This User Manual is the official reference guide for the Jet Airways Employee Claim Portal — a secure, web-based platform developed to enable former Jet Airways employees, their nominees, and legal heirs to submit their gratuity and settlement claim details in a structured, transparent, and auditable manner.
The portal is designed with simplicity at its core. Whether you are a former crew member accessing the system for the first time, or a nominee representing a deceased employee, this guide will walk you through every step of the process in clear, plain language.
This manual covers the complete end-to-end journey — from initial identity verification through to final submission and reference number generation. It includes detailed instructions for all application types, explains key processes such as OTP verification and document upload, and provides a comprehensive troubleshooting section for common errors.
This manual documents the portal as available at https://9wemployeeclaims.unisparkinnovation.com/. The portal interface is the authoritative source of truth; if any discrepancy exists between this document and the live portal, the portal takes precedence. Please notify the support team of any such discrepancy.
The Jet Airways Employee Claim Portal is an enterprise-grade web application designed for secure, structured submission of employee claim details. Built on a modern technology stack, the portal ensures data integrity, user privacy, and process transparency at every stage.
Upon navigating to the portal URL, users are presented with the Employee Claim Management Portal home screen. This screen provides two primary actions:
| Action | Purpose | Who Should Use This |
|---|---|---|
| Start Application | Initiate a new gratuity claim submission as a self-applicant (employee) or nominee | First-time applicants; employees or nominees who have not yet begun the process |
| Track Application | Check the current status of an already-submitted application using a unique reference number | Applicants who have received a reference number and wish to check progress |
The portal guides applicants through a structured, six-stage stepper-based workflow. Each stage must be completed before advancing to the next.
| Feature | Description |
|---|---|
| Identity Verification | Employee ID and PAN-based verification to authenticate applicant identity before any data is entered |
| OTP Authentication | Dual-channel OTP (mobile and email) to ensure secure session initiation |
| Auto-Fetch Employee Details | Upon successful verification, the portal auto-populates registered employee data from backend records |
| Bank Details & Consent | Applicant enters bank account details including account holder name, account number, and IFSC code. Upon entering a valid IFSC, the portal automatically fetches the corresponding bank name, branch, and location details. Applicants must also provide consent by accepting the legal disclaimer before proceeding to the next step. |
| Structured Document Upload | Guided document upload for PAN Card, Aadhaar, Cancelled Cheque and other required documents with defined size/format rules |
| Declaration Generation | A mandatory legal declaration and undertaking is presented for review and confirmation before submission |
| Full Review Screen | A comprehensive review of all entered data before final submission; no edits are possible after submission |
| Reference Number | A unique reference number is generated upon successful submission for tracking purposes |
| Application Locking | Once submitted, the application is locked and no modifications can be made without raising a support request |
| Resume Functionality | Partially completed applications can be resumed from where they were left off |
| Resubmit Functionality | Applications returned for revision can be corrected and resubmitted |
| Support Ticket System | Two-category support (Technical / Claims & Portal Assistance) with ticket-based query management |
Failure to adhere to these guidelines may result in application rejection, delays in processing, or the need to resubmit. Please review all points before initiating a new application.
Once you click Submit on the Review screen, your application is immediately locked. No edits, additions, or deletions of data or documents are possible. To make any changes post-submission, you must raise a support ticket and await administrator action. Always double-check all details before final submission.
The portal is a responsive web application and does not require any software installation. It is accessible from any modern device with an internet connection and a supported browser.
| Device Type | Compatibility | Notes |
|---|---|---|
| Desktop / Laptop (Windows, macOS) | Recommended | Optimal experience. Larger screen aids document review and form completion. |
| Tablet (iPad, Android Tablet) | Supported | Responsive layout adapts to tablet screens. |
| Mobile Smartphone | Supported with Limitations | Functional but smaller screen may reduce visibility of review tables. Desktop/laptop preferred for submission. |
| Browser | Minimum Version | Status |
|---|---|---|
| Google Chrome | Version 90+ | Fully Supported |
| Mozilla Firefox | Version 88+ | Fully Supported |
| Microsoft Edge (Chromium) | Version 90+ | Fully Supported |
| Apple Safari | Version 14+ | Fully Supported |
| Internet Explorer (all versions) | — | Not Supported |
| Opera | Version 76+ | Tested, Use with Caution |
Before starting your application, close unnecessary browser tabs and clear your browser cache if you experience any display issues. Ensure your browser is updated to the latest version for the best experience.
All documents uploaded to the portal must conform to the specifications below. Files that do not meet these requirements will be rejected by the system, and you will be prompted to re-upload a compliant file.
| Format | Extension | Recommended For | Status |
|---|---|---|---|
| PDF Document | .pdf | Multi-page documents, official letters, bank statements | Accepted |
| JPEG Image | .jpg / .jpeg | Photographs of documents, ID cards | Accepted |
| PNG Image | .png | Scanned documents, digital copies | Accepted |
| Word Document | .doc / .docx | — | Not Accepted |
| Excel / Spreadsheet | .xls / .xlsx | — | Not Accepted |
| Password-Protected Files | Any | — | Not Accepted |
| Compressed Archives | .zip / .rar | — | Not Accepted |
| Rule | Specification |
|---|---|
| Maximum File Size per Document | 1 MB (One megabytes) |
| Minimum Image Resolution | 150 DPI (dots per inch) — sufficient for clear legibility |
| Colour Mode | Colour or greyscale both accepted; full colour preferred for ID documents |
| Document Orientation | Upright/portrait orientation preferred; rotated documents may affect processing |
| File Naming | System assigns file names automatically on upload; no specific naming required from the user |
The portal supports two distinct application types. Your eligibility for each type is determined by your relationship to the former Jet Airways employee.
| Feature / Field | Self Application | Nominee Application |
|---|---|---|
| Employee ID for Verification | Applicant's own Employee ID | Deceased employee's Employee ID |
| PAN for Verification | Applicant's own PAN | Deceased employee's PAN |
| Contact Details (Mobile / Email) | Applicant's own contact details | Nominee's contact details |
| OTP Verification | Sent to applicant's mobile and email | Sent to nominee's registered mobile and email |
| Bank Account Details | Applicant's own bank account | Nominee's bank account |
| Identity Documents Required | Applicant's PAN, Aadhaar, and other specified docs | Nominee's PAN, Aadhaar, plus death certificate and relationship proof of deceased employee |
| Declaration & Undertaking | Signed by applicant (employee) | Signed by nominee on behalf of estate |
When you click Start Application from the portal home page, you will be presented with a choice screen to select either Self Application or Nominee Application. Select the option that applies to your situation before proceeding.
The Self Application workflow is intended for former Jet Airways employees applying for their own gratuity claim. Follow the steps below in sequence. The portal's stepper navigation at the top of the screen will reflect your current progress.
The first stage confirms that you are a registered Jet Airways employee in the system.
Open your browser and go to the portal URL. On the home screen, click the Start Application button.
On the application type selection screen, choose Self Application to proceed as the employee claimant.
Type your Jet Airways Employee ID exactly as it appears on your employment records or salary slip. This field is case-sensitive; use uppercase letters if required.
Enter your Permanent Account Number (PAN) in the designated field. PAN must be entered in the standard 10-character alphanumeric format (e.g., ABCDE1234F). Ensure there are no spaces.
Click the verification button. The system will cross-reference your Employee ID and PAN against registered employee records. If a match is found, your employee details will be auto-fetched and displayed on screen for your review.
Review the pre-populated information (name, date of joining, department, etc.). If the details are correct, proceed. If there are discrepancies, do not proceed — raise a support ticket via the Help section.
If the system cannot match your Employee ID and PAN, you will see an error message. This may occur if the details entered do not match records, or if your record is not yet registered in the portal database. In either case, do not attempt multiple entries. Contact the support team using the Help link at the top-right of the screen.
Following successful identity verification, the portal will initiate OTP (One-Time Password) verification to confirm your access to the registered contact details. Please refer to Section 11 of this manual for the complete OTP process documentation.
In this stage, you will confirm personal contact details and provide your bank account information for claim settlement.
Your name, date of birth, and employment details will be displayed as retrieved from employee records. These fields are read-only and cannot be edited on-screen. If corrections are needed, raise a support ticket.
Type your full bank account number. Re-enter it in the confirmation field. The portal will validate that both entries match before allowing you to proceed.
Enter the 11-character IFSC code for your bank branch. Upon entering a valid IFSC code, the portal will automatically populate the bank name and branch details. Verify that the displayed bank name and branch are correct.
A legal disclaimer will be presented at the bottom of this screen. Read the disclaimer in full, then check the acceptance box to confirm your understanding and agreement. You cannot proceed without accepting the disclaimer.
Once all fields are complete and the disclaimer is accepted, click the proceed/save button to advance to the Document Upload stage.
Your IFSC code can be found on your bank's cheque book, passbook, or online banking portal. It is also printed on a cancelled cheque. Ensure you enter the correct IFSC code for the specific branch where your account is held — not just the bank's head office code.
Upload the required supporting documents. Refer to Section 12 of this manual for a complete document-by-document upload guide, including file format and size requirements.
A mandatory legal declaration and undertaking will be generated based on your submitted information. You must review and accept this declaration before proceeding to the final review. Refer to Section 13 for full details.
The final stage presents a complete summary of all data and documents submitted across the entire application. Review every detail carefully. Once satisfied, click Submit to finalise your application. A unique reference number will be generated and displayed on screen. Refer to Section 14 for full details.
The Nominee Application workflow is for individuals submitting a claim on behalf of a deceased former Jet Airways employee. The process is similar to the Self Application but with additional requirements for nominee identity and supporting documentation.
Ensure you have the following information and documents ready before starting:
From the portal home screen, click Start Application. On the application type screen, select Nominee Application.
Enter the Employee ID of the former Jet Airways employee on whose behalf you are applying. This is the same Employee ID assigned during employment.
Enter the PAN number of the deceased employee. This is used to verify the employee record.
Upon successful verification, the portal will auto-fetch and display the employee's registered details. Review these for accuracy.
The OTP in a Nominee Application is sent to the nominee's registered mobile number and email address. You will be prompted to enter your (the nominee's) contact details if they are not already pre-filled. Refer to Section 11 for full OTP process documentation.
Enter the nominee's full name, relationship to the deceased employee, date of birth, and contact details as required.
Enter your (the nominee's) bank account number and IFSC code. The settlement will be made to this account. Confirm the account number entry. The portal will auto-fill bank and branch name on IFSC entry.
Review and accept the legal disclaimer. The disclaimer for nominee applications includes an undertaking that you are legally authorised to claim on behalf of the estate.
These stages follow the same process as the Self Application with the addition of nominee-specific documents (death certificate, relationship proof). Refer to Sections 12, 13, and 14 for full details of each stage.
If you began an application but did not complete it in a single session, the portal allows you to resume from where you left off. An application can only be resumed if it has not been formally submitted — i.e., no reference number has yet been generated.
Open the portal in your browser and click Start Application on the home screen.
Enter the same Employee ID and PAN you used when the application was originally started.
The portal will recognise that an in-progress application exists for this Employee ID. A prompt will appear offering you the option to Resume Application.
Select the Resume option. The portal will restore your application to the last completed stage. You may continue from the pending step.
Continue filling in the required information from the stage where you left off and proceed through to final submission.
The portal saves your progress at the end of each completed stage. Data entered within a partially completed stage that has not been saved may not be retained. Always click the Save & Continue button at the end of each stage to ensure your progress is stored.
In certain circumstances, the portal administration team may return a submitted application for revision and resubmission. This typically occurs when documents are found to be incomplete, illegible, or require correction following an initial review.
| Trigger | Description |
|---|---|
| Incomplete Documents | Required documents were not uploaded, or only partially uploaded |
| Illegible or Blurred Documents | Uploaded files could not be read clearly during processing review |
| Data Mismatch | Information entered in the form does not match the submitted documents |
| Incorrect Bank Details | Bank account or IFSC details submitted were found to be invalid or mismatched |
| Additional Documentation Required | Processing team requires supplementary documents not initially requested |
You will receive a notification (via registered mobile and/or email) that your application has been returned for revision, along with a reason for the return.
Navigate to the portal and enter your Employee ID and PAN on the verification screen. The system will detect the returned application.
The portal will display the resubmission option. Click Resubmit Application to open your previously submitted application for editing.
Read the return reason carefully. Navigate to the relevant section(s) of the application and make the required corrections — update documents, correct data entries, or provide additional information as requested.
After making corrections, proceed to the Review screen, verify all data, and click Submit. Your application will be resubmitted with the same reference number.
During resubmission, only the sections flagged for correction may be editable. Sections that have been approved during the initial review may remain locked. Do not attempt to modify any data in locked sections. If you believe a locked section requires correction, raise a support ticket.
OTP (One-Time Password) verification is a critical security measure that confirms you have access to the registered contact details associated with the employee record. This step ensures that only authorised individuals can complete the application process.
Upon successful identity verification (Employee ID + PAN), the portal automatically triggers OTP generation and dispatch. OTPs are sent via two channels simultaneously:
After identity verification, the portal will display the OTP input screen. The registered mobile number and email address (partially masked for security) will be shown.
Check your registered mobile for the SMS OTP and your registered email for the email OTP. Both OTPs may arrive within a few seconds to a few minutes depending on network conditions.
Type the numeric OTP received via SMS into the Mobile OTP field on screen. Do not share this OTP with anyone.
Type the numeric OTP received via email into the Email OTP field on screen.
Click the Verify button. If both OTPs are correct and within the validity window, verification will succeed and you will proceed to the next stage.
| Parameter | Value | Notes |
|---|---|---|
| OTP Validity Period | 5 minutes from dispatch | OTPs expire after 5 minutes. If not entered within this window, request a new OTP. |
| OTP Length | 6 digits (numeric) | Do not include spaces or characters. |
| Resend OTP | Available after 3 minutes | Click "Resend OTP" on screen after the countdown timer expires. A new OTP invalidates the previous one. |
| Maximum Attempts | Refer to portal policy | Excessive failed OTP attempts may temporarily lock the session. Wait and try again, or contact support. |
Jet Airways and the portal team will never ask you for your OTP over phone, email, or any other channel. If anyone requests your OTP, treat it as a fraudulent communication and report it to the support team immediately.
Stage 4 of the application requires the upload of supporting documents. Each document type is assigned a dedicated upload slot within the portal. The system validates each uploaded file against format and size rules before acceptance.
| # | Document | Format | Max Size | Notes |
|---|---|---|---|---|
| 1 | PAN Card | PDF / JPG / PNG | 1 MB | Must display full name, PAN number, and date of birth clearly |
| 2 | Aadhaar Card | PDF / JPG / PNG | 1 MB | Both front and back; can be a single PDF or two separate image files |
| 3 | Cancelled Cheque | PDF / JPG / PNG | 1 MB | Must display account number, IFSC code, and account holder name. Passbook front page also accepted. |
| 4 | Additional Documents | PDF / JPG / PNG | 1 MB each | As specified by the portal for your specific case or employment category |
| # | Document | Format | Max Size | Notes |
|---|---|---|---|---|
| 1–3 | All documents listed above for Self Application | — | — | Applicable to the nominee's own identity and bank documents |
| 4 | Death Certificate of Deceased Employee | PDF / JPG / PNG | 1 MB | Government-issued; must be certified/attested if required by your region |
| 5 | Legal Heirship / Succession Certificate | PDF / JPG / PNG | 1 MB | Court-issued or government-issued certificate establishing right to claim |
| 6 | Relationship Proof | PDF / JPG / PNG | 1 MB | Marriage certificate, birth certificate, or other official relationship documentation |
On the Document Upload screen, each required document has a clearly labelled upload box. Identify the slot corresponding to the document you wish to upload.
Click the upload button or drag and drop your file into the designated area. Your device's file selector will open.
Navigate to the saved file on your device and select it. Ensure it is the correct file and in an accepted format (PDF, JPG, or PNG).
The portal will display an upload progress indicator. Once complete, a confirmation tick or success indicator will appear next to the upload slot. If an error message appears, review the reason and upload a corrected file.
Repeat the process for each required document. Mandatory document slots must be completed before you can advance to the next stage.
Stage 5 presents a mandatory Declaration and Undertaking that must be read and accepted before the application can proceed to final review. This declaration is a legally binding statement confirming the accuracy of information submitted and authorising the claim processing.
The declaration text will be displayed on screen. Scroll through and read each clause carefully. Do not accept without reading — this is a legal undertaking.
At the bottom of the declaration text, check the confirmation checkbox labeled "I have read and agree to the above Declaration and Undertaking" (or similar wording as shown on screen).
Once the checkbox is selected, the proceed button will become active. Click it to advance to the Review & Submission stage.
By accepting the Declaration and Undertaking, you are entering into a legal agreement. If you have any questions or concerns about the content of the declaration, seek independent legal advice before proceeding. The portal team cannot advise on the legal implications of the declaration.
Stage 6 — the Review screen — is the final checkpoint before your application is formally submitted. This screen consolidates all information entered across every stage of the application into a single, reviewable summary.
Once you click Submit on the Review screen, your application is immediately and permanently locked. No modifications of any kind are possible after this point without administrator intervention via a formal support request. Review every section carefully before submitting.
| Section | Information Shown |
|---|---|
| Employee Details | Name, Employee ID, PAN, employment period, department |
| Contact Details | Registered mobile number, email address |
| Bank Details | Account number (partially masked), IFSC code, bank name, branch name |
| Uploaded Documents | List of all uploaded documents with file names and upload status indicators |
| Declaration Status | Confirmation that declaration has been accepted |
On the Review screen, you may see Edit or Back buttons next to each section. You can use these to return to a prior stage and make corrections. After editing, you will return to the Review screen to verify the updated information.
Carefully read through every section on the Review screen. Pay particular attention to bank account details and uploaded document statuses.
If any information requires correction, click the corresponding edit/back button, make the correction, and return to the Review screen.
Once you are completely satisfied with all information, click the Submit (or equivalent) button. A confirmation prompt may appear — confirm your intent to submit.
Upon successful submission, the portal will display a unique Reference Number for your application. This number is essential for all future tracking and support queries. Note it down or take a screenshot immediately.
Upon successful submission, a unique Reference Number is generated by the portal. This number serves as the primary identifier for your application throughout the processing lifecycle.
| Status | Meaning | Next Action |
|---|---|---|
| Submitted | Application has been received and is in the initial queue | No action required. Await status update. |
| Under Review | Application is being reviewed by the processing team | Ensure your contact details are active; you may be contacted for additional information. |
| In Processing | Application has passed initial review; financial processing is underway | No action required. Settlement will follow upon completion. |
| Returned for Revision | Application has been returned; corrections or additional documents are needed | Log in and select Resubmit Application. See Section 10. |
| Approved | Application has been approved; payment processing will commence | No action required. Await payment to registered bank account. |
| Settled | Settlement has been disbursed to the registered bank account | Verify receipt. If payment not received, raise a support ticket. |
Open the portal URL in your browser. On the home screen, click Track Application.
Type the unique reference number generated at the time of your application submission into the provided field.
Click the search/track button. The portal will retrieve and display the current status of your application.
Your reference number is the only identifier needed to track your application status. It is also required when raising any support ticket related to your application. Store it securely — in a note, screenshot, or email to yourself. The portal may not be able to retrieve your reference number if it is lost.
If you encounter any issues, have questions about the portal, or require assistance at any stage of your application, the portal provides a structured support system accessible at any time via the Help (?) icon located in the top-right corner of every portal page.
The portal offers two distinct support categories. Select the one most appropriate to your query:
On any portal page, click the Help or Support link. This navigates to the Support home page at /support.
Choose either Technical Support or Claims & Portal Assistance based on the nature of your query.
Fill in all required fields: your name, Employee ID, registered contact details, reference number (if applicable), and a detailed description of your issue or query.
Review your ticket entry and click Submit. A ticket reference number will be generated. Note this for follow-up.
The support team will review your ticket and respond via your registered email address. Response times vary based on query type and volume.
The Jet Airways Employee Claim Portal is designed and operated in accordance with applicable data protection and privacy regulations. The security of your personal and financial information is a fundamental priority of the portal infrastructure.
| Security Measure | Description |
|---|---|
| HTTPS / TLS Encryption | All data transmitted between your browser and the portal is encrypted using industry-standard TLS (Transport Layer Security) |
| OTP Authentication | Dual-channel OTP verification ensures that only authorised individuals can initiate and progress applications |
| Session Management | Sessions are time-limited and automatically expire after a period of inactivity to prevent unauthorised access on shared devices |
| Access Controls | Employee data is accessible only to authorised personnel with role-based access restrictions |
| Document Encryption | Uploaded documents are stored in encrypted form in secure, access-controlled storage environments |
| Audit Logging | All actions taken on the portal are logged for audit and compliance purposes |
The portal collects only the information necessary to process your gratuity claim, including:
Submitted data and documents are retained for the period required by applicable financial and legal regulations, and as necessary for the resolution of any disputes or queries related to your claim. Data is not retained beyond the legally mandated period.
This section provides resolution steps for the most commonly encountered issues on the portal. If your issue is not covered here, raise a support ticket via the Help section.
| Issue | Probable Cause | Resolution Steps |
|---|---|---|
| Portal page does not load | Browser cache issue, network connectivity, or browser incompatibility | Clear browser cache and cookies; try a different supported browser; check internet connectivity; disable browser extensions temporarily |
| Employee ID / PAN verification fails | Incorrect entry; record not registered; PAN mismatch in records | Double-check entry against employment documents; ensure no leading/trailing spaces; if persistent, raise a Claims support ticket |
| OTP not received (mobile) | DND mode enabled; network issue; incorrect registered number | Check DND status; wait 2 minutes and resend; verify displayed number is correct; raise Technical Support ticket if number is wrong |
| OTP not received (email) | Email in spam; incorrect registered email; email server delay | Check spam/junk folder; wait 2 minutes and resend; raise Technical Support ticket if email is inaccessible |
| OTP expired before entry | More than 10 minutes elapsed between OTP dispatch and entry | Click "Resend OTP" to generate a new OTP. Enter it promptly within the validity window |
| IFSC code not recognised | Incorrect IFSC code; unsupported bank; IFSC database not updated | Verify IFSC from your cheque/passbook/bank app; ensure all 11 characters are entered correctly with no spaces; try a different browser |
| File upload fails / error message | File too large; unsupported format; slow connection; corrupted file | Check file size (max 5 MB); check format (PDF/JPG/PNG only); compress if needed; retry on a stable connection |
| Page freezes during upload | Large file size; slow internet connection; browser issue | Wait for the upload to complete (do not refresh); if frozen for over 5 minutes, clear cache, reload portal, and retry |
| Cannot proceed past a stage | Mandatory field not completed; document not uploaded; disclaimer not accepted | Look for red error indicators or highlighted fields on the current screen; complete all mandatory items before clicking Continue |
| Session expired | Period of inactivity exceeded the session timeout limit | Log back in using your Employee ID and PAN. Your saved progress (from completed stages) will be retrievable via the Resume Application function |
| Application locked after submission | Intended behaviour — submitted applications are locked | If changes are required post-submission, raise a Claims & Portal Assistance support ticket. Administrator intervention is required for post-submission modifications |
| Reference number not displayed after submission | Page refresh/close before reference number was displayed; display error | Check registered email for submission confirmation. If not received, raise a Claims & Portal Assistance support ticket with your Employee ID and submission date |
For most browser-related issues, performing a cache clear (Ctrl+Shift+Delete in most browsers) and retrying in a fresh browser window resolves the problem. Ensure you are using a supported, up-to-date browser as specified in Section 04.
For all queries, issues, and support requests, the primary channel is the in-portal Support Ticket system at /support. Alternatively, refer to the contact channels below.
Support tickets are monitored during business hours. For the most current information regarding support availability, response time commitments, and escalation procedures, visit the Support section of the portal at https://9wemployeeclaims.unisparkinnovation.com/support.
The following terms are used throughout this manual and the portal. Refer to this glossary if you encounter terminology that is unclear.
Jet Airways India Limited — Employee Information Portal