The Passenger Assistance Control Room (PACR) has achieved a 98 per cent success rate in resolving passenger grievances, according to the Ministry of Civil Aviation, highlighting the growing role of the centralised facility in supporting air travellers across India.
The ministry said PACR has resolved more than 73,000 grievances and undertaken over 1,600 call-based interventions, demonstrating the scale of its operations as passenger traffic continues to grow across the country's aviation sector.
The figures were shared during a media walkthrough and press interaction organised by the ministry to showcase the functioning of the facility and its efforts to ensure timely assistance to passengers.
PACR serves as a dedicated platform for addressing passenger concerns and coordinating responses among aviation stakeholders.
According to the ministry, the facility was established to provide quicker and more effective support to air travellers facing disruptions, service issues and operational challenges.
Officials briefed media representatives on how the control room functions and explained the mechanisms used to receive, track and resolve complaints.
The ministry said the facility remains focused on ensuring that passengers receive prompt assistance through coordinated action and real-time monitoring.
The latest data released by the ministry provides an indication of the volume of issues being handled through the platform.
According to the ministry, PACR has achieved the following milestones:
• More than 73,000 passenger grievances resolved
• Over 1,600 call-based interventions undertaken
• A 98 per cent grievance resolution success rate
The figures underscore the importance of centralised grievance management as airlines, airports and regulators work to improve passenger experience across the aviation ecosystem.
The ministry did not provide a breakdown of complaint categories during the media interaction but emphasised that the facility is designed to support travellers facing a wide range of operational and service-related concerns.
During the walkthrough, ministry officials demonstrated the functioning of the control room and outlined the processes used to manage passenger issues.
According to information shared during the interaction, media representatives were briefed on key initiatives undertaken by PACR and given an overview of how complaints are handled and escalated when required.
Officials also responded to questions regarding the facility's operations and support mechanisms.
The ministry said the exercise was aimed at increasing awareness of the services available to air travellers and the role PACR plays in strengthening passenger support.
The focus on grievance resolution comes at a time when India's aviation market continues to witness strong passenger growth and increasing demand for efficient customer service mechanisms.
As air travel volumes rise, regulators and industry stakeholders are placing greater emphasis on improving responsiveness during disruptions, delays and service-related incidents.
The ministry has positioned PACR as an important component of that strategy, helping bring together different stakeholders involved in aviation operations to facilitate quicker resolutions.
Passengers seeking assistance can contact the control room through its dedicated helpline numbers, 011-24604283 and 011-24632987, according to the ministry.
With more than 73,000 grievances already addressed and a high reported resolution rate, PACR is expected to continue playing a central role in supporting passengers and strengthening service standards across India's aviation sector.
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