How to Complain Against an E-commerce Site or Airline (Consumer) (2026)
How to complain against an e-commerce website or an airline in India in 2026: the first step with the company, the mandatory grievance officer, the National Consumer Helpline, which consumer commission to approach, the evidence you need, the reliefs you can ask for, and how to track the case.
How-To Guide · Consumer Protection
If an e-commerce site sends a wrong, fake or defective product, refuses a refund, or an airline cancels a flight, loses your baggage or will not pay what it owes, you have a clear path to complain. First you raise it with the company and its grievance officer. If that fails, you can use the National Consumer Helpline, and then file a formal case before a Consumer Commission under the Consumer Protection Act, 2019. This guide explains each step in order, the special rules that bind e-commerce platforms, the evidence to keep, the reliefs you can ask for, and how to follow the case. Last verified October 2026.
- Start with the company: use the grievance officer every e-commerce entity and airline must publish. The officer acknowledges in 48 hours and should resolve within one month.
- Free middle step: the National Consumer Helpline (1915), and for flights the Ministry of Civil Aviation grievance portal.
- Formal case: a Consumer Commission, chosen by the value you paid. Up to Rs 50 lakh goes to the District Commission.
- Time limit: two years from the cause of action under Section 69, and ask for refund, replacement and compensation.
01When you can complain
You are a consumer when you buy goods or pay for a service for your own use. The Consumer Protection Act, 2019 lets you complain about a defect in goods, a deficiency in service, an unfair or restrictive trade practice, overcharging, or a dangerous product. Online shopping and air travel are both covered.
Common reasons people complain against an e-commerce site are a wrong or fake item, a damaged or missing delivery, a refund that is promised but never paid, a cancelled order charged to the card, or a seller who disappears. Common reasons against an airline are a cancelled or long-delayed flight, denied boarding, lost or damaged baggage, a fare refund that is withheld, or a service charged but not given.
You must file a formal consumer case within two years of the cause of action under Section 69 of the Act. If you are late, you can ask the commission to condone the delay with a good reason, but it is safer to act early.
02Step 1: complain to the company and its grievance officer
Start with the company. Under the Consumer Protection (E-Commerce) Rules, 2020, every e-commerce entity must set up a grievance redress system and appoint a grievance officer whose name and contact details are shown clearly on the website or app. The officer has to acknowledge your complaint within 48 hours and resolve it within one month of receipt.
The same rules require the platform to display its legal name and address, seller details, the total price with a breakdown of charges, return and refund policies, and the country of origin for imported goods. A platform also cannot keep a cancellation charge on you if it does not bear a similar charge itself. These duties give you solid ground to stand on.
Keep the paper trail
Note the complaint or ticket number, the date, and every reply. Take screenshots of the product page, the price, the refund promise and the chat. This record is what decides a consumer case later.
Airlines run their own grievance channels too, and you should use them first and keep the reference number. For how a formal matter is built once talking fails, see how to file a consumer complaint for online shopping.
03Step 2: use the National Consumer Helpline
If the company does not fix the problem, the National Consumer Helpline is a free middle step before a formal case. You can call 1915 or lodge a complaint on the helpline portal, and the department takes it up with the company through its convergence partners. Many disputes are settled here without a case.
The helpline also feeds the Central Consumer Protection Authority (CCPA), the regulator set up under the 2019 Act. The CCPA can act against misleading advertisements and unfair trade practices that harm consumers as a class, order recalls or refunds, and impose penalties. It does not decide your individual compensation, but a pattern of complaints can trigger wider action.
04Airlines: the extra route for air travel
For air travel you have an extra option on top of the consumer route. The Ministry of Civil Aviation runs a dedicated grievance portal for flight problems, where you can escalate a complaint the airline has not solved. The Directorate General of Civil Aviation (DGCA) sets passenger rules on refunds for cancelled flights, compensation for denied boarding and long delays, and care during delays.
Use the aviation grievance portal for a quick push on refunds and baggage. Use the Consumer Commission when you want a binding order and compensation for the loss and mental agony a cancellation caused. You can pursue both, but you cannot get paid twice for the same loss.
05Step 3: file before a Consumer Commission
If talking fails, file a formal complaint before a Consumer Commission. The forum depends on the value of what you paid (the consideration), not the compensation you claim, under the 2021 jurisdiction rules.
| Forum | Value of consideration paid | Example |
|---|---|---|
| District Commission | Up to Rs 50 lakh | Most online shopping and airline tickets |
| State Commission | More than Rs 50 lakh up to Rs 2 crore | High value services or bulk purchases |
| National Commission (NCDRC) | More than Rs 2 crore | Very high value matters |
You can file where you live or work, or where the opposite party has an office or carries on business. The 2019 Act lets a consumer file at their own place of residence, which helps when the seller or airline sits in another city. Most online shopping and airline cases go to the District Commission, and you can file online. To understand appeals if you lose, see how a consumer appeal to the State Commission works.
06Evidence to keep and reliefs you can ask for
A consumer case is won on documents. Keep and attach:
- The order, invoice and payment proof, or the ticket and PNR for a flight.
- Screenshots of the product page, the price, the refund or cancellation policy, and the delivery status.
- All emails, chats and the grievance ticket number with dates.
- Proof of the loss, such as a photo of a damaged item or a bill for an alternative you had to buy.
Under Section 39 of the Act, a commission can order the trader or platform to refund your money, replace the goods, remove the defect or deficiency, stop the unfair practice, and pay compensation for the loss and suffering caused, along with costs. Ask for each relief clearly and put a figure to your loss. You do not always need a lawyer; a consumer can argue the case in person.
07Where Claw fits
Claw is an all-in-one legaltech platform for Indian advocates, law firms, and corporate legal teams, combining AI-based case search, an AI legal assistant (Legal GPT), case management, and compliance automation across all Indian courts and tribunals.
A consumer case against a large platform or airline can run for months through notice, replies, evidence and arguments, and the other side often cites past orders to reduce what it pays. Claw lets you track the matter across 9,102 courts, benches and forums, including the consumer commissions, so you can follow your case by party name and never miss a hearing. You can also search 30 crore+ judgments, with Supreme Court decisions from 1950 and High Court decisions from 1990, in under 5 seconds, to see how commissions and courts have decided similar refund, delay and defective-goods disputes. Claw does not use your case documents to train its AI models.
Have a dispute with an e-commerce site or airline? Create a FREE Claw account to track your consumer case by party name, and use case search across Indian courts to find orders in similar cases.
08Sources and further reading
- Department of Consumer Affairs: consumeraffairs.nic.in
- National Consumer Helpline: consumerhelpline.gov.in
- e-Jagriti (online filing and case status for consumer commissions): e-jagriti.gov.in
- Claw: clawlaw.in
For the duties that bind online sellers, see the Consumer Protection (E-Commerce) Rules explained and to follow a filed matter, how to check consumer case status. This guide is general information, not legal advice. Rules, portals and limits change, so confirm the current position before you act.
09Frequently asked questions
How do I complain against an e-commerce website in India?
First raise it with the platform and its grievance officer, who must acknowledge within 48 hours and resolve within one month under the Consumer Protection (E-Commerce) Rules, 2020. If that fails, use the National Consumer Helpline on 1915, and then file a formal complaint before the District Consumer Commission with your order, payment and policy proof.
How do I complain against an airline for a cancelled flight or lost baggage?
Complain to the airline first and keep the reference number. You can escalate on the Ministry of Civil Aviation air travel grievance portal for refunds and baggage, and you can also file before a Consumer Commission for a binding order and compensation. You cannot be paid twice for the same loss.
Which consumer forum do I file in?
It depends on the value of what you paid. Up to Rs 50 lakh goes to the District Commission, more than Rs 50 lakh up to Rs 2 crore to the State Commission, and above Rs 2 crore to the National Commission. Most online shopping and airline cases are District Commission matters.
Is there a time limit to file a consumer complaint?
Yes. Section 69 of the Consumer Protection Act, 2019 sets two years from the date the cause of action arose. A commission can condone a delay if you show a good reason, but it is safer to file early.
What can I claim in a consumer case?
Under Section 39 you can ask for a refund, a replacement, removal of the defect or deficiency, an order to stop the unfair practice, and compensation for your loss and the suffering caused, along with costs. Put a clear figure to your loss.
Do I need a lawyer to file a consumer complaint?
No. A consumer can file and argue the case in person, and online filing is available. A lawyer helps in bigger or contested matters, but it is not required for a straightforward refund or delay dispute.