India’s aviation grievance redressal system is set for a major digital transformation as the Ministry of Civil Aviation prepares to launch an AI-powered upgrade of the AirSewa portal. The enhanced platform is expected to go live within the next 90–100 days, enabling faster complaint resolution and improving the overall passenger experience.
The upgrade aims to automate complaint handling, reduce manual intervention, and accelerate responses to issues such as flight delays, baggage mishandling, cancellations, and service-related grievances.
AI to Accelerate Complaint Resolution
The upgraded AirSewa platform will leverage Artificial Intelligence to make grievance management more efficient.
Key Features
AI-based complaint classification
Automatic routing to relevant airlines and authorities
Faster initial response generation
Reduced dependency on manual processing
Improved tracking and transparency for passengers
The system is designed to handle higher complaint volumes while significantly improving response times.
Passenger Assistance Control Room (PACR) Becomes Permanent
A major pillar supporting the new grievance ecosystem is the Passenger Assistance Control Room (PACR).
Originally established in December 2025 following widespread flight disruptions, PACR has now been made a permanent coordination mechanism.
PACR brings together:
Ministry of Civil Aviation
Airlines
Airports
Airports Authority of India (AAI)
The centralized framework ensures coordinated handling of passenger complaints across the aviation ecosystem.
Strong Complaint Resolution Record
PACR has already demonstrated high operational efficiency.
Performance Highlights
Metric Performance
Complaints Processed 73,000+
Resolution Rate Nearly 98%
Daily Complaints During Peak Disruptions 300–500
The system currently manages issues including:
Flight delays
Flight cancellations
Baggage delays
Airline service complaints
Scheduling disruptions
Rising Air Travel Driving Digital Transformation
India’s domestic aviation sector continues to witness strong passenger growth.
January–April 2026 Highlights
More than 5.75 crore domestic passengers travelled
Higher passenger traffic has increased grievance volumes
Need for scalable digital complaint management has become critical
The AI-enabled AirSewa platform is expected to efficiently manage complaint surges without affecting service quality.
Benefits for Air Passengers
The upgraded platform is expected to deliver several improvements:
Faster complaint registration
Quicker grievance routing
Reduced response times
Better transparency throughout the resolution process
Improved customer satisfaction through AI-assisted service
Key Highlights
AI-powered AirSewa portal expected to launch within 90–100 days.
AI will automate complaint categorisation and routing.
Passenger Assistance Control Room (PACR) has been made a permanent coordination framework.
PACR has resolved nearly 98% of over 73,000 passenger complaints.
India’s domestic airlines carried over 5.75 crore passengers between January and April 2026.
The upgraded platform is designed to handle rising complaint volumes more efficiently.
Conclusion
The AI-powered modernisation of the AirSewa portal, together with the permanent Passenger Assistance Control Room, marks a significant advancement in India’s aviation passenger services. As domestic air travel continues to expand rapidly, these initiatives are expected to provide faster, more transparent, and technology-driven grievance resolution while enhancing the overall travel experience for millions of passengers.
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