The round-the-clock control room was established earlier in December in the midst of IndiGo's widespread flight cancellations, and even though business has resumed as usual, passengers are still having problems with unpaid refunds. This is all the information you require on the flyer-facing control room of the MoCA.
More than 13,000 complaints have been addressed since the Ministry of Civil Aviation's (MoCA) 24x7 Passenger Assistance Control Room (PACR), which was established earlier this month to monitor and manage passenger concerns in real-time, went live on Sunday.
The announcement coincides with the fact that many IndiGo customers who had previously experienced flight cancellations are still waiting on their reimbursements from the low-cost airline.
IndiGo had previously declared that it will start paying passengers who had been "severely impacted" by the interruptions on December 26.
Everything about MoCA's round-the-clock control room
The Directorate General of Civil Aviation (DGCA), the Airports Authority of India (AAI), MoCA personnel, and airline representatives collaborate to resolve passenger complaints "on-the-spot" through the PACR, a single response mechanism.
The control room prioritizes problems with flight delays, cancellations, refunds, and baggage and uses the AirSewa platform for tracking and accountability.
Through the AirSewa platform, passengers who are having problems can file complaints immediately.
The PACR's emphasis on the "physical presence of airline representatives" is intended to address the airline customer service channels' shortcomings during the early December crisis brought on by IndiGo flight disruptions.
Additionally, the AirSewa system has been completely linked with the PACR, making it possible to handle passenger complaints through it with ease. With the use of data-driven dashboards that offer real-time visibility on grievance categories, timelines, and stakeholder actions, an omni-channel technology backbone transforms passenger inputs into actionable cases, according to the MoCA.
"The physical presence of airline representatives within the Control Room allows immediate coordination and on-the-spot resolution of issues," the ministry stated.
According to the Press Information Bureau (PIB), the PACR went into effect on December 3, 2025, and the control room resolved 13,000 complaints during IndiGo's huge flight cancellations earlier this month in addition to carrying out more than 500 call-based interventions.
IndiGo canceled thousands of flights between December 1 and 9 for a variety of reasons, including the introduction of new Flight Duty Time Limitations (FDTL) regulations and operational difficulties such winter fog. The DGCA issued a show-cause notice as a result of the general turmoil and the airline's admission of preparation shortcomings.
The PIB announcement, dated December 28, coincides with another round of flight delays in North India brought on by thick winter fog; on December 26, IndiGo alone had to cancel 60 flights.
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