The Union aviation ministry announced on Wednesday that its 24x7 Passenger Assistance Control Room (PACR) has successfully resolved over 73,000 issues, achieving a redressal rate of 98% since its establishment last December. This mechanism was created following the IndiGo schedule collapse in December to provide immediate support to stranded passengers.
The PACR brings together representatives from airlines, airports, the Directorate General of Civil Aviation (DGCA), the Bureau of Civil Aviation Security (BCAS), and the Airports Authority of India (AAI), all under the leadership of the ministry. An official stated that ministry officers visit the PACR daily to review progress, and a technical dashboard is prepared shift-wise to track grievance resolution for senior officers.
Escalation and Monitoring
Issues that are not immediately resolved are escalated, with policy guidance sought from senior leadership whenever required. The PACR's functioning is closely monitored at three levels, with regular reports submitted to the competent authority. This reinforces the ministry's commitment to passenger welfare, stakeholder coordination, and accountability.
The official emphasized that the aviation ministry will ensure that India's civil aviation ecosystem continues to operate with the highest level of empathy, efficiency, and transparency for every passenger.
