The Ministry of Civil Aviation (MoCA) on December 28, 2025, issued a notification regarding the establishment of a 24×7 Passenger Assistance Control Room (PACR).
The following has been stated: -
•The Ministry of Civil Aviation has set up a round-the-clock Passenger Assistance Control Room (PACR) to strengthen passenger grievance redressal and crisis response.
•PACR integrates MoCA, DGCA, AAI, airlines, and AirSewa on a real-time, technology-driven platform for faster coordination and resolution.
•Since December 03, 2025, over 13,000 passenger grievances and 500 call-based interventions have been resolved, prioritising delays, cancellations, refunds, and baggage issues.
•Anchored on a “Passenger First” vision, PACR has improved speed, transparency, and efficiency, with MoCA committed to further strengthening its manpower and technology support.
The detailed notification is given in the document below.
[Notification No.: 2209239]
