In a bustling room at Udaan Bhawan near Safdarjung Airport, a dedicated team works non-stop. Their mission is singular: to cut through the chaos and uncertainty faced by distressed airline passengers across India. This is the newly established Passenger Assistance Control Room, a 24/7 nerve centre designed to provide real-time solutions for flyers grappling with disruptions.
A Direct Response to Aviation System Gaps
The control room's creation was a direct consequence of systemic failures highlighted by recent aviation crises, including the IndiGo incident. Officials identified critical delays in the grievance redressal process, particularly the lag between complaints filed on the government's AirSewa platform and responses from private airlines. Civil aviation secretary Samir Kumar Sinha stated the initiative aims to ensure timely information sharing and faster resolution of passenger issues.
"The recent disruptions underscored the need for a passenger-first approach," added civil aviation deputy director general Pramod Kumar Thakur. The new facility bridges the gap by physically bringing together key stakeholders under one roof. This includes representatives from the Union civil aviation ministry, the Directorate General of Civil Aviation (DGCA), the Airports Authority of India (AAI), and crucially, staff from the airlines themselves.
How the 24/7 Grievance Redressal Mechanism Works
The control room operates through a streamlined, tech-enabled process. It is activated when complaints flow in through multiple channels:
- The AirSewa portal
- Dedicated email
- Social media platforms
- Direct telephone calls
Each complaint is automatically allocated by software to one of six specialized teams working in three shifts around the clock. While the morning shift (8 AM to 2 PM) sees the highest deployment, between 29 to 35 officials and airline staff are present at any given time. Each shift includes one to three representatives from every major airline.
Once a case is assigned, the team coordinates directly with the airline representative to check the live status of the issue—be it a cancellation, delay, or baggage problem. They then relay updates proactively to the anxious passenger. "We know passengers are already stressed, so we speak to them calmly, understand their concerns and coordinate with the airline," explained Vidushika, a team member at the centre.
Tangible Results and Improved Coordination
The model has already demonstrated significant impact. Since its activation, the centre has resolved a substantial volume of passenger complaints:
- 10,094 complaints received through the AirSewa portal (since December 3).
- 1,291 complaints via the AirSewa email (since December 10).
- 1,676 grievances lodged through social media and telephone calls (since December 10).
- 534 interventions were made based on direct calls.
Airline representatives on site confirm the improvement in efficiency. Priyanka Chaudhary, who recently moved to the control room after three years with an airline, noted, "It makes communicating with customers easier and reduces delays in sharing information." The collaborative environment fosters quicker decision-making, moving away from the previous cycle of passengers desperately chasing updates from multiple, disconnected entities.
Currently, the majority of cases involve flight cancellations and delays triggered by winter fog, along with baggage handling confusion. By providing a single point of contact and accountability, the Passenger Assistance Control Room marks a pivotal shift towards a more responsive and passenger-centric aviation ecosystem in India.
