West Asia crisis tests MoCA’s passenger grievance system

The Ministry of Civil Aviation’s (MoCA) dedicated 24x7 Passenger Assistance Control Room (PACR) has handled more than 73,000 passenger complaints since December last year, recording a 98 per cent grievance redressal rate and proving instrumental during the recent surge in aviation disruptions caused by the West Asia crisis.

- TIKAM SHARMA

Created to provide real-time support and swift resolution of passenger complaints during flight disruptions, PACR functions as a unified platform that brings together representatives from airlines, airports, the Directorate General of Civil Aviation (DGCA), the Bureau of Civil Aviation Security (BCAS) and the Airports Authority of India (AAI).

In an interaction with The Daily Guardian, MoCA Secretary Sameer Kumar Sinha said the ministry remains committed to addressing passenger concerns promptly through round-the-clock monitoring and coordination.

“Our team works continuously to resolve passenger grievances at the earliest. While the time required depends on the nature and complexity of the complaint, most issues are resolved almost immediately,” Sinha said.