24x7 Passenger Assistance Control Room (PACR) Launched for Air Travellers

Overview

The Ministry of Civil Aviation (MoCA) has established a dedicated 24×7 Passenger Assistance Control Room (PACR) to provide round-the-clock support for air travellers across India. This initiative marks a significant step toward passenger-centric governance in the aviation sector.

Key Features

• Operates 24 hours a day, 7 days a week without interruption
• Fully integrated with AirSewa, the national online passenger grievance platform
• Connected to the National Online Grievance Portal for seamless complaint tracking
• Multi-channel support system for diverse passenger needs

Issues Addressed

• Flight Delays: Quick resolution and compensation as per Passenger Charter rules
• Cancellations: Assistance with rebooking and refund processing
• Refunds: Expedited processing of ticket refund claims
• Baggage Problems: Tracking and resolution of lost or damaged luggage
• Airport Services: Grievances related to airport facilities and staff behavior

Performance Metrics

• Since December 2025, PACR has successfully resolved over 13,000 complaints
• Managed more than 500 passenger call interventions
• Average resolution time significantly reduced compared to traditional channels
• High passenger satisfaction ratings recorded in initial feedback surveys

Significance

The PACR represents a paradigm shift in aviation consumer protection. By ensuring quick and timely resolution of passenger grievances, MoCA demonstrates its commitment to enhancing the flying experience. This centralized control room eliminates bureaucratic delays and empowers passengers with a single-point contact for all aviation-related issues.