Civil aviation ministry sets up 24x7 Passenger Assistance Control Room (PACR)

• The Ministry of Civil Aviation has set up the Passenger Assistance Control Room (PACR) that functions round-the-clock to address air travellers’ grievances more promptly.

• The PACR was operationalised in the wake of the operational disruptions at IndiGo. 

• Besides, there have been flight disruptions and delays due to fog and other issues.

What is PACS?

• India’s aviation sector faces challenges such as flight delays, refund-related grievances, baggage-related issues, congestion, long queues and inadequate passenger facilities at peak hours. 

• Recognising these urgent needs, the Ministry of Civil Aviation decided to establish a permanent, 24x7 Passenger Assistance Control Room (PACR). 

• It is set up with the objective of institutionalising a unified, future-ready mechanism for passenger assistance and crisis response.

How does it work?

• The PACR functions as an integrated hub bringing together officials from the Ministry of Civil Aviation, Directorate General of Civil Aviation (DGCA), Airports Authority of India (AAI), airline operators and other key stakeholders under one roof at Udaan Bhawan in New Delhi. 

• The AirSewa system has also been fully integrated into the PACR, enabling seamless handling of passenger grievances received through it. 

• An omni-channel technology backbone converts passenger inputs into actionable cases, supported by data-driven dashboards that provide live visibility on grievance types, timelines and stakeholder actions. 

• The physical presence of airline representatives within the Control Room allows immediate coordination and on-the-spot resolution of issues.

• Over 13,000 passenger grievances, received through AirSewa, social media and call channels, have been resolved, with cases expedited and prioritised through close monitoring at the PACR.