Overview The Civil Aviation Ministry has established the Passenger Assistance Control Room (PACR) to address air travelers' grievances more promptly. This initiative aims to improve the overall passenger experience and ensure timely resolution of issues within the aviation sector. The PACR operates round-the-clock to resolve issues. Key Developments Establishment: The PACR was operationalized on December 10 . Stakeholders: Officials from the Ministry , Directorate General of Civil Aviation (DGCA) , airlines, and Airports Authority of India (AAI) are involved. Function: The center monitors operations, attends to passenger calls, and coordinates real-time assistance. Grievance Resolution: Over 13,000 passenger grievances have been resolved through AirSewa , social media, and call channels. Impact and Analysis According to Civil Aviation Secretary Samir Kumar Sinha , there has been a marked improvement in grievance redressal and a positive response from air passengers and other stakeholders. The collaborative approach ensures timely information dissemination, effective facilitation, and prompt grievance redressal. Types of Grievances The complaints vary from: Flight cancellations Lost baggage Meal service issues Flight delays Inadequate or delayed refunds Long queues Poor passenger facilities at airports Airline Perspectives IndiGo: Director Customer Experience Pratik Arjun Sen noted a mixed bag of queries and efforts to resolve them quickly. SpiceJet: Assistant Manager of Operations Ajeet Tiwari highlighted flight delays as a common grievance. Air India Express: Lisa Agarwal from the Customer Happiness Team mentioned issues related to lost or damaged baggage and meal service. Akasa Air: Senior Customer Service Agent Shahbaj Alam stated that queries mainly relate to service issues, flight cancellations, and ticket refunds. UPSC Relevance This initiative is relevant to GS2: Government Policies & Interventions and GS3: Infrastructure . It demonstrates the government's commitment to improving citizen services and addressing grievances in the aviation sector. Important Facts The PACR aims to resolve grievances within 72 hours of receiving them. The control room operates 24x7 . Issues such as frequent flight delays and inadequate refunds affect passenger experience.