Aviation Ministry Sets Up 24×7 Passenger Assistance Control Room to Fast-Track Grievance Redressal
The initiative, launched under the leadership of civil aviation minister Ram Mohan Naidu, is being spearheaded by MoCA secretary Samir Kumar Sinha to institutionalise a coordinated, technology-enabled mechanism that places passengers at the centre of India’s civil aviation ecosystem.
New Delhi, December 29: The Ministry of Civil Aviation (MoCA) has established a round-the-clock Passenger Assistance Control Room (PACR) to strengthen real-time passenger grievance redressal and crisis response, amid sustained growth in India’s aviation sector.
The initiative, launched under the leadership of civil aviation minister Ram Mohan Naidu, is being spearheaded by MoCA secretary Samir Kumar Sinha to institutionalise a coordinated, technology-enabled mechanism that places passengers at the centre of India’s civil aviation ecosystem.
Integrated hub for real-time action
Located at Udaan Bhawan in New Delhi, the PACR functions as an integrated hub bringing together officials from MoCA, the Directorate General of Civil Aviation (DGCA), the Airports Authority of India (AAI), airline operators and other key stakeholders under one roof.
“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,” Sinha said.
Technology-driven grievance handling
The AirSewa platform has been fully integrated into the PACR, enabling seamless handling of passenger grievances through an omni-channel system. Passenger inputs are converted into actionable cases, supported by data-driven dashboards that provide live visibility on grievance categories, response timelines and stakeholder actions.
The physical presence of airline representatives within the control room enables immediate coordination and on-the-spot resolution of issues, particularly during operational disruptions.
13,000 grievances resolved since December 3
According to the ministry, more than 13,000 passenger grievances have been resolved through focused monitoring and expedited interventions since December 3, 2025. In addition, over 500 call-based interventions have been undertaken to directly assist passengers during flight delays, cancellations and other disruptions.
Grievances relating to delays, cancellations, refunds and baggage issues are prioritised and addressed in line with the provisions of the Passenger Charter.
Passenger-first vision
The PACR 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-supported decision-making and scalable operations.
Sinha personally reviews PACR operations on a daily basis to ensure speedy redressal of grievances. The ministry said support from senior leadership, including the chairman of AAI, the joint director general of DGCA and other officials, has been key to the initiative’s effective functioning.
The improved speed, transparency and effectiveness of grievance redressal has received positive feedback from passengers and stakeholders, the ministry said, adding that MoCA will further strengthen the PACR with dedicated manpower, enhanced technology and improved logistics to ensure empathetic, efficient and accountable passenger service.
