About Passenger Assistance Control Room (PACR):
- It was launched by the Ministry of Civil Aviation, Government of India.
- It is aimed at significantly improving the promptness and effectiveness of addressing air traveller grievances.
- It 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.
- It operates 24x7, continuously monitoring aviation operations, attending to passenger calls, and coordinating real-time assistance and grievance resolution.
- The AirSewa system has also been fully integrated into the PACR, enabling seamless handling of passenger grievances received through it.
- An omni-channel technology backbone converts passenger inputs into actionable cases, supported by data-driven dashboards that provide live visibility on grievance types, timelines, and stakeholder actions.
- The physical presence of airline representatives within the control room allows immediate coordination and on-the-spot resolution of issues.
- Grievances related to flight delays, cancellations, refunds, and baggage issues are prioritised and addressed in accordance with the provisions of the Passenger Charter.
