Facts and Queries
Need some help with your booking or cancellation, locating baggage or any other services? Browse through our comprehensive list of FAQs for answers to your queries. Should you still have questions, please reach out to our customer service centre (+91 928 922 8888 or +91 120 669 9901), we’ll be more than happy to answer all your queries.
Q: How do I use the online booking service ?
A: Online Booking is very easy. All you need to do is go the Booking Widget and follow the steps mentioned below:
Search - Fill in the desired origin and destination with the dates that you want to travel and go ahead with the search.
Select - Once you have submitted the details, you can select the flight best suited to you.
Fill in the Details – You will now be prompted to share the passenger details and payment information. Need not worry, your information is safe with us at any given point.
Confirmation - Once your booking is complete, you will receive a confirmation mail on the email ID you have shared with us while filling in the passenger details. Welcome aboard, you are now part of the Vistara Family.
Q: What is the maximum number of passengers for whom I can make an online booking ?
A: In one online transaction, you can book up to nine (9) passengers, including adults and children. Should you be travelling with infants, they will be co-related to the number of adults travelling.
Q. Can I make an online booking with my credit card if I am not travelling myself ?
A. If you are not a part of the traveling party, then the passenger must carry the following:
A photocopy of both sides of the credit card, which has been self-attested by the you (Credit Card Holder) authorising the use of the card for the purchase of the ticket. For security reasons, please strike out the security CVV digits on the copy of the card.
This photocopy should also contain the name of the passenger, the date of journey and the sector on which the journey is made.
The above document MUST be produced at the time of check-in. If the passenger fails to comply with these conditions, we reserve the right to deny boarding to the passenger(s).
Q: How can I pay for my ticket online, what are the payment methods ?
A: You can use a credit card(issued by Master/ Visa), debit card or Netbanking. If your payment is successful you will receive an Itinerary receipt by email.
Q: I did not receive a booking confirmation on the page. What should I do ?
A: You should have received a copy of the receipt at the email address you entered during the booking process. Please check that the email has not gone into your Junk or Spam Mail folder. You are required to print and carry this receipt to gain access to the airport and to check-in.
If you still cannot locate the booking confirmation in your mailbox, please reach out to our customer service centre (+91 928 922 8888 or +91 120 669 9901).
Q: What can I do through Manage Booking ?
A: Manage Booking is an online initiative designed to assist you. Enter your PNR number, to:
- View your booking details
- Update your seat and meal preferences.
- Print your ticket
- View real time departure and arrival timings
Q: How do I cancel my ticket and get a refund if there’s a sudden change in travel plans ?
A: Cancellation and request for refund on tickets can be placed through our customer service centre (+91 928 922 8888 or +91 120 669 9901) up to 01 hour before the scheduled flight departure. There are no refunds on fares except taxes (Government taxes) slotted under ‘non-refundable’ and ‘promotional discount’ fares.
For refund of fares that do not fall under the ‘non-refundable’ and ‘promotional discount’ category and booked through the Internet, the amount is paid back to the credit/ debit card used for purchasing the ticket.
Q: Will I receive alerts regarding my flight details or schedule changes ?
A: In case of a flight disruption due to delay or change in flight schedule, we will send out SMS and Email alerts to you if you are booked to travel on the affected flight.
Q:How do I check-in ?
A: Check-in at the airport opens 2 hours before and closes 45 minutes prior to the scheduled departure. All boarding gates close 30 minutes prior to departure. You may check-in online or through our Mobile app (link) between 48 hours and until 2 hours prior to the scheduled departure.
Q. What do I need to show to enter the airport terminal and check-in at the counter ?
A: At the airport, you can check-in at the Vistara counter. You will be asked to provide a print-out of your itinerary along with a valid photo identity proof. Please note, you may also be required to present the credit\debit card or an attested photocopy of the card used for the ticket transaction while checking in.
The following are considered to be valid photo identification documents at airports:
- Valid Passport
- Valid Driving License
- Election Photo Identification Card
- PAN card issued by the Income Tax department.
- Photo identity card issued by the employer, being government and reputed private sector organizations.
- Valid birth certificates of infants need to be produced at the time of check-in for age proof.
Customers who cannot provide sufficient identification will be denied boarding.
Apart from this, you can also check in through our website and/or our mobile app.
Q: Can I be refused boarding if there is a discrepancy in my name or title on the booking and the photo identity card I show ?
A:Yes, boarding can be denied if the name or the title on the itinerary print-out does not match the name on the identity card. Please ensure, while booking your ticket, you fill in your details as per the information on your pre-existing identification documents.
Q: Can I do a return flight check-in ?
A: We have multiple check-in options, to help serve you more efficiently. You can opt for a self-check-in through the website or mobile app. We have an auto check-in facility for all passengers. You can also opt for a return check-in if you are flying back within 48 hours.
Q:What items I cannot carry with me on board a Vistara flight ?
A:For safety and security reasons, dry cell batteries, knives, scissors, sharp instruments, tools, fire-arms, ammunition, their toy replicas and explosives etc., are prohibited for carriage in cabin baggage. If there are medicines or toiletries you absolutely require, you can carry it with you in limited quantities.
Passengers are allowed to carry one clear, transparent, resealable, litre-sized, plastic bag containing small quantities of liquid items/gels/pastes or items of a similar consistency required during the journey. The contents will be subject to screening and all security checks. The contents of your Baggage must comply with Vistara’s security guidelines about permissible objects.
Q: Which items are not allowed to be carried as checked baggage ?
A: Items like medication, valuables and precious items (cameras, jewellery, money, electronics, etc.) and fragile and perishable items should be carried in Cabin Baggage and not as Checked Baggage. The airlines’ does not accept any responsibility for these items.
The following articles are prohibited from carriage in the Baggage due to safety reasons:
- Compressed gasses: deeply refrigerated, flammable, non-flammable and poisonous such as butane oxygen, liquid nitrogen, aqualung cylinders and compressed gas cylinders.
- Corrosives such as acids, alkalis, mercury and wet cell batteries and apparatus containing mercury.
- Explosives, munitions, fireworks and flares, ammunition including blank cartridges handguns, fireworks, pistol caps.
- Flammable liquids and solids such as lighter refills, lighter fuel, matches, paints, thinners, fire-lighters, lighters that need inverting before ignition, matches (these may be carried on the person), radioactive material, briefcases and attaché case with installed alarm devices.
- Oxidizing materials such as bleaching powder and peroxides.
- Poisons and infectious substances such as insecticides, weed-killers and live virus materials.
- Anything that possesses and/or is capable of possessing and/or emitting a conspicuous and/or offensive odour.
- Other dangerous articles such as magnetized materials, offensive or irritating materials.