Terms and Conditions

In addition to the terms defined in text of these Conditions of Carriage, unless repugnant to the meaning or context thereof, the following words and terms shall have the meanings set out below

• “Adult” means a person who has attained the age of at least twelve years and one day.
• “ADF” means the applicable Airport Development Fee collected by TSAL per Customer per Sector on behalf of the airport operator(s).
• “Airport Ticketing Office” or “ATO” means TSAL ticketing office situated at the airport.
• “Baggage” means the Customer’s bags, luggage and suitcases containing his/her belongings and carried along by him/her in connection with the Travel. Unless otherwise specified, it consists of both Check-in Baggage and Hand Baggage.
• “Baggage Check” -means the tag/receipt issued by TSAL to a Customer for carriage of the Customer’s Check-in Baggage and is affixed to the boarding pass.
• “Baggage Identification Tag” -means a document issued solely for identification of Check-in Baggage and is attached to each such Check-in Baggage.
• “BCAS” -means Bureau of Civil Aviation Security, Government of India.
• “Booking” -means an act of creating an itinerary with Customer details such as name, contact information, etc., through TSAL’s reservation channels.
• “Check-in Baggage” -means such Baggage which is carried by TSAL for the Customer, and for which TSAL has issued a Baggage Check to the Customer upon check-in. Check-in Baggage cannot be carried as a Hand Baggage by the Customer.
• “Conditions of Carriage” or “Terms and Conditions” –mean these conditions that forms the contract of carriage between TSAL and the Customer, which are available on the Website and are incorporated by reference in the Ticket. The Terms and Conditions are subject to changes as may be made by TSAL from time to time.
• "Customer(s)" or "you" means any person, except members of the operating crew, carried or to be carried in an aircraft by TSAL pursuant to a Booking.
• “Customer Service Centre” -means TSAL's 24*7 customer service centre which can be reached at +91 9289228888.
• “CUTE Fee” -shall mean the fee charged by TSAL for the usage of Common User Terminal Equipment services.
• “DGCA” -means Directorate General of Civil Aviation, Government of India.
• “E-Ticket” or "Ticket" -means an electronic document, containing the Customer name, flight details, Booking reference / PNR, unique ticket number and the payment made for Travel.
• “Fare” means the value of a Ticket comprising of basic fare, airline-imposed fee and TFC.
• “Fare Rules” means the terms and conditions attached to the Fare.
• “Fit to Fly”  means the certificate required to be obtained by certain travellers from a registered medical practitioner as indicated in these Terms and Conditions.
• “Flight” means flights operated by TSAL.
• “Hand Baggage” -means the Customer’s Baggage other than Check-in Baggage, which the Customer is permitted to carry with him/her in the flight in accordance with the Terms and Conditions and applicable laws, rules and regulations.
• “Infant(s)” -means children below 2 years of age as on the date of Travel.
• “PNR” -means a Customer’s name record, which is a unique Booking reference number which identifies the Customer’s Booking in TSAL’s database for a sector or combination of sectors.
• “PSF” -means the applicable Passenger Service Fee collected by TSAL per Customer per Sector on behalf of the airport operator(s).
• “Sector” -means each consecutive flight segments having the same flight number.
• “Tariff” -means the fares, charges or other fees payable to TSAL for its services.
• "TFC” -means taxes, fees and charges as defined in Section 4.2.
• “Trade Partner” -means a travel agency/travel portal that makes Bookings, issues Tickets and provides other ancillary services for TSAL flights.
• “Travel” -means travel on any Vistara flight.
• “UDF” -means the User Development Fee as imposed by the relevant airport authority at certain airports in India and as applicable at the time of issuance of Ticket.
• “Vistara” -means the brand name under which flights are operated by TSAL.
• “Vistara Mobile App” -means Vistara mobile application available on Play Store and Apple Store for the Android and iOS users, respectively.
• "We" / "our" / "ourselves" / "us" / "TSAL" -means TATA SIA Airlines Limited.
• “Website” -means the website of TSAL, that is, www.airvistara.com, on which the Customers can purchase Tickets and also access information about TSAL and Conditions of Carriage.

In these Terms and Conditions:

• The descriptive headings of Sections are inserted solely for convenience of reference and are not intended as complete or accurate descriptions of content thereof and shall not be used for interpretation of these Terms and Conditions.
• The use of words in the singular or plural, or with a particular gender, shall not limit the scope or exclude the application of any provision of these Terms and Conditions to any person or persons or circumstances except as the context otherwise permits.
• The terms “hereof”, “herein”, “hereto”, “hereunder” or similar expressions used in these Terms and Conditions mean and refer to these Terms and Conditions and not to any particular Section. The term “Section” means section of these Terms and Conditions.
• Any reference to any statute or statutory provision shall include:
  • All subordinate legislation made from time to time under that provision (whether or not amended, modified, re-enacted or consolidated), and
  • Such provision as from time to time amended, modified, re-enacted or consolidated to the extent such amendment, modification, re-enactment or consolidation applies or capable of applying to any transactions entered into under these Terms and Conditions.

Customers can carry the following free Check-in Baggage based on the respective fare category (per Customer):

Note:

• *The maximum weight permissible in a single piece of baggage is 32 kg in all cabin classes.
• Customers traveling with an infant will be allowed an extra baggage allowance of 7kg when booking directly with us. The same can be carried as hand baggage or check-in baggage or divided among the two, as per the convenience of the customer.
• Additional 5 kg check-in baggage is applicable for active and retired Armed Forces and active J&K Police personnel subject to the fare category booked. This is also applicable for up to three family members travelling with him/her on the same PNR.
• CV Silver, Gold and Platinum members get 5, 10 and 15 kg extra respectively, over and above the mentioned weight limit.
• CV Silver, Gold and Platinum members to get 1 additional piece baggage allowance when flying Economy Lite.
• Customers can carry maximum 5 litres of alcoholic beverages in Check-in Baggage. The liquor should be properly sealed and packed. Notwithstanding the aforesaid, if the Customer is travelling to a destination/ Sector where the possession of alcohol is permitted only with a license, then the Customer shall only be permitted to carry the alcoholic beverages upon producing the relevant license, to the satisfaction of TSAL.
• Carriage of e-cigarettes or any other vaping device is not permitted in Check-in Baggage.
• TSAL has the following rules for carriage of LCD / LED TVs:
  • Maximum 2 LCD / LED TVs can be carried by one Customer in Check-in Baggage.
  • Standard excess Baggage charges will apply in addition to above if the total weight exceeds the free Baggage allowance.
  • Maximum size of LED / LCD TV accepted for carriage is 55 inches. For LED/LCD TV up to 39 inches, no charge shall be levied provided the same is within the overall Baggage limit; however, for each LCD/LED TV between 39 inches and 55 inches, an additional Baggage handling charge of INR 2000/- (inclusive of all taxes) will be collected from the Customer at the time of check-in.
• Check-in Baggage will, whenever possible, be carried on the same aircraft as the Customer, unless TSAL decides for safety, security or operational reasons, to carry it on an alternative flight. If the Check-in Baggage is carried on a subsequent flight, TSAL will deliver it to the Customer, unless applicable law requires the Customer to be present for any government clearance such as customs clearance.

International Baggage Allowance:

Free Baggage Allowance will be offered to customers making domestic to international or international to domestic connections between Vistara and an interline/codeshare partner/other airline:

If connection to/from international flight on one single document/ticket:
For customers travelling only with Vistara from domestic origin to international destination or vice versa on a single document (that is, a single ticket mentions the origin point and the final destination including any transit points), will be offered the same baggage allowance end-to-end as mentioned on their International ticket, regardless of whether it is on weight or as per piece concept as long as all the connections are within 48 hrs.

If any connection is beyond 48 hrs, then the baggage allowance for the corresponding sector will apply as shown on the document, irrespective of the rest of the itinerary.

Passengers travelling on Vistara, to and from international destinations with our interline/codeshare partners on a single document (that is, a single ticket mentions the origin point and the final destination including any transit points), will be offered the same baggage allowance end-to-end as mentioned on their International ticket, regardless of whether it is on weight or as per piece concept as long as all the connections are within 24 hrs. Post 24 hrs the baggage allowance for the corresponding sector will apply as shown on the document, irrespective of the rest of the itinerary.

If connection to/from international flight on two separate document/tickets within 24 hours of the Vistara flight:
If travelling in Economy Class, Vistara will honour the higher baggage allowance between the allowance mentioned on the international ticket and the allowance mentioned on the domestic ticket, up to a maximum of 23kg. If the domestic leg is booked on Economy Lite fare, then baggage allowance for Economy Lite will be applicable.

If travelling in Premium Economy, Vistara will honour the higher baggage allowance between the allowance mentioned on the international ticket and the allowance mentioned on the domestic ticket, up to a maximum of 2 pieces of 23kg each.

If travelling in Business Class, Vistara will honour the higher baggage allowance between the allowance mentioned on the international ticket and the allowance mentioned on the domestic ticket, up to a maximum of 2 pieces of 32kg each. Please note that the weight of a single bag cannot exceed 32kg.

Passengers will be required to present a copy of their international ticket and boarding pass for verification at the time of check-in for their Vistara flight.

If connection to/from international flight on separate document/ticket is more than 24 hours from the Vistara flight:
The baggage allowance shown on the Vistara ticket will apply.

Any weight(s) in excess of the aforementioned allowances shall be charged as excess baggage. Vistara will charge the customer for the excess baggage at the time of check-in and bag(s) will be check-in for the Vistara segment only.

Excess baggage will be chargeable as:

• INR 500 per kg across all fare categories for travel within India. The excess baggage charges will differ for travel outside India. Please click here.
• For travel within India, extra bags/pieces will be chargeable at INR 8,050 per bag/piece across all classes (maximum 23kg in Economy Class and Premium Economy and up to 32kg in Business Class).

Note:

• Vistara will not accept any single piece of baggage weighing more than 32kg.
• For infant customers – Check-in baggage allowance is as per their international ticket (depending on the type of document/ticket).
• These charges are applicable on Vistara sectors only.

Excess Baggage

Effective 2nd August 2018, we have revised the free baggage allowance under each fare category under Vistara Freedom Fares. Additionally, we have introduced a piece concept for baggage for Economy Lite passengers only. Under this policy, Economy Lite passengers can carry only ONE piece of baggage, with a maximum weight of 15 kg.

There are two ways you can purchase excess baggage:

1. At the airport - If only additional weight is being carried: you will be charged Rs.500 per kg, irrespective of the fare you selected.
   For Economy Lite passengers also carrying additional pieces, you will be charged Rs.500 (handling charges) per piece at the airport.
2. You can also pre-purchase excess baggage online (only additional weight over and above your allowance) at concessional rates up to 6 hours before departure.

Please note that for Economy Lite passengers, there will be an additional baggage handling charge of Rs.500 per piece applicable at the airport in case the customer carries more than one piece.

Weight for check-in baggage in a single piece cannot exceed 32 kg. The maximum weight that can be checked in per passenger cannot exceed 96 kg in total.

For more information regarding pre-purchasing excess baggage online click here 

Oversized Baggage

TSAL will charge a flat fee of INR 2000/- (per Check-in Baggage, inclusive of all taxes), if exceeding the permitted dimensions of 158 cms.

Please note that the policy might be different for a variety of carriers. If you are connecting to any of our interline and codeshare partners, kindly contact them directly as they may have different processes.

Customers can carry the following Hand baggage:

• 7 kg in Economy
• 10 kg in Premium Economy
• 12 kg in Business

Hand Baggage is accepted in the cabin subject to the availability of space in the overhead bin or under the Customer’s seat. In the event where a Hand Baggage is over-sized or over-weight, TSAL may require transfer of Hand Baggage to the Hand Baggage compartment of the aircraft prior to take-off. In such cases, a Customer’s Hand Baggage will be specially tagged and returned upon arrival, and the same can be collected from the conveyor belts where Check-in Baggage is normally received. In an event where the Hand Baggage is transferred to the Baggage compartment due to increased weight over and above what is permissible for Hand Baggage, the Customer shall be liable to make payment of such excess Baggage to TSAL at the then applicable rate per kilo gram for the excess Baggage.

• In addition to the Hand Baggage, the following items are permitted to be carried on board:
  • A ladies’ purse/hand bag
  • A camera or binoculars
  • A rug or a blanket
  • An overcoat or wrap
  • Reasonable amount of reading material for the flight
  • Infant's feed for consumption during the flight and Infant's carrying basket, feeding bottle, if an Infant is carried
  • A fully collapsible wheelchair or pair of crutches or braces for Customer’s use (only 1 per flight)
  • A walking stick
  • An umbrella (Folding type)
  • Medicines required during flight like Asthma inhaler etc.
  • A laptop computer, mobile and tablet (except Samsung Note 7)
• Hand Baggage should not exceed the sum of the 3 dimensions (length + breadth + height) in excess of 45 inches or 115 cm.
• Complimentary Carry-On Plus service allows all CV Gold and Platinum members to carry a total of 12 kg as Hand Baggage, irrespective of the cabin/fare booked.
• As per notice issued by BCAS, Customers will not be allowed to carry in their Hand Baggage or on person- liquids, gels, or aerosols, which include beverages, shampoos, sun tan lotions, creams, tooth paste, hair gels, hair sprays, liquid cosmetics or any other items of similar consistency, exceeding 100 ml, except medicines, inhalers accompanied by prescriptions. These items should be carried in one clear transparent re-sealable, one-litre size plastic bag and will be subjected to the prescribed screening and security checks. For detailed list of restricted items and dangerous goods, please refer to Annexure – I Restricted Items section and Annexure – II Dangerous Goods section
• Carriage of e-cigarettes or any other vaping device in not permitted in Hand Baggage.
• Carriage of ‘Kirpan’ by Sikh Customers is permitted. A 'Kirpan' with a total maximum length of 9 inches (22.86 cms.), but a blade not exceeding 06 (six) inches (15.24 cms.), is permitted for carriage by a Sikh Customer on his person, within India or on an Indian Registered aircraft on domestic routes of fully Domestic Flights within India, subject to the requirement of a Public Order (BCAS Circular 14/2005). It is clarified that except such ‘Kirpan’, no sharp edged items (including three spear/trishul, etc.) is allowed to be carried in Hand Baggage)

• Arms and/ or ammunition are not allowed on person or in Hand Baggage as per security regulations. Besides actual weapons, certain items that may be misused as weapons or resemble weapons are also prohibited from being carried in the passenger cabin. Bringing a prohibited item to the passenger and cabin baggage screening point without authorization is a criminal offence and may result in charges and prosecution. At the security check point if any such item is detected on person or in Hand Baggage, legal action shall be initiated against such Customers as per the prevailing rules and regulations in India. The firearm/ ammunition may be seized for investigation and if necessary used as evidence during prosecution.
• As per Government of India regulations, a bonafide passenger can carry one licensed revolver or pistol or shotgun and fifty cartridges in Check-in Baggage after declaring them at check-in and meeting all safety and security requirements.
• Process for carrying authorized or licensed firearm and/ or ammunition in the Checked-in Baggage:
  • Carriage of firearm and/ or ammunition must be declared orally or in writing either at the time of check – in or before security screening of the Check-in Baggage if it is done prior to the check – in. Failure to declare may lead to criminal prosecution as per prevailing law.
  • Valid firearms license or authorization for carriage of firearm and/ or ammunition is mandatory.
  • Firearm must be unloaded and packed separately from the ammunition. Ammunition should not be carried in loose form and it should be in the proper package. There are restrictions on the quantity of ammunition that can be carried (not exceeding 50 rounds).
  • If you are a sportsman travelling to participate in some shooting event and thereby carrying more than one licensed firearm and/or ammunition more than 50 rounds, you must carry evidence to establish your identity and bonafide of such carriage of arms and ammunition. The evidence can be a photo I.D. issued by a Government agency or the sponsoring Sports Club, and a written document from the President or Secretary of the Sports Club sponsoring you for the shooting event. Apart from these documents, authorization for carriage of firearms and/ or ammunition by the sports persons in an aircraft shall be obtained from DGCA in accordance with provisions of the Aircraft (Carriage of Dangerous Goods) Rules, 2003, as amended from time to time. All these documents will be verified by the security personnel.
• Note: 
  On domestic sectors, a handling charge of INR 5,000 (plus applicable GST) per firearm and/or ammunition (up to 50 rounds, subject to Customer’s arms and ammunition license) per Customer will be levied by TSAL towards additional services provided during handling and carriage of fire arms, air gun(s) or ammunition in their Check-in Baggage.
  The following personnel are exempted and will not be charged the aforementioned fee provided they fulfil the conditions as specified:
  • Serving personnel from Indian defence forces, para military forces and police if travelling on duty and carrying an official movement order issued by their concerned department authorizing the carriage of weapon and or ammunition for official purpose.
  • Sportsmen traveling for a competition or representing the country, will be exempted from paying the charge levied for firearms, air gun(s) and or ammunition provided they fulfil the following conditions:
    • Provide a government recognised identification document for the sportsman. Evidence of identity can be established by a photo identity document issued by a government agency or the sponsoring club.
    • Valid license or authorization of fire arms and ammunition.
    • Bonafide for carriage of arms and ammunition on the basis of a written document issued by the President or Secretary of the sports club sponsoring him or her for the shooting event.

Please note that the policy might be different for a variety of carriers. If you are connecting to any of our interline and codeshare partners, kindly contact them directly as they may have different processes.

For detailed list of restricted items and dangerous goods, please refer to Annexure – I Restricted Items section and Annexure – II Dangerous Goods section

• Customers are strongly advised not to check-in such items as Check-in Baggage which by their very nature is valuable and/or fragile. Such items include, without limitation, money, jewellery, silverware, glassware, electronic devices, medicines, perishable goods, computers and other electronic equipment, computer software, photographic / video and/or other optical equipment, cameras, negotiable papers, securities, bonds, business and personal documents, samples, passports and other identification documents, title deeds, paintings, artefacts, manuscripts other work of art, antiques, research, unique or irreplaceable items, scholarship items / documents, irreplaceable books or publications or similar valuable items. Such items are not covered under any loss or damage policy of TSAL. In the event the same is carried by the Customer, it will be at the sole risk of the Customer and TSAL shall not be liable for any loss/damage thereof for any reason whatsoever.
• In case of fragile items, Customers will be required to sign a Limited Release Tag (“LRT”) at the time of check-in, which absolves TSAL of any responsibility or liability whatsoever for such items carried by the Customers in their Baggage.
  In case if the Customer’s Check-In Baggage is spoilt due to spillage or leakage of glass bottles/jars unsuitably packed, TSAL’s liability for damage is not extended to the same.
• TSAL assumes no liability for (but not limited to) fragile or perishable items, money, keys, jewellery, electronic and photographic equipment, precious metals, silverware, negotiable papers, securities, or other valuables, business documents, medicines, medical documents, passports and other identification document, or samples, which are included in the Customer's Check-in Baggage with or without the knowledge of TSAL. These articles are best hand carried.

TSAL reserves the right to refuse to carry as Baggage any item, if TSAL reasonably believes it to be unsuitable for carriage because of its size, shape, weight, content, packaging, being radioactive or of a similar character, or for safety or operational reasons, or in the interests of the comfort of other Customers. Information about unacceptable items is available upon request.

TSAL may refuse to accept Baggage for carriage unless it is in TSAL’s reasonable opinion, properly and securely packed in suitable container/packaging.

• For reasons of safety and security, TSAL or any competent regulatory authority may require the Customers to undergo a search, x-ray or other type of scan on his/her person or Baggage.
• If a Customer refuses to comply with such searches or scans, TSAL reserves the right to refuse carriage to such Customer and his/her Baggage without refund of fare and without any other liability to such Customer. Any other procedures as may be required under law may follow in relation to such cases.
• In the event that a search / scan causes injury to the Customer or damage to his/her Baggage, TSAL shall not be liable for such injury or damage, unless the same caused due to TSAL’s wilful misconduct or gross negligence.
• The time of check-in, which absolves TSAL of any responsibility or liability whatsoever for such items carried by the Customers in their Baggage. In case if the Customer’s Check-In Baggage is spoilt due to spillage or leakage of glass bottles/jars unsuitably packed, TSAL’s liability for damage is not extended to the same.
• TSAL assumes no liability for (but not limited to) fragile or perishable items, money, keys, jewellery, electronic and photographic equipment, precious metals, silverware, negotiable papers, securities, or other valuables, business documents, medicines, medical documents, passports and other identification document, or samples, which are included in the Customer's Check-in Baggage with or without the knowledge of TSAL. These articles are best hand carried.

• TSAL will make reasonable endeavours to ensure that the Check-in Baggage of Customers arrives in a safe condition.
• The Customers are advised to collect their Check-in Baggage as soon as it is available for collection at the place of destination from the relevant conveyor belts.
• In the event, Customer’s Check-in Baggage is not claimed within three (3) months of the time it is made available, TSAL may dispose it off without any liability or notice to the Customer.
• If the Customers are travelling in a group (that is, in one PNR there are more than one Customer) and the Check-in Baggage is not delivered at arrival, all the Customers named in the ticket need to be present at the arrival hall at the time of registering a complaint for the lost Baggage. The Check-in Baggage will be considered as delivered in good condition if the above conditions are not met.
• TSAL is under no obligation to ascertain that the bearer of the Baggage Check is entitled to delivery of the Check-in Baggage, and TSAL is not liable for any loss, damage, or expense arising out of, or in connection with its failure to ascertain so.
• Delivery of the Check-in Baggage will be made at the destination shown in the Baggage Check.
• If the person claiming the Baggage is unable to produce the Baggage Check and identify the Baggage by means of a Baggage tag, TSAL will deliver the Baggage to such person only on the condition that he/she establishes to TSAL’s reasonable satisfaction, his right thereto, and if required by TSAL, such person shall furnish adequate security to indemnify TSAL for any loss, damage or expense which may be incurred by TSAL, as a result of such delivery.
• Acceptance of Check-in Baggage by the Customers without complaint at the time of delivery, is prima facie evidence that the Check-in Baggage has been delivered in good condition and in accordance with the Conditions of Carriage. Every Customer shall be required to raise a Property Irregularity Report (“PIR”) with TSAL officials present in the arrival hall, in case there is a loss of baggage while he/she is at the respective destination airport at the time of arrival and not after departing from the destination airport. No Baggage claim whatsoever will be entertained after the Customer has left the airport.
• In order to ensure that the Customers collect their own Check-in Baggage only and that there is no confusion, TSAL reserves all rights to do Baggage Tag match upon arrivals either for all Customers or on random basis. In the event where there is a possibility or slightest assumption of Customer picking other Customer’s Check-in Baggage, TSAL reserves all rights to divulge personal information of such Customer to the original owner of the Check-in Baggage and/or the airport/security officials, and will not be liable for any losses incurred thereof.
• Acceptance of checked-in baggage by the bearer of the Baggage Identification Tag without complaint at the time of delivery is sufficient evidence that the checked-in baggage has been delivered in good condition and in accordance with the contract of carriage. All claims in relation to damaged checked-in baggage must be made by the Customer to the staff of TSAL upon arrival, before the Customer exits the arrival hall. No claims for checked-in baggage damage will be entertained once the Customer exits the arrival hall. In case of checked-in baggage arriving on a different flight, claim must be filed at the time the Customer receives the checked in baggage, whether the receipt is at the airport or any other agreed baggage delivery point.

Missing or Lost Baggage

• When a Customer makes a report for the loss, damage or pilferage (of his/her Check-in Baggage, a copy of the PIR must be completed. In addition, the following requirements must be satisfied by the Customers:
  • Confirm the number of Baggage pieces in Customer's possession, out of total number of Check-in Baggage.
  • Confirm the weight of Baggage in Customer's possession, as against the weight reflected in the check-in record available in TSAL check-in system so as to ascertain the balance in weight which is the subject of the PIR.
• TSAL assumes no liability for (but not limited to) fragile or perishable items, money, keys, jewellery, electronic and photographic equipment, precious metals, silverware, negotiable papers, securities, or other valuables, business documents, medicines, medical documents, passports and other identification document, or samples, which are included in the Customer's Check-in Baggage with or without the knowledge of TSAL. These articles are best hand carried.
• The local Vistara office at the airport can be contacted for any claim or status check of lost/missing Baggage. The contact details of such office will be mentioned in the PIR raised.

Damaged Baggage

• 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, scuffs, stains, dents, soil or other normal wear and tear that does not reduce the functionality and normal usage of the bag. We trust you understand that we are not responsible for this type of damage or any of the following:
  • Damage to over packed/oversized bags
  • Items of a fragile or perishable nature
  • Baggage with manufacturing defects
• For baggage which is damaged/pilfered, please report the same to the Vistara personnel at the arrival hall.
• Acceptance of checked-in baggage by the bearer of the Baggage Identification Tag without complaint at the time of delivery is sufficient evidence that the checked-in baggage has been delivered in good condition and in accordance with the contract of carriage. All claims in relation to damaged checked-in baggage must be made by the Customer to the staff of TSAL upon arrival, before the Customer exits the arrival hall. No claims for checked-in baggage damage will be entertained once the Customer exits the arrival hall. In case of checked-in baggage arriving on a different flight, claim must be filed at the time the Customer receives the checked in baggage, whether the receipt is at the airport or any other agreed baggage delivery point.

TSAL will not be responsible for, or have any liability in respect of, articles removed from the Customer’s Baggage by any airport security.

• a.Security measures/procedure at the departure station:
  • Dead body/human/crematal remains will be transported as cargo subject to the following security controls:
  
  
  • Station Security in Charge/ Security Supervisor will examine and validate following documents:
  • Death certificate from a competent medical authority.
  • Embalming certificate by the hospital/competent authority.
  • Permission from the local police authorities for carrying dead body/ human remains.
  • Cancelled passport to establish identity of the deceased.
  • Valid passport to establish identity of the relative/person accompanying the dead body/human remains, if accompanied.
  • TSAL will accept dead body/ human remains through cargo only if the same is being accompanied by a customer on the same flight. While accepting the dead body/human remain, the acceptance staff will check the ticket of the relative/person accompanying the dead body/ human remain.
  • From international station to India, permission from Indian Mission/Embassy/High Commission is required. From Indian station to international destination, permission from Mission/Embassy/High Commission of such international destination is required.
• Security measures/procedure at arrival station:
  Dead body/ human remains are to be collected through the cargo terminal by the person whose name is mentioned on the Air Way Bill.
• In case of acceptance of urns:
  Urns with ashes are allowed in hand baggage.
  • Cremation Certificate
  
  
  • In a crematory container, but it must pass through the x-ray machine.
  • It is recommended that customers purchase a temporary container made of wood, plastic or non-lead lined ceramic for transporting their loved one's remains.
  
  
  • In respect to the deceased, under no circumstances will a screener (person responsible for screening the baggage) open the container at any time, even if the customer requests that this be done.
  • If the x-rayed image is opaque, then the next option is to transport the remains in the belly of the plane as check-in baggage. The crematory container will undergo testing for explosive devices and, if cleared, will be permitted as check-in baggage.

We endeavour to make your travel hassle-free, starting with numerous options for check-in. However, regardless of how you check-in, please note that check-in will close 45 minutes prior to the scheduled departure time and our boarding gates close 20 minutes prior to the scheduled departure time, post which boarding is not allowed.

• Web Check-in Terms and Conditions

  • Customers may check-in for the flight on the Website www.airvistara.com or by using Vistara Mobile App and they will receive an e-Boarding Pass (Web and Mobile Boarding Pass) on their preferred email address.
  • Please note that web check-in will close 60 minutes prior to scheduled departure time and our boarding gates close 20 minutes prior to the scheduled departure time, post which boarding is not allowed.
  • Please read the terms and conditions printed on your boarding pass carefully.
  • TSAL reserves the right to change the seats for the Customers (checked-in using web check-in) to occupy Emergency exit seats in order to comply with safety regulations or a change in aircraft configuration.
  • It is mandatory to produce a web check-in boarding pass for security clearance as well as for boarding. A valid Photo identification (Official Government issued photo identification document, driving license, Election photo identification, Passport, Aadhar Card), Photo credit card may be requested at any time at the airport for the purpose of verifying identification of the Customer.
    
  Web check-in is not available for:
  
  • Customers with special service requests such as extra seats, visual and hearing impairment, unaccompanied minors, stretcher etc. (This facility is available for wheelchair customers).
  • Staff travel, Industry Discount tickets, upgrade vouchers and agent discount tickets.
  • International credit card Bookings where card verification is required before boarding the flight. The intimation for the same is sent to the card holder’s email mentioned in the Booking reference.
  • Groups of more than nine people on the same booking
  
  Airport Terms and conditions
  
  • Customers can make changes to the seat preference subject to seat availability.
  • Customers having any Check-in Baggage, the bags will have to be presented along with a valid photo identification document, to our airport check-in counter before the counter closure time which is at least 45 minutes prior to departure of the flight.
  • The customer is required to reach the boarding gate at least 20 minutes prior to departure with a valid ID. If the customer is not able to reach the boarding gate before the boarding gate closure (20 minutes prior to departure), the customer will be offloaded from the flight and the ticket would be considered as No-Show. The No-Show Fee (as specified in below Section 12.6) will be applicable on the same.
  • If a Customer is not carrying the printed copy of the boarding card, the same can be collected from the check-in counter by providing a valid photo identification document, 45 minutes prior to the departure of the flight.

• Metro Check-in Terms and Conditions

  • Metro check-in facility is available between 12 hrs and 2 hrs prior to flight departure.
  • One dedicated check in counter will be available at the New Delhi metro station.
  • All baggage screening will be processed by CISF and strapped by DMRC.
  • Oversize and fragile baggage will be not be accepted at the metro check in station.
  • Customers can enter the airport only 6 hours prior to departure.
  • Customers can collect their boarding pass and check-in their baggage at the metro station.
  • The journey from New Delhi metro station to the Airport station will take approximately 19 minutes.
  • The airport departure level is approximately a 10 minute walk from the airport metro station.
  • No payments can be made at metro station.

For detailed Club Vistara T&Cs please click here.

Eligibility:

• This discount and additional baggage allowance mentioned is only applicable for direct bookings made under 'Vistara Indian Armed Forces Discount', for both active and retired armed forces personnel and active J&K Police personnel.
• The special discounted fare is also available for three members of their family travelling with them on the same PNR i.e. dependent parents, spouse and children from 2 to 26 years of age.
• Bookings should be made at least 7 days in advance to avail discount.

Discount:

• Up to 10% off on adult base fare for passengers booking in Economy Class, Premium Economy or Business Class. Customers enjoy 5% discount when booking under Economy Lite fare. 

Baggage Allowance:

• Free baggage allowance as per fare category booked + 5 kg additional check-in baggage is applicable for active and retired Armed Forces and active J&K Police personnel, as well as for up to three family members traveling with him/her on the same PNR.

Documentation required:

• The official IDs for armed forces and J&K police personnel and the dependent cards of family members is mandatory for travel under this offer.
• The ID will be checked at the time of Check-In.

Booking channel:

• The booking must be made via Vistara website airvistara.com or through the mobile app only.

• Flight schedules and timings are subject to regulatory approvals and may be revised without advance notice.
• Vistara reserves the right at any time, without prior notice, to add, alter, modify, change or vary all or any of these terms and conditions or to replace wholly or in part, the above offer by another offer, whether similar to above offer or not, or to withdraw it altogether.
• This concession is not applicable on any ongoing promotional fares.
• This concession is applicable on direct flights and travel in India only.
• Other terms and conditions will be as per the fare category.

• Eligibility
  • Anyone who has attained 60 years of age at the time of commencement of the journey is eligible for this discount.
  • Bookings should be made at least 7 days in advance to avail discount.
• Discount
• Up to 10% off on adult base fare for passengers booking in Economy Class, Premium Economy or Business Class. Customers enjoy 5% discount when booking under Economy Lite fare.
• Blackout dates apply.
• Baggage Allowance
  • Free baggage allowance as per specified in fare rule.
• Documentation required
  • A valid Government ID with proof of age is mandatory for travel under this scheme
  • The ID will be checked at the time of check-in.
• Booking channel
• The booking must be made via Vistara website airvistara.com or through the mobile app only.
• Flight schedules and timings are subject to regulatory approvals and may be revised without advance notice.
• Vistara reserves the right at any time, without prior notice, to add, alter, modify, change or vary all or any of these terms and conditions or to replace wholly or in part, the above offer by another offer, whether similar to above offer or not, or to withdraw it altogether.
• This concession is not applicable on any ongoing promotional fares.
• This concession is applicable on direct flights and for travel in India only.
• Other terms and conditions will be as per the fare category.

Eligibility:

• A student studying in India and enrolled in a bonafide school or an educational establishment is eligible for this discount.
• His/her age must be 12 years or above on the date of commencement of journey.
• This offer is applicable only for bookings made in India.
• Bookings should be made at least 7 days in advance to avail discount.

Discount:

• Up to 10% off on adult base fare for passengers booking under Economy Standard and Economy Flexi fares, and 5% off when booking under Economy Lite fares.
• This discount is not applicable for bookings made under Premium Economy and Business Class fares.
• Blackout dates apply.

Baggage Allowance:

• Free check-in and hand baggage allowance as per the fare class booked.

Documentation required:

• A valid student Identification Proof (ID) of school/educational institution is mandatory for travel under this offer.
• The ID will be checked at the time of check-in.

Booking channel:

• The booking must be made via Vistara website airvistara.com or through the mobile app only.
• Flight schedules and timings are subject to regulatory approvals and may be revised without advance notice.
• Vistara reserves the right at any time, without prior notice, to add, alter, modify, change or vary all or any of these terms and conditions or to replace wholly or in part, the above offer by another offer, whether similar to above offer or not, or to withdraw it altogether.
• This concession is not applicable on any ongoing promotional fares.
• This concession is applicable on direct flights and for travel in India only.
• Other terms and conditions will be as per the fare category.

• Discount
• Up to 10% off on adult base fare for passengers booking in Economy Class, Premium Economy or Business Class. Customers enjoy 5% discount when booking under Economy Lite fare. 
• Fare is applicable for a minimum of 4 passengers (except Economy Lite fare) on a single ticket booking and on select routes.
• Changes & Cancellation in respect of the bookings made under these fares can only be done via Customer Service Centre
• Blackout dates apply.
• Baggage Allowance
  • Free baggage allowance as per specified in fare rule.

Eligibility:

A minimum of four and maximum of nine passengers (excluding infant) can be booked under this fare.

Bookings should be made at least 7 days in advance to avail discount.

Booking Channel:

• These fares are available for booking made only on www.airvistara.com.
• Flight schedules and timings are subject to regulatory approvals and may be revised without advance notice.
• Vistara reserves the right at any time, without prior notice, to add, alter, modify, change or vary all or any of these terms and conditions or to replace wholly or in part, the above offer by another offer, whether similar to above offer or not, or to withdraw it altogether.
• This concession is not applicable on any ongoing promotional fares.
• This concession is applicable on direct flights and for travel in India only.
• Other terms and conditions will be as per the fare category.

• 1. Free change/cancellation within 24 hours

  This service is only applicable for bookings made on airvistara.com or on the Vistara mobile app.

  • Cancellation and change only can be done within 24 hours of booking.
  • Bookings must be made at least 7 days in advance.
  • Cancellation and change can only be done by calling the Vistara Customer Service Centre.
  • In case of change in bookings, only the change fee will be waived off whereas the fare difference will have to be paid by the customer.
  • This service is only applicable on direct flights.
  • Bookings qualifying for this service will be non-re routable and non-transferrable.
  • Only 1 complimentary change will be allowed in the booking.
  • This service will not be applicable for passengers booking under Economy Lite fares for travel within India only.
  • Vistara reserves the right to add, alter, modify, change or vary all or any of these terms and conditions or to replace wholly or in part, the above service by another service, whether similar to above service or not, or to withdraw it altogether. This can be done at any time, without prior notice.
  • This service is applicable for travel within India only.


• 2. Earn 100 Bonus CV Points
  • Offer applies to all bookings made exclusively on the Vistara Mobile app or on airvistara.com.
  • Points will be credited to your account within 5-7 days from the date of travel.
  • This offer will not be applicable for passengers booking under Economy Lite fares for travel within India.
  • Bonus CV Points will be credited only if CV Membership ID is mentioned at the time of booking.
  • The offer will not be applicable in the event of cancellation or no-show.
  • All offers and promotions have no cash value and are subject to change without notice. They cannot be combined with any other offers or promotions.
  • All other Club Vistara Terms and Conditions apply.
  • This offer is applicable for travel within India only.


• 3. Attractive Cashback offers
  

  Click here for more details

  • MobiKwik
    15% Mobikwik SuperCash up to INR 800
  • All wallet discounts are applicable for travel within India only.


• 4. Special discounts

  We offer exclusive discounts to friends, family, students, senior citizens and the Indian Armed Forces personnel

  For detailed T&Cs of these discounts please refer to below pages-

  • https://www.airvistara.com/trip/VistaraFriendsFamilyDiscount
  • https://www.airvistara.com/trip/VistaraStudentDiscount
  • https://www.airvistara.com/trip/SeniorCitizen
  • https://www.airvistara.com/trip/VistaraIndianArmedForcesDiscount
  
  

  All discounts are applicable for travel within India only.



• 5. Weekend Offer

  Enjoy up to 10% discount on direct bookings made on the weekend (Saturday and Sunday) by using the promo code: VDIRECT10.

  • The weekend offer is valid till 29th March 2020 for travel till 31st March 2020.
  • This offer is applicable for travel in Economy Class, Premium Economy and Business Class.
  • This offer is valid for travel within India only.
  • Seats available under this offer are limited and available strictly on a first come-first-served basis.
  • No vouchers can be clubbed with this offer.
  • No corporate discounts/soft benefits will apply.
  • Flight schedules and timings are subject to regulatory approvals and may be revised without advance notice. For details on T&Cs, log on to Terms & Conditions on our website.
  • Vistara reserves the right at any time, without prior notice, to add, alter, modify, change or vary all or any of these terms and conditions, or to replace wholly or in part, the above offer by another offer, whether similar to above offer or not, or to withdraw it altogether.


• Note:
  • These offers will not be applicable on redemption bookings.
  • Vistara Direct benefits will not be applicable on promotional, sale, and Economy Lite fares (on domestic routes) and for travel outside India.

Vistara Direct is applicable when booking directly on Vistara’s website www.airvistara.com or on Vistara’s mobile app (available on Apple iOS and Android).

• 1. Free change/cancellation within 24 hours

  This service is only applicable for bookings made on airvistara.com or on the Vistara mobile app.

  • Cancellation and change only can be done within 24 hours of booking.
  • Bookings must be made at least 7 days in advance.
  • Cancellation and change can only be done by calling the Vistara Customer Service Centre.
  • In case of change in bookings, only the change fee will be waived off whereas the fare difference will have to be paid by the customer.
  • This service is only applicable on direct flights.
  • Bookings qualifying for this service will be non-re routable and non-transferrable.
  • Only 1 complimentary change will be allowed in the booking.
  • This service will not be applicable for passengers booking under Economy Lite fares for travel within India only.
  • Vistara reserves the right to add, alter, modify, change or vary all or any of these terms and conditions or to replace wholly or in part, the above service by another service, whether similar to above service or not, or to withdraw it altogether. This can be done at any time, without prior notice.
  • This service is applicable for travel within India only.


• 2. Earn 100 Bonus CV Points
  • Offer applies to all bookings made exclusively on the Vistara Mobile app or on airvistara.com.
  • Points will be credited to your account within 5-7 days from the date of travel.
  • This offer will not be applicable for passengers booking under Economy Lite fares for travel within India.
  • Bonus CV Points will be credited only if CV Membership ID is mentioned at the time of booking.
  • The offer will not be applicable in the event of cancellation or no-show.
  • All offers and promotions have no cash value and are subject to change without notice. They cannot be combined with any other offers or promotions.
  • All other Club Vistara Terms and Conditions apply.
  • This offer is applicable for travel within India only.


• 3. Attractive Cashback offers
  

  Click here for more details

  • MobiKwik
    10% Mobikwik SuperCash up to INR 800
  • All wallet discounts are applicable for travel within India only.


• 4. Special discounts

  We offer exclusive discounts to friends, family, students, senior citizens and the Indian Armed Forces personnel

  For detailed T&Cs of these discounts please refer to below pages-

  • https://www.airvistara.com/trip/VistaraFriendsFamilyDiscount
  • https://www.airvistara.com/trip/VistaraStudentDiscount
  • https://www.airvistara.com/trip/SeniorCitizen
  • https://www.airvistara.com/trip/VistaraIndianArmedForcesDiscount
  
  

  All discounts are applicable for travel within India only.



• 5. Weekend Offer

  Enjoy up to 10% discount on direct bookings made on the weekend (Saturday and Sunday) by using the promo code: VDIRECT10.

  • The weekend offer is valid till 29th March 2020 for travel till 31st March 2020.
  • This offer is applicable for travel in Economy Class, Premium Economy and Business Class.
  • This offer is valid for travel within India only.
  • Seats available under this offer are limited and available strictly on a first come-first-served basis.
  • No vouchers can be clubbed with this offer.
  • No corporate discounts/soft benefits will apply.
  • Flight schedules and timings are subject to regulatory approvals and may be revised without advance notice. For details on T&Cs, log on to Terms & Conditions on our website.
  • Vistara reserves the right at any time, without prior notice, to add, alter, modify, change or vary all or any of these terms and conditions, or to replace wholly or in part, the above offer by another offer, whether similar to above offer or not, or to withdraw it altogether.


• Note:
  • These offers will not be applicable on redemption bookings.
  • Vistara Direct benefits will not be applicable on promotional, sale, and Economy Lite fares (on domestic routes) and for travel outside India.

Effective: 01 June 2018

• 1. General Conditions
  • Group booking is allowed for a minimum of 10 passengers travelling on the same date, same flight and same sector.
  • Fares and seats are strictly subject to availability. All confirmation will be on first come first serve basis only.
  • All Fares paid are Net payable amounts to Vistara.
  • Our e-tickets can be considered as invoice copy. Hence, no separate invoice will be issued against any group tickets.
  • All fares are valid for standard baggage allowances in the respective class, unless specified otherwise.
  • Groups with size up to 30 passengers, should report at least 90 minutes prior to departure and with size above 30 passengers should report at least 120 minutes prior to departure to allow for smoother processing.
  • Round trip bookings cannot be split into two one-way bookings.
  • In case of duplicate queries on the same flight, only one group will be acceptable in the given flight.
  • Vistara reserves the right to release the booking if payment and other conditions not met as per given timelines.
  • Vistara is not bound to process a full refund if there is any delay which is out of airline control.
  • In case of a flight delay due to a group, the agency/group will be charged @ 7500/- per minute of delay. The same will charged through ADM or another mode.
  • Agency primary contact, group leader name & contact details are mandatory for ticket issuance.
  • If a GST invoice is required, GST details must be shared while sharing the name list.
  • Passengers must carry their valid ID proof while travelling. In case of any refused entry/boarding due to ID proof issues, Vistara will not be responsible.
  • Pre-allocation of seat numbers not allowed under group booking. Seat allocation must be done at the airport check-in counter on the day of departure.


• 2. Payment Terms
  • 100 % payment required if travel is within 21 days.
  • 25% payment required if travel is beyond 21 days. Balance payment must be made before 21 days prior to departure.


• 3. Name List Terms
  • All the names must be shared on or before 7 days prior to departure.
  • Names shared between 6 and 5 days prior to departure will be charged @ 2500/- per person per sector in order to add the names in the PNR.
  • No name submission allowed within 5 days to departure and the seats will be treated as no-show.
  • Name change after ticketing will be charged @ 2500 per person per sector before 5 days to departure. No name change allowed within 5 days to departure.


• 4. Cancellation Policy
  • In case a partially confirmed booking is cancelled, the entire advance deposit will be forfeited.
  • In case of any seat reduction/cancellation, the below charges would be applicable:

• • Only applicable taxes would be refundable for any cancellations done within 7 days to departure.
  • A minimum group size of 10 passengers needs to be maintained. Only applicable taxes would be refundable for deficit passenger count below 10.


• 5. Date Change, Flight Change, and No-show
  • Date change/ Flight change before 15 days prior to departure will be charged @ 2500/- per person per sector with applicable fare difference.
  • No date change or flight change permitted within 15 days prior to departure.
  • Only applicable taxes would be refundable for no-show passengers.
  • In case of onward flight no-show, the booking will not be valid for return travel and applicable taxes would be refunded for all unused sectors.
  • Re-routing not permitted on group booking

TSAL provides a wide range of fares for its esteemed Customers in 3 cabin classes, that is, Business class, Premium Economy class and Economy class.

Total Ticket fares are inclusive of the following components:

• Base Fare and
• Government/Airport Taxes, Fees, Charges and Surcharges.

• All fares are quoted in Indian Rupees (INR).
• Fares are subject to change without notice.
• Fares apply only for carriage from the airport at the point of origin to the airport at the point of destination, unless otherwise expressly stated. Fares do not include ground transport service between airports and / or between airport terminals. The fares will be calculated in accordance with the Tariff in effect on the date of payment for Travel on the specific dates and itinerary. Any change in itinerary or dates of Travel may lead to change in the fares to be paid.
• Once a Ticket is purchased, the fares will not change, provided however, that if the Customer requests for a subsequent change in the Ticket, revised fares may be applicable.
• A Customer shall not be entitled to be carried on a TSAL flight unless the Customer presents a valid Ticket, duly issued in accordance with these Terms and Conditions.
• All Tickets are subject to these Terms and Conditions. However, our promotional fares have certain additional terms and conditions attached to them. In the event, any Ticket is purchased on the promotional fares, except to the extent specified otherwise in the additional terms and conditions governing the promotional fares, these Terms and Conditions shall apply in its entirety.
• TSAL offers fares on one-way and return basis for ease of purchase.
• Fares booked through the Website or on Vistara Mobile App are bound by these Terms and Conditions.
• Customers shall always refer to the Terms and Conditions at time of making the Booking.

• The amount of any applicable TFC payable by the Customer is calculated as on the date of issuance of Ticket. If there are any changes to the existing TFCs, or if a new TFC is imposed by the Government and/or airport authorities, after the date of issuance of Ticket, TSAL reserves the right to collect the same from the Customer at the time of Check-in or boarding. In case the revised TFC amount is lesser than the TFC amount originally paid, the difference shall be refunded back to the Customer.
• TFC shall include UDF, PSF, ADF, Service Tax, Swacch Bharat Cess and Krishi Kalyan Cess and any other taxes as applicable and outlined by the Government and/or airport authorities.

TSAL currently accepts the following forms of payment:

• Cash
• Credit Cards
  • VISA
  • Master Card
  • American Express (Selected Countries Only)
• Debit Cards Net banking*
• Wallet*

  * For tickets purchased either directly from TSAL or Trade Partners having such facility.

Credit/Debit Card issued outside India

• Credit/Debit Card issued outside India used to purchase the tickets will have to be produced at the time of Check-in. If the holder of such Credit/Debit Card is not travelling, then the travelling person should possess the following:

   

  • A photocopy of both sides of the Credit/Debit Card and the Identity card (Passport, Aadhaar etc), which will have to be self-attested by the Credit/Debit Card holder, authorizing the use of the Credit/Debit Card for the purchase of the Ticket. For security reasons, Customers are strictly advised to strike out the Credit Valid Verification (CVV) number on the copy of their Credit/Debit Card.
  • This photocopy should also contain the name of the travelling party, date of Travel and the Sector of Travel. These details can be handwritten on the photocopy and same has to be attested by the Credit/Debit Card holder.

The above documents must be produced at the time of check-in. If the Customer fails to produce any of the documents or fails to comply with these Terms and Conditions, TSAL reserves the right to deny boarding.

• In the event of death or any other bodily injury suffered by a Customer during the course of carriage by air, TSAL’s liability will be governed by the relevant provisions of the Carriage by Air Act, 1972 and the Rules framed thereunder, as amended from time to time (the “ Carriage Act”)  and in no event shall TSAL’s liability amounts under this scenario exceed the amount prescribed under the Carriage Act.
• Notwithstanding the provisions above, if TSAL proves that the damage was caused by, or contributed to by, the negligence of the injured or deceased Customer, TSAL may be exonerated wholly or partly from its liability.
• TSAL is not responsible for any illness, injury or disability, including death, attributable to the Customer’s physical condition or for the aggravation of such condition.

• Liability for loss, delay or damage to Baggage is limited under the provisions of Carriage Act.
• TSAL’s liability for damage to Baggage will be reduced by any negligence on part of the Customers, which causes or contributes to the damage in accordance with applicable law.
• Customers are solely responsible for carriage of their Hand Baggage / personal belongings and TSAL will not be liable for any loss / damage of their Hand Baggage / personal belongings.
• TSAL’s liability for loss of Check-in Baggage is limited to INR 500/- per kg subject to maximum of INR 20,000/- in accordance with the Carriage Act. 
• However, TSAL assumes no liability for fragile or perishable articles. TSAL shall have no liability whatsoever for damage to articles not permitted to be contained in Check-in Baggage as per the provisions of the Terms and Conditions (including, without limitation, fragile or perishable items, items having a special value, such as money, jewellery, precious metals, computers, personal electronic devices, negotiable papers, camera, TV, securities, or other valuables, business documents, passports and other identification documents).
• TSAL will not be liable for any damage arising from TSAL’s compliance with applicable laws or Government rules and regulations or from the Customer’s failure to comply with the same.
• The Customer shall be responsible for any damage caused by the Customer’s Baggage to other persons or property, including TSAL’s property and TSAL will not be liable to any third person for any damage caused by the Customer’s Baggage.
• Acceptance of Check-in Baggage by the bearer of the Baggage Identification Tag without complaint at the time of delivery is sufficient evidence that the Check-in Baggage has been delivered in good condition and in accordance with the contract of carriage. All claims in relation to damaged check-in baggage must be made by the Customer to the staff of TSAL upon arrival, before the Customer exits the arrival hall. No claims for check-in baggage damage will be entertained once the Customer exits the arrival hall. In case of check-in baggage arriving on a different flight, claim must be filed at the time the Customer receives the check in baggage, whether the receipt is at the airport or any other agreed baggage delivery point.

• Liability for damage caused by delay in the carriage or baggage is limited under the provisions of Carriage Act and the rules framed thereunder with certain exceptions, adaptations, modifications etc. as notified by the Ministry of Civil Aviation, Government of India, and as amended from time to time.
• The Conditions of Carriage and exclusions or limits of liability, applies to Trade Partners, servants, employees and representatives to the same extent as they apply to TSAL.
• TSAL will not be liable for any damage arising from TSAL’s compliance with applicable laws or Government rules and regulations or from the Customer’s failure to comply with the same.
• In any event our liability under any circumstances shall not exceed the amount of proven damages.

Any right to damages shall be extinguished if an action is not brought against TSAL within three (3) years of the date of arrival at the destination, or the date on which the aircraft was scheduled to arrive, or the date on which the carriage stopped. The method of calculating the period of limitation shall be determined under the laws and by the court of competent jurisdiction as specified herein.

If, in TSAL’s opinion, a Customer conducts himself/herself aboard the aircraft in a manner so as to endanger the aircraft or any person or property on board, or obstruct the crew in the performance of their duties, or fails to comply with any instructions of the crew, including but not limited to those with respect to smoking, alcohol or drug consumption, or behave in a manner which causes discomfort, inconvenience, damage or injury to other Customers or the crew, TSAL may take such measures as it deems reasonably necessary to prevent continuation of such conduct, including restraint. Such Customer may be disembarked and refused onward carriage at any point, and may be prosecuted for offences committed on board the aircraft. All the costs resulting from the diversion taken for the purpose of offloading the Customer shall be paid by the Customer.

Note: Effective 1st June, 2018, the consumption/chewing of tobacco is prohibited on board.

For safety reasons, TSAL may forbid or limit operation aboard the aircraft of electronic equipment, including, but not limited to, cellular telephones, laptop computers, portable recorders, portable radios, CD players, electronic games or transmitting devices, including radio controlled toys and walkie-talkies. Operation of hearing aids and heart pacemakers is permitted. 

Customers shall note that any act (attempted or otherwise) of removal or tampering with any safety equipment on TSAL aircraft is prohibited.

• Government of India regulations do not permit photography at defence airports. Photography/videography of cabin crew and inflight services by the Customers is not permitted without seeking prior permission from TSAL.
• Besides, photography/videography of fellow Customers is not permitted without seeking prior consent from such Customers.

TSAL provides Infant seatbelts to be used in the interest of safety of the Infant. It is mandatory to ensure that the Infant is secured in the Infant seatbelt provided during take- off and landing and at times as may be instructed on board.

TSAL’s refund policy is in compliance with CAR, Section 3 – Air Transport Series ‘M’, Part II, Issue I, dated 22nd May 2008 (revision effective 1st August 2016)

• Refunds for tickets purchased through the Website, Customer Service Centre and Airport Ticketing Offices through Credit / Debit Cards, Net Banking, Wallets and other electronic means will be processed within 07 days from the day of cancellation by TSAL to the payer’s account.
• TSAL shall endeavour that the refund of any Ticket issued by a Trade Partner is processed within 30 working days. In the event of any delay in receipt of payment beyond 10 working days by the Trade Partner, Customer should promptly inform TSAL of the same.
• If ticket has been issued by the Airport Ticketing offices through cash transaction, the refund will be processed at any of the Airport Ticketing Offices only.
• TSAL will refund the TFC collected from Customers on non-utilization/no-show and cancellation of tickets.
• TSAL does not offer refund of any Ticket which has exceeded maximum validity of one year from the date of issue.
• TSAL shall be entitled to make refund:
  • In case of Tickets purchased through cash, either to the person named in the Booking, or to the person who has paid for the Booking; and
  • In case of Tickets purchased through a mode other than cash, to the person who has paid for the Ticket,
  • In both the cases, upon presentation of satisfactory proof by such person holding himself out as a person to whom refund may be made, shall be deemed a proper refund, and shall discharge TSAL from liability and any further claim for refund from any person.
• All refunds will be made in INR, after deducting any applicable fee and/or charges.

• Customer shall be refused carriage and / or removed from the aircraft when the Airport Manager or the Commander decides that:
  • Such action is necessary in the interest of the safety of the aircraft or its occupants; or
  • The conduct or behaviour of the Customer makes him/her objectionable to other Customers; or
  • The age or mental or physical condition of the Customer is such as to require special assistance during flight, which cannot be provided.
  • Any Customer who appears to be under the influence of alcohol or drugs to the extent that the safety of the aircraft or its occupants is likely to be endangered, shall be refused embarkation.
• No person shall be allowed to Travel who:
  • Is displaying symptoms or has a contagious / infectious disease, e.g. tuberculosis, infectious hepatitis, scarlet fever, diphtheria, swine/bird flu, COVID -19 and any other infectious disease as mentioned/notified from time to time by DGCA and/or local/national government authorities and/or international health authorities, etc.
  • Has suffered a serious medical illness/surgery/hospitalization as per ‘Medical Clearance Guidelines for Air Travel’ document available on the Website in the Section -‘Special Assistance’ 
  • Requires medical treatment by pneumatically or electrically operated apparatus, which for specific reasons, is not allowed to be operated on board.
  • Pregnant woman who is not accepted as mentioned in the section “Mothers-To-Be” under these Terms and Conditions.
• Refusal of Embarkation for Unruly passengers :

  Passengers travelling on our flights are required to note that the acts listed below fall under the category of unruly behavior. Such acts are offensive in nature and can result in legal action being initiated against culprits, which can include the filing of an F.I.R with the Police Authority.

  Apart from the aforementioned legal action, in accordance with the Civil Aviation Requirements (CAR) dated 08.09.2017, Section -3, Series M, Part VI, Issue II, an airline is empowered to bar/ ban an unruly guest from traveling on their flights. Click here for the Civil Aviation Requirements (CAR) document for handling of Unruly Passengers.

  Acts listed under the category of unruly behavior:

  • Consuming alcoholic beverages or narcotic substances, resulting in unruly behaviour.
  • Smoking in an aircraft.
  • Disregarding the instructions of the pilot-in-command or crew.
  • Acting in an unruly manner by:
    • Using threatening or abusive language towards a member of the crew or other passengers.
    • Behaving in a physically threatening, abusive and disorderly manner towards a member of the crew or other passengers;
    • Intentionally interfering with the performance of the duties of a crew member.
  • Endangering the safety of an aircraft and persons therein.
  • Unruly behaviour (physical gestures, verbal harassment, unruly inebriation etc.) towards a member of the crew or other passengers.
  • Physically abusive behaviour, which can include pushing, kicking, hitting, grabbing or inappropriate touching or sexual harassment etc. towards a member of the crew or other passengers.
  • Life-threatening behaviour, which can include damage to aircraft operating systems, physical violence such as choking, eye gouging, murderous assault, attempted or actual breach of the flight crew compartment.

  (The above acts are indicative and not exhaustive)

• TSAL, basis the customer’s conduct inflight or at the Airport, reserves the right to prohibit a customer from flying Vistara, till such time it may deem fit.

Class of Travel

TSAL offers following 3 cabin classes on its flights in Boeing 787-9 Dreamliner™ and select Airbus A320:

• Business Class
• Premium Economy
• Economy Class

Boeing 737-800NG consists of only Business and Economy Class.

Consumption of Alcohol on Flight

The Government of India prohibits serving of and/or consumption of alcohol on all domestic flights.

Non Smoking Flights

The Government of India prohibits smoking on all flights. As a separate precautionary measure, all toilets are fitted with smoke detectors. Tampering with or disabling the smoke detector is prohibited. The use of e-cigarettes or any other vaping device is not permitted on board TSAL aircraft.

Reservation requirements

The Booking (and the resultant Ticket generated thereafter) upon receipt of full payment thereof constitute prima facie evidence of the contract of carriage between TSAL and the Customer named on the Booking. TSAL will permit carriage only to the Customer(s) named in the Ticket subject to the appropriate, valid and applicable identification proof being produced at the time of Travel and any other requirements imposed by applicable law, rules and regulations or TSAL’s policies.
The following are considered to be valid photo identification documents at airports (including TSAL check-in counters):

• Valid Passport
• Valid Driving License
• Election Photo Identification Card
• Photo identity card issued by the employer, being government and reputed private sector organizations.
• PAN card issued by the Income Tax department.
• Valid birth certificates of Infants need to be produced at the time of check-in for age proof.
• Aadhar Card

TSAL is an E-Ticket enabled airline. TSAL does not issue open Tickets. That is, a Ticket is required to have a specific date of Travel and cannot be booked in an open-ended manner.

Customers can use the following channels for issuance of Tickets, refunds, additional services etc:

• Customer Service Centre by calling +91 9289228888
• Website, that is, www.airvistara.com
• Vistara Mobile App
• Airport Ticketing Offices
• Trade Partners.

Customers using any of the aforesaid channels/or traveling with TSAL agree to these Terms and Conditions as available on the Website or referred to in the Ticket.

Reservations are not confirmed until recorded as accepted/confirmed by TSAL or Trade Partner.

As provided in the Fare Rules, certain Fares may have conditions which limit or exclude the Customer’s right to change or cancel reservations.

• Customers can purchase Tickets till 1 hour prior to the scheduled departure of any flight.
• TSAL requires the Customers to provide a telephone number and E-mail address at the time of purchasing the Ticket.
• Tickets are non-transferable.
• The charges (Fare and any applicable service charges) for the Ticket have to be paid within the specified ticketing time limit, in the absence of which the reservation will stand cancelled.

The Customer recognizes that personal data has been provided to TSAL for the purposes of making a Booking, obtaining and for providing ancillary services or products that may be offered by TSAL and/or its Trade Partners from time to time, developing and providing services and making available such data to government agencies, in connection with the Customer’s Travel. The Customer consents that such personal data may be used by TSAL or its Trade Partners to check online credit/debit/identity fraud and also to improve the experience of the Customers with TSAL.

In addition, TSAL’s 'Privacy Policy' shall be applicable for use of any personal data.

A ticketing/reservation fee shall be charged from all Customers purchasing Tickets through any Airport Ticketing Office and Customer Service Centre. Further, it is pertinent to mention that:

1. The Ticketing Fee is non-refundable.
2. The Ticketing Fee is applicable on all modes of payment irrespective whether such payment is made online or offline.
3. The Ticketing Fee is per Customer per transaction.

A convenience fee will be levied on tickets purchased through our website www.airvistara.com and app, where the form of payment is debit or credit card.

Cancellations and changes can be made through the following mediums:

1. By calling at Customer Service Centre +91 9289228888
2. At Airport Ticketing Offices
3. The issuing Trade Partners

The fare rules as applicable currently are as follows:

Notes:
*Lower of airfare or cancellation fee is forefeited; taxes are always fully refundable
**Lower of airfare or no show fee is forefeited; taxes are always refundable

Notes:

• Applicable fees and service tax to be charged additionally for Infant fares.
• In case of a date change the new booking will be made in the same fare level or higher fare level.
• Complimentary One Class Upgrade vouchers cannot be redeemed by passengers travelling with Infants.
• As per CV benefits, CV Platinum are entitled to change fee waiver (not applicable for Economy Lite fares).
• Passengers travelling with infants on Redemption Upgrade will need to pay the Infant fee of the upgraded class.
• In case of change of date/flight the fare difference if any will be applicable.
• Tickets cannot be re-routed and change in sectors is not permitted.
• These rules and conditions are subject to change without any prior notice.
• Cancellation fee is in compliance with Civil Aviation Requirements Section 3 - Air Transport Series 'M' Part IV Rev-3, Dated 27th February 2019.

*All unutilized taxes shall be refunded. Service tax (K3) GST shall be refunded as recalculated on the refundable balance.

A service charge, in accordance with the Fare Rules, may be payable by a Customer who either directly or through Trade Partner, fails to amend or cancel his Booking three hours prior to the scheduled time of departure and fails to use space for which a reservation has been made.

**No-show

• If cancellation is reported within 2 hours of departure, it will be considered as ‘no show’.
• If you fail to report at the check-in counter at least 45 mins prior to the scheduled departure time of the Flight,  you will be considered as a ‘check-in no show’.
• If you fail to report at the boarding gate at least 20 minutes prior to the scheduled departure time of the Flight, you will be considered as a ‘gate no show’.
• If a no-show ticket is processed for any changes/refund, then the penalties for changes/refund will be applicable in addition to the applicable no-show charge.
•  If you are a gate no-show, you can take the next Flight departing on the same date on (a) standby basis for a fee of INR 1,000/- ; or (b) confirmed basis for change fee or the fare difference, whichever is higher. This facility is not applicable for check-in no-show.
•  The aforesaid change of Flight is subject to availability of seats and is applicable on direct and via Flights only (Single flight numbers). The same is not valid for connecting flights.
•  The aforesaid change of Flight shall be allowed for the originally booked Sector only. Applicable only for re-Booking on the same date.
•  In case there is no other Flight on the same date, you need to make a new Booking for your Travel. In such a case, the original Ticket will be refunded as per the no-show policy.

The Conditions of Carriage is limited to the origin and destination shown on TSAL or its partner airlines’ Ticket only. Without limiting the generality of the foregoing, in case of cancellation or delay of the Flight:

• Where a Customer’s Connecting Flight is on a separate ticket (regardless of whether it is another airline or Vistara), TSAL will not have any liability to the Customer for any missed connection, re-scheduling/cancellation of travel/hotel arrangement, or any other expenses/losses incurred by the Customer.
• Where a Customer’s Connecting Flight is on the same Ticket as the Flight (regardless of whether it is on another partner airline or TSAL, TSAL, subject to Applicable Laws and arrangements with a partner airline, will make all reasonable efforts to ensure the Customer reaches the final destination through an alternate Flight, and will may, at its own discretion, assist the Customer with reasonable costs incurred during the cancellation or delay of Flight due to extraordinary circumstances. In such cases, TSAL’s liability will be limited to providing re-accommodation on earliest possible Flight (and hotel accommodation, wherever appropriate) or refund of unused Ticket value.

Infant tickets (without seat) can be purchased as per the base fare specified below, plus TFC as applicable, irrespective of any destination within India. Accompanying customer (more than 18 years old) should also be booked under the same cabin class.

Only one infant can be booked with one companion (more than 18 years old).

It is clarified that in the event of a seat being booked for the Infant, the same fare as applicable in the case of adult customer shall be payable for such infant.

*TFC shall be payable extra.

Note:

• Complimentary one class upgrade vouchers cannot be redeemed by Customers travelling with Infants;
• Customers travelling with Infants on Club Vistara points’ redemption upgrade will need to pay the Infant fee of the upgraded class.

Subject to availability, seats can be pre-selected for a charge in Economy Class cabin and remain complimentary for Premium Economy and Business Class cabin. CV Platinum members can select their seat online at no fee (except when travelling on Economy Lite fare). Customers can select their seat:

• At the time of booking;
• By contacting the Vistara Call Centre on +91 9289228888
• At the time of web check-in, 48 hours prior to the scheduled departure of the flight; or
• At the time of check-in at the airport check-in counters.

• Seat Selection will be defined as per fare type. However, there will be restrictions to some rows in all cabin classes which will be non-saleable.
• Bassinet seats are currently not available on Vistara flights.
• CV Platinum members are eligible for complimentary Preferred and Emergency Exit Row Seat selection through the Vistara website. Please click here to know more. Seat selection is restricted when flying on Economy Lite fares.

We serve hot or cold meals depending on the departure time and duration of the flight. 

Allergens

Disclaimer

Special/Dietary meals are subject to availability as per fare type and duration of the flight.

For more details on the inflight dining, please visit vistara-experience-inflight-dining

• • Food and beverage services are defined as per fare type.
  • Food service on board is chargeable for passengers booking under Economy Lite fares however, they will be offered complimentary tea and coffee on board.
  • Food and beverage services are uplifted as per departure time and duration of the flight.
  • Meal requests are required to be updated by the Customers in all reservations at the time of Booking. TSAL offers both Vegetarian and Non-Vegetarian meal options. Vegetarian, Non-vegetarian and Fruit Platter meal requests are accepted until five hours prior to departure. We recommend that the Customers pre-book their choice as this increases the possibility of getting the same in flight.
  • Rest all other meals are considered as special meals and should be updated/accepted by the Customer (while making the booking or modifying it through Customer Service Centre, and Website) only until 24 hours prior to scheduled time of departure. Special meals are vegetarian preparations by default but you can choose a non-vegetarian option by calling the Customer Service Centre as per aforesaid timelines. The list of such special meals that may be provided on board only upon such prior request (at least 24 hours prior to the scheduled time of departure) is mentioned below:
    • Baby Meal
    • Bland Meal
    • Child Meal
    • Diabetic Meal
    • Gluten Free Meal
    • Low Calorie Meal
    • Low Cholesterol Meal
    • Low Salt Meal
    • Low Lactose Meal
    • Vegetarian Jain Meal
    • Vegetarian Lacto Meal
    • Vegetarian Oriental Meal
  • Should you suffer from any severe allergy, it is important that you are aware that Vistara is unable to provide an allergen-free meal, cabin or environment on the flights. We recommend that you carry appropriate medication in your Hand Baggage, in the event of a reaction.
  • Specific to nuts and its by-products, our inflight meals may contain these as an important ingredient or in trace amounts. Customers may also choose to bring their own food not containing nuts or its derivatives on board for their personal consumption. As such, we advise Customers with nut allergies to take all necessary medical precautions to prepare for the possibility of exposure on the flight.

Acceptance of Infants

• Infants below 7 days old are not permitted to Travel. However, in an exigency when such Infant need to Travel to receive life-saving treatment within the first 48 hours of delivery, Medical Advice (MEDA) clearance must be obtained from Operations Control Centre and TSAL’s Medical Department. A “Fit to Fly” certificate should be issued by the paediatrician, and the infant must be accompanied by a doctor (medical escort) with minimum MBBS qualification. Medical escort arrangement and accompanying cost to be borne by the Customer.
• For Travel of Infant after first 48 hours of childbirth but before 7 days from the childbirth – ‘Fit to Fly’ certificate from treating doctor (who should be minimum MBBS qualified) will have to be presented.
• An Infant is not required by law to occupy a passenger seat. Proof of age is required, so please carry the Infant’s valid identification proof for inspection at the airport on date of Travel.
• An Infant must be accompanied by a companion (above 18 years of age) who may be a parent, guardian, relative or friend who acts as an escort.
• Infants must hold valid Tickets and must be checked-in and issued a boarding pass.
• Customers traveling with an infant will be allowed extra baggage allowance of 7kg under our Baby on Board service. The excess baggage of 7kg can be carried as hand baggage or check-in baggage or divided among the two, as per the convenience of the customer. Read more about Baby on Board here.

Restriction on Customers with Infants

Customers with infants will not be seated on the emergency exit row.

Only one infant can be booked with one companion (more than 18 years old).

We provide a dedicated service which ensures that Customer’s children will be looked after for the whole journey. We shall ensure that an unaccompanied minor is never left unattended throughout the journey. At the destination, the unaccompanied minor is handed over only to the person stated in the Unaccompanied Minor Form. Proof of identity will be requested before handing over the child to the designated person.

Acceptance of unaccompanied minor

• A child between 5 and under 12 years of age, travelling alone or with one or more Customers who have not yet completed 18 years, on the same flight and class will be considered as an unaccompanied minor.
• Children under the age of 5 will not be accepted for Travel alone. They must travel with a companion aged 18 years and above on the same flight and class.
• Parents/guardians have to ensure that all unaccompanied minor Customers are carrying the valid photo identification proof, which is mandatory for Travel.
• Unaccompanied minors who are affected by blindness, deafness, or who are mute, will not be accepted for Travel.
• Unaccompanied minor will not be accepted for Travel that involves transfer to another airline unless prior arrangements for him/her have also been made on the other airline.

Travel details of unaccompanied minor

• Detailed information of the unaccompanied minor must be provided at the time of Booking.
• Adult fare is applicable for children travelling as unaccompanied minor. An additional handling fee of INR 2500* will be charged for each unaccompanied minor over and above such fare.
• You will be required to submit a duly filled unaccompanied minor form to TSAL’s staff prior to departure at the point of origin.
• TSAL’s ground staff will place your child under the guardianship of TSAL’s able cabin crew in-charge on board the Flight.
• On arrival, the cabin crew In-charge will hand over unaccompanied minor to the TSAL’s ground staff who will then accompany and assist them with baggage claim.
• TSAL’s ground staff will reunite unaccompanied minor with the designated guardian at the arrival area. Proof of identity will be requested before handing over the unaccompanied minor to the designated guardian.

Young Customers

Customers aged between 12-18 years are regarded as young Customers and will be entitled to unaccompanied minor service provided the same has been requested by their parents or guardians, subject to payment of aforesaid handling fees of INR 2500*. Parents/guardians may choose to waive the unaccompanied handling of the young Customers by signing the “UM Assistance and Handling Waiver Form”.

Customers are requested to get in touch with the Customer Service Centre on +91 9289228888 to enquire about any other special assistance requirement pertaining to unaccompanied minors or young Customers.

UNACCOMPANIED MINOR FORM

UNACCOMPANIED MINOR WAIVER FORM

Post Delivery

Please note that the policy might be different for a variety of carriers. If you are connecting to any of our interline partners, kindly contact them directly as they may have different processes.

• • In case of normal and single pregnancies, expectant mothers till the end of 36 weeks of pregnancy may be permitted to fly provided there are no prior complications. Fit to Fly certificate from the treating obstetrician dated not more than 7 days before the date of Travel is required only if the pregnancy is between 29th and 36th week. Reservation staff may request for the medical certification at the time of Booking. If the Booking and departure dates are more than one month apart, a new certificate should be issued (by the Customer’s attending gynaecologist) not more than 3 days before departure. This certificate shall be presented at check-in when requested.
  • In case of normal and multiple pregnancies (e.g. twins etc.), expectant mothers are allowed to travel only up to 32 weeks of pregnancy and a Fit to Fly certificate will be required from the treating obstetrician dated not more than 48 hours before the date of Travel only if the pregnancy is between the 29th and 32nd week.
  • Expectant mothers beyond 32 weeks of pregnancy shall not be allowed to Travel in case of complicated pregnancy. TSAL’s doctor’s clearance by MEDA process and Fit to Fly certificate from the treating obstetrician dated not more than 7 days before the date of Travel is required only if the pregnancy is between 29th and 32nd week and additionally between 29th and 32nd week, expectant mothers will require to obtain MEDA clearance from the TSAL’s Medical Department and should be accompanied by at least MBBS qualified doctor as medical escort. Medical escort arrangement and accompanying cost to be borne by the Customer.
  • In addition, medical clearance is given by TSAL’s doctor who will discuss the case on an individual basis with the Customer’s doctor/or will check all the medical documents of the Customer in case treating obstetrician is not contactable.
  • TSAL, shall, in no way be responsible in the event a false Fit to Fly certificate is produced by the Customer and by relying upon such a certificate, TSAL permits the Customer to fly and any harm is caused to such Customer due to flying in such medical conditions.
  • Following delivery without complications, mothers are permitted to fly 48 hours after delivery. If Customer wishes to Travel between 48 hours up to the 7th day following normal delivery, she must obtain a Fit to Fly certificate from her treating obstetrician. After 7 days following normal delivery and in the absence of any complications, Customer can fly without any restrictions.
  • Following a caesarean/complicated delivery, you are permitted to fly one week after delivery, provided Customer have been issued a Fit to Fly certificate by her treating obstetrician
  • 'Fit-to-Fly' certificate is valid for a period of 10 days from the date of issue. However, in case of any associated complications, the Customer may be requested to produce a more recent certificate (within 48 hours).

In compliance with regulations and as part of TSAL’s commitment to serve all its Customers fairly and without discrimination, TSAL has adopted the following policy with regard to the differently abled Customers.

• To ensure a seamless check-in and boarding experience, TSAL requests all Customers with reduced mobility to report to the check-in counter at least 2 hours 30 mins prior to the scheduled time of flight departure.
• Differently abled Customers will receive all possible assistance required for their journey.
• The policies, Conditions of Carriage and safety regulations that apply to the carriage of persons with reduced mobility are available on the Website to make the booking process easier.
• All necessary information about the specific requirements of a Customer with reduced mobility should be provided by the Customer at the time of ticketing / online booking process or through the Customer Service Centre.
• TSAL will endeavour to collect all the information required from differently abled Customers at the time of booking to avoid any further inconvenience at the time of Travel. Any medical information collected from Customers with a medical condition or disability will be kept strictly confidential. It will be responsibility of the Customer to provide us with correct, valid and complete medical information.
• TSAL shall not refuse to carry persons with disability or reduced mobility and their assistive aids/devices, escorts and guide dogs including their presence in the cabin, provided such persons or their representatives, at the time of booking, inform TSAL of their requirement(s).
• When a Customer believes he or she has been refused transportation on the basis of disability, TSAL will provide a written statement stating the reasons of such refusal within 10 days of the incident.
• In case of change of aircraft type within TSAL or a partner airline, TSAL will strive to provide similar facilities to Customers with reduced mobility, subject to compliance of regulatory provisions. When the flight is operated by a TSAL alliance /interline / code-share partner, they may have their own restrictions due to State regulations, in which case their State regulations and restrictions apply.
• In case of in-transit offloading due to unforeseen circumstances, persons with reduced mobility will be allocated accommodation suitable to their needs as far as practicable.

Reduced mobility

• In order to ensure the service, meet Customers’ needs, TSAL’s Reservation team or the airport staff may ask the Customer some questions to determine the level of assistance Customer’s require.
• TSAL’s wheelchair service is provided with an attendant at no additional charge. The attendant will assist in transporting within the airport area and to the gate or the aircraft door (depending on the airport facilities).
• TSAL’s team is trained in transferring techniques and can assist if Customer is unable to transfer by himself/herself from the wheelchair to/from his/her seat;
• Whilst TSAL will do everything it can to help Customers to their onward flight, they are requested to be aware that there might be a delay in assisting them during busy periods. TSAL shall not be liable for any such Customer missing onward flights, TSAL would always advise them to factor in delay times when making their Travel plans.
• Please be aware that there might be unpredictable circumstances such as weather or mechanical problems that may call for a last minute unavoidable change, but TSAL will do its best to accommodate Customer’s needs.
• If Customer is travelling in a group of 10 or more people and require wheelchairs, please contact the Customer Service Centre on +91 9289228888 at least 48 hours before scheduled departure.
• TSAL expresses its inability to provide Customers with any assistance for personal care needs on-board, such as, eating/drinking, administration of medications, assistance inside the lavatory, or other personal care needs. If assistance is required with any of these, it is recommended that Customer Travel with a Safety Assistant.

Wheelchairs/ Crutches / braces / other prosthetic devices

• Wheelchair services may be requested at the time of booking. Informing us about your request in advance will help us plan our services better for you as well as for other Customers with disabilities traveling on the same flight. You may request this service through the Trade Partner, Airport Ticketing Office, check-in agent, Customer Service Centre, or on the Website through the manage booking process. For a hassle free experience Customers shall notify TSAL at least 48 hrs prior departure.
  • Customer can manage short distances and steps, but requires a wheelchair for long distances. Wheelchair assistance or buggy services will be provided to / from gates (Wheelchair – Ramp).
  • Customer can manage short distances, but needs a wheelchair for long distances and must be carried up/down steps. Wheelchair assistance will be provided while boarding if stairs are used for boarding and a wheelchair or buggy service for long distances (Wheelchair – Stairs).
  • Customer can manage short distances, but needs a wheelchair for long distances and must be carried up/down steps. Wheelchair assistance will be provided while boarding if stairs are used for boarding and a wheelchair or buggy service for long distances (Wheelchair – Stairs).
• Customer is immobile and needs assistance to and from the aircraft seat. Wheelchair assistance will be provided to/from the aircraft seat (Wheelchair – Cabin).
  • Wheelchairs provided by TSAL may not meet the unique comfort and support requirements of a Customer with a severe mobility disability; therefore it is recommended that Customers who have customized wheelchairs use their personal wheelchairs for safety and health reasons. Such wheelchairs can go till the aircraft door.
  • Customers under 12 years of age, requiring wheelchair assistance must always be accompanied by a Safety Assistant.
• Traveling with own wheelchair
  • If Customers wish to check-in their own wheel chair, TSAL shall provide assistance to dismantle and/or reassemble the wheelchair under the supervision of the Customer. However, TSAL shall not be liable for any damage arising while handling the wheelchair. Such checked in wheelchair will be returned to the Customer at the destination airport.
  • If the Customer wishes to use their own wheelchair at the airport, they are permitted to do so up to the aircraft, whereupon it will be stored in the hold area. At the destination, we'll make every effort to return it to the Customer as close to the aircraft door as possible. If this is not possible, we will make sure there is a wheelchair available to assist Customer to the baggage reclaim area.
  • In the event of loss or damage, mobility aids or any equipment relating to the disability which are placed into the Check-in Baggage is not covered for anything more than the maximum liability under TSAL’s Conditions of Carriage.
  • We recommend suitable Travel insurance for any equipment carried along.
  • Customers are allowed to use their own crutches, braces and / or other prosthetic devices up to the aircraft, and may board with such items as Hand Baggage, provided the Customers are dependent on them.
  • Customers with disability may use their own manual powered wheelchair till the aircraft door.
  • Unfortunately, electronic powered wheelchair(s) with a wet-cell battery shall not be accepted since its corrosive in nature and is considered to be a ‘’Dangerous Good’’.
  • Unfortunately, electronic powered wheelchair(s) with lithium or non spillable battery shall not be allowed beyond the check-in counter, due to safety reasons.
  • Electronic wheelchairs will be dismantled at our check-in counters and the Customer needs to carry something to seal the battery terminals to avoid damage to the battery.

Visual/ Hearing Impairment

• Customers with sight disabilities can travel with or without a sighted companion. If you would like wheelchair assistance or help with directions and/or navigating the terminals, please inform our staff at the counters. Advance notice of your request, atleast 48 hours prior to departure makes it easier for us to make suitable arrangements to ensure a seamless Travel experience.
  • TSAL would request Customers with visual/hearing Impairment to check-in early for their flight for a hassle free experience If Customer declares independence in mobility within the airport and doesn’t require any staff for assistance, the Customer must ensure to be present at the designated boarding gate at the boarding time advised to him verbally by the staff.
  • Please note that our boarding gates close 15 minutes prior to the scheduled departure time, post which boarding is not allowed.
  • Since some of the airports are silent airports, there would not be any sort of announcements made.
  • Such Customers will be boarded first.
  • Our cabin crew will not be able to provide any assistance in feeding such Customer or provide lavatory assistance.
  • Due to safety regulations, the Customer with visual/ hearing impairment will not be allocated an exit row seat.
• Medical clearance is not required for Customers with sight/ hearing disabilities unless the Customer requires special medical care during Travel or has some other existing medical condition.
• Customers who have both a sight as well as a hearing disability (deaf and blind) will need to travel with a Safety Assistant, so that the crew can convey safety instructions in a method of communication (tactile sign language) understood by the Customer. For information on travelling with a service Dog, please read the section on “Service Animals”.

Broken Limbs

• All Customers with mobility problems such as fractured legs in plaster or paraplegics will preferably be allocated seats which will allow maximum space for their comfort, subject to load factor.
• All Customers with limbs in plaster casts shall preferably be accommodated in seats near toilets and floor level exits provided with slide/raft (not emergency exit row seats)
• Acceptance on flight will be decided as per ‘Medical Clearance Guidelines for Air Travel’ issued by Medical services (copy also available on the Website at 'special-assistance'
• Due to mandatory safety requirements aircraft aisle cannot be utilized to keep feet/lower limb if knees cannot be bent. Since aisles to be clear of any obstruction at all times, during the flight.
• Customer should be able to use aircraft seat in seatback upright condition - at least for duration of take-off, landing and whenever seat belt sign is switched on by the commander in some emergency situations.
• Ideal option in cases where normal seat with seatback in upright position cannot be utilised or is not possible for Customer to bend knees even with additional adjoining vacant seats; will be to place request for stretcher case. But this will involve MEDA case clearance with filling of MEDIF form from minimum MBBS qualified doctor and stretcher case requires minimum 48 hours for processing. The stretcher handling fees as specified in Section 20.8 will be applicable in such a case.

Psychiatric or Emotional disorders

• Customers with psychiatric or emotional disorders shall always travel with a Safety Assistant.
• The Safety Assistant shall carry the treating physician’s certificate along with a prescription for a sedative medicine, which may be administered by the Safety Assistant who is authorised and trained for the same, prior to commencement of Travel or as may be required en-route.

Autism/ Intellectual disability/Dementia / Alzheimer's and Down syndrome

• Customers with Autism/Intellectual disability/Dementia/Alzheimer's and Down syndrome need to book their flights at least 48 hours prior departure by calling our 24x7 Customer Service Centre on +91 9289228888.
• While making the reservation, please advise us about your specific requirements and the best way to approach and assist in Travel.
• Autism/ Intellectual disability/Dementia / Alzheimer's and Down Syndrome Customers will be given time to settle in their seat before other Customers board the aircraft.
• Customer service and cabin crew team will provide all the assistance required other than the ones provided by a Safety Assistant.

Safety Assistant (Accompanying Customer)

• A Safety Assistant is any able-bodied person who assists the Customer with disability to exit the aircraft in case of an emergency evacuation, or to establish communication with cabin crew for the purpose of the required safety briefing.
• The Safety Assistant shall be at least 18 years old, physically and mentally able and willing to evacuate the disabled Customer in case of an emergency.
• The Safety Assistant will be seated next to the Customer, in order to assist in case of an emergency. If a Safety Assistant is accompanying several Customers with disability, the Safety Assistant will be seated in the same row as the Customer with disability. In case seats are not available in the same row, then the Safety Assistant is seated in the row immediately in front or behind of the Customer with disability.

Examples of requirement of a Safety Assistant:

• Customers traveling in a stretcher -The Safety Assistant must be a medical / paramedical escort. Decision of TSAL medical services will be final in such cases. In selected cases TSAL’s internal physician may permit a non-medical Safety assistant.
• Customers with mental disability who are unable to comprehend or respond appropriately to safety instructions, including the regulatory safety briefing and any other safety related instructions provided in the aircraft.
• Customers with a mobility impairment so severe that the person is unable to physically assist in his or her own evacuation of the aircraft in case of an emergency.
• Customers with severe hearing, vision impairments and speech impairment , (all together) - if the Customer cannot establish some means of communication with the cabin crew that is adequate both to allow transmission of the regulatory safety briefing, and to enable the Customer to assist in his or her own evacuation of the aircraft in the event of an emergency.
• Customers under 12 years of age requiring wheelchair assistance.
• Any other disability which TSAL, in its sole discretion decides may affect the safety of the Customer while on board an aircraft.

Service Animals

• Customers with sensory impairment intending to travel with their guide dog, should make their booking via the Customer Service Centre and provide us notice of at least 48 hours prior to departure, that a guide dog will be travelling.

Seating

• Please note that guide dogs for our sensory impaired Customers shall not occupy any seat.
• The Customer with the disability and the service dog may Travel in any cabin, subject to seat assignment complying with safety regulations.

Documentation

• The Customer must produce complete and valid documentation including but not limited to identification cards to prove that the guide dog is a service animal and has all valid permissions including confirmation that it is trained from an appropriate institution.
• The certificate of vaccination of the guide dog shall be produced at the time of check-in.

Travel requirements

• Guide dog may be permitted in the cabin subject to the condition that it is properly trained, remains on floor at the Customer’s feet, properly harnessed and vaccinated.
• The Customer is required to bring a moisture absorbent mat, to place it under the guide dog. Further, the guide dog should be properly trained, restrained, muzzled and vaccinated.
• A guide dog may be denied boarding or removed from the flight if, TSAL in its sole discretion decides that the animal cannot be contained by the Customer or otherwise exhibits behaviour that poses a threat to the health or safety of others on board.
• Customer shall be fully responsible for the guide dog. A meet and assist service can be provided, if assistance is required at departure and on arrival, on prior request.

Seat Allocation

TSAL endeavours to offer Customers with disabilities the best possible seating arrangement keeping in mind safety and convenience.

Restrictions on specific seat assignments may apply, depending on the following

• Whether that particular seat imposes an obligation on the person occupying it to assist the crew or other Customers in an emergency.
• Whether stowage of an assistive device or medical equipment or a service dog would block access to an aisle, emergency door or emergency equipment.
• Whether that particular seat assignment would hinder evacuation of the person with a disability occupying the seat or of other Customers, because of its distance from a particular exit type.
• Proximity to an accessible toilet or to an exit equipped with a slide /raft.

• Customers must bring their own spinal support equipment and should be fully responsible for installation, usage and removal.
• Customer-supplied spinal support equipment will be carried free of charge.
• If you are planning to Travel with Spinal Support Equipment, we recommend that you please contact our 24x7 Customer Service Centre on +91 9289228888, at least 7 (seven) working days prior to departure and inform us of your SSE specifications.
• Our Engineering team will then check to ensure that your equipment can be accommodated safely in the aircraft.

• • Only Portable Oxygen Concentrator (“POC”), approved by Federal Aviation Administration (“FAA”) is permitted on board TSAL flights either as Check-in or Hand Baggage, free of cost, subject to following conditions being met:
    • A request for carriage or use of the POC on board being made by the Customer to TSAL a minimum forty eight (48) hours in advance from the scheduled departure time in prescribed format by submitting ‘Physician's Statement for Medical Equipment Form’ [ available on the company website in the section of ‘Special Assistance’ travelling-with-a-medical-condition as per instructions mentioned therein minimum 48 hours in advance of the flight departure;
    • POC should not cause any interference with the electrical, navigation or communication equipment on board;
    • Customer carrying the POC on board must comply with all security requirements and instructions communicated by the Crew, from time to time;
    • Customer alone will be solely responsible for packing, assembling, dismantling or facilitating administration of POC both on ground and on board. TSAL will under no circumstances be liable or responsible for the same.
    • Notwithstanding anything contained herein, TSAL, in its sole discretion, reserves the right to refuse carriage of the POC, if it is likely to endanger the safety of the aircraft or of any person;
    • Customer or their escort/traveling companion will be responsible to operate POC. Cabin crew are not trained to operate POC.
    • Provision for carriage of spare extra batteries for the POC and to cover additional flight duration in case of unforeseen delays will have to be made by the Customer, as there is no charging facility available on board the aircraft. Hence equipment should be battery operated.
    • Security clearance of equipment is still subject to airport security agency (CISF), and any TSAL employee cannot influence their decision. Hence advised to carry all medical documents and technical equipment documents of POC with the Customer in Hand Baggage at time of travelling, in case same is required by airport security agencies.
      (Above mentioned points will also apply to any other medical equipment which Customer wishes to carry inside the cabin as Hand Baggage).
  • If POC is to be carried as Check-in Baggage:
    • For safety purposes, Customer must ensure that the POC prior to check in is empty and free of pressure. Thus, if the POC was used before coming to the airport, then the Customer must to reset the POC to avoid any residual oxygen in the equipment
    • If POC operates on lithium battery, battery should be removed and carried by Customer as Hand Baggage. If POC operates on any other type of battery, battery should be removed and packed separately in such a way that battery terminals do not come in contact with any metal objects. Carriage of such batteries will further be subject to applicable regulatory requirements including but not limited to those mentioned under the Aircraft (Carriage of Dangerous Goods) Rules, 2003, International Civil Aviation Organization (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods by Air, the International Air Transport Association (IATA) Dangerous Goods Regulations.
  • If POC is to be carried as Hand Baggage:
    • Customers carrying/using the POC on board shall be assigned only a window seat, except on rows 1, 10 and 11. Such Customers shall not be seated on middle or aisle seats. TSAL reserves rights to change seats of such Customers, if required.
    • Such Customers must be capable of seeing, hearing and understanding the POC device warnings and should be in a position to take appropriate action, without assistance, in response to those warnings;
    • During taxi, take-off and landing the POC, if being used must be stowed under the seat in front.
  • During an unlikely event of decompression (means in case of decrease of cabin pressure)
    

    Customers must wear the oxygen mask from the overhead panel as a primary source of oxygen and not their POC, as the oxygen mask would ensure a continuous flow of oxygen and would also minimize the chance/ effects of decompression sickness.

  • TSAL has a list of FAA approved POCs, such list is indicative and not exhaustive. Please call our Customer Service Centre or Airport operation to clarify if your POC is approved for carriage in our aircraft

• If Customer is planning to Travel with TSAL and require any of the below mentioned special assistance, please ensure you contact 24x7 Customer Service Centre on +91 9289228888 to make your booking so that we are able to provide you the best possible service.
  • Carriage of life saving and other medical equipment on board– Please get ‘Physician’s Statement For Medical Equipment’ form filled from the (minimum MBBS qualified) doctor. This form is available on the Website in the section of ‘Special Assistance’.
  • Medical clearance– Required for medical oxygen requirement on board, recent major surgeries/hospitalisations/illnesses/injuries etc., suffering from infectious diseases, any medical condition which may require medical attention/special treatment on board, any medical condition which may deteriorate due to aircraft /airport environment or pose safety/security risk to the Customer herself/himself or to other Customers and crew members traveling in aircraft.
  • For medical clearance MEDIF form (available on the Website in the section of ‘Special Assistance’) will need to be filled and submitted as per instructions mentioned therein,
    • Part-1 of MEDIF form - To be filled by Trade Partner or Customer themselves. All travel details are to be completely and compulsorily filled. Declaration in part-1 is also compulsory and should be signed by Customer or his/her relative/representative.
    • Part-2 and 3 of MEDIF form – To be filled and signed with stamp of doctor (minimum MBBS qualified only will be accepted). All columns to be filled. No column to be left blank. If any column is not relevant, please mention ‘Not Applicable’ therein.
    • Do note MEDIF form which will be submitted by the Customer needs to be complete in all aspects. Incomplete or casually filled MEDIF forms may cause delay in processing medical clearance. Medical clearance timeline will be followed from the time MEDIF form complete in all aspects is received.
  • Do note in rare case if medical condition of the Customer suddenly/unpredictably deteriorates at the time of boarding (despite obtaining MEDA clearance beforehand) then boarding may be denied and will cause offloading of the Customer for further assessment and treatment at airport medical centre, in the interest of health and safety of the Customer.
  • For detailed clearance guidelines, please refer ‘Medical Clearance Guidelines for Air Travel’ document on the Website in the section of ‘Special Assistance’ traveller-info-special-assistance
  • Minimum time for medical clearance application is 48 hours before the flight and for stretcher case handling it is minimum 48 hours before the flight from the time MEDIF form complete in all aspects is received.
  • Maximum duration before the flight when such application can be made is 10 days before the flight.
  • Oxygen on board charges– Charges will be applicable for the oxygen bottles provided on board with effect from January 3, 2018.Oxygen on board charge is USD 60 per bottle, subject to MEDA (medical) clearance/approval from Medical and MCC team.
• Epilepsy
  • Customers who are diagnosed epileptics, and if 24 hours have passed since their last epileptic fit, will be able to Travel aboard TSAL flights. This is on the condition that they are carrying their medication with them in their cabin baggage and are carrying a Fit to Fly certificate, which has been issued within 48 hours prior to departure.
  • If Customer has suffered from an epileptic fit/convulsion during the 24 hours preceding departure, he/she will not be accepted for the Travel on TSAL flights.
• Mental Disorders
  • Customers who have a diagnosed psychiatric illness are required to provide a Fit to Fly certificate issued within 48 hours of scheduled departure time. If the Customer has suffered from any psychiatric conditions which required hospitalization or sedative medical treatment within the last 14 days prior to Travel, then MEDA clearance will be required.
  • We request Customers suffering from epilepsy/mental disorders to carry extra amounts of medicine to cover unexpected situations and advise them to avoid alcohol consumption prior to flying, ensure they are properly rested and avoid sleep loss, fatigue and exhaustion.
  • We also offer a meet and assist service to facilitate the Travel. If the Customers require any assistance within the airport, Customer are to identify their need(s) at the time of Booking via the Customer Service Centre on +91 9289228888.
• Stretcher Handling
  • We provide special handling for Customers who, due to their physical or mental condition or in condition where they cannot utilise normal aircraft seat in sitting position; can only travel on a stretcher fitted in the aircraft or require medical clearance in conditions mentioned above.
  • Provided there’s no change of aircraft at intermediate points, we accept carriage of stretcher on all domestic flights. However, carriage of Customer on a stretcher aboard a TSAL flight is subject to prior approval, availability and payment of the applicable fees/fares.
  • To make Booking for Customers requiring stretchers, request needs to be placed no later than 48 hours prior to the scheduled time of departure of the flight
  • Bookings of stretcher carriage can only be made through the Customer Service Centre. Customers may contact us on +91 9289228888 to enquire about the process and restrictions associated with such travel.
  • Fare charged will be nine times the basic one-way highest adult Economy Class fare plus all applicable TFCs for the Customer travelling on the stretcher.

Carriage of pets is not allowed on TSAL flights due to unavailability of temperature control facility for the cargo hold of TSAL’s aircraft.

Travel Documents

• The Customers shall be solely responsible for obtaining all required Travel documents and for complying with all laws, regulations, orders, demands and Travel requirements.
• Prior to the Travel, the Customer must present all exit, entry, health and any other documents required by law, regulation, order, demand or other governmental requirement, and permit TSAL to take and retain copies thereof. TSAL reserves the right to refuse carriage if the Customer does not comply with these requirements, or their Travel documents do not appear to be in order, or who does not permit TSAL to take and retain copies thereof.
• TSAL shall not be liable for any aid or information given by any agent or employee of TSAL to any Customer in connection with obtaining necessary documents or complying with such laws, regulations, orders, demands, and requirements, whether given in writing or otherwise, or for the consequences to any Customer resulting from his failure to obtain such documents or to comply with such laws, regulations, orders, demands, requirements, rules or instructions.

Fines, detention costs etc.

If TSAL is required to pay any fine or penalty, or it incurs any expenditure by reason of the Customer’s failure to comply with laws, regulations, orders, demands or other Travel requirements, or to produce the required documents, the Customer shall reimburse to TSAL, on demand, any amount so paid or expenditure so incurred by TSAL. TSAL may apply towards such payment or expenditure, the value of any unused carriage on the Customer’s Ticket, or any of the Customer’s funds in TSAL’s possession.

If required, TSAL reserves the right to initiate appropriate action against such Customer, which shall be done at Customer’s sole cost and liability.

Customs Inspection

If required, the Customer shall attend inspection of their Baggage, by customs or other Government officials. TSAL will not be liable to the Customer for any loss or damage suffered by them in the course of such inspection or through their failure to comply with this requirement.

Security Inspection

The Customer shall agree to any security checks by Government, airport officials or by TSAL.

• TSAL is not obliged to pay compensation or provide facilities where cancellations and delays have been caused by an event of force majeure that is, extraordinary circumstances beyond the control of the airline, the impact of which lead to the cancellation/delay of flight(s), and, which could not have been avoided even if all reasonable measures had been taken by the airline. Such extraordinary circumstances may in particular occur due to political instability, natural disaster, civil war, insurrection or riot, flood, explosion, government regulation or order affecting the aircraft, strikes and labour disputes causing cessation, slowdown or interruption of work or any other factors that are beyond the control of the airline.
• Additionally, TSAL would also not be liable to pay any compensation in respect of cancellations and delays clearly attributable to Air Traffic Control (ATC), meteorological conditions, security risks, or any other causes that are beyond the control of the airline but which affect their ability to operate flights on schedule.
• Extraordinary circumstances should be deemed to exist where the impact of an air traffic management decision in relation to a particular aircraft or several aircraft on a particular day, gives rise to a long delay or delays, or any overnight delay, or the cancellation of one or more flights by that aircraft, and which would not be avoided even though the airline concerned had taken all reasonable measures to avoid or overcome the impact of the relevant factor and, therefore, the delays or cancellations.
• Exceptions: The following are not considered within the airline control (Illustrative list)
  • Bandh or other similar shutdown/hartaal/strike
  • Bird Strike
  • Operating Crew unable to reach due congestion on roads.
  • Security congestion at airport terminals
  • Delays in departure due to Offloading/Gate No-shows
  • Consequential delay due to late arrival of the incoming aircraft due to congestion

The information published on this Website may be incomplete or include inaccuracies or typographical errors. TSAL does not represent or warrant that access to the Website will be uninterrupted or that there will be no failures, errors or omissions or loss of transmitted information, or that no viruses will be transmitted on this Website.

TSAL makes no representations about the suitability of the information, products, and services contained on this Website for any purpose. All such information, products, and services are provided "as is" without warranty of any kind. TSAL hereby disclaims all warranties and conditions with regard to the information, products, and services, (other than carriage by air), including all implied warranties and conditions of merchantability, fitness for a particular purpose, title and non-infringement.

In no event shall TSAL be liable for any direct, indirect, incidental, special or consequential damages arising out of or in any way connected with the use of this website or with the delay or inability to use this website, or for any information, products, and services obtained through this website, or otherwise arising out of the use of this website, whether based on contract or strict liability or otherwise.

Any carriage by air using a Vistara ticket shall be subject to these Conditions of Carriage and the conditions as provided in the ‘Carriage by Air Act’, 1972.

The above exclusions and limitations apply only to the extent permitted by law.

These Terms and Conditions shall be construed by, and governed in accordance with the laws of India and the Courts of Delhi shall have exclusive jurisdiction to settle any dispute or claim arising out of, or in connection with these Terms and Conditions.

TSAL reserves the right to vary, amend or alter these Terms and Conditions at any time without any prior notice or liability.

Please note that the provision of Restricted Area Permit (RAP) has been exempted for visit by Foreigners to the 30 islands of Andaman and Nicobar.

However, the citizens of China, Afghanistan and Pakistan and those who have origin in these countries and citizens of Myanmar intending to visit Mayabunder and Diglipur in North and Middle Andaman District continue to require prior approval of Ministry of Home Affairs.

If a customer is denied boarding on a Vistara flight or if a Vistara flight is delayed/cancelled, customer may ask check-in staff at the airport counter to provide a written statement of rights, particularly with regard to compensation and assistance.

To refer to the latest mandate regarding the same, please Click here .

Also note, Vistara is not liable for any financial compensation arising out of non-communication if the customer has not provided any contact information.

• In case of flight cancellation, TSAL shall endeavour to inform Customers at least 2 weeks before scheduled departure and arrange alternate flight/refund as acceptable to the Customer.
• TSAL shall try to offer alternate flight departing within 2 hours of booked scheduled departure, in case information about cancellation is provided to the Customer less than two weeks before and up to 24 hours of booked scheduled departure.
• Points 1 and 2 above are applicable, provided Customer's relevant contact information is available e.g. working telephone numbers (Landline or mobile) or E-mail ID has been provided in the Booking. (Trade Partner’s contact details are not deemed to be sufficient contact details.)
• If TSAL fails to inform Customer as per points 1,2 and 3 above, it shall refund the Ticket amount and provide compensation as follows:

• * Base fare is inclusive of fuel charge.

• Customers not sharing relevant contact information in the Booking, will not be entitled to any financial compensation. TSAL shall either refund the Ticket or endeavour to make alternate Travel arrangements as per Customer’s choice.
• TSAL shall offer Customers meals and refreshments free of charge, if they have already reported at the airport as per original flight time and are waiting for the alternate flight.
• Mode of compensation TSAL shall offer Customers the above mentioned compensation in the following modes:
  • Cash*, or
  • Bank transfer, or
  • Card reversals, or
  • Options as may be offered by TSAL, if the Customer deems fit with an acknowledged indemnity, signed or via e-mail

* Subject to availability

In compliance with the Indian Civil Aviation Requirements (Civil Aviation Requirements Section 3 - Air Transport Series 'M' Part IV Rev-3, Dated 27th February 2019, the following is applicable where TSAL is liable to pay compensation to Customers who are denied boarding:

• In case of overbooking of flight, TSAL will ask for volunteers to give up their seats so as to make seats available for the other booked Customers in exchange for benefits as deemed fit by TSAL
• In case a Customer is denied boarding against his/her will, TSAL will try its best to arrange an alternate flight, that is, scheduled to depart within one hour of the original schedule departure time of the initial reservation, failing which TSAL shall compensate the Customers as follows:

• • * Base fare is inclusive of fuel charge.

• If a Customer booked on Connecting Flight, is delayed at departure station due to denied boarding and arrives at the final destination at least three hours later than the scheduled arrival time, TSAL (if it’s the first carrier) shall compensate him/her as per point b above.
• Mode of compensation
  TSAL shall offer Customers the above mentioned compensation in the following modes:
  • Cash*, or
  • Bank transfer, or
  • Card reversals, or
  • Options as may be offered by TSAL, subject to the Customer signing an Indemnity Form (in the format prescribed by TSAL) in person

* subject to availability

Without prejudice to applicable security rules, passengers are not permitted to carry the following articles into security restricted areas and on board an aircraft and the following list is not intended to be all inclusive and to ensure customer’s security, TSAL may determine that an item not mentioned below in the prohibited items list is prohibited: