Vistara Airlines Customer Care: An Expert Guide to Getting Fast, Effective Help

Vistara (IATA: UK, ICAO: VTI, callsign: VISTARA) is a full-service Indian carrier launched in 2015 as a Tata Sons–Singapore Airlines joint venture. As the airline integrates with Air India through 2024–2025, some support flows and policies are being harmonized. This guide distills practical, up-to-date ways to reach Vistara customer care and resolve issues quickly, with concrete steps, timelines, and tips that save time.

Whether you need to change a ticket, request a refund, add special assistance, or follow up on Club Vistara points, the fastest path to resolution is typically via the airline’s digital channels first, followed by a phone or airport escalation if required. Keep your 6-character PNR and government ID handy for verification, and act before check-in cut-off to avoid “no-show” penalties under most fare families.

How to Reach Vistara Customer Care

The official starting point is Vistara’s website. Use the “Manage Booking” and “Contact Us” sections for self-service and to raise cases that need human intervention:

• Website (home): https://www.airvistara.com

• Contact page (India region): https://www.airvistara.com/in/en/contact-us

These pages list current phone lines by region, webforms, and live support options. Numbers and hours can change during the Air India integration, so verify the latest on that page before calling.

Mobile apps (iOS and Android) mirror most “Manage Booking” functions and support tools, including rebooking, refunds, seat selection, GST invoice support (for India-registered businesses), and add-ons. Vistara also responds on X/Twitter and other social channels for time-sensitive queries; use direct messages and include only non-sensitive details initially to pass initial verification before sharing personal data.

What to Have Ready Before You Contact Support

• Booking details: PNR (6-character code), passenger name as on ID, travel dates, and route.
• Payment references: last 4 digits of the card, UPI or wallet transaction ID, and the 13-digit e-ticket number (if visible in your confirmation or app).
• ID and documents: passport for international, government ID for domestic India, any medical/fitness-to-fly forms, and GSTIN if you need a GST invoice.
• Club Vistara info: CV ID, boarding passes, and receipts for missing points claims.
• Proofs for exceptions: marriage/divorce name-change proof, medical certificates, or disruption advisories/screenshots.

Managing Bookings, Changes, and Refunds

Most date/time changes and voluntary cancellations can be completed through “Manage Booking” on the website or app until check-in closes. As a rule of thumb, domestic India flights stop accepting check-in 45–60 minutes before departure, while international flights typically close check-in 60–75 minutes prior; gate boarding often closes 20 minutes before departure. If you wait until after check-in closes, your booking may fall into “no-show” territory and incur higher penalties per fare rules.

Fare families (Value/Standard/Flexi in Economy, Premium Economy, and Business) govern change fees, refundability, and no-show charges. Flexi fares generally carry the lowest change penalties and broader fee waivers during disruptions. Refunds for eligible tickets are returned to the original payment method; banks can take up to 7–10 business days to post card refunds, while UPI and bank-account refunds usually settle in 2–5 business days. If you booked via an online travel agency (OTA), initiate the request with the OTA because the funds flow through the agency’s merchant account.

Baggage, Seat Selection, and Add-ons via Customer Care

Vistara, as a full-service carrier, typically includes check-in baggage on domestic India fares. A common allowance is:

• Economy: 15 kg

• Premium Economy: 20 kg

• Business: 30 kg

Cabin baggage is usually 7 kg in Economy/Premium Economy and up to 12 kg in Business, subject to aircraft type and safety rules. Always verify your specific allowance in your e-ticket or “Manage Booking,” as promotional fares and international sectors can differ.

Seat selection opens at booking for most fare families. Exit-row and bulkhead seats are subject to safety eligibility (age, mobility, language, and no-infant rules). Add extra baggage, meals (where applicable), lounge access, and priority services online for the best prices; airport counters often price add-ons higher and may sell out during peak hours. If a paid seat is changed due to an equipment swap or operational reasons, contact customer care to re-seat or process a refund for the ancillary fee where applicable.

Special Assistance, Medical Cases, and UMNR

Request wheelchair assistance (WCHR/WCHS/WCHC) and other special needs at least 48 hours before departure through the website or by contacting customer care; adding it earlier helps the airport station allocate equipment and staff. For certain conditions (e.g., recent surgery, unstable medical conditions, need for onboard oxygen), airlines may require a medical information form (commonly called MEDIF) and fitness-to-fly clearance from the treating physician. Bring sufficient medication in your cabin bag with prescriptions and keep fragile medical devices in hand baggage.

For children traveling alone, Unaccompanied Minor (UMNR) services are typically mandatory for ages 5–12 and optional for older minors (subject to the route and airline policy). Pre-book UMNR well in advance; guardians must complete forms and present valid IDs at departure and arrival. Ask customer care about documentation, fees, routing restrictions (especially on international connections), and check-in/reporting times, which are usually earlier than for regular passengers.

Club Vistara (CV) Support and Post-Flight Issues

Club Vistara handles accruals, redemptions, and tier benefits. If points haven’t posted after a flight, you can file a “missing points” claim through your CV account—upload the e-ticket and boarding pass. Many programs allow retro-claims within a fixed window (commonly up to 180 days), but check the exact CV policy in your account area because partner flights and codeshares may have different timelines and fare-class eligibility.

If a disruption (delay/cancellation/misconnect) impacted your trip, keep proof of delay notices and receipts for reasonable expenses. File a compensation or reimbursement request through the website’s customer relations form. For codeshares or interline itineraries, the operating carrier’s rules often apply; include both PNRs if you had split tickets. Resolution times for complex cases can run 7–15 business days depending on document completeness and airline–bank cycles for payouts.

Escalation Paths and Regulatory Remedies (India)

If frontline channels do not resolve your case, escalate using the airline’s published Nodal Officer and Appellate Authority on the Contact page. Clearly summarize: what happened, your requested remedy, all supporting documents, and a concise timeline. Typical service levels: acknowledgment within 24–48 hours and a substantive update within 7–10 business days, though peak seasons and bank disputes can extend timelines.

For India-specific grievances that remain unresolved, file a complaint on the Ministry of Civil Aviation’s AirSewa portal: https://airsewa.gov.in. Provide your PNR, flight/date, correspondence trail, and any expense receipts. DGCA’s Civil Aviation Requirements (CAR) cover refunds, denial of boarding, and passenger rights during disruptions; referencing the applicable CAR in your submission can expedite review. Keep your contact details current to avoid missed follow-ups.

Airport and Day-of-Travel Support

Arrive early: for domestic sectors, plan to reach the airport 2–2.5 hours before departure; for international, 3–4 hours. Check-in counters generally close 45–60 minutes before departure for domestic and 60–75 minutes for international flights. If you encounter a last-minute issue (e.g., name spelling discrepancy, baggage irregularity), see the Vistara counter or supervisor on duty; having print/digital evidence accelerates handling. For misconnections on through itineraries, head straight to the airline transfer desk before exiting the sterile area where possible.

In irregular operations, airlines prioritize same-day reaccommodation on the next available service. If you accept a reroute, ensure the new itinerary is ticketed and visible in your app/email before leaving the counter. If you choose a refund instead of travel, confirm the refund as “initiated” in writing or via a case ID. For baggage delays, file a Property Irregularity Report (PIR) before leaving the airport and keep originals of any essential purchase receipts until your bag is delivered.

Official Online Touchpoints

• Vistara website: https://www.airvistara.com (Manage Booking, refunds, special assistance, invoices, and baggage services)
• Contact page (numbers vary by country/region and may change during integration): https://www.airvistara.com/in/en/contact-us
• Social media: X/Twitter https://twitter.com/airvistara, Facebook https://facebook.com/airvistara, Instagram https://instagram.com/airvistara
• Mobile apps: available on Apple App Store and Google Play (search “Vistara”)

Bottom line: start digital, escalate methodically, and document everything. During the ongoing Air India–Vistara integration, always confirm the latest contact numbers and procedures on the official Contact page. With the right information at hand and timely action before cut-off times, most customer care requests—changes, refunds, assistance, or loyalty issues—can be resolved efficiently.

How to get a refund from Vistara Airlines?

Cancellation/Claim Refund Process: The customer can cancel their booking either at Vistara Airlines call-center or EaseMyTrip MyBookings self-service portal(mybookings.easemytrip.com)

Why goodbye to Vistara Airlines?

This is a part of the strategic consolidation to put forward a stronger and more competitive national carrier, the integration with Air India will see operations, flight codes, and services under the Vistara brand being changed into the brand Air India, ensuring passengers a smooth transition and continuation of the …

Is Vistara merged with Air India?

Vistara will operate its last flight on 11 November 2024. After 12 November 2024, all its operations will be transferred to and managed by Air India. Due to this, your Vistara flight will be operated by Air India, and your booking will be transferred from Vistara to Air India’s reservation system from the backend.

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.