Summary of this article
AirSewa to get AI-powered upgrade.
PACR has resolved 73,000 complaints.
Faster grievance handling planned for passengers.
Passengers who are dealing with flight delays, issues with baggage, or any other travel-related grievance may soon experience quicker resolutions. This is due to the initiative taken by the Ministry of Civil Aviation to upgrade the version of the AirSewa portal. They plan to integrate artificial intelligence into their grievance redressal systems to make complaint handling much faster and more efficient.
As per a report by LiveMint, Civil Aviation Secretary Samir Kumar Sinha has stated that the revamped platform is expected to become operational within the next 90 to 100 days. The objective is to provide a seamless and responsive experience for air travellers across the country.
PACR Becomes Permanent
The core of the government's efforts is the Passenger Assistance Control Room (PACR). This was released in December 2025 after large-scale flight disruptions affected passengers all across the country. The control room serves as a common platform where airlines, airports, the Airports Authority of India (AAI), and aviation regulators work in coordination to address these complaints. As per the report, officials said that PACR has become a permanent arrangement, which is designed to ensure timely responses.
More Than 73,000 Complaints Resolved
As per the Ministry of Civil Aviation, data cites that since December 10, 2025, PACR has resolved over 73,000 complaints. The system has achieved a resolution rate of nearly 98 per cent. This highlights the effectiveness in handling issues by travellers. The grievances handled include complaints related to airlines, airports, baggage delays, and disruptions in timings. Regulators such as the Directorate General of Civil Aviation (DGCA) and the Bureau of Civil Aviation Security (BCAS) are also a part of the coordinated mechanism.
Artificial Intelligence to Enhance Handling
The ministry is exploring the use of artificial intelligence to improve the speed and efficiency of resolutions. AI tools are expected to help the process be more effective and reduce the response times. As of now, the PACR receives nearly 300 to 400 complaints every day. During this period of severe disruptions, the daily grievances crossed the 500 mark. AI integration is expected to strengthen the system’s ability to match the spike in complaints.
India remains one of the fastest-growing domestic aviation markets globally. Domestic airlines carried more than 5.75 crore passengers between January and April of this year. This is a sign of increased usage and dependence on air travel. The government is also focusing on improving passenger experience.
