Grievance Resolution Process
At Air India, our goal is to resolve customer concerns promptly. Our customer service team is supported by authorities dedicated to helping resolve grievances. Here are the steps to submit a complaint—and escalate it if necessary:
Submit your grievances to our customer service portal
Go to Air India’s Customer Service Portal to share your grievance. When you do, you’ll receive a unique Case ID number. We ask for your email address so the customer service agent reviewing your grievance can follow-up or share issue resolution at the earliest.
For comments concerning Civil Aviation Requirement, Section 3—Air Transport, Series M Part IV, or if you are not satisfied with the resolution provided, please contact:
Grievance Redressal Procedure:
The below is the procedure for any grievance redressal:
- The passenger first has to write to the Customer Support team at our customer support portal; after reviewing the grievance, the Customer Support agent will share the resolution.
- If the passenger is not satisfied with the response of the Customer Support agent, then they can quote their grievance to the Nodal Officer, who may be contacted at nodalofficer@airindia.com.
- If the passenger is still unsatisfied and wishes to appeal, they can lodge an appeal with our Appellate Authority at appellateauthority@airindia.com quoting their grievance.
Kindly note that for speedy redressal of your grievance, while escalating your grievance to Nodal officer or Appellate Authority, it is advisable to have a valid customer support Case ID raised at customer support portal mentioned above.
Contact details of Nodal Officer & Appellate Authority from Air India:
Nodal Officer: Mr. Abdesh Kumar
E-Mail: nodalofficer@airindia.com
Appellate Authority: Ms. Bhavna Tiwari
E-Mail: appellateauthority@airindia.com