Information as to Grievance you may have:
Air Vistara – Should you need to reach out to the Customer Relations team for any grievance redressal, please email us at custrelations@airvistara.com or Call Us at 928 922 8888 or +91 120 669 9901.
Grievance Redressal Procedure –
For comments concerning Civil Aviation Requirement, Section 3, Air Transport, Series M, Part IV, you may write to:
Nodal Officer: Ms. Jyoti Dhingra
E-Mail: nodalofficer@airvistara.com
Appellate Authority: Mr. Lawrence Dsouza
E-Mail: appellateauthority@airvistara.com
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New Delhi 110001,
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Source: https://www.airvistara.com/trip/contact-us
Exceptional post however , I was wondering if you
could write a litte more on this subject? I’d be very thankful if you
could elaborate a little bit further. Bless you!
Hi Our Flight UK612 from Jammu to Srinagar Dt.: 31.03.2019 was cancelled by you , despite our repeated follow up for the reason stating the Srinagar Run way is closed.
Also our request for alternate flight ticket was denied saying run way is closed and were pushed to either prepone or postpone the ticket.
we were forced to make alternate arrangement for 4 tickets in another Airline on 31.03.2019 @ higher cost and with inconveniencing our schedule.
Till date neither a refund nor a responsible reply from your end for the inconvenience you had caused.
Landed in Bangalore flight UK811 at 9.05 21 Apr 2019 minus one bag , one left behind at Delhi , one delivered. Booking at Delhi was done by Ms Minakshi ,had a tag ‘I am New ‘.
Please don’t experiment with us. You need to compensate us for poor service.baggage tag. No. 834891
Today i feel one of the worst flying experience of all time in UK 611 flight of vistara. And your service executes disturbs in every minute they always use to say close the window and straight your seat position . they even dont know how to take care of customers when they are sleeping. And one of the most thing is that before landing it was shocking experince . they didnt give information before landing…
I booked my Mothers and sons tickets from Kolkata to Chennai on 30th March 2019 to travel on 31st May 2019 via Vistara Airline Flight no 732 through Akbar Travels. On 29th May 2019 I received an email from Akbar Travels stating that the flight has been cancelled and that I need to contact the Airline for further clarification. Only an email was sent which of course wasn’t checked by me on the same day. Accidentally checked it on 30th evening and got the shock of my life on seeing the cancellation email. Never did I imagine that I would need to go through this on the last minute. I am glad that for some reason I felt the need to check the ticket otherwise my son and mother would be at the airport at the stipulated time to get embarrassed and tensed. So as per email I called Vistara who then informed me after multiple holds that this flight had been cancelled by them on 11th April 2019 however even they did not inform us of any such thing via email or sms or call. Airline clearly stated that they did not have any of our contact details on their system to intimate us whereas they were able to complete my phone number over the call before me. Had I known of the cancellation I would have definitely made other arrangements. Wrote an email to Akbar Travels immediately and was informed that in a weird way that it was neither their fault. Also that refund had been initiated on 31st May 2019 which was credited into the account on 3rd June 2019 of Rs 5512 instead of Rs 5712. They have deducted the convenience amount from us after cancelling the flight on their end. There is grave negligence on the travels and airlines end. Also because of this not only did I have major stress of booking alternative tickets. I had to end up spending Rs 15000 for their travel and had to pick them up from Bangalore. This was a major nuisance for all of us and major loss. DO YOU THINK THAT THIS IS THE WAY AIRLINES NEED TO MAKE MONEY AND YOU TO TAKE ADVANTAGE OF PEOPLE. I GUESS TATAS IS YET AGAIN UNABLE TO COPE UP WITH RUNNING AN AIRLINE.
Are you people — each other at your customer services office. You people keep customers on hold for hours. Is this your customer service. You people overbook flights and then cancel them at the last moment. Passengers have to go through the pain in ass to pay higher prices again to book alternative tickets. Jet airways was a great airline. Instead of them you people should’ve been shut down.
Very worse customer Care service. What the hell do they think about the customer…..they put me on hold for 1 hour…..can you believe…..I just asked the difference in amount when you change the date……very worse experience…..won’t book in vistara again and all definitely ask my friends and others not to…..
I am very sorry to inform that, I am very disappointed with your
customer service. I am a frequent vistara flyer. Since morning till eve I
am being on hold with your customer service agents and they disconnect
the call with no reason. and also promised me that they will be giving
me a call back which i never received in last few days.
My flight to ixz from chennai is on 30 june and cancelled with your issues . I need to fly on the same day no matter what
happens. When i was booking this tickets i had other airlines with
less rates, but i choose vistara with the trust i had with you guys.
Now i cant accept a refund because the ticket rates are double. and
travelling to delhi and wait for another day is impossible. get me
tickets on 30 june 2019 in spicejet which is available or any other
airline. i wont be calling Vistara cus service anymore because they
are rude.
TThe reason why i am using this portal is because i never get a reply from Club Vistara. Even they answer they have a standard reply, without reading my email. Either the staff who are replying to these emails do not know English, or they don’t want to read the entire email.
I am a gold member of Club Vistara since Dec 2018. As per Club Vistara policy to upgrade to the higher level (in my case Platinum) I need to either 35,000 Tier Points or 40 Flights.
Club Vistara tier evaluation process is dynamic & CV account will always reflect the last 365 days information and hence my email is for a 365 days flight status!!! I have used the words Club Vistara uses!!
In the last 365 days the no of flight I have taken is 21 flights. Details as given below. 365 days is from 27th June 2018 to 28th June 2019) as I am writing this email on 28th June 2019. (This is excluding all the award flight I have taken).
S.No Date of Travel Sector
1 26-06-2019 DELHI-BANGALORE
2 03-06-2019 BANGALORE-DELHI
3 30-05-2019 DELHI-BANGALORE
4 26-05-2019 MUMBAI-DELHI
5 25-05-2019 DELHI-MUMBAI
6 12-04-2019 BANGALORE-DELHI
7 09-04-2019 DELHI-BANGALORE
8 06-04-2019 CHANDIGARH-DELHI
9 02-04-2019 DELHI-CHANDIGARH
10 10-03-2019 BANGALORE-DELHI
11 07-03-2019 DELHI-BANGALORE
12 21-01-2019 BANGALORE-DELHI
13 18-01-2019 DELHI-BANGALORE
14 12-01-2019 DELHI-MUMBAI
15 26-11-2018 DELHI-BANGALORE
16 01-11-2018 DELHI-BANGALORE
17 29-10-2018 BANGALORE-DELHI
18 25-10-2018 DELHI-BANGALORE
19 11-10-2018 DELHI-BANGALORE
20 09-09-2018 BHUBANESWAR-DELHI
21 05-09-2018 DELHI-BHUBANESWAR
Now as per the club Vistara tier membership to qualify as a platinum member I should have completed 40 flights. (In your membership login they always give you the no of flights required to move to the next tier) In my case it has to been 40 – 21 flights (19 flights)
But in my case every month I login in after a flight I notice then no of flights to move to the platinum tier keeps going up.
As on date 28th June 2019 the no of flight required for CV Platinum is 21 flights. (I never understand the tier point status so I am not getting into it. This is a more simpler calculation and hence I am talking about the no of flights. (While I compare the same with Jet airways their tier points system is so clear mentioned in the website and easier and fastest way to get to the next tier level) Hope they come back soon.
Tier Points – 13715 Tier Points – 28 Jun, 2018
Tier Points required for CV Platinum: 21285, 28 Jun, 2019
Flights required for CV Platinum: 21 Flights
I had earlier checked the status on 05th of June 2018 and the status on my login was as below –
Tier Points – 13592 Tier Points – 05 Jun, 2018
Tier Points required for CV Platinum: 21408, 05 Jun, 2019
Flights required for CV Platinum: 21 Flights
Between both these dates i.e between 05th of June 2019 and 27th June 2019 I have taken a flight on 26th June DEL – BLR. However, my flights required for CV Platinum still remains at 21 flights.
In numerous emails to customer care of Vistara and email to contact us has resulted in no proper response.
I have written this email on a website now. I hope I do not get a standard reply “Club Vistara tier evaluation process is dynamic & CV account will always reflect the last 365 days information” which has no relevance to my email regarding the no of flights taken!!!
In this manner I will never qualify for a platinum membership Why i am taking up this matter is because many of my colleagues have told me that I will never qualify to platinum as I will never complete the required no of flight as per Vistara systems while in actually I would have completed.
I have received a standard reply from Vistara on my email for this complaint which i have pasted below. Does the mail below reply to one single question in my above email?
Dear Ms Nair,
Thank you for writing to us.
We would like to inform you that Club Vistara Elite Tier Qualification evaluates your tier status every day by checking the number of Tier Points earned or number of flights flown in the past 365 days. As soon as a member achieves the criteria as mentioned in the table above, they will be upgraded to the next elite tier.
In case of a tier upgrade or renewal, your elite tier status will be valid for 12 months. On the day of your tier evaluation, if you are unable to move to the next elite tier or maintain your current tier you will be moved to the next lower tier for the next 12 months. You continue to enjoy CV Base privileges for lifetime as our CV Base membership does not have an expiry.
We would request you to please click here to get more information regarding tier evaluation.
Self is a Singapore Citizen and for last 20 Years Singapore Airlines Krisflyer member. I had booked mine Sister (Priyanka Nikunj Gupta) to travel by Business Class under Booking Reference No. WQYJAC (Ticket attached). The payment was made by myself from my ICICI Internet banking.
I had called up your customer service no. 91-9289228888 to find out the cancellation procedure as I cannot cancel it Online, This was just an inquiry as for personal reason my Sister may not be able to travel
The customer service executive who picked up the phone Mr. Faiz seemed absolutely ignorant of fare rules and could not clearly provide me answer to my query. He was not aware of cancellation fees, the mode of refund and also till when the ticket can be canceled with minimum cancellation fees
Self would have expected an Airlines of your repute to have customer service team aware of rules and regulation governing ticketing
Would be obliged if above of my queries can be replied
Warm Regards
Vishal Gupta
Singapore Airlines Krysflyer Gold No. 8007626306
Block 454, Choa Chu Kang Avenue 4
Unit 06-115
Singapore 680454
Mobile: +65-92702172
Today we had a flight from delhi to mumbai through vistara airlines (uk 993) and it was a confusion regarding the age of my grandson and his age is 2 confusion i was unable to provide the exact documents.
The behaviour of the staff was very rude. And through all this we miss our flight and have a huge loss.
If anything possible for refund my money than then please do.
Had booked 2 tickets for Mum- ATQ sector, your flight No UK 735 for 29th Nov under PNR Number- PZALLL (copies attached) , made booking directly on your site and paid the amount through my Credit card
This flight now stands cancelled and I opted for refund, as per your team refund amount was processed in full on 16th Sept …(i.e. one month ago) but still I am yet to receive credit in my account
My credit card statement till 4th October has NO Credit entry…. Your team did provide me refund voucher details but it does not carry any reference number which bridges the payment made by you to HDFC …
Please place yourself into customer shoes to try and understand agony we are going through –
a) You cancelled the flight after accepting the booking thereby creating inconvenience to the customer who trusted you with advance booking
b) You processed the refund but Customer did not get the credit – Your team has standard answer ” we have processed the payment” — Is Customer responsible if refund has not reflected in his account???
c) Instead of Vistara helping me bridge this disconnection and providing me with reference number of the transaction made with HDFC, I was been asked to make public my Credit Card Statement —- Indirectly I was been asked to prove if I am not disguising you — really felt humiliated and you would agree it’s a clear breach of intruding in to Private information of the customer bust still i have provides the statement as desired by you
Can You help me know by when we should expect resolution to this ???….
It was extremely worst experience to choose Vistara Airlines to travel. Need to highlight and escalate this incidence. With a valid ticket and original id proof, I have been deboarded from flight UK753 (Delhi to Ranchi). PNR-K6XGMT 5thDec’19 5.40pm And the reason Vistara staff has given me that my ticket has been cancelled by agent from where i have booked it. I have to mention : Vistara ground staff at Delhi are very rude and insensible, they have argued and misbehaved with me. Later on I have checked with Paytm from where i have done booking and also verified with vistara tech support too, they have confirmed that i am the correct passenger to travel, who had to suffer this much. Unfortunately that was the last flight to Ranchi and i have missed my important client meeting. Escalated this matter in Vistara – SR TCT201912051859375 Paytm Reference Id – 148556457 I have waited in front of vistara counter for 10 hours for instant action, but no response/communication from them even after escalating the matter to head of ground staff Is this the way a customer supposed to be treated? What about the airline security? How can two different passengers board the flight with same PNR? I have been asked to deboard the flight after occupying my seat in flight. Even after lodging complain , there is no action from Vistara & Paytm yet even after 72 hours. Both of them are blaming each other. PFA airline ticket. I want compensation and flight charges as i have already reached to Ranchi on 6th’Dec morning with huge loss of 1 lakh.
Open Loot by Vistara in Coronavirus affected days
Vistara has cancelled the flight Jodhpur to Mumbai on last day on 17.3.2020, for which I had booked ticket 15 days in advance (PNR Q238AN). I had to spend double the amount to book in alternate airline. Vistara at airport promised for a full refund but to the booking agent. The booking agent (Easemytrip) after cancellation has refunded a token Rs 1 saying that airline has charged the cancellation fee. It is an open loot.
I am not able to understand the flight has been cancelled by airline and instead of making a compensation they are deducting full ticket money as cancellation.
Isn’t this a loot by airline and booking agent ?
Will I get my money paid back leave apart the compensation?
Recently I and My friend traveling from Hyderabad to Delhi on a flight. I booked the flight tickets on Airvistara at that time of booking and apply the coupon code from the Saveplus. They gave up to Rs.5985 flight tickets for two persons.
I was trying to book three tickets from Delhi to Kochi for my senior citizen parents and I. I wanted to make sure we all were in same flight as they need some assistance however I was unable to book separately and while booking the 3 tickets I was booked under senior citizen rate as well. There was no option for me to put my date of birth although I was logged in while booking (my accoutn has my date of birth). I did not want to risk booking them first and then me as there were only three seats remaining and I couldnt let them travel separately. TOday wen I called Vistara for this, I was told that I would need to cancel and rebook lest risk not able to board. I requested them to charge me extra for my seat but not have to cancel my ticket which they were not able to do. Now I am being charged for cancellation and for the new ticket. However the issue is with the system which does not allow options for different categories of passengers when booking together. Hope you can provide a full refund in my case as I am the care takers for my elderly parents ans was trying to ensure I was with them. Booking IDs: WEAKN9 and WBJ9BV
Worst Supporting staff and manager I found in my experience. I booked ticket for UK821 Flight and Flight timing is 6:05 in the morning. I reached at 5:15 at the counter and lady “Sapna” who is Reporting Manager told me the boarding is close for this Flight. within fraction of second 2 girls are tried to contacted the Reporting manager and she rudely replied I cant do that anything for the Flight timing 6:30 which is going to Chennai. both the girls are literally crying at that time and requesting the reporting manager but Sapna is So, Rude that she were not listening to any body. How that is possible to close the entry before more than 1 hr
From now on wards, I will never plan to travel by Vistara.
I am very sorry to inform that, I am very disappointed with your
service. I am a frequent vistara flyer. Multiple time I interacted on Mumbai Airport with Sapna and this Time is horrible Experience with me. She is not allowing the customer to on board even after 1 hr is left for Fly. She is rude enough and continuously busy on personal call. me and My friend is travelling from Mumbai to Delhi Reached the counter at 5:20 and my flight timing is 6:30 then also she not allowed us for fly.
My friend and I bought our tickets in November and were due to fly Jan 6th. We had received a booking confirmation from Vistara so thought all was well. When we arrived at the airport we were abruptly told Boarding was closed before 20 mins and time of fly is still 45-50 mins left. I talked to lead of counter staff but she were not trying to listen any one she hardly looks anybody. I am passed from one counter to the next counter and the staff were diverting for next flight ticket booking of Vistara and no one try to help me on same flight. I am a frequent international traveler and have never encountered such a problem. We missed our business trip
My name is RISHI SEHGAL my PNR is RJIUEI my flight no was (UK)856 when I landed at IGI Delhi and Collected my luggage from belt 5 then I found my VIP Suitcase badly cracked even I made coplaint to your customer care after reaching back home. It was a brand new suit case of make VIP blue in colour but due to the negligence of your ground staff it got broken. Kindly look into and do take suitable action to compensate it.
Your valuable Customer if u think
Rishi Sehgal Advocate
Dear Team,
Reg: Attn: Ms. Gulfisha- Pending refund/PNRs: LX2B9X & NCOCF3
You have not understood the query.
The concern is pertaining to the excess baggage (5Kgs baggage) which I have done directly through Vistara portal.
I got refund amount for 2000/- for one PNR and another refund (excess baggage of 2000/-) has not received till date despite repeated follow ups.
Your people expect customer to run from pillar to post for a simple refund.
Sad to say that there is no professionalism in your approach towards service to customer neither your CRMs which is so pathetic.
If you check your records I have been calling continuously for past two months. Average time on call is close to 40 mins but still you are unable to resolve the issue.
I am forced to copy this mail to the concerned to take necessary steps to intervene.
Really shame on Vistara for such a pathetic and extremely poor service standards
Open Loot by Vistara in Coronavirus affected days
Vistara has cancelled the flight Jodhpur to Mumbai on last day on 17.3.2020, for which I had booked ticket 15 days in advance (PNR Q238AN). I had to spend double the amount to book in alternate airline. Vistara at airport promised for a full refund but to the booking agent. The booking agent (Easemytrip) after cancellation has refunded a token Rs 1 saying that airline has charged the cancellation fee. It is an open loot.
I am not able to understand the flight has been cancelled by airline and instead of making a compensation they are deducting full ticket money as cancellation.
Isn’t this a loot by airline and booking agent ?
Will I get my money paid back leave apart the compensation?
Open Loot by Vistara in Coronavirus affected days
Vistara has cancelled the flight Jodhpur to Mumbai on last day on 17.3.2020, for which I had booked ticket 15 days in advance (PNR Q238AN). I had to spend double the amount to book in alternate airline. Vistara at airport promised for a full refund but to the booking agent. The booking agent (Easemytrip) after cancellation has refunded a token Rs 1 saying that airline has charged the cancellation fee. It is an open loot. None of the customer care numbers of airline as well as of agent are reachable, permanently busy of not answered with recorded endless message to wait.
I am not able to understand the flight has been cancelled by airline and instead of making a compensation they are deducting full ticket money as cancellation.
Isn’t this a loot by airline and booking agent ?
Will I get my money paid back leave apart the compensation?
I went to the airport to tell me that your money was full from here, I did not even get any refand for it, I used much more than make my trip.
My flight was cancelled on 22/03/2020 Mumbai to Dubai and Still i have not received cancelled amount refund. I don’t know that is there any secondary level Officer are available to look into my case and return my money. My booking reference number is ZK5PF8.
First the flight is cancelled and rescheduled 4 times by you guys and now you have the audacity to tell that you cannot give me the full reund. Shall i wait for you to decide when you will be capable to fly?
Please find my PNR – WN9OXB. And refund my full money back. I wont be giving even a penny to you guys for a mistake that you guys have done and blaming it on the customers for it
My flight no.uk621,.2 june 2020 and EMT72675549
And pnr no.T9V9E5 TOTAL 3 PASSENGER
MY FLIGHT CANCILLED I RECEIVED MASSAGE MY PHONE PLZ I REQ U FULL REFUND
REQUEST FOR FULL REFUND – PNR no – TEELF6 & PNR no TDHDU2
Hi
Request for FULL REFUND as both the flights were CANCELLED by AIR VISTARA
a) Delhi – Mumbai – PNR – TDHDU2 Ticket No – 2283760263767
Rs 2782
v) MUMBAI – Delhi – PNR – TEELF6 Ticket No – 2283760263777
– Rs 2580
PLEASE note I am
1) Club Vistara – Silver member CV ID : 110023211 since inception of AIR VISTARA
2) I am elderly person of Age 55 years of Age and i CANNOT travel in the
CORONA PANDEMIC as i will DIE if do so , even in next 2 years and i DO NOT want
any extension of validity of tickets
Mat i request for FULL REFUND of Rs 2782+ Rs 2580 as both the flights were
cancelled by AIR VISTARA and i do not want to DIE
Please do the neddful for FULL REFUND and CONFIRM
REGARDS
SUNIL CHANDWANI
9810172567