Civil Aviation Secretary Samir Kumar Sinha said the collaborative approach has led to a marked improvement in grievance redressal.

India’s 24×7 Aviation Helpdesk Now Resolving Passenger Complaints Faster

The Civil Aviation Ministry of India has operationalised a 24×7 Passenger Assistance Control Room (PACR) to promptly address grievances. The centre is located in New Delhi’s Udaan Bhawan and became functional in early December amid widespread operational disruptions in aviation, including disruptions at IndiGo and delays caused by adverse weather.

According to officials, staffed round-the-clock by representatives from the Ministry of Civil Aviation, Directorate General of Civil Aviation (DGCA), Airports Authority of India (AAI) and major airlines, the PACR monitors flight operations, responds to passenger calls and coordinates real-time assistance.

Civil Aviation Secretary Samir Kumar Sinha said the collaborative approach has led to a marked improvement in grievance redressal and has received positive feedback from passengers and stakeholders. He added that more than 13,000 complaints received through AirSewa, social media and call channels have already been resolved, with issues prioritised and expedited through close monitoring at the control room.

The complaints include enquiries about flight cancellations, delays, ticket refund issues, lost or damaged baggage and onboard meal problems, with the centre focusing on resolving most cases within 72 hours, officials said.

Airline officials at the PACR, including from IndiGo, SpiceJet and Air India Express, noted that systematic coordination has smoothed workflows and improved customer response during flight disruptions.

Source: Economic Times