MoCA establishes Passenger Assistance Control Room (PACR) to accelerate passenger grievance redressal

The Ministry of Civil Aviation (MoCA), India has set up a Passenger Assistance Control Room (PACR) to strengthen passenger grievance redressal and ensure smoother travel experiences.

Key Highlights
- 24×7 Operations:
PACR runs round-the-clock at Udaan Bhawan, New Delhi, continuously monitoring aviation operations.
- Integrated Hub:
Brings together officials from MoCA, DGCA, Airports Authority of India, airline operators, and other stakeholders under one roof.
- AirSewa Integration:
The AirSewa system is fully linked, enabling seamless handling of passenger complaints.
- Tech Backbone:
Uses omni-channel technology and data-driven dashboards for live visibility on grievance types, timelines, and actions.
- Immediate Coordination:
Airline representatives are physically present in the Control Room, allowing on-the-spot resolution of issues.

Impact So Far
- Since December 3, 2025, PACR has resolved 13,000+ passenger grievances.
- Over 500 call-based interventions have directly assisted passengers during disruptions.
- Issues like flight delays, cancellations, refunds, and baggage problems are prioritized under the Passenger Charter.

Vision
PACR is anchored in the principle of “Passenger First”, aiming for:
- Collaborative action across stakeholders
- Real-time coordination and crisis response
- Transparent, efficient, and empathetic grievance handling

This initiative reflects India’s push to make its rapidly growing aviation sector more passenger-centric and future-ready.