Flight Complaint — AirSewa, DGCA Rules and Your Entitlements
Air passenger rights in India are written down in DGCA civil aviation requirements. Quoting the right one turns a complaint from a request into a claim.
- Who to contact first
- The airline first — its nodal officer and then its appellate authority, both of which DGCA requires every scheduled carrier to appoint and publish.
- How to reach them
- Complain to the airline, then escalate on AirSewa at airsewa.gov.in, which is how a complaint reaches the DGCA.
- How long to wait
- DGCA CARs set the refund deadlines by payment method and the compensation for delay, cancellation and denied boarding.
- If they ignore you
- A consumer commission can award compensation beyond the CAR entitlements, within two years of the cause of action.
Official source · last verified 2 September 2026 — AirSewa — Ministry of Civil Aviation. GetNyay is not affiliated with, endorsed by, or acting for any government department.
Air passenger entitlements are written down: refunds and the 48-hour look-in window in DGCA CAR Section 3 Series M Part II, and delay, cancellation and denied-boarding compensation in Part IV. A complaint that says the airline was unhelpful invites an apology. One that names the CAR, states the entitlement and asks for that specific amount is a claim the airline has to answer. Note also that a refund must include the statutory taxes and airport levies.
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All contact channels
Every channel below was read on an official page. Contact details change — the source for each is linked in the verification footer at the end of this page.
The escalation ladder, level by level
Work through these in order. Every forum above asks what you did below, and skipping a rung is the commonest reason a complaint is sent back.
- 1Airline customer relationsWait Airline-specific
The airline’s customer relations.
The PNR, the flight number and date, and the specific entitlement claimed.
- 2Nodal officer → appellate authorityWait As stated by the carrier
The airline’s nodal officer, then its appellate authority.
The earlier reference and the CAR provision you rely on. Both officers are DGCA-mandated and published on the airline website.
- 3AirSewa — Ministry of Civil AviationWait Not published as a fixed period
AirSewa, which routes the grievance to the DGCA.
airsewa.gov.in
The PNR, both airline references and the entitlement claimed.
- 4Consumer Commission — e-JagritiWait Two years from the cause of action
The consumer commission, for compensation beyond the CAR entitlement.
e-jagriti.gov.in
The ticket, the payment record and proof of consequential loss.
How the process runs
- 1Complain to the airline with the CAR cited
PNR, flight and date, and the entitlement you are claiming — not a general account of the disruption.
then: if unresolved - 2Nodal officer, then appellate authority
DGCA requires every scheduled carrier to appoint and publish both. Use them in order.
then: if still unresolved - 3AirSewa
airsewa.gov.in is the Ministry of Civil Aviation portal through which a complaint reaches the DGCA.
then: for compensation beyond the CAR - 4Consumer commission
e-Jagriti, within two years, where the disruption cost you more than the CAR entitlement covers.
What this system will not take up
Filing one of these wastes the whole period — it is closed on that ground alone.
- Anything pending before a court.
- Disruption caused by circumstances the CAR excludes from compensation.
- A dispute with a travel agent or online travel platform rather than the airline.
- Foreign carriers on wholly international routes, where other regimes may apply.
What to have ready before you complain
Assemble these first. A complaint that opens with the identifying numbers gets routed; one that opens with how long this has been going on gets a template reply.
- The PNR and the ticket, showing the fare and taxes paid.
- The flight number, scheduled time and actual time.
- The cancellation or delay notification, with its timestamp.
- Boarding pass or denied-boarding endorsement.
- Receipts for what the disruption actually cost you — hotel, transport, missed connection.
- The airline’s reference number at each stage.
Timelines at a glance
How long to wait at each stage, and where that period comes from.
| Stage | Window | Where it comes from |
|---|---|---|
| Refund after cancellation | By payment method, as prescribed | DGCA CAR Section 3, Series M, Part II (Revision 3, effective 26 March 2026) |
| Look-in window after booking | 48 hours | DGCA CAR Section 3, Series M, Part II |
| Delay, cancellation and denied boarding compensation | As prescribed by the CAR | DGCA CAR Section 3, Series M, Part IV |
| Consumer complaint | Two years from the cause of action | Consumer Protection Act, 2019 |
Common complaints handled here
Who runs this, and who is above it
Directorate General of Civil Aviation, Ministry of Civil Aviation
Air passenger entitlements in India are set out in DGCA civil aviation requirements rather than left to airline policy — refunds and the look-in window in Series M Part II, and delay, cancellation and denied-boarding compensation in Part IV. That is what makes an aviation complaint different from most: you are claiming a published entitlement, not asking for goodwill.
https://airsewa.gov.in/ →If they ignore you — where to go next
What each forum costs and what it needs before it will take your case.
The PNR and the airline references.
Where you want compensation beyond the CAR entitlement.
Frequently asked questions
How do I complain about an airline in India?
Start with the airline, quoting the DGCA civil aviation requirement you rely on rather than describing the disruption generally. DGCA requires every scheduled Indian carrier to appoint and publish a nodal officer and an appellate authority for passenger grievances — use them in that order. If the airline does not resolve it, escalate on AirSewa at airsewa.gov.in, which is how the complaint reaches the DGCA.
What is the 48-hour look-in window?
DGCA CAR Section 3, Series M, Part II provides a look-in window of 48 hours after booking. It is one of the more useful and least known entitlements, and it is worth checking against what an airline charged you for a correction or cancellation made shortly after booking.
Does a refund have to include taxes and airport charges?
Yes — the DGCA refund requirements cover refund of the statutory taxes and airport levies as well as the base fare. Airlines sometimes refund the fare and retain the rest, and passengers frequently accept it without checking. Compare the refund actually credited against the full breakdown on your ticket before closing the matter.
What compensation applies for a delay, cancellation or denied boarding?
DGCA CAR Section 3, Series M, Part IV sets out the compensation and assistance for delay, cancellation and denied boarding, and the amounts depend on the circumstances and the length of the disruption. Check the current CAR for your situation rather than relying on a figure quoted online — the requirements are revised, and the version in force at the time of your flight is what governs.
Can I claim more than the DGCA compensation?
Yes, at a consumer commission, where the loss you actually suffered exceeded the CAR entitlement — a missed connection, a forfeited hotel booking, a lost day. The CAR sets a floor rather than a ceiling. Keep receipts for everything the disruption cost you, and file within two years of the cause of action.
Is AirSewa free?
Yes. AirSewa is the Ministry of Civil Aviation grievance portal and costs nothing to use, as does complaining to the airline’s nodal officer and appellate authority. The only cost that can arise is a consumer commission filing fee, and there is none where the consideration paid is up to ₹5 lakh.
Letter and notice formats
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Related escalation guides
Every contact detail on this page was read on an official page — primarily AirSewa — Ministry of Civil Aviation. Government contact details change without notice. If something here is out of date, tell us and we will check it.
What we deliberately left blank (3)
- — The specific compensation amounts under Series M Part IV, which depend on the circumstances and are revised — check the CAR in force for your flight date.
- — Airline-specific nodal officer contacts, which each carrier publishes on its own site.
- — AirSewa was not opened directly when this page was built.