New Delhi: The Ministry of Civil Aviation (MoCA) has established a permanent, round-the-clock Passenger Assistance Control Room to accelerate grievance redressal and enhance passenger experience across India’s rapidly expanding civil aviation sector.
The initiative responds to growing passenger volumes and recurring challenges such as flight delays, cancellations, refund-related grievances, baggage issues, congestion, and inadequate facilities during peak hours.
The Passenger Assistance Control Room (PACR) has been set up under the leadership of Union Civil Aviation Minister Ram Mohan Naidu and is spearheaded by MoCA Secretary Samir Kumar Sinha.
The initiative aims to institutionalise a unified, real-time, and coordinated response mechanism that places passengers at the centre of India’s aviation ecosystem.
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Passenger Assistance Control Room Operates 24×7 as Integrated Aviation Hub
Explaining its functioning, Secretary Samir Kumar Sinha said the Passenger Assistance Control Room operates round-the-clock from Udaan Bhawan in New Delhi, continuously monitoring aviation operations and addressing passenger grievances in real time.
The PACR 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 to enable swift coordination and on-the-spot resolution.
The PACR has fully integrated the AirSewa grievance redressal system, allowing seamless handling of passenger complaints received through multiple channels.
An omni-channel technology framework converts passenger inputs into actionable cases, supported by data-driven dashboards that provide live visibility into grievance categories, resolution timelines, and stakeholder actions.
The physical presence of airline representatives within the Control Room enables immediate intervention during operational disruptions.
Over 13,000 Grievances Resolved Through Passenger Assistance Control Room
According to MoCA, more than 13,000 passenger grievances have been resolved through focused monitoring and expedited interventions by the Passenger Assistance Control Room since December 03, 2025.
Additionally, over 500 call-based interventions have been carried out to directly assist passengers during operational disruptions. Issues related to flight delays, cancellations, refunds, and baggage are prioritised and addressed in line with the provisions of the Passenger Charter.
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The PACR is guided by the principles of Passenger First, Collaborative Action, Stakeholder Convergence, and a future-ready, technology-driven approach.
This framework enables real-time coordination, data-supported decision-making, and scalable operations to ensure sustained improvement in passenger assistance.
Secretary Samir Kumar Sinha personally reviews PACR operations on a daily basis to ensure timely grievance redressal. Senior leadership from AAI, DGCA, and MoCA has played a key role in strengthening the Control Room’s functioning.
MoCA stated that it remains committed to further enhancing the Passenger Assistance Control Room through dedicated manpower, advanced technological support, and improved logistics to ensure empathetic, efficient, and accountable service delivery for air passengers.
