Why in news?
The Ministry of Civil Aviation has set up a round‑the‑clock Passenger Assistance Control Room in New Delhi to resolve airline travellers’ complaints more quickly. The control room became operational on 10 December 2025 after a spate of flight disruptions led to frustration among passengers.
Background
Flight cancellations, delays and baggage problems were frequent during December 2025, exacerbated by fog and operational issues. To avoid chaotic scenes at airports and provide direct help to passengers, the ministry launched the PACR at Udaan Bhawan. Officials from the ministry, the Directorate General of Civil Aviation (DGCA), the Airports Authority of India and representatives from airlines share a common workspace. This integrated set‑up allows them to coordinate responses in real time.
How the control room works
- Continuous monitoring: Staff members observe flight operations, weather conditions and airport services around the clock. They receive grievances via the AirSewa portal, social media and a dedicated telephone line.
- Collaborative problem‑solving: By having airline representatives and regulators in the same room, complaints about delayed flights, cancellations, refunds or lost baggage can be addressed without delay. The team aims to resolve cases within 72 hours.
- Data‑driven dashboards: Flight data and passenger feedback are displayed on dashboards. This helps officials identify systemic issues, such as congestion at specific airports, and take corrective measures.
- High resolution rate: According to the ministry, more than 13,000 passenger grievances were resolved within a few weeks of operation.
- Common issues: Typical complaints include flight delays, cancellations, ticket refunds, damaged baggage and unmet meal requests. The centre prioritises medical emergencies, unaccompanied minors and passengers requiring special assistance.
Conclusion
The 24×7 Passenger Assistance Control Room marks a shift towards proactive, passenger‑centric governance in India’s aviation sector. By uniting airlines and regulators under one roof, the government hopes to reduce response times, improve communication and make air travel less stressful for passengers.
Sources: India Today
