Air India India Customer Care: An Expert’s Guide to Getting Fast, Effective Help

How to contact Air India from within India

Air India offers 24×7 assistance through multiple channels: phone, the Air India website, the mobile app, and official social media. Start at https://www.airindia.com and select Help or Contact Us to see the current India contact numbers and regional office details. For security, use only the numbers published on the official site—do not rely on third-party directories. Never share OTPs, full card numbers, or net-banking credentials on calls or social media DMs; Air India customer care will not request them.

For the fastest self-serve support (date changes, seat/meal selection, managing special assistance, or reprinting receipts), use Manage Booking on the website or app. Retrieve your reservation with your last name and PNR. Air India tickets carry the IATA ticket prefix 098, so your e-ticket number will appear as 098-XXXXXXXXXX. Webform cases typically receive acknowledgement within a business day; social channels such as X/Twitter (@airindia) often respond faster, but complex actions (reissues, name corrections, involuntary reroutes) are completed via phone or the app.

Key details you should have ready

Keep your 6-character PNR, 13-digit e-ticket number (starting 098-), passenger name exactly as on the booking, flight number (AIxxx), travel date, and contact email/phone handy. For refunds or irregular operations, note your original and offered flight times and any receipts for out-of-pocket expenses. For special assistance, have medical certificates (if applicable) and your assistance code (e.g., WCHR/WCHS) ready.

If an agent applies a waiver, ask them to read back the waiver code or authority note in your PNR. This makes subsequent follow-ups faster and avoids re-explaining your case.

What customer care can resolve immediately

Most same-day or near-term changes—date/time changes within fare rules, seat and meal requests, special assistance (wheelchair, medical clearance coordination), adding frequent-flyer numbers, and issuing receipts/GST invoices—can be handled during a single call or chat. If a fare difference applies, payment links can be sent via email/SMS for secure checkout. For involuntary disruptions (schedule change, cancellation), agents can rebook you on alternative flights and process penalty-free adjustments when eligible under the airline’s and DGCA policies.

Partial refunds, tax refunds for unused segments, and name spelling corrections (where permitted by fare rules and security screening guidelines) are assessed case-by-case. Minor spelling corrections are generally possible when the identity is clear and unchanged; larger changes usually require cancellation/reissue. Refund postings to cards can take 5–14 business days depending on your bank’s settlement cycles; UPI/net banking refunds may post sooner but can also vary.

Refunds, cancellations, and your rights in India

DGCA’s “Civil Aviation Requirement (CAR) for Facilities to be provided to passengers by airlines due to denied boarding, cancellation and delays” governs key passenger entitlements on domestic sectors. For denied boarding due to overbooking, if you are re-routed to arrive within 1 hour of your original scheduled arrival time, no compensation applies. If arrival is 1–2 hours later, compensation is 200% of the one-way basic fare plus airline fuel surcharge, capped at INR 10,000. If arrival is more than 2 hours later, or if no alternate arrangement is offered, compensation is 400% of the one-way basic fare plus airline fuel surcharge, capped at INR 20,000.

For cancellations notified within 2 weeks of departure (and up to 24 hours before), the airline must offer an alternate flight that departs within ±2 hours of your original schedule or provide a full refund. If suitable alternatives aren’t provided, additional compensation applies based on the flight’s block time: up to INR 5,000 for short sectors, INR 7,500 for medium, and INR 10,000 for longer sectors (subject to the “whichever is lower” rule relative to your basic fare + fuel surcharge). For significant delays, you are entitled to meals and refreshments commensurate with the waiting time, and for overnight delays or delays exceeding 24 hours (when you have checked in on time), hotel accommodation and surface transfers must be provided. Always keep receipts and written confirmations of any offers made.

Baggage issues and compensation

Report missing or damaged baggage at the airport before leaving the arrivals area and obtain a Property Irregularity Report (PIR). Under the Montreal Convention 1999 (which Air India follows on international itineraries and as a standard reference), liability for lost, damaged, or delayed checked baggage is limited to 1,288 Special Drawing Rights (SDR) per passenger unless a higher value was declared and paid for. File written claims promptly—within 7 days for damage and within 21 days of receiving delayed baggage. Include the PIR, boarding pass, baggage tag, and receipts for essentials purchased due to delay.

For India-only itineraries, Air India’s Conditions of Carriage align with DGCA requirements and generally mirror the Montreal timelines and documentation expectations. If baggage is delayed on outbound travel, request a reasonable essentials allowance from the airline and keep all receipts for reimbursement review.

Practical tips to get faster help

Prepare a concise timeline of events (original flight, disruption time, offers made, what you accepted/declined) and state clearly what remedy you are seeking (reroute via specific flight, fee waiver, refund to original form of payment). If your case involves a schedule change, ask specifically for “involuntary rerouting” or “involuntary refund” as applicable; this signals to agents that penalties should be waived per policy.

If you booked through a travel agent or OTA, involve them for reissues and refunds to reduce turnaround time—Air India must see the live ticket in the issuing agency’s queue to process certain changes. When interacting on social media, move quickly to DM to protect personal data, and provide only your PNR, last name, and a callback number.

• Use the official channels: website/app Manage Booking, and the verified X/Twitter handle @airindia. Bookmark the Contact Us page on https://www.airindia.com for the current India phone numbers and office hours.
• Have identifiers ready: PNR (6 characters), e-ticket number (098-XXXXXXXXXX), flight number (AIxxx), and your Flying Returns number if applicable. Photos of your passport and visa (if required) help with name-only corrections and document checks.
• Know the codes: WCHR/WCHS/WCHC for wheelchair assistance; MEDIF for medical clearance; SSR for special service requests; PIR for baggage irregularities. Using correct terminology speeds up handling.
• Document everything: save screenshots of app/website errors, case IDs, timestamps, and agent names. For expenses due to delays, keep itemized receipts and submit within the stated window.
• Leverage policy: quote DGCA CAR for denied boarding/cancellation/delay entitlements, and Montreal Convention limits for baggage. Ask the agent to record the applicable clause or waiver code in your PNR.

Escalation path inside and outside Air India

If your case remains unresolved, escalate to Air India’s Nodal Officer and then the Appellate Authority; their current contact details are listed under the Grievance Redressal or Contact Us section on https://www.airindia.com. Provide your PNR, ticket number, a concise summary, evidence (PIR, receipts, screenshots), and what resolution you seek. Airlines in India are expected to acknowledge complaints within a few working days and target closure within 30 days, depending on complexity.

For regulatory escalation, use the Ministry of Civil Aviation’s AirSewa portal at https://airsewa.gov.in or the AirSewa mobile app. Select your airline (Air India), category (refunds, baggage, flight disruption, staff behavior, etc.), and attach documents. You will receive a tracking ID and email/SMS updates. Escalating via AirSewa helps ensure DGCA-monitored timelines are followed and provides an independent record of your complaint.

Common fees and waivers you can ask about

Change and cancel fees vary by fare family and route. On domestic sectors, change fees are commonly a flat amount plus any fare difference; on international routes, fees can be higher and differ by cabin and booking class. Seat selection fees are typically lower for standard seats and higher for preferred/extra-legroom rows; expect a general range of INR 200–1,500 on domestic sectors and USD 15–60 equivalent on many long-haul flights. Unaccompanied minor services, pet-in-cabin (where permitted), sports equipment, and excess baggage each have defined charges—check the Ancillary Services section on the website or confirm with an agent before you pay at the airport.

Ask explicitly about waiver eligibility: schedule changes (even 15–30 minutes on tight connections), medical cases (with documentation), bereavement, and involuntary disruptions often qualify for penalty waivers or free reroutes. If you are reprotected due to a cancellation, ensure the change is marked as involuntary so future adjustments on the same trip continue to honor the waiver. Request confirmation of the waiver code in your PNR and an email summary for your records.

Final checks before you hang up

Before ending a call or chat, ask the agent to summarize what was changed, any amount charged or to be refunded, and the estimated timeline. Verify your email and phone on file to receive new e-tickets or receipts, and ask for the interaction case ID. If you were promised a callback, note the timeframe; if not received, you can reference the case ID when following up through phone, app, or AirSewa.

Customer care is most effective when you combine correct documentation, clear requests, and knowledge of your rights. Using Air India’s official channels and India’s robust DGCA/AirSewa framework will help you reach a fair, timely resolution.