Passenger First Aviation Governance The Role of PACR
Context
The Ministry of Civil Aviation MoCA has operationalised a 24×7 Passenger Assistance Control Room PACR to fast track grievance redressal and strengthen passenger centric governance in India’s civil aviation sector.
What is PACR
The Passenger Assistance Control Room PACR is a permanent round the clock integrated control centre for monitoring aviation operations and ensuring real time resolution of passenger grievances related to airlines airports and flights.
Nodal Ministry Ministry of Civil Aviation MoCA
Objectives
To place passengers at the centre of India’s civil aviation ecosystem
To ensure fast transparent and accountable grievance redressal
To institutionalise a coordinated crisis response mechanism during disruptions
Key Features
24×7 Real Time Monitoring
Continuous monitoring of operations passenger calls and disruptions enabling immediate intervention
Integrated Stakeholder Coordination
Officials from MoCA DGCA AAI and airlines operate together for quick decision making
AirSewa Integration
Full integration with the AirSewa grievance platform for seamless online complaint handling
Omni Channel Grievance Intake
Complaints from calls digital platforms and AirSewa converted into actionable cases
Data Driven Oversight
Live dashboards track grievance type response time and stakeholder action ensuring accountability
Passenger Charter Compliance
Issues related to delays cancellations refunds and baggage handled strictly as per the Passenger Charter
Significance
Over 13000 grievances resolved and 500 plus call based interventions since December 2025
Enhances passenger trust and confidence in India’s rapidly expanding aviation sector
Supports ease of travel and good governance, relevant to citizen centric service delivery
Conclusion
The PACR strengthens India’s aviation governance by combining technology coordination and accountability, marking a significant step towards passenger first reforms in the civil aviation sector.
Source : PIB