Vistara Customer Care: A Complete, Practical Guide

Vistara (Tata SIA Airlines Ltd.) has built a reputation in India for punctuality and service quality, and its customer care operation is designed to resolve most issues quickly if you approach the right channel with the right information. Whether you booked direct on airvistara.com, via the mobile app, or through a travel agency/OTA, the steps below will help you get changes processed, refunds issued, baggage issues handled, and special assistance confirmed without unnecessary back-and-forth.

As Vistara continues its integration with Air India (announced 2023–2025), some processes and contact points may evolve. Always verify the latest contact options on Vistara’s official pages before sharing personal or payment information. The guidance below is focused on what consistently works today, with regulatory timelines and practical checklists to accelerate resolutions.

When and why to contact Vistara customer care

Contact customer care whenever you need to change dates/times, request a refund, add special assistance (wheelchair, medical clearance, unaccompanied minor), correct names (as permitted by fare rules), or resolve payment errors. If you booked via a third party, Vistara can verify flight and fare status, but most ticket reissues and refunds must be initiated through the original seller; knowing this early saves time.

You should also reach out immediately for operational disruptions (delays, cancellations, missed connections), baggage issues (delayed, damaged, or lost luggage), and post-travel claims. For disruptions, agents can rebook you on the next available flight per fare and availability. For baggage, report at the arrival airport before leaving the restricted area—this is critical to protect your claim rights and timelines.

Official service channels and typical response patterns

The most reliable, up-to-date contact options are listed on Vistara’s official website. Start here: https://www.airvistara.com and navigate to Support or Contact Us (commonly at /in/en/contact-us). Expect the call center to operate 24×7, with peak hold times during morning and late-evening bank departures and during irregular operations (IROPs). The mobile app often delivers faster self-service for same-day changes and seat selection when permitted by your fare.

Social channels provide quick triage for straightforward issues but will redirect complex cases to secure forms or DMs for verification. Never share full card details publicly; agents will only ask for partial ticket details and identity confirmation in public threads. For records-sensitive requests (name corrections, medical forms), use email/web forms linked from the official site so documents are handled securely.

• Website and mobile app: Manage booking (change/cancel, seat, meals), check-in (typically opens 48 hours before departure), and refund status. Start at https://www.airvistara.com
• Contact/Support page: Current regional phone lines, web forms, and important notices. Look for “Contact Us” at https://www.airvistara.com/in/en/contact-us
• Airport service desks: Vistara’s primary hub is Delhi IGI Airport Terminal 3; desks operate around flight schedules. For disruptions or immediate travel-day help, airport agents can reissue boarding passes, update seats, and assist with rebooking subject to policy.
• Social care: Twitter/X @airvistara, Facebook /airvistara, Instagram @airvistara for triage, flight status guidance, and pointers to secure channels.
• Government escalation (India): Ministry of Civil Aviation’s AirSewa portal/app for unresolved grievances beyond airline timelines: https://airsewa.gov.in

What to prepare before you contact support

Having the right details at hand can cut the resolution time by half. For booking changes and refunds, your six-character PNR (e.g., ABC123), passenger’s full name as on the ticket, and the email/phone used at booking are essential. If you paid by card, keep the last four digits handy; for UPI/net banking, note the transaction reference.

For baggage and disruption issues, note flight number and date, boarding pass, baggage tag numbers, and photographs (if damage). If you were rebooked or offered vouchers, keep screenshots and emails. For special assistance or medical needs, have your physician’s note (if required) and specify the standard wheelchair code: WCHR (ramp), WCHS (stairs), or WCHC (cabin). Request assistance ideally 48 hours before departure to guarantee availability.

Changes, cancellations, and refunds: timelines and tips

Fees and flexibility depend on your fare family and route. In general, changes are allowed upon payment of any fare difference plus change fees (if applicable), while cancellations are processed per the ticket rules. If you booked through a travel agency/OTA, request changes through them; the airline can only modify third‑party tickets under limited scenarios. Always check whether your fare offers free same-day changes or waiver options during IROPs.

Refund timelines in India are regulated. As per DGCA guidance, airlines must process refunds to the original form of payment within 7 working days for credit card transactions and within 21 working days for cash or other modes after a valid cancellation. If you used a travel agency, the agency must pass the refund to you after it’s credited by the airline. Keep in mind that banks can take an additional 2–5 business days to display the credit on your statement. Retain your refund acknowledgment email or case ID for follow-up.

Baggage services and special assistance

On domestic India sectors, a typical complimentary checked baggage allowance is 15 kg in Economy, 20 kg in Premium Economy, and 30 kg in Business Class. Cabin baggage is commonly limited to 7 kg in Economy/Premium Economy and up to 12 kg in Business (plus a small personal item), subject to aircraft constraints and security rules. International allowances vary by route and fare; always verify on your e-ticket or Manage Booking.

If your baggage is delayed or damaged, report it immediately at the Arrival hall’s baggage service desk and obtain a Property Irregularity Report (PIR) before leaving the airport. For damaged baggage, many international rules require written claims within 7 days of receipt; for delayed baggage, within 21 days from the date it was delivered. Keep all receipts for essentials you had to purchase while your bag was delayed; reasonable reimbursements are typically considered against those receipts. Resolution speed improves significantly when you provide the PIR number, bag tag, and a clear inventory of missing/damaged items.

For mobility or medical needs, request assistance at least 48 hours before departure to secure equipment and seating that meets your requirements. Specify whether you can ascend/descend stairs (WCHR/WCHS) or need full cabin-to-seat support (WCHC). If you travel with medical devices or require oxygen, contact the airline in advance for approval, compatible equipment guidelines, and battery restrictions. Carry prescriptions and a physician’s note for medicines and syringes in your cabin bag.

Travel-day cutoffs, check-in, and disruption handling

Web/app check-in typically opens 48 hours before departure and closes around 60 minutes before international and 45 minutes before domestic flights. Airport check-in counters generally close 60 minutes before international and 45 minutes before domestic departures; boarding gates often close 20 minutes prior. Arrive earlier during peak hours and when traveling with checked bags or special assistance.

In the event of cancellations or long delays, monitor your booking via the app/website and watch for rebooking options. During significant irregular operations, call centers and social channels can be congested; airport desks usually have the most immediate re-accommodation options close to departure. Keep receipts if you incur out-of-pocket expenses; any reimbursement will follow the applicable policy and regulations for the specific disruption.

Escalations and formal complaints (India)

Start with the airline’s Customer Relations via the web forms provided on the official site; include your PNR, travel date, flight number, and a concise description of the issue. Most straightforward cases (simple refunds, fee corrections) see movement within a few business days. Complex cases (interline refunds, duplicate charges, baggage claims with valuation) can take longer due to documentation and cross-checks.

If you do not receive a satisfactory response within the airline’s stated timeline, escalate through the Grievance/Nodal Officer details published on the airline’s site. For unresolved cases beyond reasonable timelines, you can file a complaint on the Ministry of Civil Aviation’s AirSewa portal/app at https://airsewa.gov.in. Provide your airline case ID, documents (PIR, receipts), and a clear ask (refund amount, fee waiver, baggage compensation) to expedite adjudication.

• Always include: PNR, ticket number (if available), flight number/date, copies of receipts, PIR/file references, and screenshots/emails that show prior commitments or waivers.
• State a specific resolution request (e.g., “refund fare difference of INR X,” “reissue under disruption waiver,” “reimburse essentials up to INR X with receipts attached”). Specificity helps agents act quickly.

Important note on evolving contacts

As airline integrations progress in 2024–2025, customer-care phone lines and emails may be consolidated or updated. To avoid outdated numbers or spoofing risks, always use the Contact Us page on https://www.airvistara.com for the current phone lines, secure forms, and any temporary advisories. Bookmark your case ID and keep communication within the official channels for data security.

Are Vistara tickets refundable?

Like all the other airlines, Vistara also offers a risk-free period of 24 hours according to which you can cancel your Vistara flights within the same day of booking without paying any cancellation fee. Within 24 hours of the cancellation, you can ask Vistara airlines for a full refund for your canceled tickets.

How can I talk to Vistara customer care?

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1. Contacts. +(91)-9289228888.
2. Open Now : Open 24 Hrs.
3. Visit our website.

How can I contact Air India in the US?

For other refund requests in the US, visit one of our city ticket offices or call 1888-634-1407. Refunds are issued based on fare conditions.

Why is Vistara shutting down?

The airline served 50 destinations using a fleet that included the Airbus A320neo, Airbus A321neo and Boeing 787-9 aircraft. Vistara ceased operations on 12 November 2024 following its merger with the national flag carrier, Air India.