has not been traced / compensation has not been paid]. You have not provided a satisfactory written response. I request [full refund of ₹Amount / compensation of ₹Amount as per DGCA CAR / baggage tracing and compensation] within 15 days. Failing this, I shall file a complaint with the DGCA AirSewa portal and the Consumer Disputes Redressal Commission. Yours faithfully, [Your Name] [Date]
How GetNyay can help
- GetNyay generates a formal airline or travel complaint letter citing your booking details and specific demand
- The evidence checklist ensures you have all documents ready — boarding pass, PIR, cancellation email
- The generated letter can be customized and downloaded as PDF or Word for immediate submission
- GetNyay outlines the escalation path: airline → DGCA AirSewa portal → consumer court
- The complaint format covers cancellation, baggage loss, denied boarding, and refund disputes
Need help preparing a complaint-ready document?
GetNyay generates an organized, editable complaint letter based on your specific issue — ready in minutes.
Start Preparing My ComplaintFrequently asked questions
Am I entitled to a cash refund if my flight is cancelled?
Yes. Under DGCA regulations, if an airline cancels a flight, you are entitled to a full cash refund if you opt for it. The airline may offer an alternative flight, but accepting a travel voucher is your choice — you can always insist on a cash refund. Refunds should be processed within 7 business days for card payments.
What should I do if my baggage is lost at the airport?
Immediately report to the airline's baggage services counter at the airport and file a Property Irregularity Report (PIR) before leaving the airport. Note the reference number. The airline typically has 21 days to trace lost baggage. If not found, you are entitled to compensation under the airline's conditions of carriage.
What is DGCA AirSewa and how can it help me?
DGCA AirSewa (airsewa.gov.in) is the government portal where air passengers can file complaints against airlines for service failures. If the airline does not resolve your complaint within 30 days, you can escalate to AirSewa and DGCA for further action.
What mistakes should I avoid in an airline complaint?
Always file the PIR before leaving the airport for baggage complaints. Save your boarding pass. Do not accept travel vouchers if you want cash. Follow up in writing, not just by phone. Escalate to DGCA within a reasonable time if the airline is unresponsive.
How does GetNyay help with an airline or travel complaint?
GetNyay generates a formally structured complaint letter for your airline covering cancellation, baggage loss, denied boarding, or refund disputes. The letter includes your PNR, amounts, complaint history, and specific demand — ready to download as PDF or Word for immediate use.