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Booked on a travel portal — refund stuck between portal and airline
What usually matters in this situation, and the papers to keep ready before you meet an advocate or free legal aid (call 15100).
Make my own list — free, 2 minutesYour situation
- How did you book? Through an app or agent
Do these now
- File on National Consumer Helpline (1915)
Travel is one of its biggest refund sectors. Where: consumerhelpline.gov.in
Papers to gather
- Ticket / booking confirmation and fare breakup
Basis for any refund. Where: Email, app. - Payment proof
Refund is calculated from it. Where: Bank / card statement.
You may also need, depending on your answers
- Cancellation, delay or schedule-change message from them — Decides whether you get a full refund or compensation.
- Your cancellation confirmation and the refund amount shown — Shows deductions charged.
- Baggage irregularity report (PIR) and baggage tag — Needed for any baggage claim.
- Boarding pass and proof you reached in time — Needed for denied boarding or delay claims.
- Brochure, itinerary or promises made — Proves service fell short.
- Written complaint and its reference number — Starts formal timelines.
- Complain on AirSewa — Ministry portal that airlines respond to.
What the law says
DGCA's revised refund rules (in force from 26 March 2026): refunds within 14 working days, the airline is responsible even when you booked through an agent or portal, a free 48-hour "look-in" to cancel or change (for bookings made well ahead), and free name correction within 24 hours on direct bookings. Other travel disputes go to the National Consumer Helpline and Consumer Commission.
General information, not legal advice.
Saboot will also ask
- What was it?
- What happened?
- How long have you been waiting for the refund?
Similar situations
- Airline cancelled my flight and refund is not coming
- Flight delayed for hours, no food or hotel
- Denied boarding though I had a confirmed ticket
- Baggage lost or damaged by the airline
- Train ticket refund not received
- Holiday package was not as promised
- Hotel booking cancelled on arrival
- Bus operator cancelled, no refund
Sources
- AirSewa — complaint against an airline
- National Consumer Helpline (1915)
- Consumer Protection Act, 2019
The full guide: Flight, train, bus, hotel or travel package — refund, cancellation or delay · All situations