Travel booking scam complaint process: steps and timeline
By Advocate Panchanand Shaw, Bar Council of West Bengal · Published 2 Nov 2026 · Court process
To file a travel booking scam complaint in India, call 1930, report on cybercrime.gov.in, write to your bank and the travel company, and file an FIR under BNS 2023 section 318. Carry payment proof, booking records, chat logs and the fake agent's details. Act within 48 hours to freeze the money.
To file a travel booking scam complaint in India, call 1930, report on cybercrime.gov.in, write to your bank and the travel company, and file an FIR under BNS 2023 section 318. Carry payment proof, booking records, chat logs and the fake agent's details. Act within 48 hours to freeze the money. The complaint process has four stages: reporting, bank action, police investigation, and court proceedings.
Each stage has its own documents and timelines. Missing a stage weakens the next one. For example, a bank cannot freeze an account without a written complaint and a transaction reference. A magistrate cannot direct investigation without proof that the police refused or delayed. This guide sets out the process in the order you should follow it, the documents each stage requires, and the points where cases usually fail.
What the law says
The offence is cheating under BNS 2023 section 318. If an agent was entrusted with money and misappropriated it, section 316 applies. If the scammer forged a ticket or invoice, section 336 applies. If the scammer threatened you, section 351 applies. The IT Act 2000 sections 66, 66C and 66D apply where a computer resource or fake identity was used. Section 66C covers identity theft; section 66D covers cheating by personation. The IT Act is important because it lets the police request logs from platforms, websites and payment gateways.
The procedure is in the BNSS 2023. Section 173 requires the police to register an FIR for a cognizable offence. Section 175(3) allows a magistrate to order investigation if the police refuse. Section 35 deals with arrest and bail. Section 187 allows attachment of property. Section 480 provides for victim compensation. Section 482 covers appeals. Section 528 deals with victim compensation schemes. The BSA 2023 section 63 governs electronic evidence; you need a certificate when producing screenshots or chat records. The RBI directions on unauthorised electronic transactions set timelines for banks and limit your liability when you report promptly.
A complaint is a chain. A weak first link weakens every link after it.
The complaint process, phase by phase
Phase 1: Report to 1930 and cybercrime.gov.in
Call 1930 as soon as you suspect the fraud. The helpline records the complaint and can initiate a transaction freeze. Have the transaction IDs, the recipient account number or UPI handle, the amount, and the scammer's phone number ready. Then file a written complaint on cybercrime.gov.in. Choose the financial fraud category. Upload screenshots of the advertisement, the chat, the payment confirmation and the fake ticket. Note the acknowledgement number. This number is useful at every later stage.
Phase 2: Write to the bank and the travel company
Send a written complaint to your bank and to the recipient bank's nodal officer. State the transaction details and request a freeze under the RBI directions. Attach the cybercrime acknowledgement. Keep proof of delivery. If you paid by credit card, also request a chargeback. If you paid through a payment gateway, write to the gateway's grievance officer. Separately, write to the travel company or airline whose name was misused. Ask them to confirm in writing that no booking exists. That written denial is strong evidence.
Phase 3: File the FIR at the police station
Visit the police station with a printed copy of the online complaint, ID proof, address proof, and all evidence. Ask for a copy of the FIR. The police must register it under BNSS 2023 section 173 for a cognizable offence. If the police treat the matter as a civil dispute and refuse, ask for the refusal in writing. You can then file a complaint before the magistrate under BNSS 2023 section 175(3). The magistrate may examine you on oath and direct the police to investigate.
Phase 4: Follow up and use court remedies
After the FIR, follow up with the investigating officer. Provide any new evidence. If the police fail to investigate, you can approach the magistrate under section 175(3) or the Superintendent of Police. If the case reaches trial, the prosecution must prove the offence beyond reasonable doubt. You can engage a lawyer to assist. You can also file a civil suit for recovery of money. The civil suit can proceed alongside the criminal case. Under BNSS 2023 section 480, the criminal court can order compensation. Under section 482, you can appeal if the compensation is inadequate.
How to write the complaint
Write the complaint in plain language and in chronological order. Start with your name, address and contact details. State when and how you found the travel offer. Name the platform or person who advertised it. Describe the conversation and the promises made. State the exact amount, the date, the payment method and the transaction reference. Attach copies of the advertisement, the chat, the invoice, the payment confirmation and the fake ticket. State what you have already done, such as calling 1930 or writing to the bank. End with a clear request: register an FIR under BNS 2023 section 318 and IT Act 2000 sections 66C and 66D, and investigate. Sign and date the complaint. Keep a copy.
A good complaint does not need legal jargon. It needs facts, dates, amounts and documents. Avoid emotional language and avoid guessing. If you do not know the scammer's real name, say so. If you only have a phone number or a UPI handle, give that. The police can trace it. If you have the advertisement URL, give the full URL and the date you saw it. If the platform removed the listing, say when. These details help the police request server logs before they are deleted.
If the bank refuses to freeze the account
A bank may refuse to freeze an account if the complaint is incomplete or if the funds have already been withdrawn. If your bank refuses, ask for the refusal in writing with reasons. Then escalate to the bank's nodal officer and to the RBI's consumer education and protection cell. Cite the RBI directions on unauthorised electronic transactions and the timeline for resolving complaints. If the bank still refuses, you can file a complaint with the banking ombudsman. Keep a copy of every email and letter. In court, the refusal letter shows that you acted promptly and that the bank had notice.
Documents and timelines
| Stage | Who to contact | Documents | Timeline |
|---|---|---|---|
| Initial report | 1930 and cybercrime.gov.in | Transaction IDs, screenshots, scammer contact | Within 24-48 hours |
| Bank action | Your bank and recipient bank nodal officer | Written complaint, payment proof, ID | Immediately |
| Travel company | Airline, hotel or agency grievance officer | Booking reference, fake ticket, written request | Within 7 days |
| FIR | Local police station | Online complaint copy, ID, address proof, evidence | As soon as possible |
| Magistrate complaint | Magistrate under BNSS s 175(3) | FIR refusal, complaint, evidence | If police refuse or delay |
| Civil suit | Civil court | Booking records, payment proof, legal notice | Within limitation period |
What decides the outcome
The outcome depends on how quickly you report, how complete your documents are, and whether the recipient account can be frozen. A complaint filed within hours gives the bank a chance to freeze the funds. A complaint filed after a week often finds the account empty. The quality of your evidence matters too. A bank statement with a matching UPI reference, a screenshot of the advertisement with the URL and date, and a written denial from the airline are strong. A verbal account without documents is weak.
The forum also matters. A police complaint can lead to a freeze and a criminal case. A civil suit can lead to a money decree. The RBI directions affect bank liability. If you reported within the specified period, your liability may be limited. The scammer's location affects the speed of investigation. If the scammer is in another state or outside India, the police may need to route the request through other agencies. Finally, whether you pursue criminal and civil remedies together affects pressure on the scammer. A criminal case can lead to a settlement; a civil suit provides a direct route to recover money.
Following up after the FIR
Filing the FIR is not the end of the process. Ask the investigating officer for the case number and the officer's name. Provide a single folder with all documents, indexed and numbered. Keep a copy. Follow up every week, in writing if possible. If the officer asks for more documents, provide them promptly. If the officer says the case is civil, repeat that cheating is a criminal offence under BNS 2023 section 318 and that the IT Act 2000 sections 66C and 66D apply. If the officer does not act, write to the Superintendent of Police and then to the magistrate under BNSS 2023 section 175(3).
If the police recover the money or the scammer offers a settlement, do not accept cash without a written agreement. A settlement should state the amount, the timeline and the consequences of default. If the case is pending in court, the settlement may need to be recorded before the magistrate. A lawyer can draft the agreement and ensure that it does not undermine the criminal case. If the scammer is arrested, you can apply for compensation under BNSS 2023 section 480. If the trial ends in conviction, the court can order compensation. If the compensation is inadequate, you can appeal under section 482.
Common mistakes
- Filing only a police complaint and not informing the bank. The bank cannot freeze the account without a written complaint.
- Not getting the airline or hotel to confirm the booking is fake. A written denial is strong evidence.
- Waiting for the travel date. Report as soon as you suspect the fraud.
- Deleting chats or screenshots. These are electronic evidence under BSA 2023 section 63.
- Not asking for a copy of the FIR. Without it, you cannot prove that you reported.
- Ignoring the magistrate route. If the police refuse, section 175(3) gives you a remedy.
- Paying a recovery agent. This is a second scam.
When to involve a lawyer
You should consult a lawyer if the police refuse to register your FIR, if the loss is large, if the scammer is outside your state or outside India, if you need a BSA 2023 section 63 certificate, or if you want to pursue civil recovery. A lawyer can draft the complaint, send the legal notice, file the magistrate complaint under BNSS 2023 section 175(3), and represent you in the civil suit. For a Kolkata-focused guide, see our cyber crime lawyer in Kolkata page. For court-related queries, see our bail and civil litigation pages.
Need help with a cyber crime matter?
Tell me what happened and I will tell you what to file, where, and by when. First conversation is free.
Call +91-9007000603 WhatsAppFrequently asked questions
What is the first step in a travel booking scam complaint?
Call 1930 and file a complaint on cybercrime.gov.in. Provide the transaction IDs, the recipient account or UPI handle, the amount, and the scammer's contact details. Upload screenshots of the advertisement, the chat and the fake ticket. Note the acknowledgement number. This starts the freeze process and creates a record you will use at the bank and the police station.
Which documents do I need for a travel scam FIR?
Carry a printed copy of the cybercrime complaint, your ID proof, address proof, bank statement, payment confirmation, the fake ticket or booking voucher, chat screenshots, the advertisement URL, and the scammer's phone number. If the airline or hotel confirmed in writing that no booking exists, attach that too. Keep a copy of the FIR.
How long does it take to register a travel booking scam FIR?
The police must register an FIR immediately for a cognizable offence under BNSS 2023 section 173. In practice, some stations take a few hours to record the complaint. If the police refuse or delay, you can file a complaint before the magistrate under BNSS 2023 section 175(3). The magistrate may examine you on oath and direct investigation.
Can the bank freeze the scammer's account after I complain?
Yes, if you report quickly. The RBI directions on unauthorised electronic transactions require banks to act on written complaints. Give the exact transaction reference and the recipient account or UPI handle. The bank can freeze the account if the funds are still there. If the money has been withdrawn, the bank may still provide records that help the police trace it.
What if the police treat my travel scam as a civil dispute?
Insist that cheating under BNS 2023 section 318 is a criminal offence. Ask for the refusal in writing. Then file a complaint before the magistrate under BNSS 2023 section 175(3). Attach your earlier complaint, the refusal, and all evidence. The magistrate can direct the police to investigate. You can also file a civil suit for recovery at the same time.
Can I file a complaint if I paid by credit card?
Yes. Report to 1930 and cybercrime.gov.in, and also request a chargeback from your card issuer. A chargeback can reverse the payment if the merchant cannot prove the booking was genuine. Keep the transaction reference, the invoice and the fake ticket. The card issuer will investigate. A chargeback does not replace a police complaint, so file both.
What if the travel scam happened outside my state?
You can file the complaint where the payment was made or where you reside. The police can transfer the case or request assistance from the other state's cyber crime cell. If the scammer is outside India, the police may route the request through international cooperation channels. A lawyer can help you file the complaint in the right jurisdiction and follow up.
Information for general guidance only and not legal advice. Provisions cited follow the Information Technology Act 2000, the Bharatiya Nyaya Sanhita 2023 and the Bharatiya Nagarik Suraksha Sanhita 2023.
Related articles
Cyber crime lawyer in your city · Bank account freeze help · Contact