Major Upgrade Coming for AirSewa Portal: AI to Transform Passenger Complaint Handling
The Ministry of Civil Aviation is preparing to launch a significantly enhanced version of the AirSewa portal, designed to make air travel grievance redressal faster and more transparent. At the heart of this upgrade is the integration of artificial intelligence into the Passenger Assistance Control Room (PACR), a move that promises to streamline how complaints are managed and resolved.
What the Government’s New Tech Plan Includes
The ministry is actively working to embed AI into the PACR’s daily operations, modernizing a system that already handles hundreds of complaints each day. On average, the PACR receives between 300 and 400 grievances daily. With AI, these complaints will be sorted automatically, routed to the correct department, and tracked for resolution with far greater speed and accuracy than manual processes allow.
A Smarter, More User-Friendly AirSewa Platform
Civil Aviation Secretary Sameer Kumar Sinha has confirmed that an upgraded version of both the AirSewa portal and its mobile application will be introduced within the next 90 to 100 days. This new platform is being built to be robust, intuitive, and easy to navigate, ensuring that passengers can lodge and follow up on complaints without friction.
One Hub for Every Problem
The PACR was first established in December 2025, following major disruptions to flights operated by India’s largest airline, IndiGo. Unlike a standard helpline, this control room brings together representatives from airlines, airports, the Airports Authority of India, and aviation regulators in a single virtual space. This collaborative setup eliminates the need for files to move between different departments, allowing issues to be addressed immediately and directly.
Impressive Track Record
Since its inception, the PACR has demonstrated remarkable efficiency in resolving passenger complaints:
- Over 73,000 complaints resolved between December 10, 2025, and the present date.
- A 98 percent success rate in addressing and closing grievances.
Prepared for Weather and Crisis Events
The ministry has noted that during peak winter months, when fog frequently delays flights, or during international crises, the PACR ramps up its operations. For instance, during the recent West Asia crisis, daily complaint volumes surged past 500. In such high-pressure situations, AI integration is expected to be a game-changer, enabling the system to handle heavy traffic seamlessly and maintain high resolution rates.
How Passengers Can Reach the PACR
Travelers can submit their complaints through multiple digital channels, ensuring accessibility for everyone:
- Social media platforms
- The AirSewa portal and mobile app
- Phone support
Why This Matters for India’s Aviation Sector
India is one of the fastest-growing domestic aviation markets in the world. Between January and April alone, 57.5 million passengers traveled by air. Managing such massive traffic requires a customer service infrastructure that is both scalable and intelligent. The integration of AI into the PACR and the launch of an upgraded AirSewa portal represent a significant step forward in transforming how the aviation industry addresses passenger concerns, setting a new standard for efficiency and accountability.
