PACR to address air travellers’ issues promptly
The control room was operationalised on Dec 10 in wake of operational disruptions at IndiGo
image for illustrative purpose
New Delhi: 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 as-sistance.
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 res-olution through close coordination with airline representatives.
In a statement, Sinha said the collaborative approach ensures timely information dissemination, effective facilitation and prompt grievance redressal.
“Over 13,000 passenger grievances, received through AirSewa, social media and call channels, have been resolved, with cases expedited and prioritised through close monitoring at the Passenger Assistance Control Room (PACR),” he said.
During a visit to the PARC on Sunday afternoon, some of the people who are part of the control room shared their experience.
The complaints vary from flight cancellations to lost baggage to even meal not be-ing served onboard.
IndiGo’s Director Customer Experience Pratik Arjun Sen said there is a mixed bag of queries from passengers and the grievances are sought to be resolved at the ear-liest. Since the disruptions earlier this month, the customer experience team has been working hard to address the issues, including ticket refunds, and there has been a significant improvement, he noted.
