Nodal Officer, AirSewa: File a Flight or Airport Complaint to Nodal Officer of AirSewa, Ministry of Civil Aviation

AirSewa is an initiative by the Ministry of Civil Aviation, Government of India, introduced in November 2016 to address the issues related to airports, flights, and air travel. Passengers can lodge their complaints to the appointed AirSewa Nodal Officer of the Ministry of Civil Aviation.

Additional services of AirSewa include airport and flight information, booking UDAN flights, and filing complaints online for issues related to airports, helicopters, flights, and civil aviation matters.

Additionally, you can report concerns about:

• Flights, Airport, and Air Travels
• Customs
• Immigration
• BCAS (Bureau of Civil Aviation Security)
• DGCA (Directorate General of Civil Aviation)
• General Aviation Helicopters
• Security

Want to file a flight or airport complaint? To register a complaint related to aircraft carriers and civil aviation services, follow a three-level grievance resolution process.

In Level 1, complain directly to airlines, airport authorities, or aviation service providers or file compensation claims at this stage. If not resolved then escalate the grievance to AirSewa Nodal Officer of the Ministry of Civil Aviation (MoCA) at Level 2.

Note: If you are not satisfied with the final resolution or the dispute persists after Level 2, consider filing complaints with the Consumer Commission (NCDRC), statutory bodies, or courts, depending on applicable laws.

How to File a Flight/Airport Complaint to Nodal Officer, AirSewa?

As per the Ministry of Civil Aviation’s Citizen Charter, AirSewa is an integrated platform where the passenger of both domestic and international flights, as well as users of airports and helicopter travel, can submit their complaints directly to the Nodal Officer of the Ministry of Civil Aviation (MoCA). The grievance redressal mechanism is divided into 3 levels.

Grievance Redressal:

3 Levels of lodging a complaint:

• Level 1: Airport, Airlines, or Aviation Operator
  • Call the toll-free number, or contact the airport helpdesk
  • Email or complain online
  • Not resolved? Escalate to senior officials.
• Level 2: AirSewa Nodal Officer, MoCA
• Level 3: Statutory Body, Tribunal, or Courts

Please Note: Business entities, airline operators, or those involved in civil aviation may seek licenses, operational approvals, vigilance, and related matters by engaging with the Directorate General of Civil Aviation (DGCA).

Instruction: In cases involving disputes, regulations, licenses, corruption, or certifications related to airlines, airports, or other stakeholders in civil aviation, may contact either the DGCA or the Airport Authority of India (AAI).

Level 1: Complain to Airport, Airlines, or Aviation Operator

At Level 1, you can take the first step to file a complaint directly with airport authorities, airlines, or aviation operators regarding passenger flights, airports, and other carriers, which includes general passenger helicopters and aircraft.

The issues may include:

• Flight delays, cancellations, baggage mishandling, customer service, or any other aspect of your air travel experience
• Operation and services of airlines, airports, or aviation operators, such as licensing, safety, or quality of service

Register your flights or airport complaints online or offline by approaching the helpdesk or customer care. You may also call the toll-free flight helpline number and contact details of airports.

1. Airport

Lodge your complaint to airport authorities about major airports in India:

1. Indira Gandhi International Airport (IGIA), New Delhi:

2. Chhatrapati Shivaji Maharaj International Airport (CSIA), Mumbai:

3. Kempegowda International Airport, Bengaluru:

4. Rajiv Gandhi International Airport (RGIA), Hyderabad:

5. Sardar Vallabh Bhai Patel International Airport, Ahmedabad:

International Airports

Also, you can raise your concerns related to these international or domestic airports:

2. Airlines

Passengers can lodge a complaint about domestic/ international flights and their operations to the concerned airlines in India. If you want to report an issue related to international airports, contact the concerned airline through a toll-free airline helpline number, email, or file a flight complaint online.

Contact Indian Airlines:

• Air India (AI)
• AirAsia India (I5)
• Alliance Air (India) (9I)
• GoAir (G8)
• IndiaOne Air (I7)
• IndiGo (6E)
• SpiceJet (SG)
• Star Air (S5)
• Vistara (UK)
• Aakasha Air

Note: Not resolved airline or airport complaints or want to report any breaches of passenger rights by flight operators? You can lodge a complaint to the AirSewa Nodal Officer, MoCA at level 2.

Level 2: AirSewa Nodal Officer, MoCA

As per the civil aviation rules of the Ministry of Civil Aviation, if your submitted complaints to airlines, airport authorities, and aircraft carriers related to flights/airports are not resolved within the given resolution period, file a complaint to the AirSewa Nodal Officer, MoCA.

While lodging a complaint online, provide the following details:

• 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)

Finally, submit the online complaint form to initiate further investigation by the AirSewa Nodal Officer regarding airlines or airport authorities. Remember to note down the reference or acknowledgement number for tracking the status by logging in again.

Official details to register a flight complaint to AirSewa Nodal Officer:

If you wish, you may use the Ministry of Civil Aviation’s alternative communication channels or social media platforms to escalate your grievances with the AirSewa Nodal Officer.

Alternative ways to lodge a complaint to AirSewa:

If you have concerns about airlines violating the rules, issues with licenses, corruption, pilot certifications, aircraft certificates, or other regulatory matters, reach out to the designated Nodal Officers at the Public Grievance Cell of the Directorate General of Civil Aviation (DGCA) to address these disputes.

Note: Dissatisfied with the AirSewa Nodal Officer’s final decision? Approach the Ministry of Civil Aviation, relevant government regulatory bodies, the Consumer Commission, or the civil aviation tribunal. Additionally, seeking legal counsel and pursuing the matter in court is an option after consulting with a legal expert.

Level 3: Appellate Authority: Consumer Commission

If you are not satisfied with the final resolution of the AirSewa Nodal Officer then you may approach the concerned appellate authority, consumer commission, or tribunal/judicial court to file your case to get compensated for monetary loss or resolve the dispute with the airline/airport.

1. Ministry of Civil Aviation (MoCA): You can file a complaint online against the airline or airport to the Ministry of Civil Aviation through CPGRAMS (Public Grievance, Govt. of India) after getting an unsatisfactory response from the AirSewa Nodal Officer.
2. National Consumer Helpline (NACH): Lodge an informal consumer complaint against the airline/airport to the National Consumer Helpline, Ministry of Consumer Affairs for violation of consumer rights. You may also start an arbitration with operators/carriers with the help of arbitrator NACH.
3. Consumer Disputes Redressal Commission, NCDRC (E-DAAKHIL): You can file a formal consumer complaint online against the airline or airport operator to the National/ State/ District Consumer Disputes Redressal Commission (NCDRC) through E-DAAKHIL. You can appeal with the Commission for compensation against monetary loss.

Please Note: Finally, you may take the help of a legal expert to take legal action against the airline company/ airport operator by approaching the concerned judicial court.

Types of complaints

You can raise various concerns related to airlines, airports, and air travel with the AirSewa Nodal Officer and relevant authorities. These include:

• Airlines:
  • Flight disruptions: delays, cancellations, overbooking
  • Baggage concerns: lost/delayed items, safety
  • Service quality: Crew member, cleanliness, entertainment, seat allocation, or discomfort
  • Food and beverage: inadequate options
  • Passenger behaviour: unruly incidents or discrimination issues
  • Ticket problems: refunds, hidden fees
  • Visa matters: documentation, check-in
  • Health and safety: medical emergencies
• Airports:
  • Facilities: Long wait times, facility concerns, trolley, amenities, Wi-Fi issues, restroom, seating, and retail concerns
  • Services: Lost/damaged luggage, accessibility for disabilities, parking availability, fees and Hotel accommodations
  • Others: Customs, immigration wait times, security, and emergency preparedness
• BCAS (Bureau of Civil Aviation Security):
  • Checkings: Entry passes, prohibited items, and ignorance
  • Others: Complaints about BCAS services and security program issues
• Customs:
  • Regulations: Air cargo, parcel issues, import/export regulation concerns, seizure disputes, prohibited item confiscation, and currency issues
  • Others: Customs clearance problems, valuation disputes, and excessive fees
• DGCA (Directorate General of Civil Aviation):
  • Airlines: Safety regulation violations and consumer protection concerns
  • Regulations: Fines, penalties, compliance disputes, licensing, regulatory conflicts, competition, and air travel regulations
• Helicopter (General Aviation):
  • Services: Booking, scheduling problems, and transportation to/from helipads
  • Charges: Fare disputes, liability, and refunds
  • Security: Landing facilities, airspace rights, safety, and maintenance issues
• Immigration:
  • Approvals: Passport control, fees, entry permits, health checks, and other approvals
  • Regulations: Documentation, immigration form, and passport concerns
• Security:
  • Security check, terminal entry, boarding gate security, and other security issues

Reference

• Passenger charter – AirSewa, Ministry of Civil Aviation
• FAQs – AirSewa
• Public grievance – DGCA (Directorate General of Civil Aviation)
• Organization charter – Ministry of Civil Aviation (MoCA)