The civil aviation ministry has introduced the Passenger Assistance Control Room (PACR) to address air travelers’ grievances more effectively. This initiative aims to enhance the promptness and effectiveness of grievance resolution in the aviation sector.
Launched by the Ministry of Civil Aviation, Government of India, the PACR serves as an integrated hub dedicated to improving air passenger services. It brings together officials from various organizations, including the Directorate General of Civil Aviation (DGCA), Airports Authority of India (AAI), airline operators, and other stakeholders. This collaboration occurs at Udaan Bhawan, located in New Delhi.
The PACR operates round-the-clock, continuously monitoring aviation operations. It is designed to attend to passenger calls and coordinate real-time assistance and grievance resolution. This ensures that passenger issues are addressed promptly, enhancing overall travel experiences.
One of the key features of the PACR is its full integration with the AirSewa system. This integration allows for the seamless handling of grievances received through various channels. An omni-channel technology backbone converts passenger inputs into actionable cases, supported by data-driven dashboards that provide real-time visibility on grievance types, timelines, and the actions taken by stakeholders.
The presence of airline representatives within the control room facilitates immediate coordination and on-the-spot resolution of issues. Grievances related to flight delays, cancellations, refunds, and baggage issues are prioritized and addressed according to the provisions of the Passenger Charter.
Q1. What is the purpose of the Passenger Assistance Control Room?
Answer: The PACR aims to improve the resolution of air travelers' grievances by providing a centralized hub for coordination among aviation stakeholders.
Q2. How does the PACR operate?
Answer: The PACR operates 24/7, monitoring aviation operations, responding to passenger calls, and ensuring efficient grievance resolution.
Q3. What technology is used in the PACR?
Answer: The PACR utilizes an omni-channel technology backbone that integrates with the AirSewa system to efficiently handle passenger grievances.
Q4. Where is the PACR located?
Answer: The Passenger Assistance Control Room is located at Udaan Bhawan in New Delhi, serving as a central hub for air travel assistance.
Q5. What types of grievances does the PACR prioritize?
Answer: The PACR prioritizes grievances related to flight delays, cancellations, refunds, and baggage issues, ensuring immediate attention and resolution.
Question 1: What is the main function of the Passenger Assistance Control Room (PACR)?
A) To monitor flight schedules
B) To resolve air travelers’ grievances
C) To manage airport security
D) To assist in ticket sales
Correct Answer: B
Question 2: Which ministry launched the PACR?
A) Ministry of Home Affairs
B) Ministry of Civil Aviation
C) Ministry of Tourism
D) Ministry of Railways
Correct Answer: B
Question 3: Where is the PACR located?
A) Mumbai
B) New Delhi
C) Bengaluru
D) Kolkata
Correct Answer: B
Question 4: What system is integrated into the PACR for handling grievances?
A) AirSewa
B) DigiYatra
C) e-Governance
D) TravelEase
Correct Answer: A
Question 5: How often does the PACR operate?
A) Only during business hours
B) On weekends only
C) 24/7
D) Only during peak travel seasons
Correct Answer: C
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