New Delhi:
Created to provide real-time support and swift resolution of passenger complaints during flight disruptions, PACR functions as a unified platform that brings together representatives from airlines, airports, the Directorate General of Civil Aviation (DGCA), the Bureau of Civil Aviation Security (BCAS) and the Airports Authority of India (AAI).
In an interaction with The Daily Guardian, MoCA Secretary Sameer Kumar Sinha said the ministry remains committed to addressing passenger concerns promptly through round-the-clock monitoring and coordination.
“Our team works continuously to resolve passenger grievances at the earliest. While the time required depends on the nature and complexity of the complaint, most issues are resolved almost immediately,” Sinha said.
Addressing concerns related to silent airports, he said airport authorities have adopted comprehensive signage systems to ensure passengers receive essential information and directions without relying heavily on public announcements.
Officials said complaints received through various channels, including the AirSewa portal, emails, social media platforms and telephone calls, are routed directly to PACR for immediate action. Since its inception, the platform has handled and resolved more than 73,000 passenger complaints.
The effectiveness of the control room was particularly visible during the recent aviation disruptions triggered by tensions in West Asia. According to government officials cited by The Daily Guardian, the number of passenger grievances almost doubled during the crisis, rising from the usual 300-350 complaints per day to nearly 600 on a single day.
The sharp increase was largely driven by flight cancellations, delays, rerouting of services and uncertainty among travellers as airlines modified operations in response to airspace restrictions and rapidly evolving geopolitical developments.
To ensure prompt redressal, MoCA officials review PACR’s performance daily through a dedicated dashboard that tracks grievance resolution across shifts. Cases that cannot be resolved immediately are escalated to senior officials for intervention and further guidance.
The monitoring framework operates at multiple administrative levels, including Assistant Section Officers (ASOs), Under Secretaries and Section Officers (US/SOs), and Joint Secretaries (JSs). Regular reports are also submitted to senior ministry officials to maintain accountability and effective oversight.
According to the Ministry of Civil Aviation, PACR has emerged as an important pillar of India’s passenger service ecosystem, facilitating faster assistance, stronger coordination among aviation stakeholders and greater accountability across the country’s rapidly growing aviation sector.
Officials said the initiative reflects the government’s broader commitment to improving passenger experience and strengthening grievance redressal mechanisms amid the continued expansion and increasing complexity of India’s aviation landscape.
