Contact Air India UK (London) office



Great West House, 1st Floor
Great West Road
Brentford, London – TW8 9DF
[email protected]


Marketing Manager – (UK/Ireland)-
Mr. S. Tomar – 020 8745 1003
Reservation – 020 8560 9996 (Call center)
FFP/Groups – 020 8745 1062
Marketing – 020 8745 1063
Sales – 020 8745 1029/1007
Limo Svcs – 020 8745 1035
Ticket Office – 020 8745 1005/ 1020/1053
Customer Relations –
(for Post flight Complaints) – 020 8745 1069/1021




Room No 280,
Heathrow Terminal 3,
Hounslow, Middlesex TW6 1NL
[email protected]


Customer Relations for Flights – For Day of Departure-
Available between 0600-2200 hrs
0208 7451111/1110
24 hours call centre
0208 560 9996

About Air India / Indian Airlines

Based in Mumbai, Indian Airlines is a state owned major airline that is managed by the Ministry of Civil Aviation. In the year 2005, Indian Airlines was rebranded as Indian. The airline operates closely with Air India. The airline started its operation on 1 August 1953. For more details on Indian Airlines visit the link here Contact Indian Airlines. For booking tickets online visit the website at

This article has 25 comments

  1. Kattuputhur Shaukatali Mohammed Ali Reply

    I am an UK Passport holder and citizen : unfortunately booked AI for travel from Chennai to London via Delhi on 17th Sep 2017

    I had travel itinerary all over MiddleEast and UK and all the e-tickets I had for all sectors had clear indication of Baggage allowance details : having a busy schedule , I didnt realize that 2PC allowance has a limitation of 23 kg per piece.
    While checking in the AI staff told me excess baggage of 100 USD has to be paid as I had ONLY one piece of baggage.
    The ground staff were not co-operative and asked me to unpack and buy another bag to offload excess weightage.I had very short time to board and did have the time or means to buy another suitcase : hence i was forced to pay RS 6750 which is too much for me.
    The Ground office staff were just ordering me to pay although i told them I was not aware of this 2 PC
    They argued that i should know this or called them before hand.
    All other sectors mentioned clearly in the e- ticket about weight allowance like 40 kG and 30 KG in some other airlines .

    This totally stressed my departure experience to the UK and the hardship I faced at Chennai check in and AI office was horrendous and i spoiled my trip due to the depression I had.

    AI sent me many SMS reminders to my mobile regarding teh flight departure times and confirmation but none of them mentioned about the 2 PC concept and the allowable weightage per bag.

    I want a full compensation for the excess baggage amount paid RS 6750 ( 100 USD) as this AI experience has destroyed my travel and subsequent journey activity plans

    Ref AI 143 / AI 161 flight route i was travelling from Chennai to London via Delhi on the 17th Sep 2017 departing at 21.10 hours and arriving London Heathrow on the 18th Sep 2017 at 7.30 Hrs.

  2. Pradeep sobti Reply

    Dear Sirs

    My family and I reside in London, UK and are regular travellers to India and rest of the world. We take minimum of 2 trips at the least in the year if not more together as a family and solely many more.

    My wife, along with my sister-in-law and our 5 children – which included 3 infants and 2 children aged 5 and 12 were due to travel on Sunday 6th November 2016 with Air India Flight AI 161 from Delhi to London – returning back after two weeks in India. The experience that they had to suffer at the hands of Air India and I suppose somewhere to some extent even Lycafly was probably the the most disastrous that we as a family have experienced.

    My family was at the IGI Airport at 22:45 for a scheduled flight for 03:00 am (the flight was delayed from 02:15 as we had already established before we left home.) – 4 hours before the scheduled departure time. This was done as we had a young family and ladies and children that were due to travel and we wanted to ensure that they have a smooth check-in and can relax air side and settle the children especially the infants. However, as they got to the check-in desk they were advised that their tickets are not confirmed and that they will have to wait on stand by till 01:30 as we had purchased “free staff tickets” – this was shocking, embarassing to say the least. My wife was shocked and she called me to inform me of the same. I immediately called my travel agent Aneesh Vij and told him the whole incident. While I was dealing with Aneesh – my wife and sister-in-law were being moved from one desk to another – running from pillar to post – to get an explanation as to what the issue was – as by no means we were non-paying customers and we had paid Lycafly the FULL AMOUNT to the tune of £3500.00 towards our tickets.

    Now, Sir, I would like you to imagine – 5 children – 3 of them less than 2 years old and 2 of them just 7 months old – 2 ladies running from desk to desk with the most rude, arrogant and unhelpful behaviour you can imagine from Air India staff being meted out to them – where does that leave them???? Air India staff refused to speak to our travel agent – right from their manager to the check in desk staff – my family – wife, sister-in-law and children were embarrassed beyond belief when they were being shouted at by things like “We can’t let non-paying travellers travel instead of paying ones – we have to give preference to full paying customers” Air India staff was saying that we will be off loaded and maybe maybe if they have seats they will accommodate us in the afternoon flight and even if that did not work we will have to come back on Monday 7th November to try again – what kind of explanation is this? The whole purpose of taking this was flight was , as you are aware, that schools were due to open after the half term in the UK on 7th November and both my girls would have reached LHR at 06:30 am and had Sunday 6th November to relax and go to school on Monday. And here we are being treated as free loaders and told to wait till the airlines has seats for us. SHOCKING BEYOND BELIEF!!!!!!!!

    Finally, we really don’t know what good sense prevailed on the team of Air India but at 00:37 they decided to check in my family and issue boarding passes – we wish the nightmare had ended at that. We had seats blocked for us as Aneesh always assists us in the same – however, when my wife got in the plane – she was shocked to see that they were given seats that did not have the bassinet – how the hell is she meant to look after twins 7 months old children without bassinet over an 8 hour flight!!!!!!!???????? My 12 year old daughter was given seat separate to the family as well. I can go on and on forever on the experience – but I am sure you get the gist of the experience of this check-in with Air India.

    Here I would like to also point out the immense support that Aneesh Vij had given us – I have been leasing with Aneesh for at least 10 years now – while he used to work in Southall Travels and when he left from there ever since – for me Aneesh is my travel agent and in the many years that I have worked and liased with him this was the first time that I had such a major issue – and even then he was at the end of a phone call trying to assist and sort this mess out. I don’t think my family would have been able to take the flight that day had it not been for Aneesh’s intervention and guidance. For me my association with Aneesh has made me believe in him more and have faith in him. He was equally tensed at this situation and did whatever he could in his capacity and i am thankful to him for that.

    Now – I would like you to please explain to me what exactly happened for me and my family to go through this harrowing experience when we were full paying customers with confirmed flights and seats booked on Air India. What did the check in desk see on their system to warrant us as “non-paying free customers” and given the right to be shouted at in front of other passengers.

    I am expecting a reply from yourself with a full explanation and also a gesture of compensation for all the trouble, harrsasment, embarrassment and inconvenience we were put through.

    Looking forward to hearing from you.

    Pradeep Sobti

    Sent from my iPhone

  3. Betty Cannon Reply

    Return flight from delhi to birmingham england on 17th September… systems on both our seats were broken ..buttons missing from remote and filthy…so 9.5 hours bored to death…three seats in front of us also broken….when we complained we were offered 2 seats in diffrent areas of plane….including one next to screaming baby….we declined….we prebooked our seats together…5 tvs broken in one section….it was obvious that all 5 were broken for more than this flight…as missing buttons etc..

  4. Dr. Bivas Biswas Reply

    Ticket numbers 098-9162958393 till 8396.
    Onward journey Birmingham to Kolkata via Delhi 27/7/16.
    Return journey Kolkata to Birmingham via Delhi 22/8/16.

    1] Seat booking done on all 4 flights prior to onward journey- not honoured on return flight, Delhi to Birmingham as arbitrarily changed by system at web check in- no one at the check in counter were helpful, in fact the approach of the reception clerk and his ‘boss’ is best described as deplorable.

    2] 2 check in luggage pieces from Birmingham on 27/7/16, each about 30 kgs- no problems as 4 of us were traveling- 3 check in luggage pieces from Kolkata on 22/8/16, 30 kgs, 29 kgs and 14 kgs- not allowed- told each item should be less than 23 kgs- asked whether this rule had changed since our onward journey- informed, that this is the rule in ‘Kolkata’- had to throw away some items at the airport.

    We try to avoid Air India like the ‘plague’ due to a previous experience in 2011 and also going by reports from friends. The travel plan by your airline this time unfortunately, was due to a last minute health emergency.

    I can promise myself one thing after this trip- emergency or no emergency, holiday or otherwise- I and my family will never never again travel by Air India.

    It is India’s national airline and the above comment by an Indian national should make the management shroud themselves in shame. I absolutely am certain that this complaint of mine will have zero effect and I will not get any response.

    Dr. Bivas Biswas

  5. Betty Reply

    I have booked tickets fo Dheli and have spent the whole afternoon trying to bookextraleg room seats it has proved an impossible task . 6 phone calls and I have got nowhere I am really regretting booking these seats with Air India

  6. Barry John Lagdon Reply

    On 29th January this year I booked my flight with you and our flight was cancelled due to computer problems. I was told by one of your reps that I can claim for the 24 hour delay. I was flying to Mumbai on route to Goa flight No. Air India A1 130

  7. Arjun Reply

    I travelled on 6th April from Delhi London AI161.Firstly at the check in desk there was so much disorganisation and confusion which is unbelievable and I told the lady who checked us in that one expects better as being Indian we would like feel proud of our country. It is high time that employee of the airport should be taken to task for putting a poor image. Further on arrival at London all the passengers had to wait a long time before the luggage started arriving and further to discover that one of the suit case was damaged. I don’t know how to claim the damages.

  8. John Gregory Reply

    I recently flew with Air India to Bangkok and for the price it was not a bad company to fly with. However at the stopover in Delhi the flight was delayed due to over selling of seats. I was delayed by an hour which meant i missed my connecting flight from Bangkok to Phucket which then cost me additional money for another flight.
    On my return Journey from Bangkok to Birmingham there was stop over in Delhi and yet again the flight was delayed in Delhi to Bangkok by 3 and a quarter hours. There was no info why or any explanation or even any ground staff members to get info from.
    However I can say that the cabin crew were always helpful but they really do need to SMILE.

  9. SE Reply

    Recently flew with Air India from London to Kathmandu, via Delhi. The flight itself was smooth enough, however…

    My checked bag made it to Delhi. And was put on a return flight to London. When I arrived in Kathmandu, and my bag didn’t, I asked the Air India representative what had happened. He told me it was delayed, and I should come back that evening. And when I went back, he told me to come back tomorrow afternoon.

    When I went back the second time, he told me it had been sent back to London by mistake. Asked if there was anything Air India could do about this, he replied ‘it’s not our issue if it’s not on our plane anymore’.

    And so, without sufficient kit, I had to fork out for more clothes in Nepal, and in the end cut my trip short. I returned to London after buying another ticket, and attempted to contact Air India for a refund of my original flight home, if not for compensation for losing my bag and having to cut my trip short.

    Of course, no one in the London office answered, so I emailed the Air India e-commerce customer support address given on their website. I received a reply stating they couldn’t help me as they couldn’t find my e-ticket number or reference on their system, as they could only deal with bookings made through the Air India website.

    Since I had booked my flight through the Air India website, I recalled my flight details using my booking reference (to clarify, you read that correctly. They told me they couldn’t help me because they only dealt with flights booked through their website. I HAD booked through their website, so I did their job for them) and emailed them back with the details they needed.

    They replied again, stating that they could only deal with issues with flights booked through the Air India website. I rather suspect they can’t be bothered to look.

    I can only hope the standards of engineering at Air India are higher than that of their customer service, otherwise it’s only a matter of time before something serious goes wrong. I certainly wouldn’t grant them a licence to operate, and will not be flying with them again.

  10. David Jennings Reply

    I have made the mistake of booking flights for my wife and myself with Air India, one that will never be repeated. They changed my booked flights to one with 20 minutes to change terminals at Mumbai, they do not answer the phone for reservations, when I called the booking number in desperation I was told that the transfer time was a ‘challenge’ and asked why I had booked these flights! I have spent the last 5 days trying to get through to change the flight and issue tickets. I will never use them again, I would rather pay twice as much with another airline. DO NOT BOOK WITH AIR INDIA!!!!!

  11. mark Reply

    I’m not one to usually take to the web to complain, but Air India have driven me to distraction.
    I travelled to Sri Lanka through Delhi on an executive ticket, the purpose of my trip a cycling holiday. The AI website is not the best in terms of providing useful information so I phoned the Birmingham Airport AI tickt office who confirmed that my bike would be part of my checked baggage allowance – great I thought! Until i turned up at the airport to travel and all of a sudden an extra £150 was required for me to take my bike. Cut a long story short, I paid on the understanding that I could claim a refund when I returned. Now repeatedly not getting any response to my emails and was actually told it was my fault for paying the fee.
    Return flights were a disaster, delayed out of Colombo which meant connection to Birmingham was missed and despite other airline options that would have got me home on time from Colombo, AI would not transfer me. Eventually agreed to return to Heathrow on an earlier flight from Delhi on the basis that they would taxi me back to BHX, arrived in LHR and no one had a clue about my taxi – but they sorted it eventually.
    Biggest eye opener was when I suggested to one AI employee that it seemed there was a policy of telling customers one thing to get rid of them and it becoming someone elses problem, he could only agree that this was almost ‘the policy’ at Heathrow – unbeleiveable, but so true.
    I will never fly with them again regardless of how convenient the schedule is, which is a shame because on-board service was great and the Dreamliner Executive seats awesome. Shame about ground staff customer service.

  12. Guest Reply

    Air India is the worst most ridiculous Airline in the world. The flights stink, the staff are rude and unhelpful and untrained. I called the UK customer service and it was a nightmare, none of the staff know what they are doing, for any query they have to call back. I called 5 times each giving a different story and the first caller had even cancelled my flight! I had a medical emergency to travel for and they had cancelled my ticket, and not helped at all to re-instate it. Online it kept showing as cancelled and speaking to 4 different people, they had said they had adjusted it yet I have to call another office that never picked up the phone to issue a ticket. I was told lie after lie and different stories but in the end no result. Indians are corrupt, shameful and they all have downright selfish values. You can train monkeys better.

  13. Matt Reply

    What a disgrace. I am British but travel to India regualrly. This service puts India to shame. Its a pity that a country with so much potential should have an airline with such poor customer services. I have been trying to buy extra air miles and have been told I need to ‘walk’ in person to the office in Brentford. They never answer the phones and I have given up. Appalling service all round

  14. Ankit Reply

    Yesterday i booked my return ticket from the air india website. I clearly remember i selected wednesday 9th september as my travel date… But upon booking my ticket showed the booking for 8th instead. It is impossible for me to leave as i have my submissions in that date. I had a online chat with one of your representatives, where i was given customer care number which did not work. Its very inportant that you change my ticket without applying any charges and put me on the flight departing on 9th from LHR at 12:30pm.

  15. p singh Reply

    Air India is the worst airline I have travelled on. I took a flight from Birmingham Airport and the staff their need to learn to people skills they are the rudest and arrogant people, who do they think they are, they only checking in staff, any one can do their job. They don’t listen to passengers- they need to remember that the passengers are paying for the ticket not air India. They have no people skill’s and certainly not any manners at all. My seat was pre booked in advanced and confirmed which as clearly stated on the e-ticket and yet I was given another seat further down the plane and the excuse I got from Air India was that its booked, yes I know its booked by me, I then found out that they deliberately moved my seat and given it to a relative of the staff working in Birmingham airport , you might as well as bang your head against the wall then get any sense out of Air India. Air India is a disgrace to its county and not to mention the staff at Birmingham Airport they just worse.

  16. Nilambuj Reply

    I got my ticket changed and was put on hold for each query foe two minutes. In the end it was done and was told that I will have to go to the local office to pay the penalty for the change by 1328(IST) on or before 10 October 14.
    It is ridiculous that in this age where everything is on line why cannot I Make the payment online and avoid the hassle of travelling and spending time,money and effort to go to the London local office and make the payment over the counter.
    Please confirm.

  17. S G Mani Reply

    I am an Indian. The only reason for travelling with Air India is to support our Airlines. My suspicions as below.
    1.I think each and every staff in Air India is working their level best to annoy their customers, so that they would prefer other airlines.
    2.Most of the airline customer service staff been appointed on the basis of bribe they have given to the ministers, that’s why they are so idiotic and useless.
    3. If Mr. Modi really need to do something, Please privatize this Airline and give management to a private company.

    I have been trying to upgrade my ticket for more than 10 days, Air India London office never picks up the phone or its engaged, I do not know how come a phone could be engaged for 10 days. Customer service told upgrade would be done by London office and London office told it would be done by customer service. So, after trying for 10 days, I have given up.

    I have supported Air India to my level best, but not anymore.

  18. Dr Das Reply

    I am an Indian presently in the UK. I have traveled in more than a dozen airlines but have never seen a pathetic customer care service ever. Kept me on the phone for 49 minutes to change a ticket date without any results at the end. Such a poor quality that puts us to shame.

  19. Mohan Reply

    The customer representatives at Air India are the most rude and unhelpful in the world. They need to learn how to talk to a customer who pay money for their ‘service’. Their attitude stinks. I will never, ever travel with them.

  20. B. Shah Reply

    We bought Air India tickets after 35 years travel from London to Ahmedabad but due to services and check in officials manner etc. decided in future not to travel by Air India. We go to India every year but 2/2014 travelled Air India and had very bed experience. From London to Ahmedabad and from Ahmedabad to London, Air craft have many seats empty. Air India loose lots of Revenue due to bed reputation. Who is responsible for that. Air India do not wants more business, why gets more complaints all the time, any one takes action to improve services. If Air India top officials will not take complaints on board, will loose out more businesses or may go out of business ?

  21. R Mathew Reply

    I paid a lot of money to book business class ticket on this flight as I was sick and wanted to travel comfortably for the 8 hour journey. I was discharged from the hospital just 2 days before and it was very important for me to have a comfortable travel. But in my seat, auto reclining was not working. The steward has noted this in his log book as the technical team tried to fix this before take off but with no success. They said its Air India’s mistake as the seat should not have been allocated.

  22. S.A Reply

    Worst airline I have ever come across.

    They changed my flight timings from Amritsar to Heathrow without any notice, yes after I had already booked and paid. This meant that my waiting time after flying from Amritsar to Delhi will be 8 hours previously this was hugely less! And this is from around 10pm to the next day around 6am. What am I supposed to do in that time alone? Air India do not care. They have complete lack of respect for customers, and I’m not just talking about the staff in the India call centre, I’m talking about the London staff too. Arrogant, rude, unhelpful and just down right shocking.

    I have asked that my connecting flight from Amritsar to Delhi is cancelled so that I can stay with friends in Delhi and get the flight at 6am without having to sleep on airport floors- but no! Air India won’t allow this either. They want to screw you over and ensure that you bear the entire pain of their own mistakes. Wow feels sad that I have had to complain. I am such a positive person and have never complained about anything before in my life so let that be an indication to you of how bad this company really is. Never book with them, pay the extra for the comfort, safety and reassurance of any airline which would be better than this.

    If your flight times haven’t been changed by Air india last minute then you will probably be ok but after this experience I will never go near this airline or recommend it again!

    Good luck!

  23. Amit Reply

    Why no one picks call at Air India ? Why airlines services are so pathetic ?

  24. V Gadher Reply

    I rang air India office as I wanted to take a tv. I was told as its a tv item , they would allow a box size which is less than 62 inches. We told the weight was 35kg. They said as long as size is below 60inches , it will go. Our box size was 52 inches. However at the airport we were refused saying that we wont allow if weight is more than 32kg. all i wsnt to ask air india customer reps, why do tou give wrong information to customers . due to this wrong information, i was unable to take my bag. And tv box did not go.
    Customer service of AI is most rubbish, they are first contact to customers, and they should feed back correct information so that this kind of situation doesn’t happen. My flight journey ended up being miserable.
    Please may all customers read this and not make this mistake as customer service of AI is not reliable and they don’t know the meaning if customer services department???

  25. A Woodley Reply

    I bought an executive class ticket to India flight number AI130/AI131 travelling out Jan9th and returning March 9/10th. I was twice refused entry to the executive lounge because I was not given the appropriate tickets even though my flight ticket was clearly labelled as executive. As my flight was delayed by 5 hours on my return journey I was more than a little angry. After making a fuss I was eventually let in the lounge only to be ignored and not even offered a glass of water. I will never fly with this airline again. A Woodley

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