In a major step towards strengthening passenger-centric governance in civil aviation, the Ministry of Civil Aviation (MoCA) has established a 24×7 Passenger Assistance Control Room (PACR) to ensure faster, coordinated and real-time resolution of air passenger grievances. Since becoming operational on December 03, 2025, the PACR has already facilitated the resolution of over 13,000 passenger grievances, reflecting the Government’s commitment to responsive, transparent and accountable service delivery.
Responding to Rapid Growth in India’s Aviation Sector
India’s civil aviation sector has witnessed phenomenal expansion over the past decade, particularly during the last eleven years, resulting in a sharp rise in passenger traffic and connectivity. While this growth has strengthened mobility and economic activity, it has also led to challenges such as flight delays, cancellations, refund disputes, baggage issues, congestion, long queues and inadequate passenger facilities during peak hours.
These persistent issues highlighted the need for a structured, unified and real-time response mechanism capable of addressing passenger concerns promptly and effectively.
PACR: A Permanent, Round-the-Clock Passenger Support Mechanism
Recognising this need, the Ministry of Civil Aviation, under the leadership of Hon’ble Civil Aviation Minister Shri Ram Mohan Naidu, established the Passenger Assistance Control Room (PACR) as a permanent, institutionalised solution.
The initiative is spearheaded by MoCA Secretary Shri Samir Kumar Sinha, with the objective of creating a future-ready, integrated passenger assistance and crisis response system.
“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 Shri Samir Kumar Sinha.
Integrated Hub for Real-Time Coordination
Located at Udaan Bhawan, New Delhi, the PACR functions as an integrated operational hub, bringing together officials from:
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Ministry of Civil Aviation
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Directorate General of Civil Aviation (DGCA)
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Airports Authority of India (AAI)
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Airline operators and other key aviation stakeholders
The physical presence of airline representatives within the Control Room enables immediate coordination and on-the-spot resolution of passenger issues, significantly reducing response time.
Technology-Driven Grievance Handling through AirSewa
The PACR has been fully integrated with the AirSewa grievance redressal platform, allowing seamless handling of passenger complaints received through digital channels.
An omni-channel technology backbone converts passenger inputs—calls, online complaints and messages—into actionable cases. These are supported by data-driven dashboards providing real-time visibility into:
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Nature of grievances
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Timelines for resolution
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Actions taken by stakeholders
This enables evidence-based decision-making and continuous performance monitoring.
Measurable Impact: 13,000+ Grievances Resolved
Shri Samir Kumar Sinha expressed satisfaction over the PACR’s performance, noting that:
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Over 13,000 passenger grievances have been resolved since December 03, 2025
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500+ call-based interventions have directly assisted passengers during operational disruptions
Priority is given to grievances related to flight delays, cancellations, refunds and baggage, which are addressed strictly in accordance with the Passenger Charter.
Passenger-First Vision at the Core
The PACR is anchored in a clear and well-defined vision to place the passenger at the centre of India’s civil aviation ecosystem. Its guiding principles include:
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Passenger First
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Collaborative Action
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Stakeholder Convergence
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Future-ready, technology-driven operations
This framework ensures scalability, transparency and sustained improvement in passenger assistance.
Leadership Oversight and Continuous Improvement
Demonstrating strong leadership commitment, Shri Samir Kumar Sinha personally visits the PACR daily to review operations and ensure timely redressal of grievances. The support of the Chairman, AAI; Joint Director General, DGCA; Deputy Director General, MoCA, and other senior officials has been instrumental in the PACR’s effective functioning.
The Ministry has received positive feedback from passengers and stakeholders, citing improved speed, transparency and accountability in grievance resolution.
Conclusion
The establishment of the Passenger Assistance Control Room (PACR) marks a significant milestone in India’s civil aviation governance. By combining round-the-clock monitoring, inter-agency coordination and advanced technology, the PACR is transforming passenger grievance redressal into a faster, more empathetic and transparent process. The Ministry of Civil Aviation has reaffirmed its commitment to further strengthening the PACR with enhanced manpower, technology and infrastructure—ensuring that India’s rapidly growing aviation sector remains firmly passenger-first.
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Source: PIB
