Passenger Assistance Control Room (PACR)

Context

The Ministry of Civil Aviation (MoCA) operationalized a permanent, 24x7 Passenger Assistance Control Room (PACR) at Udaan Bhawan, New Delhi. The facility was established following a period of significant flight disruptions, including an "IndiGo schedule collapse" and dense winter fog, to institutionalize a faster and more systematic grievance redressal mechanism.

About the PACR

The PACR is an integrated, technology-driven command center designed to provide real-time coordination between government regulators and private aviation stakeholders.

Ministry: Ministry of Civil Aviation (MoCA).
Location: Udaan Bhawan, Safdarjung Airport area, New Delhi.
Operating Model: 24x7 operations staffed by officials from MoCA, the Directorate General of Civil Aviation (DGCA), the Airports Authority of India (AAI), and representatives from all major Indian airlines.
Vision: Anchored in the "Passenger First" principle, aimed at shifting from ad-hoc interventions to a structured crisis-response framework.

Key Features and Workflow

Integrated Stakeholder Hub: Officials and airline representatives work "under one roof," allowing for on-the-spot resolution of issues that previously required long email chains or inter-departmental delays.
Omni-channel Intake: The control room monitors grievances from the AirSewa portal, emails, telephone calls, and social media platforms.
Real-time Monitoring: Data-driven dashboards provide live visibility into grievance categories (e.g., flight delays, refunds, baggage issues), response timelines, and specific stakeholder actions.
Shift-based Operations: Functions through six teams working in three shifts, ensuring 29 to 35 personnel are active at any given time to monitor aviation operations nationwide.
Compliance: Ensures all grievances are handled strictly in accordance with the Passenger Charter provisions.

Performance and Impact (as of Dec 2025)

Total Grievances Resolved: Over 13,000–14,000 cases resolved since becoming operational on December 3, 2025.
Direct Interventions: More than 500 call-based interventions where officials proactively contacted distressed passengers to provide updates or facilitate assistance.
Resolution Target: Most grievances, particularly those related to baggage and onboard service, are targeted for resolution within 72 hours.

Significance

Crisis Management: Provides a unified response mechanism for seasonal disruptions like fog-induced delays or technical outages.
Accountability: Physical presence of airline staff in a government-monitored room creates immediate accountability for service failures.
Passenger Confidence: Reduces the "uncertainty gap" for flyers by ensuring they are updated by the teams handling their complaints rather than having to repeatedly chase airlines.

Conclusion

The establishment of the PACR marks a shift toward proactive governance in India's aviation sector. By converging technology, regulatory oversight, and airline operations, the Ministry aims to minimize passenger distress and uphold service standards in one of the world's fastest-growing aviation markets.

Passenger Assistance Control Room (PACR)