MoCA establishes Passenger Assistance Control Room (PACR) to accelerate passenger grievance redressal

• PACR operates round-the-clock, continuously monitoring aviation operations, says MoCA Secretary Samir Kumar Sinha
• 13,000 grievances resolved through focused monitoring and expedited interventions since December 03, 2025
• PACR anchored in a clear vision to place passenger at centre of India’s civil aviation ecosystem

New Delhi: India’s aviation sector has recorded remarkable growth over the past decade, especially during the last eleven years, resulting in a significant increase in passenger traffic and enhanced air connectivity. While this expansion has delivered notable achievements, it has also led to recurring challenges such as flight delays, refund-related complaints, baggage issues, congestion, long queues and insufficient passenger facilities during peak hours. These concerns highlighted the necessity for a structured, coordinated and real-time response system to effectively address passenger-centric issues.

Acknowledging these pressing requirements, the Ministry of Civil Aviation, under the leadership of Hon’ble Civil Aviation Minister Shri Ram Mohan Naidu, decided to set up a permanent, 24×7 Passenger Assistance Control Room (PACR). The initiative is being driven by the Secretary, Ministry of Civil Aviation, Shri Samir Kumar Sinha, with the aim of institutionalising a unified, future-ready mechanism for passenger support and crisis management.

Secretary Shri Samir Kumar Sinha stated that the PACR operates as an integrated hub, bringing together officials from the Ministry of Civil Aviation, the Directorate General of Civil Aviation (DGCA), the Airports Authority of India (AAI), airline operators and other key stakeholders under one roof at Udaan Bhawan, New Delhi. “The PACR functions round the clock, continuously monitoring aviation operations, attending to passenger calls and coordinating real-time assistance and grievance redressal in a highly efficient and effective manner,” he said.

The AirSewa platform has been fully integrated with the PACR, enabling seamless handling of passenger grievances received through the system. An omni-channel technology framework converts passenger inputs into actionable cases, supported by data-driven dashboards that provide real-time visibility of grievance categories, timelines and stakeholder actions. The physical presence of airline representatives within the Control Room ensures immediate coordination and swift, on-the-spot resolution of issues.

The Secretary expressed satisfaction that, so far, more than 13,000 passenger grievances have been resolved through focused monitoring and expedited interventions at the PACR since December 03, 2025. Additionally, over 500 call-based interventions have been carried out to directly assist passengers during operational disruptions. Complaints related to flight delays, cancellations, refunds and baggage are prioritised and addressed in line with the provisions of the Passenger Charter.

The PACR is built on a clear vision of placing passengers at the core of India’s civil aviation ecosystem. It is guided by the principles of Passenger First, Collaborative Action, Stakeholder Convergence and a future-ready, technology-driven framework that enables real-time coordination, data-backed decision-making and scalable operations for continuous improvement in passenger assistance.

Shri Samir Kumar Sinha personally visits the PACR daily to review its functioning and ensure the prompt resolution of passenger grievances. The leadership and support of the Chairman, Airports Authority of India; the Joint Director General, DGCA; the Deputy Director General, MoCA; and other senior ministry officials have played a crucial role in its effective operation.

The significant improvement in the speed, transparency and effectiveness of grievance redressal has received positive feedback from passengers and stakeholders. The Secretary affirmed, “The Ministry of Civil Aviation reiterates its commitment to further strengthen the PACR by providing dedicated manpower, enhanced technological support and improved logistical facilities, ensuring that the system continues to serve passengers with empathy, efficiency and accountability at all times.”