Passenger Assistance Control Room (PACR)
Why in news?
The Ministry of Civil Aviation (MoCA) has launched a 24x7 Passenger Assistance Control Room (PACR) to handle air passenger grievances more effectively. Operationalized on December 10, 2025, at Udaan Bhawan in New Delhi, it responds to recent disruptions like IndiGo issues and fog-related delays.​
About Passenger Assistance Control Room (PACR)
Passenger Assistance Control Room (PACR) is a 24×7 integrated hub set up by India’s Ministry of Civil Aviation to fast-track passenger grievance redressal, monitor aviation operations, and provide real-time assistance during disruptions. It was launched in December 2025 at Udaan Bhawan, New Delhi, and has already resolved thousands of passenger complaints.
Key Functions
- Real-time monitoring of aviation operations across India.
- Passenger grievance redressal: Handles complaints related to flight delays, cancellations, refunds, baggage issues, congestion, and inadequate facilities.
- Crisis response: Coordinates immediate interventions during disruptions (e.g., fog delays, airline operational breakdowns).
- Direct passenger support: Attends to phone calls and provides urgent assistance.
- Data-driven oversight: Tracks complaints and ensures accountability across airlines and airports.
Impact So Far
- 13,000+ grievances resolved since December 3, 2025.
- 500+ urgent interventions handled via phone support.
- Positive feedback from passengers and stakeholders, with noticeable improvement in grievance resolution speed.
Importance
- Rapid growth in aviation: India’s passenger traffic has surged over the past decade, leading to frequent issues like delays, cancellations, and overcrowding.
- Unified mechanism: PACR consolidates multiple agencies into one coordinated response system.
- Passenger-centric approach: Ensures that travellers’ concerns are addressed promptly, reducing frustration and improving trust in the aviation ecosystem.
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