The Ministry of Civil Aviation’s 24×7 Passenger Assistance Control Room (PACR) has efficiently resolved more than 13,000 passenger grievances this month. Secretary Samir Kumar Sinha highlighted that the PACR undertook over 500 call-based interventions to aid passengers during operational disruptions. Grievances concerning flight delays, cancellations, refunds, and baggage issues are promptly addressed in line with the Passenger Charter.
The PACR, situated at Udaan Bhawan in New Delhi, acts as a central hub uniting officials from various aviation bodies to provide seamless assistance and crisis management to passengers. Sinha emphasized the PACR’s round-the-clock operations, emphasizing its real-time grievance resolution capabilities. The integration of the AirSewa system into the PACR facilitates the handling of passenger complaints efficiently.
An omni-channel technology infrastructure translates passenger feedback into actionable cases, supported by data-driven dashboards for monitoring grievance progress. The presence of airline representatives in the Control Room enables swift coordination and resolution of issues on-site. The enhanced grievance redressal process has garnered positive feedback from passengers and stakeholders alike.
Secretary Sinha reaffirmed the Ministry’s commitment to bolstering the PACR with additional resources to ensure continued empathetic, efficient, and accountable service to passengers. Anchored in passenger-centric principles, the PACR aims to revolutionize India’s civil aviation ecosystem with collaborative, technology-driven solutions for real-time assistance and decision-making.
India’s aviation sector has seen substantial growth in recent years, leading to increased passenger traffic but also challenges like flight delays and congestion. The PACR’s establishment underscores the necessity for a structured, coordinated approach to address passenger-centric issues in real-time.
