Lok Sabha Question No. 6334 (UNSTARRED), answered on 2026-04-02
Subject: Passenger Assistance Control Room
Ministry: CIVIL AVIATION
Asked by: Shri Amar Sharadrao Kale, Shri Jagadish Shettar

## GOVERNMENT OF INDIA MINISTRY OF CIVIL AVIATION

## LOK SABHA

## UNSTARRED QUESTION NO. : 6334

( TO BE ANSWERED ON THE  2nd April 2026 )

## PASSENGER ASSISTANCE CONTROL ROOM

## 6334.    SHRI AMAR SHARADRAO KALE SHRI JAGADISH SHETTAR Will the Minister of CIVIL AVIATION

## be pleased to state:-

(a) whether the Government has conducted any evaluation of the operational outcomes of the 24x7  Passenger  Assistance  Control  Room  (PACR)  including  improvements  in  grievance redressal  timelines  and  coordination  among  aviation  stakeholders  and  if  so,  the  details thereof;

(b) the total number of passenger grievances resolved through the integration of PACR and AirSewa  since  their  inception,  category-wise  including  delays,  cancellations,  refunds  and baggage-related issues;

(c) whether any standard operating framework has been prescribed for fare monitoring and intervention  during  operational  disruptions  to  ensure  passenger  protection  and  market stability; and

(d) if so, the details thereof along with the steps being taken to further strengthen real-time passenger  support  systems  through  data  analytics,  automation  and  airline  accountability mechanisms?

## ANSWER

## Minister  of  State  in  the  Ministry  of  CIVIL  AVIATION            (Shri  Murlidhar Mohol)

a):  Yes,  the  Passenger  Assistance  Control  Room  (PACR)  has  improved  the  grievance redressal timelines, including refunds and cancellations.

(b):  The number of passenger grievances handled through PACR and AirSewa integration, since it's operationalisation is attached as annexure.

(c): Airfares are not subject to regulation by the Government, and airlines have the flexibility to determine their airfares based on their operational needs, while adhering to Rule 135 of the Aircraft Rules, 1937. However, it remains vigilant and intervenes in exceptional circumstances by adopting measures like redistributing capacity  across various sectors and imposing  temporary  fare  caps,  such  as  during  the  pandemic,  Maha  Kumbh,  Pahalgam incident & recently massive Indigo flight disruptions.

(d):  To  strengthen  real-time  passenger  support  and  airline  accountability  mechanisms, measures have been taken, such as 24x7 real-time monitoring and resolution of grievances of air travellers received through AirSewa, PACR helpline numbers and social media channels, in  coordination  with  airlines,  airports  and  other  relevant  stakeholders  to  ensure  prompt resolution on a priority basis.

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Annexure Category-wise  details  of  the  grievances  received  since  PACR  and  AirSewa integration from 10 December 2025 to 27 March 2026:

| Nature of grievance    | PACR (Social media and Calls)   | PACR (Social media and Calls)   | AirSewa (Portal + Email)   | AirSewa (Portal + Email)   |
|------------------------|---------------------------------|---------------------------------|----------------------------|----------------------------|
| Nature of grievance    | Received                        | Resolved                        | Received                   | Resolved                   |
| Delay                  | 501                             | 501                             | 6771                       | 6717                       |
| Refunds & Cancellation | 4843                            | 4843                            | 14879                      | 14590                      |
| Baggage                | 1002                            | 985                             | 4500                       | 4391                       |
| Other categories       | 2002                            | 1877                            | 7624                       | 6527                       |
| Total                  | 8348                            | 8206                            | 33774                      | 33043                      |

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