It gives us great pleasure to present to you the ‘Citizens Charter’. A complete handy reference guide to everything you wanted to know about your favorite airline. From reservations, procedures for check-in, lounge facilities, baggage allowance, cargo handling, to inflight services, security regulations, our frequent flyer program – Flying Returns, and special promotional schemes, you’ll find everything you need to know about traveling on Air India in this segment. In a concise, brief manner.

Reservations

Air-India Call Centres
1800 22 77 22 Toll free only MTNL/BSNL users

Landlines for non MTNL/BSNL and mobile users:
Tel. 0124 2877 777 / Fax 0124 2877 888 - for Northern/Eastern India regions situated at Gurgaon

Tel. 022 2758 0777 / Fax 022 2759 2888 - for Western/Southern India regions situated at Belapur-Navi Mumbai

International Services

• Ensure your travel on the required date by making a reservation and buying a ticket well in advance.
• Economy class passengers, traveling on the S.E. Asia (except Australia and New Zealand),
• Gulf and Africa routes, should check and reconfirm their return or onward reservations if the break in journey is more than 72 hours.
• No reconfirmation is required on the following routes
  India/USA/India
  India/Canada/India
  India/Europe/India
  India/Far East Asia/India
• Normal fare tickets are valid for a year from the date of commencement of the journey. Validity for special fare tickets depends on the type of fare used as indicated on the ticket.Change in reservations may incur an additional fee depending on fare type and area of sale
• Please indicate your contact telephone numbers and cell phone numbers at origin and at all points of your itinerary, directly to the airline. This will help us inform you of flight delays or change in schedules.
• First and Executive class passengers can select their seats on international sectors at least 24 hours prior to their departure. This facility has recently been extended to Economy Class passengers traveling to Europe and United States.

Online Booking

The quick, easy and convenient way to book AI tickets online through the Air India website www.airindia.in. A passenger can make a booking for a sector of his choice for up to 5 adults, 4 children and 2 infants. These bookings can be made for flights from 4 hours until 360 days prior to departure of the flight. The passenger has to pay online using his credit card (Master/Visa). The processing of the credit card is done through a secure Payment Gateway Provider (PGP). Once the credit card has been validated and the card debited, the passenger gets a confirmation of his booking. An e ticket will be generated and the details with the e ticket link will be emailed to the passenger.

Rescheduling Messages through SMS

AI has made online an arrangement with M/s Cellebrum Service Provider whereby SMS messages are generated automatically to all Indian mobile numbers in PNRs ex India for flights which are rescheduled within 4 days prior departure.

All passengers are required to advise their mobile numbers at the time of making the reservation in order to avail of this facility.

Passport, Visas

• Ensure that your travel documents are in order.
• The carrier will not accept responsibility for the consequences of any irregularity.
• As you may be asked to show your passport or travel documents during your journey, please keep them in an easily accessible place.
• Air India or your Travel Agent will be glad to assist you.

Check-in/Reporting Time

• The time(s) indicated on the flight coupon is the departure time. Flights will not be delayed for passengers arriving late for check-in and the airline accepts no responsibility in such cases.
• Check-in counters close 45 minutes prior to the departure of the flight ("time limit has to be checked at each station of departure"). In order to complete the pre-departure formalities of security, immigration and customs clearances, passengers are requested to report at the check-in counters at least two hours prior to departure.
• Computerised check-in facilities are available at the following airports : Chennai, Kolkata, Delhi, Mumbai, Ahmedabad, Bangalore, Hyderabad, Kochi, Kozhikode and Thiruvananathapuram. The check-in counter staff will ask for the following:
  a) your ticket
  b) your passport containing valid visa
  c) the Airport Tax (usually collected at the time of ticketing)
  d) any other documents required in connection with your travel.(For domestic travel on AI, form of ID must be presented along with the Ticket) at the time of check-in.
• All checked baggage has to be X-rayed and sealed by security personnel. Due to security reasons, once a passenger has checked-in, he/she is not allowed to leave the terminal building.

Tele-Check-in & Special Counters

First and Executive class passengers can check-in by dialing designated telephone numbers at Mumbai and Delhi.

Tele Check-in Numbers are

At Mumbai: 022 2831 8084 / 2682 9549
At Delhi: 022 2565 3630

Boarding cards can be collected from the special counter at least 45 minutes prior to the flight departure. Special counters are allocated for special passengers, such as mothers with children and infants, to help facilitate their check-in.

Advance check in

Advance check-in facility is available for passengers travelling from Mumbai to UK/Europe/USA on the same day and upto 0800 hrs on the next day. The passenger needs to contact the Air India Building, Ground Floor, Nariman Point, Mumbai or the Air India Check in counters at Chattrapathi Shivaji International Airport personally between 11am and 6pm with all the original passports, tickets and locked baggage.

Lounge Facilities

Air India offers exclusive Lounge facilities for First and Executive class passengers at most international airports. Here, passengers can relax and have refreshments as they await their departure. These Lounges also have libraries that are stocked with newspapers & magazines, TV & video for entertainment, telephone, fax, Internet facility and shower facilities. Air India has its own Lounges at Mumbai, Delhi, London and New York.

Baggage

Free Checked Baggage Allowance (USA and Canada) - Piece System

For First/Executive Class Passengers

Two pieces of baggage where the total linear dimensions of each bag should not exceed 158 cm (62 inches) and the weight of each bag should not exceed 32 kgs., on Air India. Please note that certain other Carriers restrict weight to 23 Kgs., per piece for travel within the USA. It is advisable to check with your airline, in advance, for weight restrictions.

For Economy Class Passengers

Two pieces of baggage with total dimensions i.e. length + height + width of both pieces should not exceed 273 cm (107 inches) and any one piece should not exceed 158 cm (62 inches). The weight of each bag must not exceed 23 kg. Infants not entitled to a seat are allowed one checked baggage with a total linear dimension not exceeding 115 cm (45 inches) plus one infant's carrying basket or car seat which may be carried in the passenger cabin, subject to availability of space. The weight of each bag must not exceed 23 Kgs. on AI flights.

Rest of the world - Weight System

• First Class 40 kg (88 lbs)
• Executive Class 30 kg (66 lbs)
• Economy Class 20 kg (44 lbs) Infants not entitled to a seat are allowed one checked baggage or carry-on fully collapsible stroller or push chair, or an infant's carrying basket that may be carried in the passenger cabin, subject to availability of space.

Domestic Baggage Allowance

The maximum weight permissible for a single piece of baggage is 32 kgs. This rule is applicable on the entire Air India network.

Excess Baggage

The excess baggage charges under the Piece System are based as follows:

a)Trans Atlantic

i) USA/ Europe - To/ From New York/ Boston/ Washington/ Philadelphia to Great Britain/ France/ Germany - USD 90.00 per piece.
ii) To from rest of USA to Great Britain/ France/ Germany – USD 110.00 per piece.
iii) USA/ India - To/ from New York/ Baltimore/ Boston/ Philadelphia/ Washington - USD 123.00 per piece. iv) To/ from other cities in US - USD 133.00 per piece.

b)Trans-Pacific

i) USA/ India - To/ from Alaska/ Hawaii - USD 109.00 per piece.
To/ from Los Angeles/ Portland/ San Francisco/ South East Asia - USD 121.00 per piece. To/ from other US Cities – USD129.00 per piece.

c)Canada/India – Trans-Atlantic

The following items will be considered as part of your checked in baggage allowance and must not exceed 62 inches or 158 centimeters - sleeping bag or bedroll/rucksack/knapsack/back-pack/fishing kit/sporting arms/snow-skis/water skis/golfing kit/fishing kit/wheelchair or assistive devices that the passenger is dependant upon.

The maximum weight permissible for a single piece of baggage is 32 kgs. This rule is applicable on the entire Air India network.

Child fares are entitled to the same baggage allowance as adults. Incapacitated passengers may carry one wheelchair or other assistive devices.

For oversized baggage with total dimensions exceeding 204 cm (80 inches), advance arrangements need to be made with Air India. Should the weight of any one piece exceed 32 kg., or dimensions exceed those prescribed, an additional charge may be levied.

Carry-on (Unchecked) Baggage

Unchecked baggage is any baggage of the passenger other than checked baggage carried by the passenger in his custody in the cabin. Unchecked baggage carried on Air India aircraft is restricted to 1 single piece, with dimensions not exceeding 55 cms.(22") x 40 cms.(16") x 20 cms (8") and weight of 08 kgs., only, for all class of travel. All hand baggage must be presented at the check-in counter or transfer desk for transfer passenger. Carriage of special items such as sitars, tanpuras and fragile items are normally not permitted as these items can inconvenience other passengers and be a possible hazard in turbulent weather conditions. Incapacitated passengers are allowed one fully collapsible wheelchair and/or crutches, canes and braces over and above the free baggage allowance, provided the passenger is dependent on them.

Hand Baggage/Security Regulations

As per the notice issued by the Bureau of Civil Aviation Security Government of India, passengers boarding an AI aircraft will not be allowed to carry in their hand baggage or on person liquids, gels or aerosols which include beverages, shampoo, suntan lotion, creams, tooth paste, hair gels, hair spray, liquid cosmetics or any other items of similar consistency, exceeding 100ml, except medicines, inhalers accompanied by prescriptions and baby food.

These items will be carried in a clear transparent re-sealable one litre size plastic bag and will be subjected to the prescribed screening and security checks.

Duty free items purchased at the airport of departure in India will be permitted for carriage on the aircraft only if they are:

• Carried in uniquely identifiable bags (bearing the name of the Duty Free and the inscription “Duty Free Items”) with a cash receipt attached to the bag.
• The Duty Free Shops are responsible for the safety and security screening of Duty Free items purchased by the passenger and will ensure they are delivered to the concerned passenger at the gate of the aircraft.

If passengers are transferring to another flight at any point on the journey or at destination, or deplaning from the aircraft at a transit point, where they are required to go through security checks once again, duty free liquids, and gels exceeding 100ml and purchased in India will not be permitted. However, items purchased in that country, at the airport of departure will be permitted as per the local laws.

Unaccompanied Baggage

Baggage shipped as cargo shall consist of only personal wearing apparel and personal articles of the passenger, subject to the following conditions

• Shipment rates are applicable only for the same points (airports only) for which the passenger holds a ticket.
• The passenger must declare the baggage contents, and complete all documents required for dispatch and customs.
• The baggage shall be cleared through customs by the passenger personally or by his agent.
• It is at the discretion of the airline on which flight the baggage will be carried.

It is mandatory to stick self-adhesive Air India labels both inside and outside each piece of baggage. Labels are available at booking offices and check-in counters.

Baggage Tips

Improper carriage of baggage can put one through a lot of inconvenience. Passengers are therefore advised to ensure their baggage is properly packed and tagged. The following tips will be handy.

• Make sure you know your free checked baggage allowance
• Any items over your allowance will be charged as excess baggage.
• Label your bags correctly with your name and address and remove tags and labels left over from previous flights. counters.
• Make sure you know your hand baggage allowance and the latest restrictions on carriage of certain items in your hand baggage.
• Make sure you take medication, important documents, valuable items and cash in your hand baggage.
• Do not carry packages with unidentified contents on behalf of other people.
• In some instances you may be required to identify or claim your baggage, for security or local customs reasons, at the connecting point. Please ascertain in advance if this is required.

Banned Items

Certain items are treated as restricted items on board flights operating from civil airports in India and Indian registered Aircrafts in foreign Airports.

In view of increased security measures at airports worldwide and in compliance with regulations received from the Government of India, New Delhi, the following items will be confiscated and not returned to passengers if found in hand baggage by the security staff at the boarding gate.

Items which cannot be carried in hand baggage

Personal Items

Lighters, Scissors-metal with pointed tips, Realistic replica of toy weapon.

Sharp Objects

Box Cutters, Ice Axes/Ice Picks, Knives (any length and type except round-bladed, butter, and plastic cutlery), Meat Cleavers, Razor-type blades such as box cutters, utility knives, razor blades not in a cartridge, but excluding safety razors, Sabres, Sword.

Sporting Goods

Baseball Bats, Bows and Arrows, Cricket Bats, Golf Clubs, Hockey Sticks, Lacrosse Sticks, Pool Cues, Ski Poles, Spear Guns.

Guns and Firearms

Ammunition, BB guns, Compressed Air Guns, Firearms, Parts of Guns and Firearms, Pellet Guns, Realistic Replicas of Firearms, Starter pistols.

Tools

Axes and hatchets, Cattle Prods, Crowbars, Hammers, Drills (including cordless portables power drills), Saws (including cordless portable power saws), Screwdrivers (except those in eyeglass repair kits), Tools (including but not limited to wrenches and pliers), Wrenches and Pliers.

Martial Arts/Self Defense Items

Billy Clubs, Black Jacks, Brass Knuckles, Kubatons, Mace/Pepper Spray, Martial Arts Weapons, Night Sticks, Nunchakus, Martial Arts/Self Defense Items, Stun Guns/Shocking Devices, Throwing Stars.

Items which cannot be carried even as checked in baggage

• Lighters and Strike anywhere Matches
• Guns and Firearms
• Flare Guns, Gun Lighters and Gun Powder.
• Explosive Materials.
• Blasting caps, Dynamite, Fireworks, Flares (in any form), Hand Grenades, Plastic Explosives, Realistic Replicas of Explosives.
• Flammable Items.
• Aerosol (Any except for personal care or toiletries in limited quantities), Fuels (including cooking fuels and any flammable liquid fuel), Gasoline, Gas Torches, Lighter Fluid, Turpentine and paint Thinner, Realistic Replicas of Incendiaries.
• Disabling Chemicals and other Dangerous Items.
• Chlorine for Pools and Spas, Compressed Gas Cylinders (including fire extinguishers), Liquid Bleach, Spillable Batteries (except those in wheelchairs), Spray Paint, Tear Gas.

Sporting Equipment

Golfing Equipment

Kits containing only 1 Golf bag and a pair of shoes will be charged equal to 6 Kilos of excess baggage per kit. Only 1 such kit may be pooled in the Free Baggage Allowance of the class of service used. If not included in the Free Baggage Allowance, such charges will be applicable. Any weight of such golf kit in excess of 15 Kilos will be charged normal excess baggage charge per kilo.

Snow/Water Skiing Equipment

The skiing equipment kit may contain 1 pair of skis, one pair of boots or 1 snowboard, 1 pair of boots and 1 pair of standard water skis. Charges shall be at the applicable rate for 3 Kilos of excess baggage. Such skiing kit may be pooled in the Free Baggage Allowance but if in excess of the Free Baggage allowance, it will be charged as above. Only 1 such kit may be allowed to be pooled in the free allowance. Any excess due to additional ski kit will be charged normal excess baggage rate.

Angling Kit

The Angling Kit shall be treated to be equal to 4 Kilos of excess baggage. Such kit may be pooled with the Free Baggage Allowance and if in excess of baggage allowance due to this inclusion, shall be charged as above. Any weight of the angling kit in excess of 15 Kilos will be charged at the normal excess baggage rate.

Sporting Equipment for USA/Canada

Golfing Kit/Surf Boarding equipment

The will be charged 50% of the excess baggage charge. Such kit can be pooled in the Free Baggage Allowance but only 1 per passenger. Excess weight due to additional kit shall be charged as an extra piece.

Snow/Water Skiing equipment

The kit containing 1 pair of skis and/or 1 pair of boots or 1 snowboard and 1 pair of boots or 1 pair of standard water skis, if in excess will be charged 33% of the applicable excess baggage charge.

Musical Instruments

Musical instruments will be permitted as part of checked-in baggage only. Such musical instruments may be pooled in the Free Baggage Allowance but if in excess of the Free Baggage allowance, it will be charged as per the applicable excess baggage charges.

No musical instruments will be permitted to be carried as Cabin baggage.

Loss of Baggage & Compensation

In the event of damage/loss of baggage, claims will be settled as per the applicable convention. As per the WARSAW CONVENTION, the compensation is computed at the rate of USD20/- per kg. As per the MONTREAL CONVENTION the compensation is computed to a maximum of (Special Drawing Rights)SDR1000/- per passenger for loss/damage/delay of baggage.

However, a passenger can benefit from a higher liability limit by making a special declaration at the latest at check-in and by paying a supplementary fee.

Liability for loss of or damage to baggage on domestic sectors of Air India, is governed by ‘Carriage By Air Act 1972’ and limited as follows
a) to a sum of Rs.450/- per Kg., of baggage checked-in by the passenger.
b) to a sum of Rs.4,000/- in respect of objects of which the passenger takes charge himself.

The Warsaw Convention or the Montreal Convention will be applicable if the domestic travel is in conjunction with an International sector.

Delayed Delivery of Baggage

If delivery of baggage is delayed beyond 24 hours when a passenger is on a visit to a foreign country and has no access to their own wardrobe, then an interim expense of GBP 50.00 or equivalent in local currency is reimbursed. In India, the amount is INR 3,000.00.For purely domestic travel, the airline is not liable to pay Interim Expenses for delayed delivery of baggage.

Damaged Baggage

For passengers traveling on International routes, in case of damage to baggage, complaint must be made in writing to the Carrier forthwith after discovery of damage and not later than 7 days. In case of delayed delivery of baggage and in case of damage, the complaint must be made within 21 days from the date the baggage was delivered.For purely domestic passengers, the complaint must be made within 3 days/14 days respectively.If baggage is damaged beyond repair, the airline will endeavor to provide a suitable replacement.

Luggage is designed to protect its content. In the course of normal handling, your luggage will acquire evidence of use such as, minor cuts, scratches, dents or soil. We trust you understand that we are not responsible for this type of damage or any of the following

• Broken feet/wheels or handles.
• Damage to overpacked/oversized bags.
• Damage to pull handles.
• Items of a fragile or perishable nature.
• Lost pull handles.
• Manufacturer/s defects

Passengers are advised not to carry valuables such as jewellery, encashable articles, negotiable papers and currency in their checked baggage.

The Carrier is not liable for loss/damage to or delay in the delivery of fragile or perishable articles, money, jewellery, silverware, cameras, electronics/ video/computer or photographic equipment, negotiable papers, securities, heirlooms, antiques, artifacts, work of art, irreplaceable books or publications, manuscripts, business documents, precious metals and other similar valuables or commercial effects.

Reading

There are Indian newspapers and magazines as well as English and American publications. Newspapers in German, French, Italian and Japanese are also available on relevant routes.

Children

For children there are comics, special books and games. There is also a limited selection of baby food on board.

Non Smoking Flights

All Air India flights are non-smoking, to comply with ICAO Resolution.

Grievances

Simplified and convenient procedure for receipt and acknowledgement of complaints. All passenger complaints are actioned swiftly and satisfactorily. A system to handle complaints worldwide is already in place and the procedure followed is both effective and streamlined.

Time Bound Redressal of Grievances

All complaints are replied to our valued customers within 7 working days of receipt of the complaint. In the event that further investigations, which may take time, are required, Air India endeavours to expedite and resolve the passenger’s grievances within the shortest possible time frame. s

Commitment for Improved Services

Air India is steadfastly committed to improve its ground and onboard services. This is an on-going process and every attempt is made to extend maximum comfort by way of professional handling.

Grievance Officers

If you find that your complaints have not been promptly addressed, you may contact the following officer of Air India

Mr.Sanjiv Kumar
General Manager (O) Customer Services
2nd Floor Main Reservation Building,
Safdarjung Airport,
New Delhi 110-003