AI-Powered AirSewa Upgrade Set to Transform Passenger Grievance Redressal in India

India’s aviation grievance redressal system is preparing for a major digital upgrade as the Ministry of Civil Aviation moves to enhance the AirSewa portal with artificial intelligence capabilities. The revamped platform is expected to go live within 90–100 days, aiming to significantly reduce response times for passenger complaints related to flight delays, baggage handling, and service disruptions.

AI-driven automation is expected to streamline complaint classification, route issues more efficiently to relevant stakeholders, and enable faster initial responses. This shift is designed to improve user experience in a sector where delays and operational disruptions often lead to high complaint volumes. According to official updates, the system will focus on making grievance handling more responsive and less dependent on manual intervention.

PACR Strengthens Grievance Ecosystem

At the core of this transformation is the Passenger Assistance Control Room (PACR), a central coordination mechanism involving airlines, airports, the Airports Authority of India (AAI), and the Ministry of Civil Aviation. Established in December 2025 following widespread flight disruptions, PACR has now been made a permanent structure to ensure continuous oversight of passenger issues.

The system has already processed over 73,000 complaints with a resolution rate of nearly 98%, reflecting strong operational efficiency. PACR handles a wide range of issues, including baggage delays, scheduling disruptions, and airline service concerns, ensuring that grievances are tracked and addressed in a structured manner.

Rising Passenger Demand Drives Need for Scale

India’s domestic aviation sector continues to expand rapidly, with airlines carrying over 5.75 crore passengers between January and April this year. This surge in traffic has increased pressure on grievance systems, making scalability a critical requirement. With daily complaints ranging between 300 and 500 during peak disruption periods, the integration of AI is expected to help the system absorb spikes in demand without compromising resolution speed.

Conclusion

The AI-enabled upgrade of AirSewa, combined with the strengthened PACR framework, marks a significant step toward modernising India’s aviation grievance infrastructure. As passenger volumes continue to rise, these reforms aim to deliver faster, more transparent, and more efficient complaint resolution across the aviation ecosystem.

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