In a major step to improve air passenger experience in the country, the Ministry of Civil Aviation (MoCA) has set up a round-the-clock Passenger Assistance Control Room (PACR) in New Delhi to ensure faster resolution of passenger complaints and better handling of flight disruptions.

The new control room has already helped resolve over 13,000 passenger grievances since December 3, 2025, the ministry said. It also handled more than 500 urgent phone-based interventions to assist travellers affected by delays, cancellations and other disruptions.

India’s aviation sector has seen rapid growth over the last decade, leading to a sharp increase in passenger numbers and connectivity. While this growth has brought many benefits, it has also resulted in frequent problems like flight delays, cancellations leading to refund and related complaints, lost/damaged bags, long queues and congestion, all this coupled with inadequate passenger facilities during peak hours

These recurring issues highlighted the need for a structured, real-time and coordinated system to respond quickly to passenger concerns. To address this, the ministry established the PACR as a permanent, 24x7 control centre.

How the control room works

The PACR is located at Udaan Bhawan in New Delhi and functions as a single integrated hub that brings together officials from:

• Ministry of Civil Aviation

• Directorate General of Civil Aviation (DGCA)

• Airports Authority of India (AAI)

• Airline operators and other key stakeholders

Civil Aviation Secretary Samir Kumar Sinha said the control room monitors aviation operations round the clock, attends to passenger calls and coordinates real-time assistance and grievance resolution.

The government’s AirSewa grievance redressal system has been fully integrated into the PACR. Complaints received through AirSewa, social media and call centres are converted into actionable cases using a digital platform that tracks grievance type, response timelines and actions taken by stakeholders.

The physical presence of airline representatives inside the control room enables quick coordination and on-the-spot resolution of issues. According to the ministry, most complaints relate to flight delays, cancellations, refunds and baggage issues. These are prioritised and addressed as per the Passenger Charter, with many grievances now being resolved within 72 hours.

The ministry said that the improved system has resulted in faster, more transparent and more effective grievance redressal, and feedback from passengers has been positive.

Civil Aviation Secretary Sinha personally visits the control room daily to review its functioning and ensure speedy action. Senior officials from the MoCA, DGCA and AAI are also closely involved in supervising operations.

The ministry said the PACR has been created with a clear “Passenger First” vision, aiming to place travellers at the centre of India’s civil aviation ecosystem. It is based on collaboration between stakeholders, real-time coordination and a technology-driven framework that supports faster decision-making.

The ministry has reaffirmed its commitment to further strengthen the PACR by providing additional manpower, improved technology and better infrastructure to ensure that air passengers receive timely, transparent and empathetic support at all times.