More than 13,000 complaints have been addressed since the Ministry of Civil Aviation’s (MoCA) 24×7 Passenger Assistance Control Room (PACR), which was established earlier this month to monitor and manage passenger concerns in real-time, went live on Sunday.
IndiGo Passenger Reimbursements
The announcement coincides with the fact that many IndiGo customers who had previously experienced flight cancellations are still waiting on their reimbursements from the low-cost airline.
IndiGo had previously declared that it will start paying passengers who had been “severely impacted” by the interruptions on December 26.
Operations of MoCA’s Round-the-Clock Control Room
The Directorate General of Civil Aviation (DGCA), the Airports Authority of India (AAI), MoCA personnel, and airline representatives collaborate to resolve passenger complaints “on-the-spot” through the PACR, a single response mechanism.
The control room prioritizes problems with flight delays, cancellations, refunds, and baggage and uses the AirSewa platform for tracking and accountability.
Filing Complaints and PACR Efficiency
Through the AirSewa platform, passengers who are having problems can file complaints immediately.
The PACR’s emphasis on the “physical presence of airline representatives” is intended to address the airline customer service channels’ shortcomings during the early December crisis brought on by IndiGo flight disruptions.
Integrated Technology and Real-Time Solutions
Additionally, the AirSewa system has been completely linked with the PACR, making it possible to handle passenger complaints through it with ease. With the use of data-driven dashboards that offer real-time visibility on grievance categories, timelines, and stakeholder actions, an omni-channel technology backbone transforms passenger inputs into actionable cases, according to the MoCA.
“The physical presence of airline representatives within the Control Room facilitates immediate coordination and on-the-spot settlement of concerns,” the ministry continued.
PACR Performance During IndiGo Flight Disruptions
According to the Press Information Bureau (PIB), the PACR went into effect on December 3, 2025, and the control room resolved 13,000 complaints during IndiGo’s huge flight cancellations earlier this month in addition to carrying out more than 500 call-based interventions.
IndiGo canceled thousands of flights between December 1 and 9 for a variety of reasons, including the introduction of new Flight Duty Time Limitations (FDTL) regulations and operational difficulties such as winter fog. The DGCA issued a show-cause notice as a result of the general turmoil and the airline’s admission of preparation shortcomings.
Ongoing Flight Disruptions
The PIB report, dated December 28, coincides with yet another round of airline disruptions in North India brought on by thick winter fog; IndiGo alone has canceled 60 flights since December 26. In addition to Air India and SpiceJet, Akasa Air also reported some flight cancellations due to the fog.
