Vistara Customer Care: Complete, Practical Guide to Getting Help Fast

How to reach Vistara customer care

Vistara (IATA code: UK), operated by Tata SIA Airlines Limited and launched in 2015, offers multiple support channels that run 24×7 for urgent travel assistance. The fastest ways to connect are the Contact Centre, the official WhatsApp chat, and the “Manage Booking” tools on the website or mobile app. Keep your 6‑character PNR, the passenger’s full name as on the ticket, and a reachable phone number ready before you connect.

Start with the official website: https://www.airvistara.com. For direct navigation, use Manage Booking at https://www.airvistara.com/in/en/manage-booking and the general Contact Us page at https://www.airvistara.com/in/en/contact-us. The mobile app (iOS and Android) mirrors most web functions, including schedule changes, refunds for eligible fares, voucher application, and special-assistance requests. Social channels (X/Twitter, Facebook, Instagram) are effective for quick nudges on simple cases outside peak hours.

• Contact Centre (24×7): Access the latest phone numbers for your country/region on the Contact Us page; phone queues are typically shortest between 2300–0700 IST on weekdays.
• WhatsApp chat: Launch via the official “Contact Us” page; automated flows handle check-in, seats, baggage queries, and live-agent transfers for complex issues.
• Website/App: Self-service for date/time changes, seat selection, meal upgrades, rebooking in disruptions, and refund/voucher submissions.
• Social media: X/Twitter @airvistara, Facebook facebook.com/AirVistara, Instagram instagram.com/airvistara for status checks and basic queries; do not share payment details publicly.
• Airport service desks: For same-day travel issues, visit Vistara counters at your departure airport; in Delhi, Vistara operates from Terminal 3, Indira Gandhi International Airport, New Delhi 110037.

What customer care can resolve immediately

Time-sensitive travel changes are usually handled in one interaction: same-day flight changes (subject to fare rules and availability), spelling corrections to names (minor corrections only; legal name changes usually require documentation), adding special meals (commonly up to 24 hours before international departures), and adding contact details so you receive real-time disruption notices by SMS/email. For most domestic and short-haul routes, agents can complete these actions during the call or chat, with an immediate confirmation sent to your registered email.

Customer care can also push mobile boarding passes when web check-in is complete, resend e-tickets within seconds, and confirm baggage allowances by fare family. If you booked via a travel agency or an online travel portal, some changes must be routed back through the issuing agent due to payment ownership; Vistara can still annotate your booking and advise fees/steps so the agent can action it faster.

Refunds, vouchers, and fee handling

Refund timelines in India are regulated. For eligible refunds to a credit/debit card, expect processing within about 7 working days after approval; for cash/cheque or some agency-issued tickets, it can take up to 21 working days. You can track the status by checking your bank ledger after you receive the refund confirmation email, or by revisiting Manage Booking with your PNR. If you opted for a travel voucher (common in disruption scenarios or as a goodwill option), it is typically emailed within minutes to 24 hours and can be used on https://www.airvistara.com for new bookings until the stated expiry date.

Fare rules determine whether changes and cancellations are free, partially refundable, or non-refundable. Most Economy value fares carry a change fee plus any fare difference; higher fare families and Premium Economy/Business generally allow more flexibility. Taxes and fees on unused sectors are commonly refundable even on restrictive fares; request this via the Customer Relations webform on the Contact Us page if your booking channel cannot process it. Keep in mind that no-show situations can forfeit residual value, so always cancel before departure when plans change.

Baggage, special assistance, and medical needs

For most domestic itineraries, the standard free checked baggage allowance is 15 kg in Economy, 20 kg in Premium Economy, and 30 kg in Business; cabin baggage is typically 7 kg in Economy/Premium Economy and up to 12 kg in Business (subject to size limits and security rules). International allowances vary by route and fare family—confirm your exact entitlement under Manage Booking. Oversize, sports equipment, and musical instruments may require pre-approval and fees; declare these at least 24–48 hours before departure to avoid delays at check-in.

Request wheelchair assistance (WCHR/WCHS/WCHC), meet-and-assist, or medical clearance as early as possible—ideally 48 hours before travel—so ground teams can coordinate equipment and staffing. If you need to travel with a portable oxygen concentrator, medication, syringes, or mobility aids with lithium batteries, customer care will share device/Battery Wh ratings and documentation requirements. Unaccompanied Minor service is typically mandatory for children 5–12 years old and optional for ages 13–16; age limits and fees depend on route and fare, so verify specifics before booking.

Disruptions, compensation, and escalations

When delays or cancellations occur, use the rebooking link in the disruption SMS/email, Manage Booking, or contact centre to move to the next available flight at no extra charge (policy depends on cause and fare rules). Under Indian DGCA Civil Aviation Requirements, airlines must provide meals and refreshments once delays exceed certain thresholds (commonly 2–4 hours depending on flight length), and accommodate passengers on alternative flights or process refunds when cancellations are within the airline’s control. If you miss a connection on a single-ticket itinerary, customer care will reprotect you at the earliest opportunity.

If an issue remains unresolved, raise it with Vistara’s Customer Relations via the online form on the Contact Us page and keep the case/acknowledgement number. For regulatory escalation in India, submit a grievance on the Government of India’s AirSewa portal: https://www.airsewa.gov.in. Provide your PNR, flight number, dates, receipts, and any written responses. Typical resolution targets are within a few weeks, and you should receive periodic updates by email or SMS until closure.

Check-in, deadlines, and airport pointers

Online check-in typically opens 48 hours before departure for domestic flights and closes 60 minutes prior; at the airport, check-in counters generally close 45 minutes before domestic and 60 minutes before international departures. Boarding gates commonly close 20 minutes before departure. These cutoffs are strictly enforced, especially at high-traffic hubs like Delhi (T3) and Mumbai (T2), so build in buffer time for security queues and peak-hour congestion.

For Delhi T3 (Indira Gandhi International Airport, New Delhi 110037), Vistara operates from the integrated terminal with multiple self-bag-drop and staffed counters. If you have lounge access through fare class, Club Vistara tier, or partner status, customer care can confirm the eligible lounge and any guesting rules for your specific flight number and cabin.

Practical tips to speed up resolution

Having the right details at hand reduces back-and-forth and shortens call or chat time. Keep a single point of contact (one email and phone) on the booking so all disruption messages, vouchers, and confirmations reach you consistently. When you need written confirmation (for insurance or employer), ask the agent to email a “service letter” with the exact delay/cancellation reason, timestamps, and any provided amenities.

• Always note your 6‑character PNR, flight number (e.g., UK 970), and travel dates before calling; keep a digital copy of your e-ticket.
• For refunds or baggage claims, collect evidence: boarding passes, bag tags, receipts, and photos (especially for damage).
• For medical/special needs, share documents at least 48 hours in advance; ask for a written acknowledgment that assistance is booked.
• If rebooking, propose 2–3 acceptable flight options by number/time; agents can action faster when you provide concrete choices.
• Use official links only: Website https://www.airvistara.com, Manage Booking https://www.airvistara.com/in/en/manage-booking, Contact Us https://www.airvistara.com/in/en/contact-us, Club Vistara https://www.airvistara.com/in/en/club-vistara.

Final note

Customer care policies and contact numbers can change, especially during schedule transitions, seasonal peaks, or network updates. For the most current phone numbers, country-specific operating hours, and policy wording, always rely on the official Contact Us page and the latest fare rules shown in Manage Booking. If you document interactions and follow the timelines above (7 working days to card refunds; up to 21 working days for cash/agency refunds), you will typically see efficient, traceable outcomes.

How do I change the date of travel in Vistara?

Vistara allows its passengers to both cancel and make changes to their flight as per their convenience. To do the needful, you will need to make a call to the Vistara customer care centre and place your request for cancellation or amendment in the booking.

Is Vistara owned by Air India?

Consequent to the merger of Vistara and Air India, Singapore Airlines, which held a 49% share in Vistara, becomes a 25.1% shareholder in the resultant Air India group.

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.