In response to recent large-scale flight disruptions and seasonal operational challenges, the Ministry of Civil Aviation has activated a 24×7 Passenger Assistance Control Room in Delhi to address air traveller grievances in real time. The initiative follows widespread delays and cancellations involving multiple airlines, including IndiGo, and recurring winter fog disruptions across northern India.
Operational since the night of December 9–10, the control room brings together key stakeholders-airlines, airport operators, the Directorate General of Civil Aviation (DGCA), and ministry officials-under one roof. The goal is to enable faster coordination and on-the-spot resolution of passenger issues during periods of disruption, rather than relying on post-event interventions.
According to ministry officials, the facility continuously monitors airline operations, airport conditions, and passenger complaints through platforms such as Air Sewa, social media channels, and dedicated helplines. More than 13,000 grievances have already been addressed through the system, with most cases reportedly resolved within 72 hours. Authorities say the move aligns with the government’s “Passenger First” approach and marks a shift from a limited operations room to a fully passenger-centric, round-the-clock setup.
Civil aviation officials noted that common complaints include flight delays and cancellations, refund-related issues, lost or damaged baggage, and in-flight service gaps. Airline representatives from IndiGo, SpiceJet, Air India Express and Akasa Air stationed at the facility said centralised oversight has helped streamline workflows and accelerate response times during disruptions.
The decision was driven by persistent challenges such as operational breakdowns, long queues, delayed refunds and weather-related disruptions. The ministry indicated that the control room model is likely to remain in place beyond the current phase, especially during peak travel seasons, to ensure proactive monitoring and improved passenger experience.
