IndiGo disruptions forced a new fix: India’s Aviation Ministry is now on 24x7 passenger watch

Control room in Delhi brings airlines, airports and regulators together to resolve passenger complaints in real time after recent flight disruptions.

The Ministry of Civil Aviation has operationalised a 24x7 Passenger Assistance Control Room in Delhi to handle air traveller complaints in real time, following recent large-scale flight disruptions, including those involving IndiGo, fog-related delays and cancellations.

The control room has been functional since the night of December 9–10 and brings airlines, airport operators, the Directorate General of Civil Aviation (DGCA) and ministry officials under one roof, officials told ANI and PTI.

What the control room does

According to the ministry, the facility monitors passenger complaints, airline service issues and airport operations on a real-time basis to enable quicker coordination and resolution.

Deputy Director General Pramod Kumar Thakur told ANI that the shift marks an expansion from a limited operations room to a round-the-clock passenger-facing setup aligned with the government’s “Passenger First” approach.

More than 13,000 passenger grievances have been resolved so far through the integrated system, officials said.

Role of Air Sewa and timelines

Passenger complaints are being routed through Air Sewa, social media platforms and call channels, with cases monitored centrally at the control room. Officials said most grievances are being resolved within 72 hours.

Civil Aviation Secretary Samir Kumar Sinha told PTI that grievance redressal has improved since the control room became operational, with positive feedback from passengers and industry stakeholders.

Why this move now

The control room was operationalised after a series of operational disruptions earlier this month, particularly at IndiGo, and amid seasonal challenges such as winter fog that regularly disrupt flight schedules in North India.

In a statement, Sinha said persistent issues such as frequent delays, delayed refunds, long queues, poor airport facilities and lost baggage highlighted the need for a structured, coordinated response instead of ad-hoc interventions.

Inside the complaints

Officials and airline representatives stationed at the control room said passenger complaints range from flight cancellations and delays to ticket refunds, lost or damaged baggage and in-flight service issues such as meals not being served.

Airline officials from IndiGo, SpiceJet, Air India Express and Akasa Air told PTI that centralised coordination has helped speed up responses and smoothen workflows during disruption periods.

What changes for passengers

The ministry’s approach effectively shifts grievance handling from post-facto follow-ups to live operational oversight, allowing regulators to intervene while disruptions are unfolding rather than after passenger backlogs build up.

Officials said the model is expected to remain in place beyond the current disruption phase, especially during peak travel and adverse weather periods.