India's Aviation Ministry Deploys 24x7 Control Room to Resolve 14,000+ Passenger Issues

December 28, 2025 at 01:17 PM•2 min read

The Ministry of Civil Aviation (MoCA) launched a 24x7 Passenger Assistance Control Room (PACR) in Delhi, resolving over 14,000 grievances to enforce its "Passenger First" vision.

Key Points

1Over 14,000 passenger grievances have been resolved since the 24x7 control room began operations in early December 2025.
2The Passenger Assistance Control Room (PACR) integrates MoCA, DGCA, airport operators, and airline representatives under one roof for real-time issue resolution.
3The initiative is part of the Ministry's 'Passenger First' vision, focusing on timely redressal of flight delays, cancellations, refunds, and baggage issues.
4The PACR fully integrates the Air Sewa portal, using technology for streamlined complaint tracking and data-driven decision-making.

The Ministry of Civil Aviation (MoCA) has activated a dedicated 24x7 control room in New Delhi. This center aims to strengthen passenger support nationwide. It also streamlines grievance redressal across airports and airlines. The initiative is directly aligned with the Ministry's "Passenger First" vision.

Deputy Director General Pramod Kumar Thakur confirmed the control room's operation. He stated it has been functional since early December. The new facility is an upgrade from the Ministry’s former operations room. It has already resolved over 14,000 passenger grievances.

Integrated Stakeholder Hub

This new center is officially named the Passenger Assistance Control Room (PACR). It acts as a unified hub for all key aviation stakeholders. The PACR brings together teams from the MoCA, the Directorate General of Civil Aviation (DGCA), and airport operators. Crucially, representatives from all major airlines are also seated at the center. This co-location enables immediate coordination and on-the-spot resolution of complex issues.

Real-Time Resolution and Air Sewa

The PACR monitors several critical areas in real time. These include passenger complaints and operational challenges. It also tracks airline service issues and airport facilitation matters. The goal is to ensure quicker response times for air travelers.

The Ministry leverages the dedicated Air Sewa portal as a key interface. This portal allows any passenger to report inconveniences. Issues can relate to the airline, the airport, or security concerns. The Air Sewa system is fully integrated into the PACR's omni-channel technology backbone. This converts passenger inputs into actionable cases. The system prioritizes issues like flight delays, cancellations, refunds, and baggage problems.

Industry Impact and Accountability

India's civil aviation sector has seen phenomenal growth. This expansion has also created persistent challenges. These include congestion, long queues, and service-related grievances. The PACR was established to address these urgent needs. It provides a structured, coordinated, and real-time response mechanism.

The move follows recent operational disruptions across the sector. For example, the center was operationalized amid mass flight cancellations by carriers like IndiGo. The physical presence of airline staff is designed to prevent customer service failures during a crisis. This integrated approach aims to significantly improve accountability. It also works to enhance service standards across the industry. The PACR represents a defining moment in India's journey toward better passenger experience. For more commercial aviation news and analysis, visit https://flying.flights.