Dec 29: India’s rapidly expanding civil aviation sector has taken a significant step towards improving passenger experience with the establishment of a round-the-clock Passenger Assistance Control Room (PACR) by the Ministry of Civil Aviation (MoCA). The initiative aims to accelerate grievance redressal and ensure real-time assistance to air passengers facing operational disruptions.
Over the past decade, especially during the last eleven years, India has witnessed phenomenal growth in air connectivity and passenger traffic. While this expansion has strengthened regional and global connectivity, it has also brought challenges such as flight delays, cancellations, refund issues, baggage mishandling, congestion and long queues at airports. Recognising the need for a structured and responsive mechanism, MoCA decided to institutionalise a permanent passenger-centric solution.
Unified Hub for Passenger Support
Established under the leadership of Union Civil Aviation Minister Shri Ram Mohan Naidu and spearheaded by MoCA Secretary Shri Samir Kumar Sinha, the PACR functions as a 24×7 integrated control hub located at Udaan Bhawan, New Delhi. It brings 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 under one roof.
According to Shri Samir Kumar Sinha, the PACR continuously monitors aviation operations, attends to passenger calls and coordinates real-time assistance. He stated that the system has already delivered strong results, with over 13,000 passenger grievances resolved since December 3, 2025, along with more than 500 call-based interventions to directly support passengers during disruptions.
Technology-Driven and Passenger-Centric
A key strength of the PACR is its technology-enabled framework. The popular AirSewa platform has been fully integrated into the Control Room, allowing seamless handling of grievances received through digital channels. An omni-channel system converts passenger complaints into actionable cases, supported by data-driven dashboards that provide live visibility into grievance categories, response timelines and stakeholder actions.
The physical presence of airline representatives within the PACR ensures immediate coordination and faster resolution of issues related to flight delays, cancellations, refunds and baggage, in line with the provisions of the Passenger Charter.
Vision Anchored in ‘Passenger First’
The PACR is anchored in a clear vision to place the passenger at the centre of India’s civil aviation ecosystem. It operates on guiding principles such as Passenger First, Collaborative Action, Stakeholder Convergence and a future-ready approach. This framework enables real-time coordination, data-backed decision-making and scalable operations to meet the growing demands of the aviation sector.
Shri Samir Kumar Sinha personally reviews PACR operations on a daily basis to ensure efficiency and accountability. Senior leadership from AAI, DGCA and MoCA has also played a crucial role in strengthening the system’s functioning.
Positive Feedback and Way Forward
The improved speed, transparency and effectiveness of grievance redressal have received encouraging feedback from passengers and stakeholders alike. Reaffirming its commitment, the Ministry of Civil Aviation has announced plans to further strengthen the PACR through dedicated manpower, enhanced technological support and improved logistical facilities.
With the PACR, India’s civil aviation sector has taken a decisive step towards empathetic, efficient and accountable passenger service delivery, reinforcing confidence in the country’s fast-growing aviation ecosystem.
