AirSewa
Airsewa is an initiative by the Ministry of Civil Aviation, Government of India. It provides a common platform for air travelers to submit grievances related to air travel and seek information about flight status. The platform is accessible through both a web portal and a mobile app available on Android and iOS platform.
Airsewa aims to offer a convenient and hassle-free air travel experience by addressing traveler concerns and providing real time updates on flight status, schedules and airport information. Following are the functionalities:
Interactive Grievance Management: Provides two-way communication channel between stakeholders and complainants.
Enhanced Flight Information and Tracking of Flights .
Grievance Transfer and Escalation: The grievances can be escalated if the user is not satisfied with the resolution provided by the nodal officer or the time elapsed which is configured for particular category/subcategory/type. The grievances can be transferred to another nodal authority if other entity needs to work on the grievance.
User Discussions: If Ministry of Civil Aviation (MoCA) desires to take public feedback for an intended topic, Airsewa provides a feature where the users can submit their feedback on the topic thread initiated by MoCA.
Air Fare: A dedicated “Air Fare” grievance type on the AirSewa platform to enhance passenger convenience and address concerns related to excessive airfares.
Addition of International Airline Type under DGCA: Introduction of new grievance type - “International Airline” under DGCA category, has been added on AirSewa. This inclusion allows passengers to register complaints directly related to international flight operations to DGCA, ensuring better categorization, faster routing and focused resolution.
VA Exemption:
The server environment (2016–17) on which it is hosted has become technologically obsolete. Due to outdated libraries and incompatibility with updated server/VM configurations, the application is unable to run on a modern environment. This was discussed in a meeting held on 18.11.2025 chaired by DDG (MoCA) and attended by representatives from NIC, AAI. It was conveyed that the application was developed on an outdated technology stack, resulting in code breakage whenever new patches are applied.
The vendor M/s Unisys India Pvt. Ltd. has indicated that upgrading the server or updating the libraries would amount to complete redevelopment of the system, which is not feasible for the vendor, under the existing contract that is valid until October 2026.
Thus, VA exemption certificate was agreed to be provided on monthly basis to keep the AirSewa environment running until a new AirSewa system is developed.
Execution/ Handing Over of AirSewa project:
MoCA vide letter no.- AV-22031/114/2024-SDIT-MOCA informed AAI that the redevelopment of AirSewa portal is already included in the RFP of CACR project being undertaken by MoCA, therefore, AAI was requested not to initiate any separate tendering process for AirSewa beyond 31.10.2026. The AirSewa related requirements will be met through CACR project.
