VimanPravas

Grievance Officer

Last updated: April 8, 2026 | As required under the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023

At VimanPravas, we are committed to providing a transparent, fair, and efficient grievance redressal mechanism for all our users. In compliance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023, we have appointed a Grievance Officer to address your concerns.

1. What You Can Report

You may contact the Grievance Officer for complaints or concerns relating to:

• Booking-related issues — incorrect fares, booking errors, duplicate bookings, PNR discrepancies
• Refund disputes — delayed refunds, incorrect refund amounts, non-receipt of refunds
• Payment issues — payment failures, double deductions, unauthorised charges
• Service quality — poor customer support experience, unresolved support tickets
• Privacy & data concerns — unauthorised use of personal data, data breach concerns, requests for data access/deletion/correction
• Content concerns — objectionable content, misinformation, or intellectual property violations on the Platform
• Account issues — unauthorised access, account suspension disputes
• Any other matter related to the services provided by VimanPravas

2. How to File a Grievance

3. Response & Resolution Timelines

We acknowledge your grievance within 24 hours and aim to resolve it within 15 days.

4. What Happens After You File a Grievance

• Your grievance is assigned a unique reference number and logged in our internal tracking system.
• The Grievance Officer reviews the complaint, gathers relevant information from internal teams, airlines, or payment partners as needed.
• You will be contacted if additional information or documentation is required from your end.
• A detailed response with the resolution or action taken is communicated to you via email.
• If the grievance involves a third party (airline, payment gateway), the resolution may depend on their response timeline. We will keep you updated on the status.

5. Escalation Mechanism

If you are not satisfied with the resolution provided by the Grievance Officer, you may escalate your complaint through the following channels:

5.1 Internal Escalation

Write to the management at info@vimanpravas.com with the subject "Escalation — [Grievance Reference Number]". The management will review the case and respond within 15 days.

5.2 External Escalation

• National Consumer Helpline: Call 1800-11-4000 or visit consumerhelpline.gov.in
• Consumer Disputes Redressal Forum: You may file a complaint with the District Consumer Disputes Redressal Forum in Pune, Maharashtra, or your local jurisdiction.
• Data Protection Board of India: For data privacy related grievances, once established under the DPDP Act, 2023, you may approach the Data Protection Board of India.
• Directorate General of Civil Aviation (DGCA): For aviation-specific complaints related to airline services, you may contact DGCA at dgca.gov.in

6. Data Privacy Grievances

For grievances specifically related to the processing, storage, or sharing of your personal data, the Grievance Officer also serves as the Data Protection Officer. You may:

• Request access to the personal data we hold about you
• Request correction of inaccurate or incomplete data
• Request deletion of your personal data (subject to legal retention requirements)
• Withdraw consent for non-essential data processing
• Request information about third parties with whom your data has been shared

All data privacy requests must be submitted via email to info@vimanpravas.com with the subject "Data Privacy Request." Identity verification will be required before processing.

7. Our Commitment

• We take every grievance seriously and are committed to fair, transparent, and timely resolution.
• No user shall face any adverse consequences for filing a genuine grievance.
• All grievances are treated with confidentiality and handled in accordance with applicable laws.
• We continuously review and improve our grievance redressal processes based on user feedback.

8. Company Information

© 2026 Smile Holidays. All rights reserved. VimanPravas is a registered brand of Smile Holidays, Pune.