Flight delay or lost luggage? AI-enhanced AirSewa portal promises faster resolution of your complaints | Today’s news
The Ministry of Civil Aviation is working to improve the AirSewa portal and introduce artificial intelligence in the Passenger Assistance Control Room (PACR) operation to ensure faster and more effective redressal of passenger complaints, a senior official said, according to PTI.
Set up in December last year following widespread flight disruptions at IndiGo, the country’s largest airline, the PACR serves as a centralized platform that includes representatives from airlines, airports, the Airports Authority of India (AAI) and aviation regulators.
Ministry data shows that as of December 10, 2025, PAČR handled and resolved more than 73,000 passenger complaints, achieving a resolution rate of 98 percent.
Aviation regulators involved in the initiative include the Directorate General of Civil Aviation (DGCA) and the Bureau of Civil Aviation Safety (BCAS).
What did the Civil Aviation Minister say?
Civil Aviation Minister Samir Kumar Sinha said on Wednesday that the ministry is working on developing a more robust and seamless platform for redressal of air passenger complaints, with the improved system expected to be rolled out in the next 90 to 100 days.
As part of this effort, a new version of the AirSewa portal will be launched, he said.
The AirSewa portal and mobile application was launched by the Ministry of Civil Aviation to provide a platform for passengers to lodge and track complaints.
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Addressing a press conference in New Delhi, Sinha said the ministry is focused on strengthening the existing framework and ensuring that passenger complaints are resolved as quickly and efficiently as possible.
“Today it is not like we are working in silos. It is one platform (PACR). Everyone is working together to resolve complaints… the civil aviation ministry is a consumer ministry… how to resolve complaints in an honest, fastest possible way, that is the way we are going,” mentioned Sinha.
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He further said that PACR has become a permanent passenger grievance redressal mechanism with a strong focus on ensuring quick responses and timely resolution of issues.
The ministry is also exploring the integration of artificial intelligence into PAČR operations to improve the handling of passenger complaints. The dispatch center currently receives an average of 300 to 400 complaints per day.
The official noted that the daily volume of complaints exceeded 500 during the recent crisis in West Asia, when flight disruptions led to increased passenger concerns.
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The ministry said that PAČR also implements special preparedness measures during periods when flight disruptions are expected, such as the winter foggy season. Passenger complaints are received through various channels including social media platforms, phone calls, emails and the AirSewa portal.
Passengers can contact PAČR through dedicated helpline numbers 011-24604283 and 011-24632987 and seek assistance or register complaints, the report said.
India continues to be one of the world’s fastest-growing domestic aviation markets, it said, adding that domestic airlines carried more than 5.75 million passengers between January and April, reflecting strong industry growth and increasing demand for air travel.
(With agency input)
