New Delhi: To institutionalise a unified and future-ready mechanism for passenger assistance and crisis response, the Ministry of Civil Aviation has established a permanent 24×7 Passenger Assistance Control Room (PACR).
The initiative is being spearheaded by Samir Kumar Sinha, Secretary, Ministry of Civil Aviation.
Secretary Sinha informed that the PACR functions as an integrated hub, bringing together officials from the Ministry of Civil Aviation, the Directorate General of Civil Aviation (DGCA), the Airports Authority of India (AAI), airline operators and other key stakeholders under one roof at Udaan Bhawan in New Delhi.
“The PACR operates round the clock, continuously monitoring aviation operations, attending to passenger calls, and coordinating real-time assistance and grievance redressal in an efficient and effective manner,” he said.
The AirSewa system has also been fully integrated with the PACR, enabling seamless handling of passenger grievances received through the platform. An omni-channel technology backbone converts passenger inputs into actionable cases, supported by data-driven dashboards that provide live visibility into grievance categories, timelines and stakeholder actions.
The physical presence of airline representatives within the Control Room allows for immediate coordination and on-the-spot resolution of issues, the ministry said on Sunday.
So far, more than 13,000 passenger grievances have been resolved through focused monitoring and expedited interventions at the PACR since 3 December this year. In addition, over 500 call-based interventions have been undertaken to directly assist passengers during operational disruptions.
Grievances related to flight delays, cancellations, refunds and baggage issues are being prioritised and addressed in accordance with the provisions of the Passenger Charter.
Secretary Sinha personally visits the PACR on a daily basis to review operations and ensure the speedy redressal of passenger grievances.