Air India US Customer Care: How to Reach Support, What to Expect, and How to Get Results

Primary Contact Channels (USA)

Air India’s US customer care is anchored by a 24/7 toll-free contact center and online self-service tools. For travelers in the United States and Canada, the primary phone number is 1-888-634-1407 (toll-free, 24 hours). This line handles new bookings, changes, refunds, special assistance requests, and irregular operations support for itineraries to, from, or within the United States.

Online support is available via airindia.com under Manage Booking, where you can retrieve a reservation using your six-character PNR and last name to change seats, update contact details, request special meals, or initiate certain changes. For service issues and feedback, use the Air India Feedback/Complaints webform linked from the Help section on airindia.com. If you are calling from outside the US, the global numbers +91 124 264 1407 and +91 20 2623 1407 are staffed 24/7 (international charges apply).

• US/Canada Contact Center (24/7): 1-888-634-1407
• Website: https://www.airindia.com (Manage Booking, Help, Feedback/Complaints)
• Global Contact Center (chargeable): +91 124 264 1407, +91 20 2623 1407
• Social media (non-secure, do not post personal data): X/Twitter @airindia and Facebook.com/airindia
• US DOT consumer complaints (escalation): https://www.transportation.gov/airconsumer (phone: 202-366-2220)

When to Call and Expected Service Levels

The US line operates continuously, but call volumes vary. Expect the heaviest queues on Mondays and the day after major disruptions or weather events, particularly from 8:00 a.m. to 1:00 p.m. Eastern Time. If your request is not urgent, the fastest connections are usually late evening through early morning ET (approximately 10:00 p.m.–6:00 a.m., Tuesday–Thursday). For urgent day-of-travel issues, calling as soon as the problem occurs generally yields the best options.

For simple itinerary changes, online self-service is often quicker. Use Manage Booking for seat changes, contact updates, meal requests, and many same-fare-class changes. If your ticket involves a schedule change or involuntary disruption, the call center can generally rebook you without fees according to the fare rules and Air India’s irregular operations policy; having documentation of the change (email or app notification with timestamps) speeds resolution.

What to Have Ready (Speeds Up Verification and Resolution)

Air India agents will verify your identity and locate your reservation before actioning requests. Having complete details prepared typically reduces call time by several minutes and helps avoid repeat calls. For third-party bookings (e.g., OTAs), the agent may also ask for the issuing agency’s details and any changes already made by that agency.

• PNR/Record Locator (6 characters) and full name as on the ticket
• E-ticket number (13 digits; Air India ticket stock begins with 098-xxxxxxxxxx)
• Travel dates, flight numbers, and airports (e.g., AI 102, JFK–DEL, 15 Nov 2025)
• Payment details for verification (last 4 digits of card; billing email used at purchase)
• Passport info for international travel and any special service requests (e.g., wheelchair, special meals)
• For baggage issues: PIR (Property Irregularity Report) reference and baggage tag numbers

Changes, Cancellations, and Refunds for US Itineraries

For tickets purchased for travel to or from the United States, Air India complies with the US 24-hour rule: if you book at least seven days before departure, you can cancel within 24 hours of purchase for a full refund to the original form of payment. After that window, change and cancellation fees depend on fare rules shown at the time of booking; some newer fares allow free date changes for a fee difference only, while basic or promotional fares may be more restrictive.

If Air India cancels your flight or makes a significant schedule change and you choose not to travel, you are entitled to a refund under US Department of Transportation rules. Refunds to credit cards must be processed within seven business days after approval; cash/check refunds within 20 calendar days. Keep your cancellation or schedule change notification and document the date you requested a refund. If a refund is denied contrary to policy, file a complaint with Air India via its webform; if unresolved, you may escalate to the DOT at transportation.gov/airconsumer.

Baggage Problems on US Flights: Reporting and Compensation

Report any delayed, lost, or damaged baggage before you leave the airport. Visit the Air India baggage desk to file a Property Irregularity Report (PIR) and obtain a reference number (e.g., JFKAI12345). You can track status through the WorldTracer portal (commonly used by airlines): https://wtrweb.worldtracer.aero by entering your last name and PIR reference. Keep all travel documents and purchase receipts for incidentals.

For international itineraries, the Montreal Convention governs liability. Written claims must be submitted within 7 days of receipt for damaged baggage and within 21 days for delayed baggage. Compensation is capped by the Convention’s liability limit (denominated in Special Drawing Rights, historically around 1,288 SDR, periodically adjusted). File your written claim through Air India’s baggage claims channel referenced in your PIR documentation, attaching receipts for reasonable interim expenses (e.g., toiletries, basic clothing). For US domestic sectors on an Air India ticket (e.g., interline), domestic carrier policies may also apply; include all tag numbers and boarding passes in your claim.

At the Airport in the US: Where to Find Help

Air India staffs station counters during check-in and flight operations at its US gateways. Typical locations include JFK Terminal 4 (New York), SFO International Terminal G (San Francisco), ORD Terminal 5 (Chicago O’Hare), and IAD (Washington Dulles, main international concourses). Hours vary by flight schedule; stations are not usually 24/7. For day-of-travel issues (misconnections, cancellations, same-day rebooking), airport staff can reissue boarding passes and assist with minimum connection times and through-check of baggage.

Airport desks cannot generally process monetary refunds; those are handled by the contact center or via the online feedback/refund request workflow. If you require accessibility assistance (wheelchair, escort, or medical device handling), arrange it at least 48 hours before departure through Manage Booking or by calling customer care. For screening assistance in the US, TSA Cares can be reached at 855-787-2227 (72 hours prior recommended).

Special Cases: Codeshares, Interline Tickets, and Third-Party Bookings

If your itinerary includes segments on partner airlines (codeshare or interline), the operating carrier manages day-of-travel service (delays, seat assignments, special assistance onboard) for those segments. However, Air India remains the point of contact for ticketing issues when your ticket number starts with 098. When irregular operations occur on a partner flight causing misconnection to an Air India segment, coordinate with the operating carrier at the airport, then contact Air India to realign remaining segments.

For tickets issued by online travel agencies, many post-ticketing changes must be initiated by the agency that sold the ticket due to fare ownership. Air India can often assist with involuntary changes (e.g., cancellations or significant schedule changes), but voluntary date changes or partial refunds may need to be processed by the original issuing agent. Having the agency’s support reference and invoicing details helps avoid delays.

Escalations, Complaints, and Regulatory Remedies

Start with Air India’s Feedback/Complaints form on airindia.com and include your PNR, ticket number, dates, and a concise description of the issue with supporting documents (emails, receipts). Response times vary, but 7–10 business days is typical for complex cases. For denied refunds after airline-initiated cancellations or significant schedule changes on US itineraries, cite US DOT refund rules and the date you requested the refund.

If you do not receive a satisfactory response, escalate to the US Department of Transportation at https://www.transportation.gov/airconsumer (phone: 202-366-2220). For itineraries departing the European Union on Air India and arriving in the US, EU Regulation 261/2004 may apply, with compensation ranging from €250 to €600 depending on distance and delay/cancellation circumstances; file directly with Air India and reference your flight details, cause of delay, and arrival time.

Pro Tips from an Agent’s Desk

Take screenshots of any real-time changes in the Air India app or email alerts—timestamps help agents apply involuntary change waivers quickly. When calling about rebooking, propose two or three specific alternative flights that meet your needs; agents can action your preferred option faster when you provide concrete choices that comply with fare rules and minimum connection times. Finally, always verify that your contact details (mobile and email) are correct in Manage Booking; accurate details ensure you receive re-accommodation messages without delay.