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The Civil Aviation Ministry informed Lok Sabha that a 24×7 Passenger Assistance Control Room has resolved 97% of air traveller complaints. Major issues include ticketing, delays, and baggage handling, with corrective measures focusing on coordination, staff training, and digital monitoring.
24×7 Mechanism for Urgent Passenger Assistance
New Delhi: In response to a starred question raised in the Lok Sabha by Dr. Shashi Tharoor, the Ministry of Civil Aviation detailed the mechanisms in place to address urgent passenger grievances.
Civil Aviation Minister Shri Kinjarapu Rammohan Naidu informed the House that a 24×7 Passenger Assistance Control Room (PACR) has been established to ensure real-time monitoring and swift resolution of complaints from air travellers.
The PACR works in close coordination with airlines, airport operators, and other stakeholders to handle issues that require immediate attention, especially those that cannot wait for the standard 72-hour grievance redressal timeline. The system effectively acts as a fast-track escalation mechanism for urgent cases.
Since becoming operational, the PACR has addressed approximately 97% of the grievances received. This indicates a high resolution rate and reflects the government’s effort to improve passenger service standards and responsiveness in the aviation sector.
The complaints received up to February 9, 2026, were categorized across multiple channels including social media, phone calls, and the Air Sewa portal.
Under social media and call-based complaints, the numbers were as follows:
Refunds: 1,153
Cancellations: 547
Baggage issues: 373
Delays: 157
Through the Air Sewa portal, significantly higher complaint volumes were recorded:
Ticketing and fare-related issues: 16,634
Baggage complaints: 5,102
Flight delays: 8,498
This data highlights that ticketing, fare disputes, and flight delays remain the most common concerns among air travellers.
Based on analysis of the complaints, the Ministry has identified several recurring and systemic challenges. These include peak-hour congestion at airports, flight disruptions due to operational or weather-related reasons, delays in refunds and baggage handling, parking-related grievances, and broader passenger facilitation issues.
To address these concerns, the government has implemented multiple corrective measures. These include improved coordination among aviation stakeholders, regular training and sensitisation programs for frontline airport and airline staff, and enhanced monitoring through digital grievance platforms.
These steps are aimed at improving efficiency, reducing passenger inconvenience, and strengthening accountability within the aviation ecosystem.
Overall, the Ministry has emphasized its commitment to ensuring a smoother and more responsive grievance redressal system for air travellers across the country.
