Passenger Rights
The Indian government has official regulations to help ensure a positive experience for passengers travelling on Indian airlines and through airports in India. The Passenger Charter talks about a passenger’s rights and responsibilities while flying by air. To know about the 'Passenger Charter' issued by the Ministry of Civil Aviation (MoCA), click here.
Grievance Addressal -
For grievance, concerning Civil Aviation Requirement, Section -3, Air Transport, Series M, Part IV refer to the below redressal process.
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
Know more about rights for passengers from:
- Israel
- European Union
- Canada