How to report grievance about Airline through AirSewa?

Wondering how to file a report against Airlines? Yes, you are at the right place to get guidance on reporting your grievance about airlines.

Airsewa portal enables passengers to submit grievance and seek information about air travel in India. It is an initiative of Ministry of Civil Aviation, Government of India

How to file a complaint against airlines through AirSewa?

Follow the below steps to lodge a complaint about an airline through the AirSewa portal

• Visit AirSewa portal

• Click on the “Grievance” option on top of the homepage OR click on “Grievance Redressal” on the home page

• In the Grievance Redressal screen, click on “Report a new grievance”

• To file a grievance, you need to be logged in.

• A popup with the message “you need to be logged in to register a new grievance”, click on “Login” to proceed

• You will land on-page, where you can log in/signup to AirSewa

Note: You can signup to the AirSewa portal using your Name and email/mobile number

• On the next screen, you can select " Grievance Related To”

• Select the option to which your grievance is related from the list.

• Select the stage, “Pre-travel”, “During travel” or “Post-travel”, under “When did the incident happen?” click on “Next”.

• In Traveller and Travel Details screen, You can update your missing “Personal details” ( Mobile Number or Email ID ) and “Journey details”.

• After updating the missing contact details, Select the journey date, and select the appropriate Airline / Airport / Customs / Helicopter - general aviation subcategories.

• Enter the “Flight number” and “PNR / booking number” as required and click on “Next” .

• An OTP is sent to the registered Email ID or mobile number ( or both, if present ). Enter the OTP in the OTP Validation screen.

Note: You can regenerate OTP a maximum of 2 times.

• In the Grievance Type and Category screen, select the appropriate option that you were inconvenienced with and click on “Next”

• In the Grievance Details screen,

You can either record audio describing your grievance ( max audio limit is 60 sec ) OR you can add a textual description for your grievance 

You can add attachments ( max 3 files ) related to your grievance

Enter related previous grievance details, if present and click on the “Preview and Submit button”

• You can preview the grievance details added by you, also can edit the grievance details before submitting the grievance if required.

• After submitting the grievance, the Grievance ID is emailed to your registered Email ID or sent as an SMS to your registered mobile number ( or both, if present )

How to view the current status and other details of a grievance you submitted?

Follow the below steps to view the current status and other details of a grievance you submitted through the AirSewa portal

• Visit AirSewa portal

• Click on the Recent Grievances in the ' Hi < your name 'drop-down on the home page or on the Grievance Redressal screen

• Click on the grievance to go to the Grievance details screen to view the current status and other details.

How to add additional info requested by the AirSewa Nodal Officer?

Follow the below steps add additional info requested by the AirSewa Nodal Officer through the AirSewa portal

When Nodal Officer requests additional info for a submitted grievance, an Email is sent to your registered Email ID or SMS is sent to your registered mobile number (or both, if present). Also the status of the grievance changes to ‘Need more info.

• In the grievance details screen, you can provide the requested additional information and submit the grievance.

In case any further additional information is needed, the Nodal Officer shall request for the same.

How to provide feedback to a resolved grievance?

Follow the below steps to provide feedback to a resolved grievance through the AirSewa portal

Once a grievance is marked as Resolved by the Nodal Officer concerned, the status of the grievance changes to ‘Closed’.

•  In the grievance details screen, for that particular grievance, you will be shown a Feedback button.

• Select whether your issue is resolved (Yes/No), rate the response provided (Very Bad/Bad/Ok/Good/Very Good), add your comments and submit your feedback.