Overview
- The Passenger Assistance Control Room in New Delhi operates round the clock with MoCA, DGCA, AAI and airline staff working side by side for real-time help.
- Officials report more than 13,000 grievances resolved and over 500 call-based interventions since the centre became operational earlier in December.
- The hub prioritises delays, cancellations, refunds and baggage issues, converting inputs from calls, social media and AirSewa into trackable cases.
- Airline representatives on site describe faster case closure, with some carriers targeting resolutions within 72 hours for common service complaints.
- The centre was created after mass IndiGo cancellations in early December, and it continues to field new complaints as winter fog causes fresh disruptions.