Passenger Assistance Control Room (PACR)

Core Update

The Ministry of Civil Aviation established a 24×7 Passenger Assistance Control Room (PACR) to accelerate aviation grievance redressal.

What is PACR?

A permanent, centralised real-time passenger grievance monitoring and response mechanism for civil aviation.

Key Features

• Operates round-the-clock
• Integrated with AirSewa
• Omni-channel grievance intake
• Physical presence of airline representatives
• Data-driven dashboards for live monitoring

Institutional Integration

• Ministry of Civil Aviation
• DGCA
• Airports Authority of India
• Airline operators

Performance Snapshot

• Operational since 3 December 2025
• 13,000+ grievances resolved
• 500+ call-based interventions
• Focus areas:
  • Flight delays
  • Cancellations
  • Refunds
  • Baggage issues

UPSC Relevance

• GS-II: Citizen-centric governance
• GS-III: Transport infrastructure regulation

Prelims Trap Alert

⚠️ PACR ≠ regulatory body. Functions as coordination & monitoring hub.

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