As flight disruptions continue to test passenger patience across the country, the Ministry of Civil Aviation (MoCA) on Wednesday said its round-the-clock Passenger Assistance Control Room (PACR) has resolved more than 73,000 passenger grievances since December last year, achieving a redressal rate of nearly 98 per cent.Set up to provide real-time assistance during flight delays, cancellations and other operational disruptions, the 24×7 control room functions as a centralised platform bringing together representatives from airlines, airports, the Directorate General of Civil Aviation (DGCA), Bureau of Civil Aviation Security (BCAS) and Airports Authority of India (AAI) under the Ministry’s supervision.According to the Ministry, grievances received through AirSewa, emails, social media platforms and helpline calls are routed to the PACR for immediate action, enabling stranded passengers to receive timely support and updates.“The PACR was established to ensure real-time resolution of passenger grievances during disruptions. Since December 10, more than 73,000 passenger issues have been resolved, with a combined redressal rate of 98 per cent,” a Ministry official said.The Ministry said officers review the functioning of the control room on a daily basis. A technical dashboard is prepared shift-wise to monitor grievance handling and resolution, with reports submitted to senior officials for oversight.Issues that cannot be resolved immediately are escalated to higher authorities, while policy-related guidance is sought from senior leadership wherever required, the official added.The functioning of the PACR is monitored at three levels, Assistant Section Officer (ASO), Under Secretary/Section Officer (US/SO) and Joint Secretary (JS), with regular reports being submitted to the competent authority to ensure accountability and coordination among stakeholders.The development comes at a time when passenger rights and airline accountability have come under increased scrutiny following a series of flight disruptions and operational challenges across the aviation sector.Reiterating its focus on passenger welfare, the Ministry said it remains committed to ensuring that India’s civil aviation ecosystem operates with the highest standards of efficiency, transparency and responsiveness, with the PACR serving as a key mechanism for addressing passenger concerns in real time.