Flight & Travel Complaint Letter — Airline, AirSewa & DGCA

How to file a Airline grievance → AirSewa / DGCA → District Consumer Commission complaint

1. 1

   Complain to the airline / travel portal in writing first

   Email the airline's or portal's grievance address within 30 days of the incident, clearly stating your PNR, flight number, what went wrong, and the refund or compensation you want. Quote the DGCA CAR (Civil Aviation Requirement) on refunds and delays. Keep the email — it's your proof of first grievance.

2. 2

   Generate the formal letter with Nyaykar

   Tell us your PNR/booking ID, the airline or portal, the dates, the amount, and what happened. Nyaykar drafts the letter citing DGCA CAR Section 3 Series 'M' Part II (refund timelines and cancellation rights) and CPA 2019 § 2(11) for deficiency in service — without inventing any compensation figure that isn't on record.

3. 3

   Escalate to AirSewa if the airline ignores you

   If the airline doesn't resolve within a reasonable time, file on the Ministry of Civil Aviation's AirSewa portal (airsewa.gov.in) or call 1800-11-4646. AirSewa routes your grievance to the airline's nodal officer and the DGCA and tracks it to closure.

4. 4

   File at a Consumer Commission for a refund / compensation

   For a money claim — refund, compensation for a ruined trip, or duty-of-care expenses — you can file at the District Consumer Commission under CPA 2019. Claims up to ₹1 crore go to the District Commission; court fee is NIL up to ₹5 lakh. You have 2 years from the date of the incident (Section 69).

Frequently asked questions

My flight was cancelled. Am I entitled to a full refund?

Yes. Under the DGCA's Civil Aviation Requirements, a cancellation always gives you the option of a full refund (including statutory taxes and airport fees), regardless of the fare type. The airline must process credit-card refunds within 7 days; for bookings made through a travel agent or portal, the refund must be completed within 21 working days.

The airline only offered a credit shell. Can I demand cash?

For a cancellation, you can insist on a refund to the original payment method — a credit shell is not a substitute for a refund unless you accept it. State this clearly and cite the DGCA CAR on refunds. If the airline refuses, escalate to AirSewa and then a Consumer Commission.

Can I cancel a ticket for free?

Yes, within 24 hours of booking with no cancellation fee, provided the booking was made at least 7 days before departure — this is a DGCA requirement applicable to Indian carriers. Outside that window, the airline's published fare rules apply, but statutory taxes and airport fees must always be refunded.

Which authority handles airline complaints in India?

The Directorate General of Civil Aviation (DGCA) sets passenger-rights rules; the Ministry of Civil Aviation runs the AirSewa grievance portal (airsewa.gov.in, 1800-11-4646). For a refund or compensation as a money claim, a District Consumer Commission under CPA 2019 has jurisdiction. The National Consumer Helpline (1915) can also mediate.

How long do I have to file a complaint?

Email the airline within 30 days while evidence is fresh. For a Consumer Commission, the limitation period is 2 years from the date of the incident under Section 69 of the Consumer Protection Act 2019.

Does this also cover hotel and tour bookings?

Yes. Deficiency in a travel service — a hotel that didn't match the booking, a tour operator who didn't deliver, a portal that took payment without confirming — is a deficiency in service under CPA 2019 § 2(11). The route is the operator's grievance cell first, then the National Consumer Helpline / Consumer Commission.