AirSewa (LINK) is an initiative by the Ministry of Civil Aviation, Government of India, designed to provide a seamless and convenient air travel experience to passengers. It is a comprehensive platform that allows passengers to address their grievances, provide feedback, and access real-time flight information, among other services.
Key Features and Services:
Understanding Your Rights with the Passenger Charter by the Ministry of Civil Aviation, Government of India (LINK)
Travelling by air can be a convenient and efficient way to get to your destination, but it's important to be aware of your rights as a passenger. The Passenger Charter by the Ministry of Civil Aviation outlines several key rights and guidelines to ensure a smooth and informed journey. Here are some highlights:
Steps to File Grievance
Login into https://airsewa.gov.in
Then create your profile, and verify your email, and mobile.
Then click on the Grievances
Then click on Report a new Grievances.
Then select the appropriate options.
The following steps are easy peasy. It will verify your mobile again with OTP and then it takes you to the page where you have to describe your issue. While describing the issue explicitly mention the compensation with the amount (if any). There is a character limitation but more than enough to describe your issue appropriately. You have to provide some attachments for the proof. Better get the delay or cancellation certificate from the Airline, this makes your case stronger. It also asks for previously filed grievances against the subject in question with ID and the grievance system, which is optional.
No hard and fast rule but I would suggest, first file a grievance with the said subject directly and wait for almost a week for their response. If not satisfied then escalate to higher authority and then if not satisfied then use AirSewa.
Key Features and Services:
- Grievance Redressal:
- Passengers can lodge complaints related to their air travel experience directly through the AirSewa platform.
- The platform tracks and resolves complaints efficiently, ensuring that issues such as flight delays, cancellations, and lost baggage are addressed promptly.
- Flight Information:
- AirSewa provides real-time flight status updates, including delays, cancellations, and schedule changes.
- Passengers can check flight timings, departure and arrival details, and gate information.
- Airport Information:
- The platform offers detailed information about various airports across India, including amenities, services, and facilities available at each airport.
- Passengers can access information about lounges, Wi-Fi services, transportation options, and other airport services.
- Feedback Mechanism:
- Passengers can provide feedback on their air travel experience, helping airlines and airports improve their services.
- The feedback mechanism ensures that passenger suggestions and concerns are taken into account for future enhancements.
- Mobile App:
- AirSewa is available as a mobile application, making it convenient for passengers to access its services on the go.
- The app is user-friendly and provides all the features available on the web platform.
- Ease of Use:
- The platform is designed to be intuitive and easy to navigate, ensuring that passengers can quickly find the information they need and submit grievances or feedback without hassle.
Understanding Your Rights with the Passenger Charter by the Ministry of Civil Aviation, Government of India (LINK)
Travelling by air can be a convenient and efficient way to get to your destination, but it's important to be aware of your rights as a passenger. The Passenger Charter by the Ministry of Civil Aviation outlines several key rights and guidelines to ensure a smooth and informed journey. Here are some highlights:
- Flight Delays:
- If your flight is delayed by 2 hours or more (for flights with a block time up to 2.5 hours), 3 hours or more (for flights with a block time of more than 2.5 hours and up to 5 hours), or 4 hours or more (for all other flights), airlines must offer you free meals and refreshments related to the waiting time.
- For domestic flights delayed by more than 6 hours, the rescheduled time must be communicated more than 24 hours prior to the original departure time. Airlines should offer an option of either an alternate flight within a period of 6 hours or a full refund.
- Flight Cancellations:
- Airlines must inform you of flight cancellations at least two weeks before the scheduled departure time and arrange an alternate flight or provide a refund as acceptable to you.
- If informed less than two weeks but up to 24 hours before the scheduled departure time, airlines must offer an alternate flight allowing you to depart within a reasonable time or provide a full refund.
- Boarding Denied Due to Overbooking:
- If denied boarding due to overbooking, and an alternate flight is scheduled to depart within one hour of the original flight, no compensation is owed.
- If an alternate flight is not arranged within one hour, you are entitled to compensation equal to 200% of the booked one-way basic fare plus airline fuel charge (up to a maximum of ₹10,000), or 400% of the booked one-way basic fare plus airline fuel charge (up to a maximum of ₹20,000), or a full refund of the ticket and compensation equal to 400% of the booked one-way basic fare plus airline fuel charge (up to ₹20,000).
- Refunds:
- Immediate refunds if the payment was made by cash, within 7 days if by credit card, and from the travel agent if payment was made through one.
- Flight Diversion:
- In case of flight diversion, if the waiting time exceeds two hours, the airline must make arrangements to disembark at the nearest airport and provide refreshments during the waiting period.
- Cancellation Charges:
- Airlines must clearly indicate the amount of refund money admissible on ticket cancellation and display this information on their websites.
- No-Charge Cancellation and Amendment within 24 Hours:
- You can cancel or amend your ticket without any additional charges within 24 hours of booking, up to 7 days prior to the specified flight departure on the first leg.
- Rights for Passengers with Disabilities:
- Airlines cannot refuse to carry you along with your assistive aids/devices, escorts, and guide dogs. Necessary information about your specific requirements should be obtained at the time of ticketing/online booking processes.
- If assisted by an escort, airlines should make reasonable efforts to give them a seat next to you. Cabin crew must brief you on emergency procedures, cabin layout, and specialized equipment onboard to cater to your needs.
- If denied carriage based on disability, the airline must specify the reasons in writing.
Steps to File Grievance
Login into https://airsewa.gov.in
Then create your profile, and verify your email, and mobile.
Then click on the Grievances
Then click on Report a new Grievances.
Then select the appropriate options.
The following steps are easy peasy. It will verify your mobile again with OTP and then it takes you to the page where you have to describe your issue. While describing the issue explicitly mention the compensation with the amount (if any). There is a character limitation but more than enough to describe your issue appropriately. You have to provide some attachments for the proof. Better get the delay or cancellation certificate from the Airline, this makes your case stronger. It also asks for previously filed grievances against the subject in question with ID and the grievance system, which is optional.
No hard and fast rule but I would suggest, first file a grievance with the said subject directly and wait for almost a week for their response. If not satisfied then escalate to higher authority and then if not satisfied then use AirSewa.
