MoCA Sets up 24x7 Passenger Assistance Control Room for Flyers

29 Dec 2025 CW Team

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

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

Real Estate

27 Jan 2026

A Paradigm Shift

The Indian real-estate and construction sector, which employs a significant number of organised and unorganised workers in the country, has embarked on a paradigm shift in its regulatory framework from an employment law perspective. With the four Labour Codes – the Code on Wages, 2019 (Wage Code); the Industrial Relations Code, 2020 (IR Code); the Code on Social Security, 2020 (SS Code) and the Occupational Safety, Health and Working Conditions Code, 2020 (OSH Code) – coming into effect in India from November 21, 2025, the industry is shifting away from a fragmented, contractor- driven com..

Technology

27 Jan 2026

We offer end-to-end traceability at scale

mjunction has evolved from an e-auction pioneer into a multi-vertical digital commerce platform with deep expertise in complex steel and coal supply chains. Its end-to-end, AI-led architecture focuses on price discovery, traceability, compliance and scalability, enabling transparent procurement, efficient logistics and data-driven decision-making across geographies. Vinaya Varma, MD, shares more about the company in conversation with CW.From a technology standpoint, what are the core USPs of mjunction today that differentiate it in steel and coal supply chains?mjunction has evolved b..

Infrastructure Urban

27 Jan 2026

Henkel, Rotary Recycle PoP Ganesha Idols Under Project HARMONY

Henkel India, in partnership with the Rotary Club of Navi Mumbai – Joy of Giving and with support from the Navi Mumbai Municipal Corporation (NMMC), has advanced circular sustainability through Project HARMONY by recycling Plaster of Paris (PoP) Ganesha idols into community learning assets. The initiative highlights an integrated approach to environmental restoration and social impact.As part of the project, materials collected after Ganesh Visarjan 2025 at Nerul were responsibly diverted from land and water bodies and processed at an authorised recycling facility, with on-ground execution s..