India’s civil aviation sector has expanded rapidly over the past decade, with passenger traffic and air connectivity growing at an unprecedented pace. While this growth has strengthened regional and global mobility, it has also intensified operational challenges, particularly during peak travel hours.
Issues such as flight delays, cancellations, refund disputes, baggage mishandling, congestion at terminals and long queues have increasingly affected passenger satisfaction. These recurring challenges highlighted the need for a coordinated, centralised and technology-driven response mechanism focused solely on passenger assistance.
Integrated, Real-Time Monitoring Hub
Established under the leadership of Civil Aviation Minister Ram Mohan Naidu, the PACR operates from Udaan Bhawan in New Delhi as a unified operational hub. It brings 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.
MoCA Secretary Samir Kumar Sinha said the control room functions continuously, monitoring aviation operations, attending passenger calls and coordinating immediate interventions. The physical presence of airline representatives allows issues to be resolved swiftly, often on the spot.
Technology-Driven Grievance Resolution
The PACR has fully integrated the AirSewa grievance redressal platform, enabling seamless handling of complaints received through multiple channels. An omni-channel digital backbone converts passenger inputs into actionable cases, while live dashboards provide visibility on grievance types, resolution timelines and stakeholder responses.
According to the Ministry, over 500 call-based interventions have also been undertaken to directly assist passengers during operational disruptions. Complaints related to delays, cancellations, refunds and baggage issues are prioritised and addressed in accordance with the Passenger Charter.
Passenger-Centric Vision at the Core
The PACR is anchored in a clear philosophy of placing passengers at the centre of India’s aviation ecosystem. Its guiding principles include “Passenger First”, collaborative action among stakeholders, convergence of institutions and a future-ready framework powered by data and technology.
Secretary Sinha personally reviews PACR operations on a daily basis to ensure speed, transparency and accountability in grievance redressal. Senior leadership from AAI, DGCA and the Ministry has played a crucial role in strengthening the system’s effectiveness.
Positive Passenger Feedback and Future Plans
The Ministry has reported encouraging feedback from passengers and industry stakeholders, noting visible improvements in response time and clarity of communication. The PACR has emerged as a critical institutional mechanism for handling both routine grievances and crisis situations.
MoCA has reaffirmed its commitment to further strengthen the PACR by deploying dedicated manpower, enhancing technological capabilities and improving logistical infrastructure. The goal is to ensure that the system continues to serve air travellers with empathy, efficiency and reliability at all times.