Thousands of air travellers in India are still waiting for refunds after widespread flight cancellations earlier this month, especially those affected by IndiGo’s operational disruptions. As frustration mounts, the central government has stepped in with a new system aimed at resolving passenger complaints faster and more effectively.
To address the chaos caused by mass cancellations and delayed refunds, the Ministry of Civil Aviation (MoCA) has activated a 24×7 Passenger Assistance Control Room (PACR). Since becoming operational on December 3, 2025, the control room has already resolved over 13,000 passenger grievances, offering some relief to stranded and affected flyers.
Between December 1 and 9, IndiGo cancelled thousands of flights due to a mix of operational challenges, new flight duty time rules and winter fog. Many passengers were left struggling to get updates, refunds or alternate bookings, as airline customer care channels were overwhelmed.
The scale of the disruption exposed gaps in airline grievance handling, prompting the government to create a central, real-time response mechanism for passengers.
The PACR brings together officials from the Ministry of Civil Aviation, the DGCA, the Airports Authority of India and airline representatives under one roof. This allows complaints to be addressed on the spot, instead of being passed between departments.
Passenger grievances are tracked through the AirSewa platform, which focuses on key issues such as flight cancellations, delays, refunds and baggage problems. Passengers can raise complaints directly on AirSewa, ensuring accountability and quicker follow-up.
A key change is the physical presence of airline representatives inside the control room. This helps resolve cases faster, especially during large-scale disruptions when airline helplines fail to respond.
Despite IndiGo announcing compensation for passengers who were “severely impacted”, with payouts starting from December 26, many flyers are still awaiting refunds. The PACR has played a role in pushing airlines to act, including handling over 500 call-based interventions during the crisis period.
With fresh flight disruptions reported due to dense winter fog across North India, the PACR offers passengers a direct line to the authorities when airline systems break down. For frequent flyers and holiday travellers alike, it provides an added layer of protection during travel disruptions.
Read more: FlyExpress and Al Hind: 2 New Airlines Get Green Light in India from Govt.
If you are still waiting for an IndiGo refund or faced issues during recent cancellations, the government’s 24×7 Passenger Assistance Control Room is now a critical support system. While airline refunds may take time, passengers no longer have to navigate the process alone.
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Published on: Dec 29, 2025, 1:06 PM IST
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