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Civil Aviation Ministry to Upgrade AirSewa Portal with AI for Faster Grievance Resolution

Civil Aviation Ministry to Upgrade AirSewa Portal with AI for Faster Grievance Resolution
The Ministry of Civil Aviation has announced plans to enhance its AirSewa portal by integrating artificial intelligence (AI) into the Passenger Assistance Control Room (PACR), aiming to accelerate the resolution of air passenger grievances. This initiative reflects the ministry’s commitment to improving consumer experience and operational efficiency within India’s rapidly expanding aviation sector.
Enhancing Passenger Grievance Redressal
Since its inception in December 2023, the PACR has successfully addressed over 73,000 passenger complaints, achieving a resolution rate of 98%, according to official data. The control room was established in response to significant flight disruptions experienced by IndiGo, India’s largest airline. It functions as a collaborative platform, bringing together representatives from airlines, airports, the Airports Authority of India (AAI), and regulatory bodies such as the Directorate General of Civil Aviation (DGCA) and the Bureau of Civil Aviation Security (BCAS).
Civil Aviation Secretary Samir Kumar Sinha emphasized the ministry’s ongoing efforts to launch a more robust and seamless version of the AirSewa portal within the next three to four months. Speaking at a briefing in New Delhi, Sinha highlighted the integrated nature of the current system, stating, “It is one platform (PACR). Everybody is working together to address the grievances... The civil aviation ministry is a consumer-facing ministry. How to resolve complaints in a bonafide, fastest possible manner, that is the journey we are proceeding on.”
Leveraging AI for Operational Efficiency
The upgraded AirSewa platform will incorporate AI technologies designed to streamline complaint handling and deliver faster, more efficient responses to passengers. On average, PACR receives between 300 and 400 complaints daily, with this figure rising to over 500 during periods of major disruption, such as the recent crisis in West Asia. The ministry also implements special preparedness protocols during anticipated disruption periods, including the fog season, to manage increased passenger grievances effectively.
Passengers can submit complaints through multiple channels, including social media, phone calls, emails, and the AirSewa portal itself. Direct contact with PACR is available via the numbers 011-24604283 and 011-24632987.
While the integration of AI is expected to significantly enhance operational efficiency and customer satisfaction, the ministry acknowledges challenges related to technology integration, user adoption, and regulatory compliance. This move is poised to establish a new standard in customer service within the aviation industry, potentially encouraging competitors to adopt similar AI-driven solutions to maintain their market position.
Context Within India’s Aviation Market
India continues to be one of the fastest-growing domestic aviation markets globally, with domestic air passenger traffic exceeding 57.5 million between January and April 2024. The ministry’s focus on technological advancement in grievance redressal aligns with broader industry trends toward AI adoption in customer service and operational management, underscoring the sector’s commitment to innovation and improved passenger experience.

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