AirSewa Complaints in 2026 — How to File, What Gets Resolved and How to Escalate
By Ishaani Reddy (Ishaani Reddy writes about the consumer-protection side of travel — DGCA passenger rights, OTA refund policies, hidden fees, dynamic-currency-conversion traps and the seven kinds of booking mistakes that quietly drain Indian travel budgets.) · Published · 10 min read
AirSewa is the Ministry of Civil Aviation's official complaint portal, and most Indian air travellers do not know how to use it effectively. This guide walks through filing, escalation and the realistic resolution outcomes for different complaint types.
What this article covers
What AirSewa is and who runs it
Before you file — the pre-AirSewa airline grievance step
Filing the AirSewa complaint — step by step
What happens after you submit — the routing and response
Complaint categories that get resolved quickly
Complaint categories that struggle and what to do
Realistic timelines and resolution rates
What to include in your complaint narrative
When the airline response is unsatisfactory — re-escalation options
Common AirSewa filing mistakes to avoid
Frequently asked questions
What is the AirSewa portal and who runs it?
AirSewa is the Government of India's online grievance redressal portal for civil aviation, run by the Ministry of Civil Aviation in partnership with the DGCA. It is accessible at airsewa.gov.in (web) and through the AirSewa mobile app on Android and iOS. The portal handles complaints against Indian and foreign airlines operating in India, airport operators (Adani, GMR, AAI), security agencies (CISF, BCAS) and ground handlers. Launched in 2016 and significantly upgraded with AirSewa 2.0 in 2018.
Do I need to file a complaint with the airline first before going to AirSewa?
Yes, in most cases. AirSewa is structured as an escalation channel — you should raise the complaint with the airline directly first, wait for the airline's response within 30 days, and only escalate to AirSewa if the airline does not respond or the response is unsatisfactory. AirSewa accepts complaints filed without this prior airline step, but the airline's response is typically slower and the regulatory pressure is weaker. Always file with the airline first.
What is the typical AirSewa complaint response timeline?
The median time to first response from the airline is 5 to 7 days, and the median time to closure is 14 to 21 days. High-severity complaints (refund delay, denied boarding, compensation refusal) have a stipulated 7-day response window. Lower-severity complaints (service quality, facility issues) have 14 to 21 days. IndiGo and Akasa typically have the fastest response times. The overall resolution rate across all categories is in the 85 to 92 percent range based on AirSewa annual reports.
What types of complaints get resolved quickly through AirSewa?
Complaints with clear regulatory backing and documented violations get resolved fastest. These include refund delays beyond the 7-day or 30-day window, documented denied boarding compensation cases, documented cancellation compensation for cancellations within 24 hours of departure, baggage compensation cases where the airline has acknowledged baggage loss, and PSF/UDF refund cases for unused tickets. The common pattern is clear regulation plus documented violation plus reasonable claim amount (under 50,000 rupees).
What if the airline rejects my AirSewa complaint or provides an inadequate response?
Mark the complaint as unresolved in the AirSewa portal with detailed comments — this flags the case to DGCA's complaints monitoring team. Re-escalate through the National Consumer Helpline at 1915 (call) or ncphelpline.gov.in — NCH brings consumer-protection pressure that complements regulatory pressure. For monetary disputes above 20,000 rupees, consider filing in the District Consumer Disputes Redressal Commission. Each channel adds different leverage.
Should I cite specific DGCA regulations in my AirSewa complaint?
Yes, citing the relevant regulation strengthens the complaint significantly. The CAR Section 3 Series M Part IV is the most commonly relevant regulation for delays, cancellations and denied boarding compensation. The Montreal Convention 1999 is relevant for international baggage. The complaint reader at the airline's nodal officer desk responds better to factually clear, regulation-cited complaints than to emotional or general complaints. You do not need to be a legal expert — referencing the regulation by name is sufficient.
Can I file an AirSewa complaint against an OTA like MakeMyTrip or Yatra?
AirSewa is primarily designed for complaints against airlines, airport operators and aviation agencies. For complaints against OTAs (MakeMyTrip, Yatra, Cleartrip, ixigo, EaseMyTrip), the National Consumer Helpline at 1915 is typically more effective. If the OTA dispute relates to an underlying airline issue (refund passthrough delay where the airline has refunded but OTA has not), filing both AirSewa against the airline and NCH against the OTA in parallel can resolve faster.
What documentation should I upload with my AirSewa complaint?
Upload all available supporting documents: boarding pass, ticket confirmation, PNR details, any screenshots of delay or cancellation announcements with timestamps, any expense receipts incurred due to the disruption, the airline's prior response if you filed with the airline first, any photographs of damaged baggage or facility issues, and the credit card or payment statement showing the original charge. The upload limit is typically 5 documents up to 1 MB each. Gather everything before filing.