Air India Customer Care India: Complete, Practical Guide

Air India’s customer care in India is operated 24×7 and supports booking, schedule changes, refunds, baggage issues, special assistance, and loyalty queries. Since the Tata Group’s acquisition in January 2022, Air India has been upgrading its digital platforms and contact center infrastructure. Most issues can be resolved fastest via the website/app or the India contact center numbers listed below.

Air India’s IATA code is AI, and e‑tickets issued by the airline carry the 3‑digit ticket prefix 098 (e.g., 098-XXXXXXXXXX). Keep this handy along with your 6‑character PNR when you contact support. Official information and the latest contact options are always published on airindia.com; verify numbers there if in doubt.

Fastest Ways to Reach Air India Customer Care (India)

Air India offers several channels; phone is best for urgent same‑day travel issues, while the website/app suits changes, seat selection, and refunds. For post‑travel complaints (e.g., baggage or service issues), use the website’s Customer Support/Feedback form so you receive a case number and written trail.

• 24×7 Contact Centre (within India): 1860 233 1407 (chargeable); alternate lines +91 124 264 1407 and +91 20 2623 1407. 1860 numbers are not toll‑free; charges depend on your plan. Keep your PNR (6 characters) and e‑ticket (098‑XXXXXXXXXX) ready.
• Website and App: www.airindia.com → Manage Booking for date/time changes, seats, meals, reprint itinerary, and refund requests. The on‑site virtual assistant can surface policy answers and routes you to live agents when needed.
• Social Media (for non‑urgent assistance): X/Twitter @airindia, Facebook facebook.com/airindia, Instagram @airindia. Do not share full card numbers or passports on public channels; ask for a secure DM route.
• Corporate/Registered Office (not a customer walk‑in desk): Airlines House, 113 Gurudwara Rakabganj Road, New Delhi 110001, India. Historic Mumbai location: Air India Building, Nariman Point, Mumbai 400021 (ticketing windows are mostly discontinued; use airport ticketing if urgent).

Tip for faster phone pickup: avoid peak times around 06:00–10:00 IST and 18:00–22:00 IST when same‑day travelers often call. If your flight is within 24 hours, call rather than email so rebooking options can be actioned while inventory is available.

What to Keep Ready Before You Call or Chat

Have your 6‑character PNR, 13‑digit e‑ticket number (098‑ prefix), traveler name as on the ticket, date of travel, origin/destination, and contact email/phone. For payment-related issues, keep the last 4 digits of the card, payment gateway reference, and booking channel (Air India direct vs. travel agent). For multi‑passenger PNRs, specify which passenger needs changes.

For special assistance (wheelchair, medical clearance, unaccompanied minor), keep medical certificates or forms ready in PDF/JPG. For name corrections, be prepared to email a passport scan; Air India typically allows minor corrections per fare rules (fees may apply) and may deny changes that alter identity. For GST invoices, provide GSTIN, legal name, and address exactly as required on the invoice.

Common Requests and What Air India Can Do Immediately

Rescheduling and voluntary changes can often be done instantly if fare rules permit. Change fees vary by fare family and route; you may pay the fare difference if the new flight is costlier. For involuntary changes (schedule change/cancellation by the airline), agents can offer free rebooking to comparable dates or process a full refund as per policy.

Seat selection, meal requests (including Jain/diabetic/child meals), and frequent‑flyer number addition (Flying Returns or partner programs) can be handled via Manage Booking up to the cut‑off time, which is typically 24 hours for special meals and 2–3 hours for paid seats depending on airport systems. Receipt reissue and GST invoice tagging is available post‑ticketing; request within 30 days for best results.

Refunds, Cancellations, and DGCA‑Mandated Timelines

For cancellations initiated by the passenger, eligibility and fee depend on the fare rules attached to your ticket (visible in Manage Booking and on your e‑ticket). For cancellations initiated by Air India (flight cancellation or significant schedule change), you are generally entitled to a no‑penalty refund or alternate flight options.

DGCA refund timelines (Civil Aviation Requirements on Refunds: 2010, amended 2016) for tickets issued in India: refunds to credit card should be processed within 7 working days from the date of refund initiation; for cash purchase, immediate refund where feasible; for net‑banking/cheque, typically within 7–10 working days; for bookings via travel agents, the airline must transmit the refund promptly to the agent, and the agent should pass it on to you, often within 30 working days. Keep your bank/card statement to verify credit; if it exceeds 2 billing cycles, escalate with both Air India and your card issuer.

If you cancel within the 24‑hour free look (where applicable on certain channels) or within special waiver windows during disruption, ensure the agent marks the refund as “involuntary” to avoid fees. Always ask for a Refund Application (RA) or Case ID and note the date/time and agent name for audit trails.

Baggage Issues: Delay, Damage, Loss

Report baggage problems immediately at arrival. Obtain a Property Irregularity Report (PIR) before leaving the airport; this is essential for any claim. As per Montreal Convention timelines, damaged baggage must be reported in writing within 7 days of receipt; delayed baggage within 21 days from the date it is delivered to you. Keep boarding passes, bag tags, PIR, and receipts for essential purchases.

Compensation limits: on international itineraries under the Montreal Convention, liability for baggage is capped at 1,288 SDR per passenger (approximately INR 1.4–1.6 lakh, depending on exchange rate). On purely domestic India sectors, liability is typically capped around INR 20,000 per passenger unless you declared a higher value at check‑in and paid the additional charge. Essentials reimbursement for delayed baggage generally covers reasonable clothing/toiletries; alcohol, jewelry, cash, and electronics are commonly excluded.

For permanently lost baggage (usually declared after 21 days or per internal trace results), submit a detailed contents list, purchase receipts where available, and bank details for settlement. For damaged baggage, Air India may offer repair, replacement with a similar bag, or monetary compensation aligned with depreciation and policy limits.

Denied Boarding, Delays, and Your Entitlements in India

Under DGCA CAR (Section 3, Series M, Part IV), if you are denied boarding due to overbooking and the airline cannot arrange an alternative departing within 1 hour of the original schedule, you are due compensation. If re‑accommodated within 24 hours, the compensation is 200% of one‑way basic fare plus airline fuel charge, capped at INR 10,000. If re‑accommodated after 24 hours, it is 400% of one‑way basic fare plus fuel charge, capped at INR 20,000.

For delays on the day of travel, the airline must provide meals/refreshments once delays cross thresholds tied to the flight’s block time (e.g., 2–4 hours). If a flight is expected to depart between 23:00–06:00 and is delayed over 6 hours, hotel accommodation or transport may be due, subject to circumstances and local availability. Keep receipts and written confirmations; entitlements can vary with cause (e.g., weather vs. technical).

Escalation and Complaint Pathways

If your issue is unresolved after first contact, escalate with a documented case. Use the Customer Support/Feedback form on airindia.com so you get a ticket/case ID by email. For time‑critical travel within 24 hours, call and request supervisor escalation while the case is noted in the system.

• Step 1: Air India Contact Centre or web form → obtain Case ID/RA and promised turnaround time (TAT).
• Step 2: If TAT lapses (e.g., 7–14 days for refunds, 21–30 days for baggage claims), reply to the case email requesting escalation and call with your Case ID.
• Step 3: Regulatory escalation (India): use the Ministry of Civil Aviation’s AirSewa portal/app at www.airsewa.gov.in with your airline Case ID and supporting documents. This routes the complaint to the airline and the regulator for monitoring.

When escalating, attach PDFs: e‑ticket (098‑), PNR screenshot, PIR (for baggage), receipts, and prior email threads. Clear, dated timelines improve outcomes. Keep your bank proof for refunds (masked statements showing expected credit). Avoid sending full card numbers; mask all but last 4 digits.

Service Hours, Languages, and Turnaround Expectations

Phone support operates 24×7. English and Hindi are supported at all times; other Indian languages may be available depending on agent availability. Social media responses are typically within business hours, though urgent disruption updates are posted in real time.

Typical TATs: simple reissues/voluntary changes are immediate on call; schedule‑change rebooking within the same call or within 24 hours; refunds processed to the payment gateway within 7 working days (credit cards) and reflected on statements within 7–14 days; baggage claims acknowledgment within 72 hours and settlement commonly within 21–30 days after complete documentation.

Payment Safety and Data Protection

Air India agents will never ask for your full card number, CVV, or OTP over the phone. For any payable change, you should be directed to a secure payment link or to complete it in Manage Booking on airindia.com or the official mobile app. Check the URL (https, airindia.com domain) and avoid saving card details on shared devices.

When sending documents, redact sensitive numbers and use only the official customer support email or upload portal provided in the case thread. For in‑person visits, use airport ticketing counters (e.g., at Delhi T3 or Mumbai T2) rather than legacy city offices, most of which no longer provide over‑the‑counter services post‑2020.

Quick Verification Checklist

Before you finish any interaction, confirm: the action taken (rebooking/refund/case creation), the Case ID or RA number, the fee and currency (if any), and the expected TAT. Save chat/email transcripts and SMS confirmations. These details make follow‑ups and regulatory escalations significantly smoother if required.