To address air travellers' grievances more promptly, the Civil Aviation Ministry has set up the Passenger Assistance Control Room (PACR) that functions round-the-clock to resolve the issues.
Officials from the Ministry, Directorate General of Civil Aviation (DGCA), airlines and Airports Authority of India (AAI), are among those working at the centre, which monitors operations, attends to passenger calls and coordinates real-time assistance.
The PACR or the control room was operationalised on December 10 in the wake of the operational disruptions at IndiGo. Besides, there have been flight disruptions and delays due to fog and other issues.
Elaborating on the control room, Civil Aviation Secretary Samir Kumar Sinha said there has been a marked improvement in grievance redressal and there has been a positive response from air passengers and other stakeholders.
According to the Ministry, air travellers grievances raised through various channels are being addressed through the PACR in the national capital, allowing timely resolution through close coordination with airline representatives.
