VFS Customer Care India: An Expert Guide to Getting Help Fast

VFS Global provides visa application services on behalf of dozens of foreign governments in India. Established in 2001, the company has grown into the world’s largest visa outsourcing and technology services specialist, handling well over 260 million applications globally since inception. In India, VFS operates application centres across major metros and tier-2 cities, supporting high seasonal volumes (typically April–September for student and tourist peaks, and October–January for holiday travel).

Customer care at VFS Global is organized by the specific mission you are applying to (for example, the UK, Schengen countries, Australia, etc.). That means phone numbers, email addresses, working hours, and fees can differ by country and even by city. The only authoritative source for your case is the mission-specific page for “Country of Residence: India” on the official VFS Global website. Bookmark: https://www.vfsglobal.com and, for India specifically, start at https://visa.vfsglobal.com/ind/en.

How to Reach VFS Customer Care from India

The most reliable way to get the correct contact details is to use the “Contact Us” or “Help” link on the mission-specific page. Steps: go to https://www.vfsglobal.com, select “Apply for a visa,” choose the country you’re applying to and “India” as country of residence. On that mission page, you’ll find “Contact us,” “Additional services,” “Book an appointment,” “Track application,” and “Terms and conditions.” The “Contact us” section lists the call centre number (if available for that mission), web form, and service hours in IST.

VFS also provides a web form and a website chat assistant (the bot is available on most mission pages). Web form responses typically arrive within 24–72 business hours depending on load. For urgent issues like same-day appointment errors or duplicate charges, calling during business hours listed on your mission’s page is usually the fastest route. Always have your reference numbers and personal details ready (see below).

What to Prepare Before You Call or Write

• Your full name (as in passport), date of birth, passport number, and contact details (email and mobile used for booking).
• Your application reference: examples include a VAC receipt number, an appointment ID, a mission-specific reference (e.g., GWF for some UK applications), or a tracking number issued after submission.
• Application centre city, visa category (tourist, business, student, family), date and time of appointment (actual or intended), and any payment transaction IDs.
• Scans of receipts, screenshots of errors, or bank SMS for card charges, so the agent can verify and log a service request immediately.

Service Fees, Optional Services, and Typical Price Ranges

Two types of fees are relevant in India: the visa fee set by the government/mission, and the VFS Global service fee (mandatory for most in-person submissions). Beyond that, VFS offers optional services to enhance convenience. Prices vary by mission and city, and are updated on each mission’s “Additional services & fees” page. As of 2024, Good & Services Tax (GST) at 18% generally applies to optional services purchased in India.

Indicative ranges observed across missions in India (always verify on your mission page before purchasing): Premium Lounge INR 2,000–5,000 per applicant, Courier Return INR 600–1,400, SMS updates INR 85–150, Photocopying INR 5–10 per page, Photo service INR 150–300, Printing INR 20–50 per page, Form-filling assistance varies by form length, and “Prime Time” or off-peak appointments carry an added convenience fee. Doorstep or mobile biometrics, where available, typically cost several thousand rupees per visit due to logistics. VFS customer care can confirm availability and the current fee in your city.

Appointments: Booking, Rescheduling, and Refunds

Appointments are usually booked online through the mission’s portal linked from the VFS page. Slots are released in batches, and high-demand missions can fill within minutes. If you see “no slots available,” customer care can advise on the next scheduled release or whether additional centres have capacity. Keep in mind that the visa outcome is decided only by the embassy/consulate; VFS cannot influence decision-making or expedite processing outside the mission’s policies.

Rescheduling rules depend on the mission: some allow one free change within the same visa category and centre (subject to availability), while others require cancellation and a fresh booking fee. Optional service fees are generally refundable only if unused and when requested promptly; service fee components may be non-refundable once the appointment is confirmed or the application is submitted. Where a refund is approved, standard timelines are 5–15 business days to the original payment method, but banks can take longer to reflect credits. Keep all receipts and confirmation emails until the process is complete.

Tracking Your Application and Delivery

Once you submit, you can track via the mission-specific “Track application” page using your reference number and date of birth. You may also receive email or SMS updates if you opted for that service. Customer care can verify your current stage (e.g., “under process,” “ready for dispatch,” “dispatched via courier”) but cannot provide decision details or estimated decision dates beyond what the mission publishes.

If you selected courier return, you’ll receive a tracking ID when the passport is handed to the courier partner. Typical domestic courier delivery in India is 1–4 business days depending on your location. If your status shows “dispatched” and you haven’t received the parcel in 5 business days, contact VFS customer care with your courier tracking number so they can liaise with the logistics partner.

Escalation Ladder and Response Times

• Level 1: Raise a ticket via the mission’s “Contact us” web form or call the listed helpline. Typical acknowledgment: within minutes (call) or same day (email); typical response within 24–72 business hours.
• Level 2: If no resolution, reply to the same ticket requesting escalation to a supervisor; provide your reference numbers and any new evidence.
• Level 3: Use the “Share Feedback/Complaints” link on the mission page, quoting your ticket ID and dates of prior contact. Expect case review by a senior agent.
• Level 4: For data privacy or suspected fraud, use the “Privacy” or “Report Fraud” sections at https://www.vfsglobal.com to contact the appropriate compliance team. For case-specific policy exceptions, only the embassy/consulate can intervene; VFS can share the public email/website of the mission on request.

Security, Payments, and Scam Awareness

Pay only through official VFS payment gateways linked from https://www.vfsglobal.com or by card at the application centre. VFS will not ask for UPI collect requests, wallet transfers, or to share OTPs over phone calls. Official emails come from domains ending in @vfsglobal.com. If you receive a suspicious call or email claiming to “guarantee a visa,” report it via “Report Fraud” on the VFS site and do not make any payment.

At the centre, you will receive an itemised invoice for all services purchased. Keep it until your passport is safely back in your hands. If you notice a double charge on your card, contact VFS customer care with the last 4 digits of the card, the charge date/time, and the exact amount; most billing investigations conclude within 5–10 business days.

On-Ground Support in India

VFS application centres are located across major Indian cities. To find the address, opening hours, and entry rules (ID requirements, security restrictions, and whether companions are allowed), use the “Find a centre” or “Contact us” section on your mission page. Many centres enforce strict security protocols—no sealed envelopes, food, or large bags—and offer limited or no parking. Arrive 15–20 minutes before your slot to clear security without missing your appointment time.

For special needs (wheelchair access, medical priority) or group/family appointments, inform customer care in advance and at the security desk upon arrival. If you need to add optional services (e.g., courier, SMS, premium lounge) after booking, most centres can add them at the reception or cash counter subject to availability; bring a card enabled for domestic transactions and a mobile number that can receive OTPs for payment authentication.

Quick Links You Will Use Often

Start page (India as country of residence): https://visa.vfsglobal.com/ind/en

Global homepage: https://www.vfsglobal.com

Remember: every mission has its own rules, fees, and service hours in India. For accurate contact numbers, prices, and centre addresses, always rely on the mission-specific page for India on the official VFS Global website.