How Did the Centre's 24x7 Control Room Resolve Over 13,000 Passenger Grievances in December?
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Synopsis
In a remarkable achievement, the Ministry of Civil Aviation's 24x7 Passenger Assistance Control Room (PACR) has efficiently resolved over 13,000 grievances in December alone. With a dedicated approach and real-time monitoring, the PACR is setting new standards in passenger service. Discover how this initiative transforms air travel in India.
Key Takeaways
- 24x7 PACR has resolved over 13,000 grievances in December.
- Focus on real-time monitoring and direct assistance.
- Collaboration with airline representatives for immediate resolution.
- Integration with the AirSewa system for seamless complaint handling.
- Commitment to enhance passenger experience and accountability.
New Delhi, Dec 28 (NationPress) The 24×7 Passenger Assistance Control Room (PACR), established within the Ministry of Civil Aviation, has effectively addressed over 13,000 passenger grievances through targeted oversight and prompt interventions throughout this month, as stated by a senior official on Sunday.
Expressing contentment with the operation of the Ministry's PACR, Secretary Samir Kumar Sinha mentioned that more than 500 call-based interventions have also been conducted to provide direct assistance to passengers during operational disturbances.
Issues concerning flight delays, cancellations, refunds, and baggage matters are prioritized and managed according to the guidelines set forth in the Passenger Charter.
The control room has been created to institutionalize a cohesive, future-ready system for passenger support and crisis management.
Sinha elaborated that the PACR functions as an integrated hub, uniting officials from the Ministry of Civil Aviation, Directorate General of Civil Aviation (DGCA), Airports Authority of India (AAI), airline operators, and other significant stakeholders in one location at Udaan Bhawan in New Delhi.
"The PACR operates continuously, monitoring aviation activities, responding to passenger calls, and coordinating real-time assistance and grievance resolution efficiently," he stated.
The AirSewa system is also fully incorporated into the PACR, facilitating seamless management of passenger complaints received through it.
An omni-channel technological infrastructure transforms passenger feedback into actionable cases, supported by data-driven dashboards that offer real-time visibility on complaint types, timelines, and stakeholder actions.
The physical presence of airline representatives within the Control Room enables immediate collaboration and on-the-spot problem resolution.
The notable enhancement in the speed, transparency, and effectiveness of grievance resolution has garnered positive responses from air travelers and stakeholders alike.
Secretary Sinha remarked, "The Ministry of Civil Aviation is committed to further enhancing the PACR by providing dedicated personnel, improved technological support, and better logistical facilities, ensuring that the system remains focused on serving passengers with empathy, efficiency, and accountability at all times."
The PACR is built upon a clear vision to place the passenger at the heart of India’s civil aviation landscape.
It is guided by principles of prioritizing the passenger, collaborative action, stakeholder convergence, and a future-oriented, technology-driven framework that allows for real-time coordination, data-informed decision-making, and scalable operations aimed at continuous improvement in passenger support, as per an official statement.
Senior officials from the Ministry of Civil Aviation, AAI, and DGCA are closely overseeing the operation of the control to ensure its effective functioning, the statement added.
India's aviation sector has experienced remarkable growth over the past decade, especially in the last 11 years, leading to a considerable increase in passenger traffic and connectivity.
While this growth has led to significant achievements, it has also brought about persistent challenges such as flight delays, refund disputes, baggage concerns, congestion, lengthy queues, and insufficient passenger facilities during peak hours.
These challenges highlight the necessity for a structured, coordinated, and real-time response mechanism to tackle these passenger-centric issues, the statement concluded.
Point of View
The establishment of the 24x7 Passenger Assistance Control Room represents a significant step forward in improving the aviation experience for travelers in India. As we continue to witness remarkable growth in the aviation sector, it's crucial to address the challenges faced by passengers. The PACR is an embodiment of proactive governance that seeks to prioritize passenger needs and enhance service delivery.
NationPress
07/01/2026
Frequently Asked Questions
What is the 24x7 Passenger Assistance Control Room?
The 24x7 Passenger Assistance Control Room (PACR) is a facility established by the Ministry of Civil Aviation to address passenger grievances and ensure timely support during operational disruptions.
How many grievances have been resolved by PACR in December?
Over 13,000 passenger grievances have been resolved by the PACR since the beginning of December.
What types of grievances does the PACR address?
The PACR primarily addresses grievances related to flight delays, cancellations, refunds, and baggage issues.
How does the PACR ensure effective grievance resolution?
The PACR employs a combination of real-time monitoring, direct passenger assistance, and integration with the AirSewa system for efficient handling of complaints.
What improvements have been noted in passenger services?
There has been a marked improvement in the speed, transparency, and effectiveness of grievance redressal, leading to positive feedback from air passengers and stakeholders.
