MoCA establishes Passenger Assistance Control Room (PACR) to accelerate passenger grievance redressal
Samir Kumar Sinha
The PACR is anchored in a clear vision to place the passenger at the centre of India’s civil aviation ecosystem.
Recognising these urgent needs, Ministry of Civil Aviation, under the leadership of Civil Aviation Minister Ram Mohan Naidu, decided to establish a permanent, 24×7 Passenger Assistance Control Room (PACR). The initiative is spearheaded by Secretary, Ministry of Civil Aviation, Samir Kumar Sinha, with the objective of institutionalising a unified, future-ready mechanism for passenger assistance and crisis response.
Secretary Samir Kumar Sinha informed, the PACR functions as an integrated hub bringing 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 at Udaan Bhawan, in New Delhi. “The PACR operates round-the-clock, continuously monitoring aviation operations, attending to passenger calls and coordinating real-time assistance and grievance resolution very efficiently and effectively,” he added.
The Secretary expressed satisfaction that as of now, more than 13,000 passenger grievances have been resolved through focused monitoring and expedited interventions at the PACR since December 03, 2025. In addition, over 500 call-based interventions have been undertaken to directly assist passengers during operational disruptions. Grievances related to flight delays, cancellations, refunds and baggage issues are prioritised and addressed in accordance with the provisions of the Passenger Charter.
Samir Kumar Sinha personally visits the PACR daily to review operations and ensure the speedy redressal of passenger grievances. The leadership and support of the Chairman, Airports Authority of India; Joint Director General, DGCA; Deputy Director General, MoCA and other senior officials of the Ministry have been instrumental in ensuring its effective functioning.
The marked improvement in the speed, transparency and effectiveness of grievance redressal has received positive feedback from air passengers and stakeholders alike. The Secretary said, “The Ministry of Civil Aviation reaffirmed its commitment to further strengthen the PACR by providing dedicated manpower, enhanced technological support and improved logistical facilities, ensuring that the system continues to serve passengers with empathy, efficiency and accountability at all times.”
