Archive · 28 Dec 2025
MoCA Sets Up 24/7 Control Room
The government has set up a special control room that works all the time to help passengers with flight problems.
This control room, called the Passenger Assistance Control Room (PACR), helps with issues like flight delays, cancellations, refunds, and lost baggage.
It brings together different groups like the Ministry of Civil Aviation, the Directorate General of Civil Aviation, the Airports Authority of India, and airline representatives to solve problems quickly.
Since it started on December 3, 2025, the control room has helped resolve over 13,000 complaints.
Passengers can contact the control room through the AirSewa platform, social media, or by phone.
The government is also planning to use artificial intelligence to better understand and address common issues.
This initiative aims to make air travel more reliable and passenger-friendly.
MoCA has set up a 24x7 Passenger Assistance Control Room (PACR) to address passenger grievances in real-time.
The PACR has resolved over 13,000 complaints since becoming operational on December 3, 2025.
The control room integrates officials from MoCA, DGCA, AAI, and airline representatives for on-the-spot issue resolution.
Passengers can raise grievances through the AirSewa platform, social media, or phone calls.
The PACR prioritizes issues related to flight delays, cancellations, refunds, and baggage problems.
- Who
- Ministry of Civil Aviation (MoCA), Union Civil Aviation Secretary Samir Kumar Sinha, airline representatives
- What
- Implementation of a 24x7 Passenger Assistance Control Room (PACR) to address passenger grievances
- When
- Operational since December 3, 2025
- Where
- India, with the control room located at Udaan Bhawan in New Delhi
- Why
- To address large-scale operational failures and passenger grievances, particularly during flight disruptions
Passenger Advocates
Airlines
Refund Delays
Passenger Advocates
Passenger advocates argue that airlines should expedite refunds for canceled flights, especially during disruptions like those experienced with IndiGo.
Airlines
Airlines contend that processing refunds takes time due to operational complexities and the need to verify individual cases.
Customer Service
Passenger Advocates
Passenger advocates criticize airlines for inadequate customer service, citing long wait times and unresolved issues.
Airlines
Airlines maintain that they are taking steps to improve customer service, including participating in the PACR to address issues more efficiently.
- Initiative
- 24x7 Passenger Assistance Control Room (PACR)
- Technology
- AirSewa platform for tracking and accountability
- AI Integration
- Potential AI use for complaint analysis
- Redundancies
- Air fare caps, minimal cancellation charges
- PACR Operational
- December 3, 2025
- Stakeholders
- MoCA, DGCA, AAI, airline representatives
- Complaints Resolved
- Over 13,000
- Call-Based Interventions
- 500+
Sources
Centre steps up passenger protection measures: MoCA Secretary Samir Sinha
IndiGo refunds stuck? All about aviation ministry's 24x7 control room—over 13,000 complaints resolved thus far
Civil aviation 24x7 control room resolves 13,000 passenger issues since Dec 3
MoCA opens 24x7 customer grievance cell, resolves 13,000+ fliers' issues in under a month
