The Ministry of Civil Aviation (MoCA) has established a permanent, 24x7 Passenger Assistance Control Room (PACR) to accelerate the redressal of air passenger grievances, responding to the rapid growth of India’s aviation sector and the associated rise in service-related complaints.

India’s aviation industry has expanded significantly over the past decade, particularly in the last eleven years, resulting in higher passenger volumes and improved connectivity. However, this growth has also brought persistent challenges such as flight delays, cancellations, refund disputes, baggage issues, congestion, long queues and inadequate facilities during peak hours, highlighting the need for a coordinated, real-time response mechanism.

Recognising these challenges, the Ministry, under the leadership of Ram Mohan Naidu,  Minister of Civil Aviation, has operationalised the PACR as a unified, future-ready platform for passenger assistance and crisis response. The initiative is spearheaded by Samir Kumar Sinha, Secretary, Ministry of Civil Aviation.

Located at Udaan Bhawan in New Delhi, the PACR functions as an integrated hub bringing together officials from the Ministry of Civil Aviation, Directorate General of Civil Aviation (DGCA), Airports Authority of India (AAI), airline operators and other key stakeholders. “The PACR operates round-the-clock, continuously monitoring aviation operations, attending to passenger calls and coordinating real-time assistance and grievance resolution very efficiently and effectively,” said Samir Kumar Sinha, Secretary, Ministry of Civil Aviation.

The AirSewa platform has been fully integrated with the PACR, enabling omni-channel grievance handling supported by data-driven dashboards that provide live visibility on complaint types, timelines and stakeholder actions. The presence of airline representatives within the Control Room allows immediate coordination and on-the-spot resolution.

As of now, more than 13,000 passenger grievances have been resolved since December 03, 2025, along with over 500 call-based interventions during operational disruptions. Issues related to delays, cancellations, refunds and baggage are prioritised in line with the Passenger Charter.

The PACR reflects MoCA’s passenger-first approach, guided by collaborative action, stakeholder convergence and a technology-driven framework. “The Ministry of Civil Aviation reaffirmed its commitment to further strengthen the PACR by providing dedicated manpower, enhanced technological support and improved logistical facilities,” said Samir Kumar Sinha, Secretary, Ministry of Civil Aviation.

News source: PIB