New Delhi, Dec 28 (NationPress) The 24×7 Passenger Assistance Control Room (PACR) established by the Ministry of Civil Aviation has successfully addressed over 13,000 passenger complaints through dedicated monitoring and swift interventions throughout this month, according to a senior official on Sunday.

The PACR Secretary, Samir Kumar Sinha, expressed his contentment with the operations of the PACR, revealing that more than 500 interventions via phone have been conducted to provide direct assistance to passengers during incidents of operational disruption.

Issues relating to flight delays, cancellations, refunds, and baggage concerns are given priority and resolved in line with the Passenger Charter.

This control center aims to create a unified and future-ready framework for passenger assistance and crisis management.

Sinha further explained that the PACR serves 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 at Udaan Bhawan in New Delhi.

Operating around the clock, the PACR continuously monitors aviation activities, responds to passenger inquiries, and coordinates real-time assistance and complaint resolution with remarkable efficiency and effectiveness, he noted.

The AirSewa system has been fully incorporated into the PACR, facilitating smooth management of passenger grievances received through this channel.

An advanced omni-channel technology framework transforms passenger feedback into actionable cases, supported by data-driven dashboards that offer live tracking of complaint types, response times, and stakeholder actions.

The physical presence of airline representatives in the Control Room allows for immediate coordination and on-the-spot resolution of issues.

The noticeable enhancement in the speed, transparency, and effectiveness of grievance resolution has garnered positive reviews from both air passengers and stakeholders.

Secretary Sinha emphasized, "The Ministry of Civil Aviation is committed to further enhance the PACR by providing dedicated personnel, advanced technological resources, and improved logistical support, ensuring that the system continues to cater to passenger needs with empathy, efficiency, and accountability at all times."

The PACR is rooted in a distinct vision to prioritize the passenger within India’s civil aviation landscape.

It operates under principles of putting the passenger first, collaborative efforts, stakeholder integration, and a future-ready, technology-driven framework that enables real-time coordination, data-supported decision-making, and scalable operations for continuous improvement in passenger assistance, as stated by an official.

Senior officials from the Ministry of Civil Aviation, AAI, and DGCA are closely overseeing the operations of the control center to ensure its effective functioning, the statement noted.

India’s aviation sector has experienced remarkable growth over the past decade, especially in the last 11 years, resulting in a significant increase in passenger traffic and connectivity.

While this growth has led to substantial achievements, it has also brought persistent challenges such as flight delays, refund complaints, baggage issues, congestion, long queues, and insufficient passenger amenities during peak hours.

These challenges highlight the necessity for a structured, coordinated, and real-time response system to tackle these passenger-centric problems, according to the statement.